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Ordering & Delivery Terms

We deliver worldwide using the delivery options listed below:

Any orders placed before 11am will usually go out the same day
(if and when possible we also try to dispatch any orders placed up to 1pm)

UK Standard (Royal Mail Tracked 48): £3.95 or free for orders over £45
Usually 2 - 5 working days to any UK address including Channel Islands and Isle of Man.

UK Next Day Express (Royal Mail Tracked 24): £6.95 or free for orders over £200
Usually next working day delivery, however can occasionally be 2 working days to any UK address including Channel Islands and Isle of Man. 

UK Next Day Guarenteed Before 1pm (Royal Mail Special Delivery): £11.95 - £21.95 (Weight dependant)
Guarenteed next working day delivery to any UK address including Channel Islands and Isle of Man. 

International Orders: From £9.95 or free DHL Express on orders over £250
DHL Express continues to be our most reliable and timely service with their deliveries usually taking place within 5 - 7 working days of dispatch.
All our international delivery options are detailed below:

Royal Mail Tracked and Parcelforce (10 - 14 working days)
Please allow up to 21 working days (1 month) for delivery, due to new Brexit regulations. We recommend DHL for a guarenteed and quicker service.

DHL Express Orders (5 - 7 working days)
DHL Express remains one of the best services we offer for international customers. However due to our remote location, DHL have a +2 days on their service times. The collection takes place by a subcontracted local carrier, and it will usually be 2 business days after you see our order dispatch confirmation email before you will see the active tracking updates from DHL on your parcel.

DHL Express ODD (On-Demand Delivery) Service
​The DHL Express service also includes their ODD (On-Demand Delivery) Service. This gives the customer in-flight options, allowing the freedom to choose when and where their parcel is delivered while still in transit if circumstances change. Once dispatched, these options are automatically available. See this link for more information: https://dhlexpress.com.sg/articles/on-demand-delivery


Additional Information:

Cancelling or Amending Orders

Due to being a small team, order dispatch is prioritised over monitoring emails, so although we are happy to amend or cancel orders, there is a chance that we will process and dispatch your order before reading an email requesting an amendment.

If you have already received the goods or your order has been dispatched by the time we read your cancellation request, you are welcome to return the items to us as per our returns policy here

Please note that once you receive a delivery notification, this means the order has been packed and processed, and we are no longer able to amend it or cancel it.

Discount codes must be used at the time of checkout - we have no way to add a discount code once the order has been placed.  Only one discount code can be used at a time during checkout, so for example a discount code redeemed via the gemstones program cannot be used in conjunction with any other discount code. For free UK shipping over £50, the cart must still be over £50 after the discount has been added for free shipping to be applied.

Please also note that once a code has been generated from your gemstones, we are unable to cancel the discount code and reapply the gemstones. We cannot add gemstones to your account retrospectively, after placing an order. Therefore it is a requirement that an account is created before placing an order if you wish to collect the gemstones generated from the order.​

International Orders, Customs Processes, Fees and Import Restrictions
It is the customer's responsibility to ensure that any items purchased are eligible for import into the destination country. We cannot be held responsible for any items that are opened for inspection/examination or detained or destroyed at the point of entry into the destination country. The same applies for any import taxes, duty or clearance fees, the customer is solely responsible, and if a parcel is refused or returned due to unpaid fees, we are unable to refund the original shipping cost or any additional fees incurred in the return, and these will be deducted from any refund that is issued.

Delayed / Lost orders
Our delivery service considers a parcel lost after it has been in the postal system for a period of 14 working days for UK orders and 21 days for International orders. Though it is highly unlikely deliveries will take this amount of time, we are unable to dispatch a replacement until this period of time has elapsed. Na’vi are not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.

Recipient's Signature
Some deliveries may require a signature upon receipt of order. If you will not be at your usual address during normal office hours you can provide us with an alternative delivery address where someone will be available to sign for your parcel. If you are unable to sign for your parcel, you should receive a card with written information on explaining where and when you should collect it. If you do not collect your parcel within a specified time-frame (usually 7 days or after 3 delivery attempts), the parcel will be returned to us.  You will be responsible for the cost of resending the parcel. 

Processing Orders
We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours. Orders received after 11am or on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.

In the event that a product that you have ordered is out of stock, we will contact you as soon as possible. If you place multiple orders within a short period of time (generally 24 - 48 hours), your orders may be consolidated and delivered as a single order. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, we will send you a confirmation e-mail to advise there is more than one parcel.

Wrong Address
We are not responsible for the loss of your order if the delivery address provided by you at checkout is incorrect or incomplete. If your address is incorrect or incomplete, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your order. If your package is returned to us due to an incorrect or incomplete address, you must pay the delivery cost to re-deliver your order to a corrected address.

Delivery Returned or Refused & Eligible Refunds
If delivery is attempted and you are not in to receive your order, you will be advised by the carrier where you can either collect your order or arrange a re-delivery. If you do not arrange this within a certain timescale, the goods are likely to be returned to us. When this happens (or if the delivery is refused outright by the addressee), you are entitled to a refund of any non-perishable items minus the actual p&p charges incurred sending out the original order. This also means that if an order has free or subsidised delivery (meaing we have covered all or part of your postage), our actual postage costs will be deducted from the refund given.

Please note: that on larger and heavier items delivered by couriers, they may charge an additional fee for the order to be returned to us. If this is the case, any additional fees will also be deducted from any refund issued. Please note that any perishable or semi-perishable items are not eligible for refunds as per below:

Perishable, Semi-perishable Items and Digital Items
Please note that any perishable items (fresh produce items, like spruce sprigs) and semi-perishable items (miso products, which need to be refrigerated upon delivery) if returned are not eligible for refund, as these are not able to be re-sold to another customer. We cannot also offer refunds on digital items such as gift cards.

Damaged goods in transit:
If any goods are damaged in transit, please take a photo and email us. We will then be happy to offer a discount or send a replacement. Please note that we are unable to resolve issues of faulty or damaged products without a photo for our records.

More Information
If you would like any additional information about deliveries to the UK or internationally, please, contact us.