FAQs

We dispatch Monday to Friday. Orders placed before 11am usually go out the same day, and where we can, we stretch that to orders placed up to 1pm. Your tracking details are emailed to you as soon as the parcel leaves us.

There are three UK services, all covering the Channel Islands and the Isle of Man:

• Standard (Royal Mail Tracked 48), £3.95, or free on orders over £45.
• Next Day Express (Royal Mail Tracked 24), £6.95, or free on orders over £200.
• Next Day Guaranteed before 1pm (Royal Mail Special Delivery), £11.95 to £21.95 depending on weight.

Full terms are on our ordering and delivery page.

Standard delivery usually takes 2 to 5 working days from dispatch. Next Day Express is usually the next working day, occasionally two. Special Delivery is guaranteed by 1pm the next working day.

Yes, we deliver worldwide, from £9.95. DHL Express is our most reliable service and usually arrives within 5 to 7 working days of dispatch. Because we are in a remote part of Scotland, DHL adds a 2-day service time, so it typically takes 2 working days after your dispatch email before active tracking updates appear.

Royal Mail International Tracked and Parcelforce International usually take 10 to 14 working days. Please allow up to 21 working days, as customs clearance can add time.

Yes. International orders over £250 are sent free by DHL Express, up to a 7kg weight limit. Orders over £750 are exempt from that weight restriction. Free DHL Express is not available to DHL Zone 10 destinations, because of carrier surcharges.

UK orders never incur customs or import fees. We are based in Scotland, so your parcel does not cross a border.

For international orders, import VAT, duties and clearance fees are charged by your own country's customs authority. They are separate from the shipping you paid us, they are the customer's responsibility, and we are not able to refund them. If DHL or your local carrier contacts you asking for payment before delivery, that request is genuine and the parcel will be held until it is settled.

If a parcel is refused or returned because charges were not paid, we cannot refund the original shipping or the return costs, and those are deducted from any refund issued.

We have had to turn off delivery to Ireland and Spain. Local regulations there make it close to impossible to get food supplements through customs, and parcels were being rejected and returned to us.

It is also your responsibility to check that what you are ordering may lawfully be imported into your country. We cannot be held responsible for items opened for inspection, detained or destroyed at the point of entry.

Your tracking link is emailed to you the moment your order is dispatched. If you cannot find it, please check your spam or junk folder first, then write to us at hello@naviorganics.uk and we will send it again.

Please tell us as soon as you can, because carriers allow only a limited window to make a claim.

Before you do, it is worth checking with neighbours, and around the property: the back door, the letter box, a porch, or any safe place the carrier might use. We can pull the carrier's delivery photograph and GPS location for you, which usually shows exactly where the parcel was left.

If you would rather your parcels were never left with a neighbour or in a safe place, you can opt out of Royal Mail's Safeplace and neighbour policy.

For UK orders, please come back to us if there is no delivery after 14 working days from dispatch. For international orders, the point to contact us is 21 working days from dispatch. Before those points the parcel is still inside its normal window, though we are always happy to look at the tracking with you sooner.

Once a parcel is with your country's customs, neither we nor the carrier can move it along. If customs need anything, they will usually contact you directly, so keep an eye on your email and your phone.

One thing that genuinely helps is calling your local sorting office or customs line to ask whether anything is needed from you. If nothing has moved after 21 working days from dispatch, write to us and we will chase it. Where a parcel is genuinely held by customs rather than lost, clearance can take considerably longer than our usual window, and in some countries it runs to several weeks beyond it. While that is happening the parcel is still on its way to you, so we count the wait for a lost parcel from the day it leaves customs rather than the day it was dispatched. That is not us stepping back. Write to us anyway and we will look at it with you, and if it becomes clear the parcel is not going to arrive we will put it right.

If we have not yet packed it, yes. We are a small team and dispatching orders comes before reading email, so during busy spells an order can be on its way before your message reaches us. If it is urgent, the fastest route is to call our packing team on 0330 043 9063.

Once you have received a delivery notification, the order has been packed and processed and we are no longer able to change or cancel it. You are welcome to return it instead, under the terms below.

If the order has not been packed, write to us and we will email you an invoice for the extra item. Once that is paid, our packing team will add it to your parcel. If the order has already gone out, please place a new one and let us know, and we will flag it for priority dispatch.

Please tell us within 14 days of receiving your order if there is a problem or you would like to return something. Returns need to be agreed with us by email first, as we are unable to process returns that have not been authorised.

If you have changed your mind, everything must come back unopened and re-sellable with all packaging seals intact, and must reach us within 14 days of the delivery date. Our full terms are on the returns, refunds and exchanges page.

Write to us at hello@naviorganics.uk and wait for us to confirm the return. Then put your name and order number inside the parcel, so we can identify it the moment it arrives, and send it to:

Returns Dept, Na'vi Organics, Well Being Shop, Acharacle, Argyll, PH36 4JL

Please pack it well. If goods are damaged on the way back to us because they were not sufficiently packaged, we do have to charge for them.

Return postage is covered by you when you have changed your mind. If the item arrived damaged, or the mistake was ours, we cover it.

We are not able to refund products that have been opened and tried. As a small business we cannot resell them, so the cost sits with us.

Some of what we sell tastes genuinely strong or bitter, and some of it will not suit everyone. If you are unsure whether something is right for you, please seek appropriate advice before ordering, and do write to us with questions first. We would much rather help you choose well than have you left with something you cannot use.

No. Perishable items, such as freshly picked spruce sprigs, and semi-perishable items, such as our miso products which need refrigerating on arrival, cannot be refunded, because they cannot be resold once they have left us.

We process refunds once the goods are back with us and we have checked them over. After that, please allow up to 10 business days for the credit to appear on your bank or card statement.

On returns worth more than £100 we reserve the right to retain a restocking fee, purely to cover the payment transaction fees, which are not returned to us when we refund. Where items show superficial damage, or a bespoke order was made up, a 15% restocking fee applies.

If your order had free or subsidised delivery and the refund takes it below the free shipping threshold, our actual postage cost is deducted from the refund, as we have no way to reclaim it.

Send us a photograph that clearly shows the damage, at hello@naviorganics.uk. We need it to make a claim with the carrier, and we are not able to replace or refund damaged items without one.

Once we have the photo we will have a replacement dispatched for you, usually first thing the next working day. Breakages are rare, so when one happens the carrier has generally been heavy-handed.

Let us know and we will check your order against what our packing team sent. If something was missed or the wrong item went in, we will get the right one out to you as a priority. Where an item was sent by mistake, you are usually welcome to keep it.

Yes, as an exchange in two steps. Return the original unopened within 14 days of delivery, and place a new order for what you would like instead. We refund the original once it reaches us.

Please do not refuse a parcel without speaking to us first. If you do, we reserve the right to charge both the cost of sending the goods to you and the cost of getting them back. If a refused parcel is lost in transit, we are not able to refund the value of the goods, as liability has passed to the person who refused it.

Yes. New newsletter subscribers receive a 10% welcome discount code by email. There is no minimum spend, and it does not have to be used on your first order. You can join on our newsletter signup page, and there is more detail on our discount and rewards page.

The welcome code is for new subscribers. If you have signed up before, another welcome email will not be sent, so Gemstones are the better route for you.

Only one code can be used at a time. A code redeemed from your Gemstones cannot be combined with another discount code or a gift voucher.

One thing worth knowing: for free UK shipping, your basket needs to still be above the threshold after the discount has come off.

Discount codes have to go in at checkout, and there is no way for us to add one to an order that has already been placed. Your code stays valid, so please use it on your next order.

Na'vi Gemstones are our way of thanking you for shopping with us. You gather them as you order, review and share, then exchange them for discount codes to use on future orders. To start collecting, create an account, and use that same email address every time you order so your Gemstones accrue automatically.

The full breakdown is on our Gemstones rewards page, and the Gemstones terms and conditions.

To redeem your Gemstones you need to be logged into your account. Click the Gemstones icon, which gives you the options to redeem various quantities of Gemstones for a voucher code. That voucher code is then entered during checkout for the discount to be applied.

Do check the coupon type before you redeem. Subscribe and Save coupons work only on subscription orders, and one-off coupons work only on one-off purchases.

Gemstones are credited only in conjunction with our review invitation emails, which are sent automatically 7 to 10 days after you place an order. When you leave a review that way there is no need to verify it, because the invitation went to your email address.

If you reviewed through another route, look back through your emails for that invitation, then copy and paste your review again through the link inside it. The Gemstones will show up.

One other thing to know: you can make one claim per review type within a 30-day window. So if you review several products in the same month, Gemstones are credited for one review in that period.

We are not able to add Gemstones retrospectively, and we cannot restore Gemstones that have expired. We do send expiry reminders, so it is worth keeping an eye out for those.

The thing that keeps everything running smoothly is using the same email address each time you order. Gemstones then accrue on their own.

Gift vouchers and discount codes apply to one-off purchases only, not to subscription orders. Subscribers already receive their own subscription discount. If you have a voucher, it stays valid for any future one-off order.

You can manage everything yourself by logging into your account, where you can pause, move the next date, swap a product, change the address or cancel. There is also a manage-subscription link in every subscription email we send you. If you would rather we did it, write to us and we will handle it and confirm.

Worth knowing: the subscription option at checkout is never pre-selected. It has to be ticked, so you can order one-off with confidence.

Use the "Forgot password" link on the sign-in page to reset your password. If the reset email does not arrive, check your spam folder.

If no account can be found, it is usually because a different email address was used at checkout. Write to us with any other addresses you may have used and we will find it. We can also change the email on your account, or delete your account and personal data entirely, whenever you ask.

Around 99% of what we sell comes to us directly from the growers, gatherers and producers who tend it, rather than through a broker. We pack into biodegradable pouches or glass jars, and we buy in small batches from people we know.

You can read how we choose who to work with on our sourcing policy page.

Yes. Where we hold one, the Certificate of Analysis is linked from the Ingredients tab on the product page. If you cannot find it, write to us at hello@naviorganics.uk naming the product and we will send it to you.

We test for contaminants: heavy metals such as lead, mercury, arsenic and cadmium, microbiological contaminants, and microcystins in our algae products. We do not test for the content of active ingredients, because we do not standardise and have no plans to.

Rather than chase one or two constituents, we put our resources into sourcing: the age and wildness of the plant, and the cleanliness of the ground it grew in. Our herbs and mushrooms are extracted with purified water, or dual-extracted where that serves the plant better, to hold the full spectrum of constituents in the proportions they arrived in. It is the synergy of the whole that we are after, not a high percentage of a single part.

Because it is real food from real ground. We source small-batch, wild-harvested and unstandardised herbs and mushrooms, so colour, taste, smell and texture do shift from harvest to harvest. Our standards are high on sourcing, potency and purity, less so on taste, and least of all on colour. Our jiaogulan tea is probably the most variable of everything we sell.

If something seems genuinely wrong rather than simply different, send us a photograph of the powder and the batch code on the jar, and we will check it against our own stock.

Somewhere cool and dry, with the lid closed tightly. Our miso products need refrigerating as soon as they arrive.

A best-before date is a quality and legislative marker rather than a cliff edge. If something has been stored well and there are no signs of spoilage, no unusual smell, no off colour, it is generally fine, though potency does gradually soften over time. A slightly bitter taste is normal in many herbal powders. If you are returning to an old jar, start with a small amount.

The serving on the label is the place to start. We also keep a serving suggestions page with teaspoon and gram measurements, which helps when you are working from a recipe or measuring a powder by eye.

We are not authorised to give advice on specific health conditions, on how a product might interact with prescription medication, or on suitability during pregnancy and breastfeeding. We would kindly recommend speaking with your doctor, pharmacist, midwife or a qualified holistic practitioner, who can look at your own situation properly.

What we can always share is where a product comes from, how it is grown or gathered, what our testing covers, and the serving printed on the label. Please do write to us for any of that.

We do, on most of our range, whether you are a shop wanting to stock the Na'vi range or a company buying in bulk to sell under your own branding. Trade orders take a minimum of 4 of any item, with a minimum order of £300 plus VAT.

Tell us what you have in mind through our trade and wholesale page and we will send our trade price list and application form.

We do not run a sampling service. Many of our products come in smaller sizes, which is the gentlest way to try something before committing to a larger jar.

Write to us at hello@naviorganics.uk or through our contact page, and one of us will answer you. For anything time-sensitive about an order that has not yet gone out, our packing team is on 0330 043 9063.

We read every message.