Can you ship overseas?
Will you ship to my country?
Can the courier take my item directly to a pickup point so I can collect it?
Can you ship using an ‘overnight / next day’ service?
Can you tell me more about the DHL Express Service?
Why is my DHL Express ETA a day late?
I think I live in a remote area, do I have to pay more for delivery?
Can I add parcel insurance?
How quickly will you dispatch my order?
What is your cut off point for same day dispatch?
When will you be able to reply to my email?
How do I track my order?
My tracking number doesn’t work, how can I track it in my country?
How do you pack your products for shipping?
What else is included inside my delivery package?
Do you label all the products inside the packet?
Do I have to sign for my parcel when I receive it?
How much is it if I buy ‘X’ amount of dye product?
Do you sell ______ natural dye /or ______ type of dye product?
Where are you based? Can I collect my order instead?
My order seems to be delayed in the courier network, do you know where it is?
I think I provided an incorrect delivery address?
I have an issue with the parcel contents, can you help me?
Can you ship overseas?
We are based in the Netherlands and yes, we can gladly ship our products overseas. Simply select your preferred delivery option during the checkout process. The cost of shipping will be calculated and added to your order total. This includes EU and the UK, as well as further afield. Please note that if you live in an area that is classed as ‘remote’ by any of our mail couriers you will be required to pay a shipping surcharge before we can dispatch your order. If you’re not sure about your location please check with us via email or using the contact form on our site before placing an order to avoid delays in dispatch.
Orders destined for countries outside of the EU area are shipped with appropriate electronic documentation and declarations to facilitate quick transit through your countries customs process.
If you require assistance at any stage, please email your order request to office[at]naturaldye.nl and we will be happy to assist.
Will you ship to my country?
There are some countries that we do not ship to which have prohibitive import restrictions relating to natural plant material. The onus is on the customer to know the local regulations relating to their own country. We try to keep abreast of any restrictions relating to our natural plant products, however we cannot be held responsible if an order is placed and subsequently seized or destroyed by the authorities. We cannot provide refunds to customers who are based in any country if their orders are destroyed, seized or confiscated, with or without notice.
If your country does not appear on our list of available countries when adding your address, we are unfortunately not able at present to ship to you.
If you require quick delivery please leave as much time as possible before out 14:00 CET cut off point Monday – Friday.
I want to pick the item up from a DHL collection point the next day, how do I do this?
To have your item taken to a local collection point, your instruction must be provided to DHL the evening before delivery. This is usually around 4pm – 6pm CET on the day of dispatch, after the courier scans in the parcels we give them, only when the tracking status reads ‘shipment picked up’.
You will need to provide DHL with permission to do this using their OnDemand service – this is only active when the DHL tracking status is marked ‘shipment picked up’ i.e. when the parcel has started to move within the courier’s network. Use your tracking number we send to you and check it on the DHL tracking page.
Important! If your request to divert the item for collection is given to DHL too late or by the time local delivery has been scheduled, it is likely to be delayed by one additional working day whilst it is rerouted & sorted to the DHL collection point. DHL may also attempt to delivery it first before taking it back to their depot if this occurs.
You can also change the delivery address and place the item on ‘vacation hold’ if your circumstances change.
Please visit https://ondemand.dhl.com/ to access these extra delivery options.
To find collection points in your area, visit the DHL locator website: locator.dhl.com
*Service may not be applicable for DHL ‘remote areas’
Can you ship using an ‘overnight / next day’ service?
Yes, we are able to ship orders using our DHL Express courier service. If you cannot see this option after adding your shipping address or country it means that we cannot provide an express service to your location.
Our DHL Express Next Working Day (Aim) provides you with many benefits which make receiving your order easier. Once you have your tracking number, visit DHL On Demand for further options, such as leave with neighbour, change delivery address, divert to collection point or locker and also vacation hold.
DHL does not class Saturday or Sunday as a working day for international deliveries outside of the Benelux region.
Please note, you must place and pay for your order before 14:00 CET to ensure dispatch of your order to arrive when you require. If your order is placed and paid for after 14:00 CET it may take an additional working day for your order to arrive.
We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays. If it is not possible to dispatch your order on the same day, we will contact you with advice via email.
* DHL Express (Next Working Day Aim) delivery is not a guaranteed service. Whilst the vast majority of orders (around 95%) arrive on time, we are therefore unable to provide a refund of delivery charges if you experience a delay on this service. Please note however, if DHL Express is proven to be at serious fault we will endeavour to get compensation where possible, however the investigation must be approaching a concluded state before we can offer any compensation or discount codes.
If you require more information please email your inquiry to: office[at]naturaldye.nl and we’ll be happy to advise on the delivery method specifics.
Can you tell me more about the DHL Express Service?
DHL Express services provide a track and trace facility. The service ‘DHL Express (Next Working Day Aim)’ service takes 1 working day to arrive to none-remote European & UK destinations. If your delivery address is in a location that is long distance from any major cities, your item may take an additional working day to arrive. DHL Express (Next Working Day Aim) is not a guaranteed service however the far majority of dispatches (around 95%) do arrive the next working day.
If you order on a Monday before the cut-off point, you’ll receive your order on average by Tuesday midday.
The likelihood of delay, whilst presently low, is greater with orders dispatched on a Monday where the network’s volume is the highest following the weekend backlog.
If you have an urgent or time-sensitive order, we recommend paying for your order a couple of days before you need it.
If you’re not in at the time of delivery, use the site locator.dhl.com to find a collection point in your area, or to find further options relating to changing the delivery date, leave in safe location, re-delivery, take to collection point, or vacation hold, head to DHL OnDemand at ondemand.dhl.com/
DHL does not class Saturday or Sunday as a working day for international deliveries outside of the Benelux region. This means that if you order on a Friday it will arrive normally on the following Monday (if it is a working day locally in your country).
** Prices are subject to change with or without notice, the latest rate will be displayed in the shopping cart after you add products to the shopping cart. The rate for delivery is linked to the total weight of products you wish to purchase.
*** DHL Express (Next Working Day Aim) is not a guaranteed service. Compensation may only be offered in certain situations relating to loss and damage. We always investigate issues with DHL however please be patient whilst we conduct our enquiries. We cannot guarantee to offer a refund immediately for loss and damage whilst an investigation is in process.
*** Please note that DHL class certain delivery locations as ‘remote areas’ and as such, delivery surcharges may be applicable. As this list is extensive and constantly updated you will be contacted after ordering if your delivery requires a surcharge payment before dispatch. Please see the next point below for further details.
Why is my DHL Express ETA a day late?
Our DHL Express (Next Working Day Aim) service is able to reach European and UK destinations on the next working day with around a 95% success rate.
Since the advent of Covid, and also considering the additional bureaucracy that brexit caused for shipments heading to the UK, DHL appear to have added themselves some additional leeway in their delivery timescales. The extra time ‘estimated’ accommodates the additional chance that the item may be subject to a delay in transit for a variety of reasons (such as staff shortages due to Covid, inclement weather, late or overload vehicles & aircraft), and also any potential delays whilst your shipment may be routine checked by customs on exit or entry from each country.
The customs checks are routine and normally don’t delay the item reaching it’s next working day delivery target, but sometimes on occasion it may take a day longer.
For now please disregard the ETA displayed on the DHL Express site, since all destinations enjoy a high success rate for the next working day aim. If your item has been delayed beyond 1 additional working day, please feel free to get in touch with us if you need more clarification about the delay.
I think I live in a remote area, do I have to pay more for delivery?
Please note that if you are ordering to a what DHL consider a remote location your order may be subject to a surcharge payment. You will be contacted shortly after placing your order and advised how to pay the shipping surcharge. Your order will then be shipped following your payment for the remote area surcharge. The appropriate shipping surcharge product is can be found by clicking here. Ensure that you purchase the correct shipping surcharge for your chosen delivery method.
Remote area postcodes within Great Britain include:
IV, KA27 – KA28, KW, PA20, PA41 – PA49, PA60 – PA78, PH19 – PH44, TR21 – TR25, ZE (plus any Scottish islands not mentioned).
If you’re located on any Greek, Spanish, French, Italian or any other European Island or remote area location you will need to pay the remote area surcharge product before we ship your order. Additional remote areas can include places near mountains and locations far away from main cities and towns. If you want us to check, contact us before placing your order.
We are unfortunately unable to ship to the Canary Islands, the Azores and The Channel Islands (Jersey & Guernsey) due to prohibitively complex customs regulations and lack of accessible courier service to these locations.
To check to see if your delivery address is a remote area, please check the following document here.
Please contact us if you wish to find out more information regarding shipping services, or if after adding products to your cart you are instructed to contact us for shipping options. We’ll be happy to provide further assistance.
Typical areas around the world that require a delivery surcharge include non-mainland locations / islands and also areas only accessible by smaller local roads. If you’re not sure about your location please get in touch before ordering to check if any surcharge applies to you.
*Please note that this surcharge only applies to DHL services. You can instead choose stamped airmail for any destination and not attract any additional charges.
Can I add DHL Insurance?
In addition to the standard DHL Parcel & DHL Express liability, we offer financial protection to our customers against all risks of physical shipment loss or damage, from any external cause. We recommend adding this product if you are placing a larger order. Insured item claims are handled much quicker by DHL than non-insured claims. To add this service, add the product available on the page here.
How quickly will you dispatch my order?
Orders are dispatched Monday to Friday, unless otherwise stated on our site. Your order will be dispatched once we have received cleared payment for your order. We presently use overnight / next working day (aim) courier services, therefore in normal circumstances you will receive your order the next day if you have placed your order before the cut off point on a working day. The courier service does not delivery items to addresses at the weekend unless it is already delayed past its original estimate, therefore if you order on a Friday you will receive the order on the following Monday or next available business day.
What is your cut off point for same day dispatch?
Any orders received with a cleared payment before 14:00 CET will be dispatched the same day. Your order will only be dispatched once we have received cleared payment via card or bank transfer for your order. Any orders with payment received after 14:00 CET on Friday will be dispatched on the following Monday, or next available working day.
We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days. If it is not possible to dispatch your order on time as normal on the same day, we will contact you with relevant advice.
If your order is of a time-sensitive or urgent nature, we advise leaving plenty of time before the cut off point so that you can avoid any potential disappointment – this applies more during periods of seasonal increase, such as Black Friday, or following holiday periods where there is a backlog to process. If you have an urgent order it’s also recommended to order 1 working day in advance, on the rare chance there is a delay of an extra day in transit.
In some circumstances (e.g. large or complex order) we may require an additional day of processing to allow for courier collection or to arrange splitting the order into more than one box, but in the far majority of orders we dispatch the same day. Please get in touch using the contact tab above if you need to find out more information relating to delivery times and methods.
When will you be able to reply to my email?
Our business hours are Monday – Friday 10:00 to 18:00 CET, unless otherwise specified on one of our site updates. Please check the site updates to see if there is a store holiday period or bank holiday which may disrupt normal response times. We endeavour to respond to customer inquiries within 24 hours of receiving email, although you’ll most likely receive a same day response during business hours.
Not receiving any email from us? Please add office[at]naturaldye.nl to your address book to ensure that you receive our emails. Please also check your junk / spam mail box as your mail provider may have diverted it automatically.
How do I track my order?
Once your order has been made ready for the courier collection you will receive an email from our shipping tracking service. This email will contain your DHL tracking reference number – this is also known as a waybill number.
You’ll then receive timely email updates about your order as it progresses through the delivery network. When your item is out for local delivery to your address, you will get a final update via email. If you haven’t received these emails, please check your spam or junk mail box. If it is not there, you may have incorrectly entered your email address at the checkout. We will be happy to help you out if this happens and give you the info, just get in touch using our website chat box.
If on the rare occasion that your shipment has been delayed, head to the DHL tracking website by clicking on your tracking number in our email. Click on ‘further details’ on the DHL tracking site and it will provide some extra information about the parcel’s status.
You can also sign up for either SMS (text message) or further detailed updates by email. Just copy and paste your DHL tracking number into the form on the DHL tracking website.
My tracking number doesn’t work, how can I track it in my country?
Please get in touch either using the contact form tab at the top, or send an email to office[at]naturaldye.nl and we’ll investigate it for you. Please don’t forget to include your order number, name and shipping address.
How do you pack your products for shipping?
All products are measured into individual resealable foil lined bags and then labeled with our store’s branding with an additional label applied so that you can identify the product variation. They are then shipped in a standard bubble-pack envelope or appropriately sized delivery box for the size of your order. The outside of your shipping envelope will display the courier’s shipping label only.
Our product packaging is designed to shield your natural dye products against moisture and adverse temperature changes whilst in transit and to help keep your goods in good condition for their purpose.
What else is included inside my delivery package?
To save paper, we do not include any printouts such as invoices or packing slips inside your order. Your box will therefore only include product packets. If your delivery is destined for a country outside the European Union such as the UK, your customs declaration is sent electronically to the courier’s system. This electronically submitted information is used for automated customs processing.
Do you label all the products inside the packet?
Primarily for safety, secondly, these products are not scheduled in most jurisdictions, and in the event of an official inspection by authorities, properly labeled products are more likely be delivered to the recipient in a timely fashion. Rest assured, our system for labelling is compliant and is professionally designed and does not cause issues on the rare event of any official inspection.
Do I have to sign for my parcel when I receive it?
If your order has been sent via a trackable courier method , under normal circumstances, you must sign for your parcel before receiving it. A re-delivery or collection may be necessary if no one is available at the delivery address – this is the buyer’s responsibility to arrange.
If your order is being shipped with DHL Express, you can opt out of parcel signature and instruct the courier leave the parcel in a designated ‘safe space’ You can use these options as soon as your DHL tracking status reads ‘shipment picked up’ on the evening of dispatch.
Please visit https://ondemand.dhl.com/ to access these extra delivery options.
How much is it if I buy ‘X’ amount of dye product?
Why not just add that much to your shopping cart? You will then see the full price on screen. If you change your mind and you don’t want that much, you can delete it from your cart afterward.
Do you sell ______ natural dye /or ______ type of dye product?
If you do not see it listed on our online shop, then we currently do not sell it. We are expanding our range of dye products and accessories all the time, however we would love to hear from you if want to suggest us to stock a certain product, accessory or any different types of dye – simply email us using this address: office[at]naturaldye.nl
Where are you based? Can I collect my order instead?
We only send our orders via postal services, therefore we unfortunately cannot arrange customer collection or mail by hand.
My order seems to be delayed in the courier network, do you know where it is?
Once we have dispatched your order and placed it in the courier’s system your order is marked as complete. You should then receive an automated email advising you of this. If there are any service disruptions we may either post these on our ‘site updates’ available to view on our homepage, or we may contact you directly via email with further information.
Whilst delays are rare, they appear to be more likely when your order is dispatched on a Monday. Parcels dispatched on Tuesday – Friday appear to be less likely to be subject to delay – this is due to the very high volume of parcel processing that occurs on a Monday since it includes the weekend backlog.
In the unlikely event that your DHL order has got ‘stuck at the airport’ or has not progressed as you’d expect, it’s likely to only be delayed for one additional working day. If you shipment has not updated the following working day please contact us so that we can investigate further for you, since delays of this length are typically related to issues with the address or information provided for the parcel recipient. We can provide DHL with any additional information required in order to be able to ‘release’ your parcel and move it on its way.
Please check the status of your order using your tracking reference number and the relevant courier’s tracking website to obtain further information regarding the location of the item. If there’s any issue please contact us first via email or using the contact form at the top of the site and we’ll be happy to investigate it for you.
I think I provided an incorrect delivery address?
If as a result of customer error (for example not inputting a valid delivery address) which later causes the item to not be delivered and / or delayed, then subsequently returned to us we can offer to:
1) Offer to re-ship the item again following payment of the appropriate shipping charge.
2) Offer to refund the cost of the items orders less the cost of the shipping charge and less applicable merchant processor fees.
Please note that the options above do not apply if the goods experience damage whilst in transit.
For this reason we strongly advise to check your delivery address after placing your order. If you suspect that the address has not been supplied to us correctly you must contact us immediately before we dispatch the order.
I have an issue with the parcel contents, can you help me?
We endeavour to manage the shipment of every customer’s orders carefully and to the best of our abilities. We also do accept that on the rare occasion, things can go wrong. When your receive your package, ensure that the first thing you do is to carefully open the box and check that the items inside matches those in your order confirmation. If your order is not correct, you agree to contact us immediately before opening any product packets.
Please refer to the details of our returns policy which provides detailed guidance of how we resolve issues with your shipments, depending on the problem at hand.
We cannot resolve any historic issues older than 14 days from the date of order dispatch that are not brought to our attention when you first receive the order and check the contents inside.