FAQ

FAQ’S

 ORDER

1.       How can I place my order?

 Step 1: Pick the product range of your choice.

Step 2: Click on BUY NOW.

Step 3: Click on ADD TO CART on the products you wish to purchase.

Step 4: Click on PROCEED TO CHECKOUT.

Step 5: Fill out your personal details required or log-in using credentials for placing your order.

Step 6: Choose a payment option convenient to you.

Step 7: Confirm and Place your order.

 For any further questions, you can reach us our helpdesk at:

    +91-787878-0909

    care@thenaturalwash.com

     Chat with us using the live chat option.

 2.       Can I buy multiple products in single order?

        Yes, just add all the products you wish to buy into your shopping cart and then complete your order.

3.       Can my shipping address and billing address be different?

      Yes. It can be different. You can do this by filling in your bill-to address as the ‘Billing Address’, and the delivery address, as the ‘Shipping Address’.

4.      Can I make changes to my order?

    You can't modify or cancel the order once it has been placed.

 5.       How do I know that my order is confirmed?

      For all pre-paid orders, the confirmation status will be automatically updated in the ‘My Account’ section. You will get a confirmation Email / SMS / WhatsApp on your registered contact details

6.       Do I have to have an account to place my order?

     Yes, you are required to make an account on our website to make your shopping simple and quick.

 7.       What are the other benefits of creating an account on www.thenaturalwash.com?

   Signing up for an account will give you benefits and a superior experience while shopping on The Natural Wash. Your account allows you to:

  1. Track all past and present orders at any time in one place.
  2. Notifications as soon as your favourite products are back in stock.
  3. Rate and review products.
  4. Get promotional offers upon new launches, festive sales, and product updates.
  5. Avoid filling of address details each time you place the order.

 8.       Can I order the product that is out of stock?

     Unfortunately, products listed as ‘Out of Stock’ are not available for sale. However, we will notify you as soon as the product is back in the stock.

     Simply click on the product, once you are on the product page, you will see an option that says, ‘Notify Me’ and enter your registered email address.

     Remember, this can be done only if you have ‘the natural wash’ account and are signed in at the same time.

9.       Do I receive an invoice with my order?

    You will receive an Order Summary along with payment details after placing your Order. A copy of Invoice will be delivered along with the product.

 10.   How can I use a gift voucher or promotional code for my order?

     When you have clicked on the ‘Checkout’ button, you will be directed to a section where you can enter you Gift Voucher/Promotional code. On entering the code, the valid amount/offer will be automatically applied to your order. You can then proceed to checkout and pay the balance amount using your preferred mode of payment.

11.   How safe is it to use my debit/credit card to make an online payment on The Natural Wash?

We use the CC Avenue Secure payment gateway for all types of payments. These are the best-in-class secure payment methods, so that we can ensure that all transactions with us are processed in an extremely safe manner. The secure password is an additional password that you’ll be asked to enter after in your card details on the payment page. You’ll be redirected to your individual bank’s payment gateway page, where you’ will have to enter the Verified by Visa password for visa cards or Secure Code for Master cards. Your cards-issuing bank will give this password to you and you should have this password prior to shopping on our site.

12.   I am having issues on the site. What advice can you give to successfully place my order?

   You may reach us through any of the mentioned methods and we will be happy to talk to you and help you solve any issues you may be experiencing:

   +91-787878-0909

   care@thenaturalwash.com

   Chat with us using the live chat option.

 

13.   I forgot my password what can I do?

    If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with us by clicking the Forgot Password link. You will be taken to a page where you can enter your email address and a temporary password will be sent to you. We strongly recommend that you change this at earliest.

14.   Can I change the address post-shipped?

   Unfortunately, we currently do not allow the change of address after placing the order.

 15.   What payment types do you offer?

 We accept all kinds of online payment methods. You can pay using Debit Card, Credit Card, Net Banking, UPI, Paytm, Pay Pal, etc. and get additional 5% discount on online payments. 

 16.   Where can we get the assistant?

  Our expert team will guide you from 10:00 AM – 6:00 PM IST (Monday – Saturday) or you can chat with us using the live chat option on our website.

 

SHIPPING AND DELIVERY POLICIES

 

1.       Is COD available?

Yes, the facility of COD order is available through our website. All COD orders are charged at flat ₹ 20/- (inclusive of tax) irrespective of order size or shipping location.

 2.       How does the delivery process works?

 We generally dispatch all our products between Monday – Friday. Dispatches might be affected on account of Holidays & Festival.

 3.       What is the range of locations to which we ship our products?

 We ship products all over India.

4.       What are shipping charges I need to pay?

We collect ₹ 60.00 for Order Value upto ₹ 1000.00 and FREE Delivery for orders value exceeding ₹ 1000.000 

The customer is supposed to pay ₹60 /- for the reattempt delivery in the following cases-

  • You fail to receive the order
  • Order is returned as RTO
  • Entered incorrect/incomplete address
  • Office address mentioned is closed on the respective date of delivery. 

5.       How can I track my order?

You can track your order from the ‘My Account’ section on the website to get an update on your order status. Here, you will be assisted with a tracking number. The same will be visible in the ‘My Account’ section and will be emailed to you, along with the logistic partner details. In case of any issue with your order, we will notify you immediately.

For orders that are dispatched via SPEED POST due to shipping address in restricted areas, the tracking details will be intimated separately; alternatively, you can reach out to us on care@thenaturalwash.com

6.       How are the items packed at The Natural Wash?

 Each of our products are first bubble wrapped and then placed in a sturdy carton, which is taped and prepared for shipping. Fragile items like spray or glass bottles are safeguarded with an additional layer of bubble wrap. We pride ourselves on the quality of our packaging.

 7.       By when can I expect my order to be delivered?

You can expect your order to be delivered within 7 - 14 business days for delivery, depending on your shipping address. However, deliveries may be affected in areas of Jammu & Kashmir & Ladakh regions apart from certain restricted area or other areas not served by our courier partners.

8.       What if my Product is returned Un-delivered?

The delivery of your product will be attempted 3 times by our courier partner. In case the product still remains un-delivered, it will be returned to TNW and will be re-shipped to you after paying an additional amount towards shipping charges of ₹ 60.00 for orders upto ₹ 1000.00 and ₹ 100.00 for orders exceeding ₹ 1000.00

RETURNS/EXCHANGE/CANCELLATION POLICY

 1.       What is your product return policy?

If you are not satisfied with product ordered, or are disappointed with the product or service, we would like to know your feedback in order to be able to serve you better.

We strongly believe in the quality of our products and wish for you to be completely satisfied with your purchase.  However, in the rare occasion where you may be unsatisfied with a purchase, please see relevant section of our Returns/Exchange/Cancellation policy for more information on online returns.

Any replacement is processed only in cases supported by LIVE Video at 360* of UNBOXING
Facility of rejection or cancellation of COD orders is not permitted currently.

2.       How do I cancel my order?

You can cancel the order within 1 hour after placing the order by droping us a mail on care@thenaturalwash.com 

3.     In case, the amount is deducted twice from my account, how will it process?

In this case, our expert team will guide you from 10:00 AM - 6:00 PM IST, Monday to Friday. We will refund the amount in your bank account which will reflect within 15 – 21 business days.

4.       What if in case I receive an incomplete, incorrect or damaged order?

While we try our best to fulfil your orders correctly and in the best manner possible, for any complaints with regard to your order, please email on care@thenaturalwash.com within 48 hours of your order delivery for resolution.

5.       How can I change my phone number in my order?

No, you can’t change your phone number once it has been placed.

6.       Conditions under which replacement can be accepted?

Replacement will be accepted only within 48 hours of delivery and under these conditions:

  1. Product is leaked
  2. Product container is broken
  3. Wrong item delivered
  4. Missing item delivered as per order

 Re-shipments approved herein, will be charged ₹ 60/- per order irrespective of order size, before the dispatch of re-order.

PRODUCT SAFETY

1.       What measure do we take to ensure the quality of The Natural Wash’s products?

 We at The Natural Wash are fully dedicated to our customer’s satisfaction. Rest assured that The Natural Wash products available on our website are 100% genuine and authentic.

 2.       Do the storage systems ensure that the quality of products is intact?

 All of our inventory is kept in our own warehouse. We store, manage and ship our products to you, no matter where you are, with the utmost care and efficiency.

 3.       What measures does TNW takes to ensure the products are not damaged during delivery?


We at TNW maintain a very high level of quality control and till date, which is evident from the fact that we receive minimal complaints about the quality of our packaging. To ensure your products remain undamaged during the shipping process, we package our products in bubble wrap and then in sturdy boxes. Our shipment goes through rigorous quality check processes before they leave our warehouse.

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