FAQs | Eco Natural Products

Frequently Asked Questions (FAQs)

1. Who is Eco Natural Products?
We are an independent UK health store founded in 2013 in Poole, Dorset by Aga. Our mission is to help you live a healthier, greener life by offering carefully sourced natural, organic, vegan, and eco-friendly products. Read our story here.

2. What kind of products do you sell?
We stock over 5,000 carefully selected products, including natural skincare, vegan beauty, health supplements, French soaps, eco-friendly gifts, organic foods, and aromatherapy. Every product aligns with our lifestyle values: vegan, plastic-free, organic, gluten-free, handmade, and free from harsh chemicals.

3. Are your products really natural and free from harmful chemicals?
Absolutely! We avoid SLS, parabens, and other harsh synthetic ingredients. Our founder, Aga, personally researches ingredients and partners only with brands committed to safety, transparency, and natural formulations.

4. How is my order packaged? Is it eco-friendly?
We’re proud to pack every order using recyclable paper fillers, biodegradable materials, and reused packaging from stock deliveries. Sometimes, we even reuse packaging donated by our lovely customers. Every parcel carries a story of sustainability!

5. Do you plant a tree with every order?
Yes! Thanks to our partnership with Switch 2 Zero, a tree is planted for every order placed. It’s our way of giving back to the planet and helping offset our carbon footprint.

6. Where do you ship, and how fast is delivery?
We ship across the UK and beyond. Orders are dispatched quickly from our own warehouse in Dorset powered by 100% renewable energy. You'll receive tracking details as soon as your order is on its way!

7. Are your products suitable for vegans or people with allergies?
Yes! Many of our products are vegan, gluten-free, plastic-free, and carefully labeled with lifestyle values. We recommend reading product descriptions or contacting us if you need help choosing allergy-friendly products.

8. Do you have a physical store I can visit?
Yes, our roots are in Poole, Dorset, where our online store opened. Currently, we primarily serve customers online, but you’re welcome to visit our store at 227 Ashely rd in Poole, BH14 9DS and receive a personal advice on products if you need help finding something specific.

9. How do you ensure your business stays sustainable?
Sustainability is in our DNA. From using Epson EcoTank printers to reduce plastic waste, reusing packaging, and running our operations on 100% renewable energy — everything we do is designed to minimize our environmental footprint.

10. Why should I trust Eco Natural Products?
We are proudly independent and have served thousands of happy customers for over 12 years. With nearly a million orders fulfilled, customer satisfaction, ingredient integrity, and planet-friendly values are at the core of everything we do.

Returns & Refunds FAQs

1. What is your return policy?
We offer a 30-day return policy. Items must be unused, in their original packaging, and accompanied by details with your name and order ID. Simply email us at hi@econaturalproducts.co.uk to start your return.

2. Can I return beauty products or food items?
Unfortunately, we cannot accept returns on personal care goods (like beauty products) or perishable items (such as food), due to hygiene and safety reasons unless faulty.

3. How do I request a return or exchange?
Email us at hi@econaturalproducts.co.uk with your order details. If your return is accepted, we’ll send you instructions on where to send your item. Please don’t send returns without approval.

4. Can I exchange an item instead of returning it?
We don’t offer direct exchanges. The fastest way is to return the item, and once accepted, place a new order for what you’d like instead.

5. When will I receive my refund?
Once we receive and inspect your return, we’ll confirm if it’s approved. Approved refunds are processed to your original payment method. Please allow 5–7 business days for it to appear on your statement.

Shipping – Frequently Asked Questions

1. How quickly do you ship orders?
We aim to dispatch orders within 24–48 hours, and most are processed the same day. You'll receive a confirmation email once your order is on the way, including a tracking number if available.

2. How much is UK mainland shipping?
UK mainland shipping is a flat rate of £3.60.

3. Do you offer free shipping in the UK?
Yes, we offer free shipping on UK mainland orders over £39.99.

4. What are the shipping costs for other UK regions?
Shipping to Northern Ireland, Isle of Wight, Isle of Man, Guernsey, Jersey, and British Forces is also £3.60. Free shipping applies to these areas on orders over £39.99.

5. How is international shipping calculated?
International shipping costs vary based on order weight and destination. The system calculates this automatically at checkout. If no rate appears, please contact us at hi@econaturalproducts.co.uk.