Naturebotts - information for new customers

Making the difference from the bottom up

SOME USEFUL INFORMATION FOR NEW CUSTOMERS

Hi and Welcome to Naturebotts!!

If you are ordering from us for the first time, here are a few pointers and a bit of extra knowledge to help you along the way.

Your Details

Firstly, when you are entering your details in the shopping basket during checkout, PLEASE do let us know where you heard about us - there is a drop down list which covers most things, or put in Other if what you're looking for isn't there.

Why do we need to know? This is all about marketing and advertising. It is really useful for us to know what works and what doesn't so that we don't waste time and money where it's not working. This helps you in the long run because it helps us keep our prices down!

Secondly, another important note for new customers is having your first order delivered to your billing address. This is to deter those nasty criminals who want something for nothing - unfortunately the people who end up paying for it are you and us and anyone with a debit or credit card. After your first order, you can have delivery anywhere in mainland UK.

You'll also need to fill in " Delivery Details" - this refers to somewhere our couriers can leave your order (with neighbours, in a garage or porch etc) in case you're not in. If we don't have this information your order can get delayed. The courier will put a card through your letterbox confirming where the goods have been left if you were out.

Be careful to enter your card details correctly - if they are wrong the order cannot be processed in the office until the payment goes through - but we'll be in touch as soon as there is a problem.

And please make sure your contact details are entered correctly so we can contact you successfully.

You can register your details on the site for really speedy ordering.

What happens next?

When you have placed your order, you'll receive an automatic email from the website confirming your order was successfully placed.

Then we process the order in the office - as a new customer we'll call you to check through the main details so we know everything is correct and to fill in any missing information. Don't worry if we can't get hold of you - we'll still despatch the order but it is useful if you can call us back.

We usually ask for the ages of your children - this is purely so we can double check the size you are ordering. For example, if we see you have a 2 month old baby but are ordering a Junior size nappy then we'll aim to question this - just to make sure you get what you need and to avoid costly returns.

Don't worry - we NEVER give your details to a third party, except, of course, the courier company or they wouldn't know where to take your order!

Let us know if you usually use washables as well (and will therefore order less frequently than others) - this relates to how often we contact you, see Reminders, below.

Once the order has been sent from the office to the warehouse, if we have your email address you'll receive a copy of this, too. Please check through this in case of any errors (highly unlikely, but we're all human!!).

You'll then receive your order the next working day! (or the day after if you've ordered after 2pm...).

Please make sure you check through your products asap and let us know of any problems WITHIN 5 WORKING DAYS. Take a look at our returns information, too.

A Bit about Reminders

At Naturebotts we know that having a young family can be pretty frantic, especially if you are working as well, so we have a system in place to give you a gentle nudge if you haven't ordered and we think you might be running out of nappies - not an ideal situation!

When you've placed your order we'll ask if you're happy for us to send you reminders - these can be by phone or email, whichever you prefer. If you'd rather not be contacted, just let us know.

How often do we remind you? If you've ordered a box of nappies, this usually lasts around a month so if you haven't ordered by a month later then we'll send a personal email or make a quick phone call. Two boxes = two months, etc.

Any more Emails?

Every month or so we send out an email to all our customers letting you know about special offers etc. If you'd rather not receive these, then again just let us know.

And finally...

Please do let us know what you think of Naturebotts (good or bad, but hopefully good!) - it is always useful to hear from customers as we are here for you!

Maybe you feel there is room for improvement on the website, or if there are products you'd like to be able to buy from us. Or you might just want to say how fantastic & helpful we've been!

We hope this information has been helpful and we look forward to hearing from you soon!

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