FAQ

As a customer in our webshop we, of course, want you to have the best support possible. We have therefore collected a bunch of questions and answers below that previous customers have asked us about. If there are any other questions to which you cannot find answers to below, please email us at info@naturalcycles.com.    

This FAQ does not include digital purchases such as the subscriptions that are bought through the Apple-store or directly through Natural Cycles. Only purchases of physical items purchased in our webshop are included. Should you have any queries regarding the app or other Natural Cycles related issues, you can find more information and reach the Natural Cycles support through this link >>

You must be at least 18 years of age to make a purchase, as we do not enter into agreements with minors (under 18 years) without parental consent.


Delivery
Products
3 Prices and Customs
4 Payment
5 Warranty and Insurance
6 Right of return
7 Complaints
8 Storage of data

 

 


1 Delivery

What are your estimated shipping times?
The estimated shipping time varies depending on the country, due to local delivery and customs handling:

Up to 6 business days within Scandinavia
Up to 8 business days to the rest of Europe
Up to 30 business days to the rest of the world

Where are you sending the items from?
Our main logistics center, and where we have our webshop products, is in Habo, Sweden.

What happens if my item is out of stock?
Ordered items that are not in stock will be sent as soon as possible. Our logistics team will keep you posted on the new delivery time if possible.

I ordered multiple products - what happens if one of them is out of stock?
When it comes to a multiple product order and something is not in stock, we will either re-order or delete the item from the order unless delivery can be made within a reasonable time. With an extra delivery, the extra shipping fee will not be at the customer’s expense.  

For the items to be re-ordered, the monetary value must exceed $17 USD (including VAT).

What would happen if my order would be very late?
Should there be an extensive delay in delivery time, you have the right to cancel your order. We will, of course, keep you posted about any changes.

I did not receive what I ordered, what should I do?
Send an email to info@naturalcycles.com as soon as you notice this and we will help you in the best way possible.

How will my package be sent?
Your package will be delivered in an ordinary parcel, this means that depending on the size, it will be delivered directly to your post box. In case it does not fit, you should be informed by your local postal service on where to pick up your package.

Can I get express shipping?
Unfortunately, we do not offer express shipping at the moment.

Can I track my package?
We do not offer the possibility to track packages at this time.

What happens if I have written the incorrect address?
Please check your delivery address before you complete your purchase and add a C/O name if you are not listed as a resident for the shipping address. After completing your purchase, you will not be able to change any information. If your package is returned due to this, we will charge an extra fee of $18 USD to cover the cost of the new delivery fee as well as handling costs.


2 Products

I cannot find the product I am looking for, is it out of stock?
It could be that the item is temporarily out of stock, or we have removed the item from our assortment completely. Please contact us at info@naturalcycles.com  if you have any questions regarding the assortment.

I want to repurchase a product but the price is different, why?
The prices on our assortment can always change if, for example, taxes and fees, commodity prices, or exchange rates change.


3 Prices and Customs

What does the shipping fee cost?
We have a fixed shipping cost of $6.

Do I pay VAT?
Yes, the VAT of 25% is included in the price. This is tax rate in Sweden for unconsumable products.

Do you have a minimum amount of purchase?
No, we do not.

Do you accept prepayments or payment installments?  
No, we do not at the moment.

Does it cost me anything if I do not pick up my package?
Yes, we will charge an $18 USD fee for returned/non-collected packages that have been returned to us and needs to be resent. This is to cover the extra shipping fee and handling costs to ship it back. So, please always keep an eye out for your package and also collect your package on time and use your right to cancel an order instead, if applicable. This can be more cost efficient for you and for us.

Do I have to pay for customs?
You may need to. All customs’ laws are different, so please check your country’s customs’ laws before ordering.


4 Payment

What payment methods do you have?
We take credit/debit card and PayPal payments.

How safe is it to pay with a credit/debit card?
At Natural Cycles you can pay safely with a credit/debit card over the internet. The payment system we use is an affiliated company to PayPal that has the same security demands as PayPal.

What type of payment information do I need?
When you pay with a credit/debit card online you will need to add a name, card number, expiration date, and a safety code. This is to ensure your purchase is safe and secure.

What is a safety code (CVV2/CVCV2)
The code can also be called as a security code or security number. This code is sent by the card publisher for verification. CVV2 is associated with VISA cards and CVCV2 is associated with MasterCard.

Where do I find this code on the card?
On a VISA and MasterCard, you will find the code which are the three-last numbers in the signature field on the back side of the card.

Why must I add the security code?
This is to increase the security. These numbers are randomly generated by the card publisher that is only used for verification when making a distant purchase, such as through the internet. If you want to know more about the security code, please contact your bank or card provider.

I want to give my employees a great Christmas present! Do you invoice companies?
Yes, of course. We are happy when companies look after the best for their employees. This can only be done if the company, organization or municipality, is credited and confirmed by us. If a reminder for payment needs to be sent, a late charge of $9 USD will be added.


5 Warranty and Insurance

Do I have any warranty on your products?
Yes, as a customer at the Natural Cycles webshop you have a two (2) year warranty on the Basal thermometer (Celsius) and a one (1) year warranty on the other thermometers. Other items that do not have a warranty is then referred to a complaint.

What does the warranty on the thermometer mean?
If the thermometer can be repaired or a battery change is all that is needed, then this is the first step. If the reparation seems to be unprofitable, the item may be replaced with another product that has the corresponding function/performance.

For legal persons, only the manufacturer's stated warranty applies, see the product's packaging or manual.


What is not valid for a warranty?
The warranty is not valid when accidentally broken, due to neglect, when broken due to overvoltage/damage due to lightning, abnormal usage or if you have not followed the included maintenance and service instructions.

Are Natural Cycles packages insured?
Yes, our shipments are insured. Damaged goods can be reported to 
info@naturalcycles.com.


6 Right of return

Can I regret and return my purchase?
Yes, you have the right to return a webshop purchase within 14 days, if the item is unopened.

What items are not included in the right of return?
Due to health and hygiene reasons, products with a broken seal is not covered in the right of return. As well as intimate products such as vibrators, condoms, female sanitary products, and pelvic floor trainers.

It is you, the customer, that is responsible for the item until the return has reached us and that it is returned in an unchanged manner. Please package the item in a way so that it does not get harmed during the delivery.

How do I report this?
You send an email to info@naturalcycles.com and you will be given an address for returns.

Do you stand for the shipping fee for the return?
No, we do not.

How long does it take for me to get my refund for my return?
Any refunds will be done within 15 days from when we receive the returned articles, we will be updating you through email.


7 Complaints

Can I submit a complaint about an item from Natural Cycles?
Yes, of course. Due to the consumer purchase law in Sweden, you have a 3 year period to make a complaint. To be able to submit a complaint, you as a customer must be able to prove that the fault of the item was there when the purchase was made and it must be done within a reasonable time from when you discover, or should have, noticed the fault.

What is not included to make a complaint?
A purchase of a digital product, such as our subscriptions and gift cards are not covered by a complaint.

How do I process a complaint?
You email your complaint to info@naturalcycles.com.

What does it mean to make a complaint?
If the issue cannot be solved in another way than you returning the item to us, you will be given an address to where to send it. We will refund the shipping fee to you as soon as the item has reached us and the complaint been approved.

How long does it take for me to get my refund for my complaint?
Any refunds will be done within 15 days from when that complaint decision has been made, we will be updating you through email.

What laws do you follow in case of dispute?
We follow the ARNs (the Swedish General Complaints Board) decision in case of a dispute.

8 Storage of data
You can read more in our Privacy Policy where you will get more precise information about what data is stored and why.

Do you store my data?
Yes, we do.

For how long do you save them?
We save the data as long as needed by Swedish law, you can read more about it in our Privacy Policy here>>

 

 

 

 

Last updated: May 24th 2018