Natural Matter has chosen mail order specialist CLF Distribution Ltd to process your order. Your internet order is automatically sent to CLF Distribution. Your internet shopping experience should always be problem free. If you experience any problems, please contact the customer support team on the number above. Please note that your credit card will be billed in the name of CLF Distribution Ltd

Shopping with Natural Matter should always be problem free. If at any time you do experience any problems, please contact one of our customer care advisors.

You can order by
(1) using this web site
(2) telephone our order line 01725 514240. (Monday - Friday 9.00am - 5.30pm)
(3) by fax to +44 (0) 1725 514 201
(4) by post to Natural Matter Order Department, 1 Scotts Close, Downton Business Centre, Downton, Wiltshire, SP5 3RA


Ordering Online

Select the products that you would like to order by clicking on the "buy" button to add to your virtual shopping basket. You can view the products in your shopping basket by clicking on "view basket". You can also change the order quantities by changing the number required and clicking "update basket" or remove a product from your basket by clicking on the "delete" button at the end of a line.

You also have the option of logging in, or "create a new customer account", or to continue as a guest shopper. If you are a returning customer then click the 'login' link and enter your username and password to log in. If its the first time you are purchasing from Natural Matter then click on "create an acccount". Here you will need to fill in your name, address, e-mail address, username, password and phone number(s). Be sure to fill in all the fields with the *(asterisk) next to it.

After you have filled in the form then click on "register". You will now be taken to the "accounts" page where you can click 'view basket' to continue with your purchase. If you do wish to register for an account you can continue with your purchase by filling in the billing details on the first 'checkout' page. You also have the option of changing your shipping address by checking the "I would like to use a different delivery address" option. Make sure all your order details are accurate before proceeding and then click 'submit'.

On the next page you can select from different shipping zones options (if ordering within the UK) plus different delivery options i.e. "Priority" or "Standard" shipping. After you are satisfied that your order details are correct then click on the "next" button. You will now be presented with a summary of your order details. If you need to change any information you have provided click 'back' on the browser and amend the details. If these are all correct click on the 'enter payment details' button

You will finally be taken to the 'payment page', where you will be asked to enter you credit card information. Then please click on "Purchase", which will complete your shopping process. We'll send you an email containing the complete order information, as well as an order number to use if you wish to contact us. If any of the products that you have ordered are out of stock, you can still place the order and we will ship your backordered product(s) as soon as we receive them at our warehouse. If needed we will ship your order in multiple shipments, you will not be charged for the multiple shipment. We will send you an e-mail as soon as your products are despatched from our warehouse.

Tracking Your Order:

Once your order has been confirmed we will send you a confirmation email containing your order number. You can log onto "my account" and with the order number, check up the status of your order. If for any reason your order does not reach you in the specified time, you can contact us by phone, fax or email. Any such enquiry will be investigated promptly and we will let you know why your product was delayed and what we are doing to put matters right.

Payment Options:

Natural Matter offers the following variety of payment methods: Credit Cards, and debit cards.

Credit Cards:

Visa
MasterCard / EuroCard

Debit Cards:

Switch
Delta
Solo
American Express

To ensure that shopping on-line is secure, your credit/debit details will be encrypted using Thawte SSL technology.

Your Privacy:

Privacy Policy
Natural Matter respects your privacy and is committed to protecting it. All the information given by you will be maintained with utmost care. This information is required for the sole purpose of easing and enhancing your overall shopping experience and will not be passed on to a 3rd party.

What information do we need from you and why?

When Registering an account with Natural Matter

On registering with Natural Matter we need your name, email address and we ask you to choose a username and password. You will qualify for special offers, competitions, product announcements and other news, which may be e-mailed to you from time to time. We respect your privacy. If you would prefer not to receive e-mails alerting you of Natural Matter special offers, product announcements and other news, just let us know by un-checking the box on the login page that says "Yes! I'd like to get information on special offers, savings and new products". You may also unsubscribe at any time and stop receiving our newsletters or product information by updating your account details by logging on to 'my account',

When Ordering

When you place an order from Natural Matter, we require your name, home address, delivery address (if different), e-mail address, credit or debit card number and expiry date (and issue number for debit cards) so we can process and deliver your order. We also ask for your telephone number so that we can contact you urgently if there is a problem with your order. The information collected on the order form (except of course those necessary to process the credit transaction) is not shared with any group or organisation outside CLF Distribution. You may verify and modify these details at anytime by logging on to "my account" if you have registered with us.

What are "cookies"? Why do we use them?

Cookies are small pieces of information that your web browser stores on your computer when you visit a website. Our cookies let us personalize your visits to Natural Matter and recognize you when you return. Natural Matter can access only the cookies that our site creates on your computer. Most browsers automatically accept cookies. You can disable cookies on your computer by indicating this in the preferences or options menus in your browser. We recommend that you use Internet Explorer and Netscape Navigator versions 3.0 and higher. Cookies pose no hazard to your computer.

User's consent

When you shop on our website, you agree to let us collect and use information as specified in the privacy policy. If the privacy policy is changed, the changes will be posted on this page, so you'll be aware of what information we collect, how we put it to use and under what circumstances we will disclose it. Note: if there are any changes in the privacy policy they will only apply to new users and will not apply to those already enrolled on product trials.

Security Policy:

How do we protect your information?

All the customer information (including your name, email address, mailing address, credit card information and purchase history) is protected by using secure servers that encrypt the information you input before it is sent to us. When you place an order with us, we protect your credit card information by using a secure server (SSL- secure socket layer-encryption, the Internet standard for secure transactions) for browsers that can accept it. SSL encrypts your ordering information, such as your name and credit card details so that they can't be read in transit. The financial data is available only to the banks and credit card clearing services for the purpose of processing payments. As an additional safety concern, please be assured that once the transaction is complete, your credit card details will not be stored on our database along with your other personal details. Only you and the system administrator know your password. The information you provide us may be transferred outside the United Kingdom for the purpose of operating our site or to maintain your customer account. Natural Matter employees will never give out your personal information to anybody unless you specify so, nor will our employees ask you for them in an unsolicited email or telephone call. All the consumer information is stored on a separate and secure database, which is not directly accessible from the Internet. At Natural Matter we regularly review the security measures to ensure that our site is safe and secure, from our consumers point of view. If you are still unsure about sending your credit card details over the internet. You may place your order over the telephone by calling customer services between 9.00 am to 5.30 pm GMT Monday to Friday. Tel. +44 (0) 1725 514241 (dialling from outside UK)

Forgotten Your Password:

If you have forgotten your password, we can email you a reminder. Just click on the 'my account' link, and then choose the link which says, "forgotten your password". You will then need to enter your name and email address. A password reminder will then be send to you via email.

My Account:

Modifying your account details

You can view or modify your account information in two ways:

By logging on to "my account" where you will be prompted to enter your username and password you choose at the time of registration. You may then view or edit information that you have previously registered with us. You may alternatively e-mail our Customer Services department with the required changes at naturalmatter@clfdistribution.com.

When logged on to "my account" you may track your order status or view a detailed history of all the products you have bought from Natural Matter.

Returns & Refunds:

If for some reason you are unsatisfied with the product(s) we send you, then you can return them within 14 days, provided they are unopened and unused, for a full refund. If any of the product contents are damaged during transit, please let us know and return the goods. We will despatch a replacement or refund your credit card, at our discretion. In the unlikely event you receive the wrong product please inform us immediately and we will despatch the correct product the same day. You can cancel your order by calling Tel. +44 (0) 1725 514240 (dialling from outside UK) and provided your order has not been despatched, we will consequently refund your credit card with the full amount. If the goods have already been despatched then return them to us unopened and unused within 14 days of receiving them and we will refund your credit card. If you are unsure about any of the products being suitable for you to take then please look through our information page on the product in question and if you are still in doubt please contact us for advice. You can contact us between 9.00 am to 5.30 pm GMT Monday to Friday. Tel. +44 (0) 1725 514240 (dialling from outside UK)

Billing Query:

Your credit card is charged at the time you place your order. Generally credit refunds are processed within 5-7 days but may take up to 30 days for the credit to show up on your account depending on your financial institution. If you have any other billing queries please email-us with your enquiry at naturalmatter@clfdistribution.com

Order History:

We will maintain details of all the orders you have placed with us. You may look up these details anytime by logging on to "my account" where you can view your current and past order information.

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