Avoid this company like you would do the plague. Before returning a pair of shoes (that didn't fit) for a refund I queried, and asked them for clarification, on their returns policy which at the time stated: “Please make sure there are not taxes to pay in order to deliver the package in our warehouse as won’t be accepted.” I queried this badly written statement with Natural World and I was advised that I needed to check any potential taxes at my end (i.e. the UK) before returning the shoes. I checked with my local post office and they advised that I just needed to complete the customs declaration form and attach it to the package which I duly did. However, upon arrival of the package in Spain, Natural World gleefully emailed me to advise that there was an import charge of £20 and that they would therefore not be issuing me with a refund on my pair of shoes (which cost £54). Hugely disingenuous of them to not admit to being aware of this tax, which their returns policy alluded to.What they might have done to improve the situation would have been to pay this tax, accept the returned shoes and subtract this £20 tax from the price of the shoes and issue me with a refund for the remaining amount (£34). The ill-fitting (therefore useless) shoes did find their way back to me, as the Spanish import tax remained unpaid. So, I feel like I have been conned (I am £54 out of pocket). Not what I expected from an “ethical” company.
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