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Frequently Asked Question
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- Digital Product Queries (E-books, Health Detective, etc)
- Delivery Queries
- Checkout and Ordering Queries
- My Account Information Queries
- Refunds and Returns Policy Queries
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Digital Product Queries (E-books, Health Detective, etc)
Q. I just ordered the Health Detective Online Test. How do I access it?
A. Click on the ‘your account’ link in the horizontal dark green bar at the top of this page and log in using the details you gave when placing your order. You will be taken to your personal account pages. Click the ‘your digital products’ link and you will see the Health Detective listed there. Click ‘Begin the Health Detective Test’.
Q. I just ordered an e-book. How do I read it?
A. Click on the 'your account' link in the horizontal dark green bar at the top of this page and log in using the details you gave when placing your order. You will be taken to your personal account pages. Click the ‘your digital products’ link and you will see the e-book you just purchased listed there. Click on it to read it.
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Delivery Queries
Q. How long will it take for me to receive my order?
A. Orders are normally dispatched by the next working day and should arrive to you the day after. If you live abroad please allow a few more days for your items to arrive. Our standard dispatch service is Royal Mail 1st class. If you wish to have your order delivered by a tracked service, please contact our customer service team by emailing orders@naturalhealthpractice.com or call + 44(0) 1892 507598 who will be able to arrange this for you.
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Checkout and Ordering Queries
Q. What does it mean if I get an error message when I click the ‘Process’ button after entering in my billing and shipping details?
A. If the error messages reads ‘We were unable to process your order due to errors or omissions in your form.’, please scroll back to the top of the page and check that you have filled in each box correctly. A red error message will be displayed next to the one/s that haven’t been filled in properly. Once rectified, click the ‘Process’ button again and your order will go through.
Q. I’m an existing customer, but when I try to enter my login details to checkout I get an error saying password not recognised. I am 100% sure that the password I’m typing is correct. What should I do?
A. We have recently upgraded the security on our payment section for added piece of mind for our customers. However, this now means that we only accept passwords that are 6 digits or longer. If your old password is less than 6 digits you will need to get it reset by emailing us at orders@naturalhealthpractice.com and ask us to reset your password for you. Please remember to include your username in the email. We will generally do this within a few hours of receiving the email.
Q. Can I print my E-book?
A. Yes. You cant edit or copy the text but you can print out individual pages or the complete e-book for reading convenience..
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My Account Information Queries
Q. How do I change my login password?
A. Click on the 'your account' link in the horizontal dark green bar at the top of this page and log in using your current username and password. You will be taken to your personal account pages. Click on the 'Change email / Password' link and type in your new password.
Q. How do I change my email address?
A. Click on the 'your account' link in the horizontal dark green bar at the top of this page and log in using your current username and password. You will be taken to your personal account pages. Click on the 'Change email / Password' link and type in your new email address.
Q. How do I change my billing / postal address?
A. Click on the 'your account' link in the horizontal dark green bar at the top of this page and log in using your current username and password. You will be taken to your personal account pages. Click on the 'Manage / update addresses' link and you will be able to edit your address information.
Q. How have you calculated the shipping amount?
A. The shipping amount is calculated based on the shipping location and total amount of the order. All orders over £70 will receive free shipping.
Q. Why have you charged a shipping amount?
A. We charge shipping to account for the packaging a postage costs incurred in sending your order out to you.
Q. What types of payment methods do you accept?
A. We accept almost ALL major types of credit and debit cards. We do not currently accept American Express. If you would prefer to pay by cheque please email us in advance of your order by using the contact us form.
Q. How safe is my Order?
A. Your order is completely safe and secure as we use an encrypted payment process on a secure server.
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Refunds and Returns Policy Queries
Q. What is your returns policy?
A. You may return any goods (in their original condition - un-opened and sealed) within 14 days to receive a full refund (excluding postage / shipping charges).
Q. What is your refund policy?
A. We will issue a refund for any goods returned to us in their original condtition (un-opened and sealed), within 14 days of receipt. We do not offer refunds on the shipping / postage charges incurred for delivery or returning goods. No refunds can be given for any of our digital products as there is no gaurantee they have not been 'used' before return.
Q. I haven't received my order yet. What should I do?
For UK orders please allow up to 7 working days for delivery and for overseas allow 10 working days. If you still haven't received your order after those number of days please contact us using the contact us form.
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If none of the above Q and A’s have answered your Query then please fill in the form on the Contact Us page and we will answer your question as soon as possible.
