As a customer in our shop, we 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 email@example.com.
This FAQ does not include digital purchases such as the subscriptions that are bought through the App 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.
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
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).
I did not receive what I ordered, what should I do?
Send an email to firstname.lastname@example.org 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. Unfortunately, we do not offer express shipping at the moment. 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 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.
Do you accept prepayments or payment instalments?
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.
What payment methods do you take?
We take credit/debit card and PayPal payments.
What is a safety code (CVV2/CVCV2)
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.
4 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.
Are Natural Cycles packages insured?
Yes, our shipments are insured. Damaged goods can be reported to email@example.com.
5 Right of return
Do you do returns?
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 are not covered by the right of return. Intimate products such as vibrators, condoms, female sanitary products, and pelvic floor trainers are also not covered by the right of return.
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 firstname.lastname@example.org 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.
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 email@example.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
Do you store my data?
Yes, we do.
What kind of data do you store?
We store your purchase information for bookkeeping reasons, as well as your email for marketing reasons when given consent.
For how long do you save them?
Last updated: June 26th 2020