Customer Care during Coronavirus & Post-Brexit

Please read this carefully before ordering and see below for shop & clinic updates.

Last Updated: 26th May 2021 ‚Äč

Important changes to shipping to eu countries - effective IMMEDIATELY

Until further notice, we have had to make the difficult decision to suspend shipping to EU countries, effective from Wednesday 26th May 2021, with the exception of prescription orders for registered Napiers patients under the care of one of our herbal practitioners. We apologise sincerely for any disappointment and inconvenience this may cause to our EU based customers and are very appreciative of your custom. 

Since the UK exited the EU on the 1st January 2021, we have been experiencing extreme difficulties with shipping our herbal products to multiple EU countries, especially; Denmark, France, Germany, Spain & Sweden. We are also experiencing a lot of challenges shipping to Norway at present. In many cases, shipments are being rejected at customs and returned to us despite all required customs declarations being provided as required. Unfortunately, we are receiving minimal to no feedback on why shipments are not being cleared by customs. This has been incredibly frustrating for our customers and ourselves, as we are unable to guarantee that orders will arrive. We are doing everything we can to make sure that our parcels are compliant with customs requirements and are seeking expert guidance on the matter. As we carry such a large variety of products which are classified differently, and each EU member state has differing rules on certain food supplements, this is sadly not a quick fix situation and will take us some time and cost to ensure we can continue to trade internationally. We have spent a huge amount of resources prior to these changes coming into place trying to avoid such disruption for our customers, but unfortunately we are still experiencing a lot of unforeseen issues. We are very appreciative of all of our EU based customers who have been supporting our business for many years. We very much hope that we will be able to continue to serve you soon. Our team thank you for your understanding as we try to manoeuvre our way through these challenging times.

IF YOU ARE A REGISTERED PATIENT & NEED A PRESCRIPTION SENT TO THE EU

Please send an email with your prescription requirements, name of your herbalist, and your shipping information to our team at mailorder@napiers.net. A member of our team will be able to create an order manually for you on our system then contact you for payment to finalise your order. We aim to respond as quickly as possible. If your order is urgent, please feel free to call us on +44(0) 1506 353 786 to place your order over the telephone. Thank you.

 

Stock situation

Like all other herbalists, we initially had an unusually high amount of orders due to panic buying. This put pressure on stocks, suppliers and growers. Unfortunately this has pushed the price of many herbs up. However, at the moment stock is good for most herbs. We do not currently expect any permanent shortages of herbs. 

We kindly request that you order only what you need. We reserve the right to limit bulk buying especially of litres of individual herbs. This will help us to manage supply of herbs fairly.

With regard to items stocked, please remember that everything we do is bespoke from our dispensary. We are not a large supplement company that has stock items just sitting on shelves in a warehouse. This is why we cannot instantly show what is 'in stock'. So if something is out of stock temporarily, we will endeavour to let you know as quickly as possible and please be patient.

Please be aware that as of 1st January 2021, due to a change in regulations post-Brexit, many of our cosmetic products will no longer be available to EU customers. Please see individual product pages to identify whether this restriction applies. We apologise sincerely for any inconvenience this may cause.

Backorders

We cannot currently accept backorders. If an item in your order is not in stock, or arriving in the next 2 days, we will send you those items that we do have and refund those we don’t. You are then best to wait a week and reorder the missing items unless you have subsequently found them elsewhere.

Order delays

Unless you have a prescription, you may currently have to wait longer than our usual 2 to 3 days for delivery.
This is entirely dependent on which herbs you have ordered and us keeping our dispensers free from infections.
At the moment, the lead-time is averaging 3 to 7 working days. 

Patient priority

For those not familiar with Napiers, we are not a supplement company. We have qualified herbalists and other healthcare practitioners working in three Scottish clinics who consult with patients on a daily basis. Each patient is then given a bespoke prescription. We do not want our current patients to go without their medicines. So we are prioritising patient prescriptions over internet orders. We have also stopped selling some herbs that have a long lead-time for restocking, except to registered patients.

If you have a current medical problem and would like to register as a patient and book a consultation with a qualified herbalist please contact advice@napiers.net Click here for more info here on finding a suitable herbalist and see below for a list of Napiers herbalists working online.

If you have been self-treating for Lyme disease and would like some support from our specialist herbal Lyme Clinic, appointments are available with our team of herbalists via telephone (UK only), Facetime, Skype or WhatsApp. If you would like more information or wish to make an appointment, please email us at advice@napiers.net 

Alternatively if you are under a Medical Herbalist outside of Napiers but need to buy herbs from us, please send us this information to register as a patient so that you can continue to access specialist herbs that have been prioritised for our patients.

Contacting us for mail order

We are experiencing extremely high call volumes and emails. We are a small team and can only assign one person to reply to enquiries as everyone else is busy dispensing and preparing parcels for dispatch. Please be patient and email our help desk rather than leaving voice messages so that our patients can still get through for consultations. Please only telephone +44(0)131 263 1860 if your enquiry is urgent.

Please look through the links below to see if we have already published the information you are looking for.

You can email us via our help desk and we will try to reply quickly but at the moment this may take a day or two.

Our postal address is:

Napiers the Herbalists
62 George Street
Bathgate EH48 1PD
Scotland, United Kingdom

 

NAPIERS SHOPS AND CLINICS:

Consultations:

All consultations with your herbalist or nutritional therapist will take place via WhatsApp, FaceTime, Skype or telephone (UK only) and not face-to-face. This is to minimise the risk of infection to both the practitioner and the patient. 

Napiers Bathgate:

NAPIERS BATHGATE
Our Bathgate shop and clinic are open for browsing, collections and advice between 09:30 and 17:00 Monday to Saturday. Orders can be taken online at napiers.net and posted out to you. 
Click for more Napiers Bathgate details and any further updates.

Bathgate Clinic consultations are available by phone or online with the following practitioners:
Cath Kay Medical Herbalist
Kim Stirling Medical Herbalist
Angela MacRitchie Naturopathic Herbalist
Thanos Razis Medical Herbalist & Homeopath
Monica Wilde Research Herbalist (Lyme only)
For a list of herbalists in the Napiers Lyme Clinic please click here.
Details on how to book repeat consultations are here. 
Prescriptions for Bathgate patients can be ordered online here.

Napiers Edinburgh:

NAPIERS EDINBURGH and Dee Atkinson shop is open to the public from 10:00 to 17:00 Monday - Friday. Please check on the website for weekend opening hours. For those who prefer not to come in, prescriptions and orders can be taken over the phone to be collected later or posted out to you. You can call on 0131 225 5542 between 10:00 and 17:00 Monday to Friday. Email: bpreception@deeatkinson.net 
Click for more Napiers Edinburgh details and any further updates.

Edinburgh Clinic consultations are available by phone or online with the following practitioners:
Dee Atkinson Medical Herbalist
Clare McQuade Medical Herbalist
Joseph Nolan Medical Herbalist
Daina Marshall Medical Herbalist
Charlotte Heald Nutritional Therapist
Kate Swaine Nutritional Therapy
Michaela Mazzoni Nutritional Therapist
John Kennedy Counselling
Suzanne Rigg Counselling
Margaret Moroney Counselling
Kirstin Bruge Homeopath
Jill McLaggan Fitness Coaching
You can call on 0131 225 5542 to book an appointment.

Napiers Glasgow:

NAPIERS GLASGOW is currently open to the public for browsing and collections. Orders and prescriptions can be taken over the phone to be collected later or posted out to you. You can call on 0141 339 5859 between 10:00 and 18:00 Monday to Sunday.
Click for more Napiers Glasgow details and any further updates.

Glasgow Clinic consultations are available by phone or online with the following practitioners:
Nikki Biddiss Medical Herbalist
Angela MacRitchie Naturopathic Nutrition

SHIPPING AND OTHER INFORMATION

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