FAQ's

This page is designed to help you find the answers to questions you may have about our online store and the services and features we offer. We have compiled a comprehensive list of the most frequently asked questions. We hope you will find the answer you require here but if you still cannot find the answer to your question please contact us.

PAYMENT

What cards do you accept?

We accept payment by Visa, Mastercard, EuroCard, Maestro, Delta, Solo and JCB cards.

What currency do you use?

All our prices are shown in Pound Sterling. When you pay with a card issued by a country not using Pound Sterling, your total will automatically be converted to your local currency by our payments processing bank at the currency exchange on the day of your order.

Can I pay by any other method?

You can pay your purchases by PayPal. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.

When will I be charged?

When you reach the final billing page and press 'Make payment' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

ORDERING & VOUCHERS

Is it safe to order online?

We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

Do I have to order online?

Ordering over the internet with Naturisimo is the safest and most secure method of paying and therefore we only accept orders placed online.

Can I change my order?

Once your order has been placed, we usually start processing it immediately so it's not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.

Do you sell gift vouchers or gift wrapping service?

We offer gift vouchers for any denomination of £10 or over from our Gift section. Simply enter the amount of vouchers you wish to purchase in the quantity box. We also offer a gift wrapping service available during checkout.

Can I add a message to my gift order?

This service is available during checkout. Simply select the option to add Gift Wrapping at checkout and you will be able to enter your personalised message (up to 250 characters). Your recipient will receive your message in a hand-written card attached to your gift order. Please, note that if Gift Wrapping service is selected, the printed invoice will only specify the products purchased and will not contain prices or a total.

I forgot to use my Voucher or it did not work.

Unfortunately we are unable to amend your order if a discount or gift voucher code was not originally applied at checkout. Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code contact us before placing your order as we cannot apply a voucher code after an order has been placed.

Where is my order?

When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.

We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.

If you place multiple orders within a short period of time, your orders may be consolidated. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay once and we will send you a confirmation e-mail to advise there is more than one parcel.

Please see our Delivery section for more information on how long it should take to receive your order.

You have not answered my query

It is our policy to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer service team within 2 working days, contact us again stating a secondary email address or a family member's or trusted friend's email address. Please include your name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

DELIVERY

What are your delivery charges?

Please see our Delivery section for full details of the Naturisimo delivery options and rates.

Can I pick up my order from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse.

Where do you deliver to?

We deliver to the UK, Europe and internationally. For a full list of countries please visit our Delivery section .

Do you deliver to BFPO addresses?

Most orders can be delivered to BFPO addresses. However, this is not possible for orders weighing over 2Kg. If your order does weigh over 2Kg your entire parcel will be sent back to us. Please also note that Delivery to BFPO addresses is only available on Standard Delivery. During registration you must enter your BFPO address as UK, rather than the country where you are posted. When we ship to BFPO addresses, Royal Mail delivers the parcel to the British Forces postal office in London, where the parcel is signed for. It is then the responsibility of the British Forces to ensure that the parcel is delivered to the correct location.

Do I have to pay import charges?

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Which courier company do you use?

We use a large network of couriers to deliver goods from Naturisimo to the UK, Europe and internationally. We choose the most appropriate courier depending on the size and weight of your order.

Will I have to sign for my delivery?

For security reasons, parcels may require a signature on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. We are unable to deliver to PO Boxes.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

What will happen if I am not in when you deliver my parcel?

The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. If you do not collect your parcel within a specified timeframe (usually 7 days or 3 delivery attempts), the parcel will be returned to us and you will need to arrange with us for a new delivery and pay for the costs incurred in resending the parcel.

Can you leave the delivery at an agreed hiding place?

Many orders require a signature, so we are unable to leave your order in a safe place. If you are unable to sign for your parcel, you should receive a card with written information on where and when you should collect it.

RETURNS & EXCHANGES

Can I return the goods I have received?

Naturisimo will your offer a refund on unopened items returned to us within 28 days of receipt provided they are in their original resalable condition. Simply return the item/s to Naturisimo in their original condition within 28 days of receipt following our Returns procedure.

NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, certain items such as mascaras, eyeliners, lip balms, lip glosses, deodorants and products for intimate use are non-returnable unless they remain sealed or are faulty. Contact us for a full list of excluded items.

What if I want to cancel my order?

Under the distance selling regulations you have the right to cancel your order within 7 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to cancel your order or return merchandise please see our Returns section.

How do I return my goods?

The procedure for returning goods to us is straightforward and is clearly explained in our returns policy. Please see our Returns section and our terms and conditions for full details.

Can I return my goods in person to your warehouse?

Unfortunately, for operational and security purposes, we are unable to accept any orders returned to our warehouse.

Do I have to pay for return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item/s free of charge.

Why have you not refunded the delivery charge?

Delivery charges are non-refundable.

There is a damaged/wrong/missing item in my order.

If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.

Can I exchange an item?

Currently we do not offer product exchanges. Should you wish to return an item, contact us to request your Returns Merchandise Authorization (RMA) number and follow our Returns procedure. A separate order should be placed for the product you wish to purchase.

Can you confirm my return?

We usually process a return with 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please do not contact us until 3 working days have passed since we received your return. We do recommend that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used. If it has been more than 3 working days since we should have received your return please, contact us.

How long will it take to receive my refund?

Your payment for the goods will be refunded by Naturisimo as soon as possible by the original or agreed payment method, no later than 14 working days after we have received the goods.

I have been refunded the wrong amount.

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact us quoting your order number and the required refund amount. Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge. If a discount or gift voucher was applied to your original order, and the refund of a returned item means that the original discount or gift voucher would no longer apply, the amount refunded will be adjusted to reflect this.

SAMPLES & PRODUCTS

How can I obtain product samples?

A large selection of samples and trial sizes is available to order in the Samples section of our website. Simply add each sample to your basket as you would with any other product, up to a maximum of 5 samples.

Please note that strict terms apply to ensure fair use. Each order qualifies for up to 5 samples. Samples are non returnable and are only available with full product purchases.

Can you please send me samples?

Samples and trial sizes are available to order with your purchases only and all samples must be ordered via our website. We are unable to send samples separately from an order. You can choose up to a maximum of 5 samples with any order. Note samples cannot be returned.

I need more information about a product.

We include as much information as possible about a product on the product description page itself. Detailed information like product ingredients or brand policies can be found clicking on the relevant link. If you need more detailed information, please contact customer service team quoting the product name and reference, which can be found at the bottom on the product page (e.g. ref: 815). All our products are only available in our website so our team is unable to advise you where else our products can be purchased.

How long is the shelf life of your products?

We keep small amounts of stock to ensure maximum product freshness and we purchase our products directly from authorised distributors to provide you with the latest available stock. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase, though most of our products will have longer expiry dates than 6 months.

The product I ordered is now reduced. Can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

How do you know which chemicals to avoid in your organic beauty products?

Our Doctor Chemist, member of the UK Royal Society of Chemistry, advises us in product formulations, artificial chemicals and their potential harmful effects. We also follow the guidelines published by the UK Soil Association, Ecocert, Germany BDIH, USDA, Friends of the Earth and other related regulatory bodies.

Are all your organic and natural beauty products sealed?

All products are sent to you in exactly the same conditions we received them from the manufacturers. As an exclusively online organic beauty store our products are never displayed in a shop where they are accessible by the public or other customers prior to purchase. The products are delivered by our warehouse directly to you in exactly the same condition as we receive them so there is no opportunity for them to be tampered with before you use them. Note not all manufacturers seal their products.

Are all the products you sell organic?

Naturisimo offers a variety of brands, each with their own formulation philosophies that range from 100% organic to simply natural. Though not all products we carry are 100% natural, organic or organic certified, we avoid all the toxic chemicals known to be harmful such as parabens, SLS, UREA, Phthalates and many more and we provide comprehensive information about each brand and product on our website so customers can make an informed choice.

Are all the products you sell cruelty free?

Naturisimo operates a cruelty free cosmetics policy. None of our brands conduct animal testing during product development. However, some of our cosmetics contain carmine, an extract taken from the shells of the red cochineal beetle and we accept it because it?s the only 100% natural and non-toxic red pigment ingredient available. Also a minority of our brands conduct animal testing after product development strictly to satisfy individual countries legal requirements while alternative testing methods are being discussed. If a product contains carmine or if it's cruelty-free, it is clearly labelled in the product 'Info' or 'Ingredients' tab.

SKIN SENSITIVITIES

Can I use Naturisimo products if I have sensitive skin?

Naturisimo only stocks reputable organic beauty brands, free from the most common allergens such as SLS, artificial colours and fragrances. However, everyone's skin is unique and it would be impossible for us to predict about how your skin will react. Some people may find they are sensitive to natural ingredients such as essential oils or fruit extracts found in natural products and for this reason we display the full product ingredients within the product page of our website to enable customers to make an informed choice before purchase. Even the most 'gentle' ingredients can cause a reaction in certain people's skin so we recommend patch-testing a small amount of the product on the inside skin of the wrist area to ascertain its compatibility.

How do I carry out a patch test?

The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.

What if I have an allergic reaction to a product?

If you have carried out a patch test, as explained in how do I carry out a patch test, and have experienced an allergic reaction, please do not use the product under any circumstances and consult your physician inmediately.

Can I use Naturisimo products if I am pregnant?

Some of our products contain essential oils which would not be suitable during pregnancy or whilst breast feeding. We recommend you consult your physician for specific advice.

TECHNICAL PROBLEMS

I'm having trouble with my basket.

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the Naturisimo website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please ensure that you can accept cookies from us. A cookie is a very small text file placed on your hard drive by a web page server. You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which is usually found in the Edit menu.

If these problems persist please contact our customer service team. We will send you instructions on how enabling cookies.

I am told that my card has expired, even though the expiry date is in the future.

This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

My Gift or Discount Voucher code is not working.

Before contacting Naturisimo, we recommend that you try to enter your Voucher Code in the appropriate box at Checkout again ensuring that have entered the characters correctly. Also ensure that your basket contains no more than 5 samples as this may make your basket malfunction and your voucher code may not work.
If your Voucher Code still does not work, please, contact us.

I'm getting lots of pop-up ads when viewing your site.

Naturisimo does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware.

NATURISIMO SERVICES

What does Naturisimo offer?

Naturisimo is an innovative store offering the best of natural and organic beauty. Naturisimo stocks a unique collection of the best natural and organic skincare, make up, fragrance, toiletries and gifts available today. We aim to deliver the highest possible level of customer service team and unbiased product information so you can make informed decisions when shopping for natural and organic beauty products.

How do you choose your brands?

We simply search all over the world for the purest & most effective organic skincare available today. When we find a brand that meets our criteria, we scrupulously check the full list of ingredients, ethical credentials and production methods utilized. We only stock brands that pass our rigorous criteria for quality and production and we are not affiliated with any of the brands we stock.

Do you have a shop?

No, we do not have a shop, we are exclusively a UK based Internet Retailer. We do deliver directly to your address worldwide. See our Delivery section for details.

Do you have a catalogue?

Naturisimo does not print catalogues and operates an environmental policy which minimises paper printing and waste. For our ethical policies we were nominated as Online Retailer of the Year for the Observer Ethical Awards. You can find all our products and detailed information listed in our website.

Do you sell wholesale?

No, we are a retailer store and sell directly to our customers.

Can I contact you by phone?

We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, customers have overwhelmingly and consistently said they wanted cheaper prices over anything else.

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