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Goldfaden MD

Physician strength natural skincare

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Free Worldwide Delivery over £25

FAQ

FAQ

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 payment methods do you accept?-+

We accept VISA, Mastercard, Amex, Maestro, Paypal, Google Pay and Apple Pay.

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.

Orders

Can I amend my order once placed?-+

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. We also offer a gift wrapping service available during checkout. Simply select the option to add Gift Wrapping 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.

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. You can contact our customer service team to request the dispatch email to be re-sent or enquire about your order updates.

Delivery

What are your delivery charges?-+

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

Where do you deliver to?-+

We deliver to the UK, Europe and internationally. For a full list of countries please visit our Delivery section. If you want to enquire about a specific location, please reach out to our Customer Service team here

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.

Will I have to sign for my delivery?-+

Depending on the delivery location and the service used, you may be asked to sign the for your order. If you are not present, the courier may attempt the delivery at the next working day. If that's still not possible, you will be contacted and asked to arrange a re-delivery.

Can someone else sign for my delivery?-+

Yes, our couriers require that someone at the delivery address signs for the order. It doesn't necessarily have to be the customer addressee.

Can you leave the delivery at an agreed hiding place?-+

Yes, following your instructions, the courier can deliver your order at a safe place if the order doesn't have to be signed for.

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.

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.

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.

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.-+

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

Do you offer samples of products to try?-+

A large selection of samples and minis is available to order in the Minis section of our website. Simply add each sample or mini to your basket as you would with any other product, up to a maximum of 5 samples. They are non returnable and are only available with full product purchases.

What is your ingredients policy?-+

Please see our Ethos Page for details on our ingredients policy.

Are all the products you sell cruelty free?-+

Yes. We never have and never will sell products that have been tested on animals. See our Ethos Page for more details.

Skin Sensitivities

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 immediately.

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.

Our Loyalty Scheme

How do the tiers work?-+

There are three tiers - Bronze, Silver & Gold. Each time you shop with us you collect points. The more points you have, the higher the tier (and the greater the rewards!)

Can I redeem points on any products?-+

You can redeem your points on any full price products.

How long do my points last?-+

Points expire after 3 years of inactivity.

How much are my points worth?-+

Earn 5 points for every £1 spent. 100 points = £1 off

Can I redeem points at the same time as another discount?-+

No, unfortunately points are not redeemable alongside any other discount.

What happens if I forget to redeem points at checkout?-+

Not to worry, your points will stay in your account ready for you to use next time.

Can I still get my GWP when using discount at checkout?-+

Yes, you can.

Do I need to sign up for a separate account for loyalty?-+

When you sign up for an account, you are automatically enrolled into our loyalty scheme.

How does my birthday gift work?-+

Let us know your birthday and you'll receive a gift from us on your special day. If your birthday is shortly after you sign up, you will need to allow 30 days to receive your gift.

How do I sign up?-+

Please visit our account sign up page.

Technical Problems

I'm having trouble with my basket.-+

We use cookies to remember who you are so please ensure you accept our cookies. 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.

My Gift or Discount Voucher code is not working.-+

We recommend that you try to enter your voucher code a second time to ensure all characters are entered correctly. When using a gift voucher, be sure to check that it's still valid. Gift voucher codes are valid for 12 months from the issue date. If your voucher code continues to not work then please contact us.

Contact Us

How can I contact you?-+

Please contact help@naturisimo.com for all enquiries. We aim to reply to emails within 24 hours (working days) however this may take longer during busy periods.

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