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.
We accept VISA, Mastercard, Amex, Maestro, Paypal, Google Pay, Apple Pay and Splitit.
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.
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.
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.
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.
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.
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.
Please see our Delivery section for full details of the Naturisimo delivery options and rates.
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
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.
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.
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.
Yes, our couriers require that someone at the delivery address signs for the order. It doesn't necessarily have to be the customer addressee.
Yes, following your instructions, the courier can deliver your order at a safe place if the order doesn't have to be signed for.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Please see our Ethos Page for details on our ingredients policy.
Yes. We never have and never will sell products that have been tested on animals. See our Ethos Page for more details.
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.
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.
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.
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!)
You can redeem your points on any full price products.
Points expire after 3 years of inactivity.
Earn 5 points for every £1 spent. 100 points = £1 off
No, unfortunately points are not redeemable alongside any other discount.
Not to worry, your points will stay in your account ready for you to use next time.
Yes, you can.
When you sign up for an account, you are automatically enrolled into our loyalty scheme.
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.
Please visit our account sign up page.
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.
Splitit is a payment method solution enabling customers to pay for purchases with an existing credit card (Mastercard or Visa only), by splitting the cost into interest and fee free monthly payments, without additional registrations or applications.
This is a 3 month, interest free instalment payment plan. This means at the time of purchase, your first interest free payment will be processed. The second and third interest free payments will be processed after 30 and 60 days from purchase.
Anyone who has a Mastercard or Visa account is able to use Splitit instalment payment plan. There is no approval, decline or application process.
Splitit is currently available in the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden, UK, Liechtenstein, Norway, Slovenia
Splitit is available on all Naturisimo orders above £60 pounds after any applicable discounts (including loyalty and gift cards). You can use credit cards on Visa or MasterCard. You can place orders from wherever you are!
The balance of your order will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance. You will be able to see your payment schedule before completing your order when you click on the 'Payments Timetable' link and on our product pages when clicking on the 'Learn more' link.
No, your credit score is not affected by using Splitit. Since Splitit works on your existing credit limit, there are no applications or credit checks done when you use them.
Paying with Splitit is always 0% interest, and there are never any late fees.
Refunds and returns work very similarly as with any other transaction. The only difference is that the refunded amount will reduce your second and third instalments. If the refunded amount exceeds the amount of these instalments, the excess will be paid back directly to your credit card.
Each month, your credit card statement will show instalment charged. You will also see the authorisation/hold for the outstanding amount dropping by one instalment, every month. You will also get an email from Splitit after each successful instalment charge.
When you make a purchase using Splitit, you will be asked to provide your email. Splitit will send you credentials so you can log in to the Splitit shopper portal to check your instalment status and view other information regarding your purchase. You can login at any time by clicking ‘Login’ at the top right of the Splitit website.
You can make a donation at checkout using the donation functionality. Our charity partner, The Conservation Collective are an environmental charity working tirelessly to support crucial conservation work across the world. From zero waste programs, to protecting seagrasses, and mangroves to promoting more sustainable farming practices
Naturisimo does not in any way make any monetary gains from the donations.
You will be debited the donation amount at the time of order.
Anyone using mastercard, visa, AMEX, Splitit and paypal are able to donate. All express payment options do not work with the donation functionality.
It is completely up to you - however, there is a maximum donation amount, which cannot exceed the value of your basket
Donations do not count towards any promotional spend thresholds, such as free delivery, discount codes, loyalty points.
No worries! You just need to let our customer care team know (email@example.com) during the refund process. By default, the refund will exclude the donation amount, however you just need to notify the agent that you would want this included.
Please contact firstname.lastname@example.org for all enquiries. We aim to reply to emails within 24 hours (working days) however this may take longer during busy periods.
Provenance is a tech solution for sustainability communications. Their technology enables brands to communicate social and environmental impact with shoppers online and in-store in a credible way, connecting claims to supply chain data and third-party proof. As a registered social enterprise and a proud B Corp, Provenance exists to drive positive change through transparency.
Provenance powers trustworthy sustainability claims using Proof Point technology. Proof Points are interactive icons representing claims about a brand or product – for example, Vegan, Certified Organic or Widely Recyclable Packaging. Using technology, they connect what brands say to real data from the supply chain and third party verification, so that you can be confident in brands’ social and environmental impact claims.
Simply click through each Proof Point to learn more about the claim or certification, and to explore the evidence behind it.
Brands can provide two different types of proof for a Provenance-powered claim:
- Evidenced (green tick): Evidenced Proof Points require the brand to attach evidence to publicly support their claim.
- Verified (no green tick): A Proof Point is Verified when a third party confirms the claim is accurate. Verified Proof Points have a green tick to reflect the enhanced credibility of an independently validated claim.
For Evidenced Proof Points, supporting proof can include anything from a signed statement of assurance to a manufacturer invoice, or a report from an accredited organisation. For verified Proof Points, Provenance works directly with third party organisations to confirm the validity of the verification.
Information about what counts as suitable evidence and verification for each unique Proof Point is publicly available in the Provenance Framework.
Provenance is an independent social enterprise and certified B Corp that’s committed to transparency and protecting against greenwashing.
However, they recognise that like any other business, they’re not best placed to judge our own actions. To ensure they continue to act for people and the planet, they’ve made themselves accountable to an Integrity Council of 5 social and environmental impact experts.
Although Provenance reviews evidence submitted for Proof Points, they are not a certification body. Instead, their technology enables brands to digitise any third party verifications and certifications. This means that you can be sure that a certification is authentic, and also allows you to click through and learn more about the standards required.
Provenance enables brands to share information about the impact of their products on people, animals and planet. For each claim, the Provenance Framework provides specific criteria that a product or brand must meet, as well as guidance on relevant verifiers, the evidence required and how a claim should be publicly communicated. The framework was co-developed by leading sustainability experts from business, government and NGO sectors and is continually updated to reflect the latest ESG standards.