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FAQs

Products questions:

What is an Eyelash Enhancer Serum?
Our Eyelash Enhancer Serum is formulated with advanced polypeptides to increase the volume, thickness, length, and curl of your lashes. Our serum uses the latest formula made with natural and safe ingredients. It has proven to be a healthy and effective treatment to grow your lashes.

Is it safe?
Yes, it completely safe. We stand by our lash serum. It has been clinically tested making it also suitable for sensitive eyes and contact lens wearers. It has natural and vegan ingredients which you can read about under our Benefits & Ingredients tab.

How long before I will see results?
Normally, results will be seen in 4-6 weeks with ultimate results at 12 weeks.
 
How do I apply an Eyelash Enhancer Serum?
Please ensure the eye lid is clean.  Apply to the lash line of the upper lashes once a day. We recommend you apply before bed at night. After your desired results are achieved it is possible to maintain results applying 3-4 times a week.
 
What happens if I stop using the Eyelash Enhancer Serum?
Your eyelashes will go back to its original look after a few weeks or months. If you would like to keep the result you have accomplished, you can reduce the usage to 3-4 times per week.
 
Is it ok to use makeup while using Eyelash Enhancer Serum?
Yes, it is perfectly fine to use makeup while using eyelash growth serum. Mascara and similar products should be completely removed before you apply eyelash growth serum.
 
Can I use the Eyelash Serum if I have Eyelash Extensions?
The answer is YES. We recommended that you use an eyelash serum and many lash techs will agree with this as it can rejuvenate and make your lashes stronger whilst getting eyelash extensions, making it easier for your lashes to hold the extensions. It can also have the benefit of extending the lash cycle which can result in less frequent refills. The product is applied to the skin and not the lashes so it will not interfere with the bond of the glue.
 
How long does a 3ml Tube of Eyelash Serum last?
It can last up to 3 months if used once a day. We suggest to use our serum at maximum 2 months. All risks and problems after 2 months are taken as your responsibility.

 Can I use the Eyelash Serum if I wear Contact Lenses?
Yes, you definitely can. Our product is made with natural and safe ingredients. We can confirm we have tested our eyelash serum on contact lens wearer. If you’re concerned please remove your contact lens prior to applying the serum before bed or consult your optometrist.

Can I use this Eyelash Serum if i'm Pregnant or Breastfeeding?

NATURA LASHES and NATURA BROWS are natural and safe products, however, prior to use we suggest to show your midwife or GP the list of ingredients for confirmation. This decision needs to be yours & your doctors.

Can I use it on my lower lashes?

You can use the serum on your lower lashes. Apply it on clean and dry skin, just below the lash line (1-3 mm). Let it sink in and dry for a minute or two before you put on creams, lotions, makeup etc. The serum that follows the applicator is enough for both upper and lower lashes.

Are there any side effects?

The serum will increase the bloodstream to the area which it is applied. If you apply more than recommended, you can experience some redness caused by the increased bloodstream. This is not dangerous and will disappear within a few days. If it doesn’t disappear, we recommend that you take a short break. You can also do a patch test on your arm, to see if you might be allergic to any of the ingredients in the serum.

Who can use the NATURA LASHES and NATURA BROWS?

Our product is suitable for anyone who wants thicker, fuller and longer lashes or brows. People who are allergic or have highly sensitive skin are recommended to do a patch test before applying the serum on the eyelid. All ingredients are approved under strict regulations by the EU Cosmetic Directive and the FDA. 

Do you test on animals?

Our serums are not tested on animals. Natura Beauty is vegan and cruelty free.

 

General questions:

I am having problems logging into my account?

If you have received a message stating that your email address/password is not recognizable - please follow the steps below:

- Clear your cache and browser history.

- Close and open a new browser.

- Make sure you are using the same email address and password that you registered with.

- If you are unable to recall your password, click on the “forgot your password?” link on the page. You will be prompted to enter your email address. Then, a link will be sent to you to create a new password for your account.

If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please contact us with the details and screenshots of the error.

Where do I enter the discount code?

If you have a promo code for a discount, you may only enter it from the checkout page.

Why was my code not accepted?

Discount codes are only valid on full-priced items and cannot be used on sale, non-branded Natura Beauty items or in conjunction with any other code or promotional offer unless stated. If you are still having problems using your code, please email our customer service team on info@naturabeauty.eu

How do I unsubscribe from emails?

In the footer of every email, there will be an unsubscribe button. Click the link and confirm that you would like to unsubscribe. We’ll miss you, though!

How do I purchase Wholesale/in Bulk?

To place a wholesale order, please email info@naturabeauty.eu - please type 'WHOLESALE' in the subject line and a member of our wholesale team will get back to you within 24 hours.

 

Shipping questions:

Covid-19 / Shipping

We are currently experiencing slight shipping delays due to COVID-19 workplace regulations. We will ship your products as quickly as we can and appreciate your patience!

Can I change my shipping address?

Make sure you enter ‘Urgent: Change wrong address’ in the subject line and we will do our best to change your address however please keep in mind your order may already have been dispatched, so be as careful as possible to provide the correct information when placing your order.

Will I get a tracking number after making an order?

Yes! all orders will include a tracking number. It will automatically be sent to your email. You can track your order directly at our site by clicking the link in your email.

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 1-3 business days to update depending on the shipping carrier. 

How do I track my order?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website.

If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 1 - 4 days for the tracking information to show up. In some rare case, the tracking information may not update but you will still receive your order. 

My tracking information shows my package was delivered. But I haven't received it. What do I do?

We're very sorry to hear that you haven't received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

A. Double check your shipping address.

We recommend to double check the shipping address you entered to ensure it was correct. Please make sure that the home number and unit number (if applicable) are correct.

You can check the shipping address that was provided to us at check-out by following the steps below:

1. Login to your Natura Beauty account.

2. Click on the order that you have not received.

3. Review the shipping information to ensure the address provided is correct.

Kindly note, in the instance that an incorrect shipping address was provided to us, Natura Beauty cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being "returned to sender". If this is the case, please contact us with your order number and we'll be happy to ship you another package to your intended address.

B. Check with your household members and your neighbors.

When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

We also recommend to check with your neighbors to see if anyone has accepted the package for you.

C. Check your mailbox and any safe drop areas around the parameters of your home.

In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas where it could have been delivered to rule out the other options.

What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

D. For businesses - check with the security guard, mailroom, and front desk.

If your shipping address is to a business, there's a very good chance it was delivered somewhere and/or to someone else. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

E. For apartment buildings - check with security or front desk/concierge.

In many instances for apartment buildings, the package will be delivered to concierge or security. Please check with your building's front desk or management office to inquire if they have received your package.

F. Contact your local post offices.

There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend to contact your local post offices to inquire if they're holding your package. Be sure you're contacting the number of that exact post office, and not the general support line of the carrier.

 

G. Wait 24-48 hours for your package to deliver.

On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

If you have done all of the above and still do not have your package, please contact us with your order number and we'll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to have your package delivered to a work address to ensure that you receive it safely.

I think my package was lost or stolen.

Natura Beauty is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address.

Do I have to pay taxes, customs or duties on my order?

International customers (outside of the Europe) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs Authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Natura Beauty, and this cannot be refunded.

Can I ship the products to an address that is different from my billing address?

Yes, definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’

 

Order questions:

How do I place order online?

Go to that product page and follow the steps:

Step 1: Click the “Add to Cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will pop-up with the total amount to be paid and the checkout button. If the cart did not open, you can click on your shopping bag in the top right corner of the page and it will appear. 

Step 2: Now you can either "Continue shopping” or click on the “Checkout” button to proceed to checkout.

Step 3: Click "Checkout" or "Express Checkout with PayPal". By clicking on one of those buttons you will be redirected to the checkout page. There you will be asked to complete all details requested from you on the form including shipping address, billing address and a form of payment. You will have an option to open a Natura Beauty account which includes benefits from discounts, newsletters and product releases. 

Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven't received that email, please check in your spam folder and verify the email address you typed on the order confirmation page so that we can contact you.

Step 5: Shipments will be dispatched from our warehouse within 1- 2 business days. You will receive a confirmation and valid tracking number that will show record within 48 hours. If your order is delayed, you can reach our customer service support.

Can I buy multiple products in a single order?

Sure you can! Just add all the products you want to your shopping bag and then click on the “Checkout” button located inside the cart. Navigate to the cart by clicking on the top right bag icon and scroll down to "Checkout". This way you can save on any additional items and save time.

Can I cancel my order?

The Natura Beauty order process is automated to distribute products quickly and accurately. If you wish to cancel order make sure you enter ‘Urgent: Order Cancellation’ in the subject line and we will do our best to cancel your order however please keep in mind your order may already have been dispatched, so be as careful as possible when placing your order.

I am facing problems with ordering through my mobile device.

Natura Beauty is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache. If you continue to face problems, please send a screenshot of the error to us by contacting customer service support.

I received an email saying that I have to verify my order details. What does that mean?

We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on-hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from a Support Representative at Natura Beauty.

Will I receive my items in one package ?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure quality in packaging. Please keep this in mind when receiving deliveries.

 

Payment questions:

I recently purchased an item online and now it's discounted. Can I get the discounted price?

Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due to unforeseen issues.

What payment method do you accept?

We accept all major credit cards including Visa, Mastercard, Visa Debit, American Express, Bancontact, iDeal, Maestro, Paypal. 

We don’t accept checks or money orders, but you can purchase through Paypal if you’re concerned about entering your credit card information online. Simply click the “Paypal” button in the shopping cart.

When will my credit card be charged?

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. Natura Beauty reserves the right to request additional identification. If necessary, we will contact you by e-mail.

What steps does Natura Beauty take to prevent credit card fraud?

We have multiple security processes in place. For one, we will never save your credit card information at Natura Beauty. This remains the private property of the card holder at all times before, during, and after the product purchase. Also, all transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted by third party-payment processors.

In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data.

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

What if my credit card is denied?

You will receive an error message immediately if there is a problem with processing your credit card. You'll have the opportunity to enter a new card number if this happens. Please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information doesn't match, the transaction will not go through, as we have a very secure payment process. If you are unsure, please call your credit card company to verify the information they have on file.

Also, please ensure that your credit card is able to make international purchases. Natura Beauty is The Netherlands based company. You can also try going through the regular checkout or PayPal checkout as a payment option. Kindly note, our online checkout system does not allow for payments to be split on two cards.

 

I have not received my refund yet, why is that?

If you haven’t received a refund yet, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

 

Haven’t answered the question you’re looking for?

Please email info@naturabeauty.eand we will get back to you soon.