Returns & Exchanges

Returns

We understand that shopping online can sometimes be challenging. You have the right to return your order within 14 days of receipt, provided the items are unopened and unused.

Please note that we are unable to offer refunds, replacements, or exchanges on any opened or used products.

For hygiene reasons, accessories such as guashas or rollers are not eligible for return.

How to return

Please enter our returns portal to receive a free return label. You will need your order number and the email address you made your order with. Make sure to include the '#' in front of your order number. 

Return instructions

You may return the products in the original packaging or use an alternative box, but please ensure the items are securely packed to prevent damage during transit. Kindly include your order information inside the shipment to help us process the return efficiently.

All returned products will be inspected upon receipt. We aim to process your return promptly and will notify you via email once your refund, replacement, or exchange has been completed. This will occur within 7 business days of receiving the returned goods. Please note that shipping charges are non-refundable.

We cannot accept returns on opened or used items, except in the case of faulty products.

Return address

Naturelleshop.com

Teollisuustie 9

04300 Tuusula

Finland

We are not responsible for lost goods in transit.

Can I return a product that didn’t suit my skin or a product I didn't like?

Please note that we are unable to offer a refund, credit, or exchange for products that have been opened and are unsuitable for your needs.

We understand that everyone’s skin is unique and may react differently to products. For your protection, we provide a complete list of ingredients for all the products we offer. If you're uncertain about potential sensitivities, we recommend requesting samples before making a purchase. This allows you to test the product without opening it.

Simply add your sample request in the comment field of your order or contact our customer care team for assistance.

What should I do if I received the wrong item or if the product was damaged during delivery?

If you receive a damaged or faulty product, please contact our customer service team with images of the damaged goods as soon as possible, and no later than 14 days from the delivery date.

Claims submitted after 14 days may be subject to rejection, as we reserve the right to deny returns or exchanges in such cases.

If you received the wrong item, please reach out to our customer service at service@naturelleshop.com for assistance.

Exchanges

Unopened and unused products can be exchanged by returning them to us through our returns portal.

When requesting an exchange, please specify that it is an exchange (not a return) and include your contact information inside the package. Additionally, indicate the product you wish to receive in exchange for the returned item. The exchange will be processed once the returned product has arrived at our warehouse. Please note that a replacement product will only be shipped after the original item has been returned.

Didn't find the information you we're looking for? 

In case of any further questions, please contact us at service@naturelleshop.com 

 

Shipping

Yes! To ship internationally, we partner with Global-e. Global-e is a trusted global ecommerce vendor whose solution allows {Merchant} to provide the best possible user experience to our international customers.


Please select the country switcher dropdown to see which countries we ship to and select accordingly. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear as a separate line item. If they are already included in the product price, there will be a note at checkout clarifying. ​Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility. ​It will be noted at checkout for full transparency before you order.

Not satisfied with your purchase? Don't worry, we know that sometimes it's hard to shop online. You have the right to return your order within 14 days from receiving it, if the products are unopened and unused.

If you have already placed and received an order, please follow the return steps in our return's portal here Returns Portal (global-e.com)

You can view your order tracking Track Order (global-e.com) and more information on international orders [here – link the Global-e Customer Support portal].

Other

You can contact us through our contact page! We will be happy to assist you.