Customer Service


Contact Us

Need help fast? Please call customer care at:

1.877.659.6358

Mon–Fri: 9am–5pm EST

FAQ

What are our best sellers?

Click here and discover our best sellers!


Where are our products made?

All our products are made in the US, except for our bar soaps. Our bar soaps are produced in two phases. The first in Ecoparque, an industrial complex created by Natura in the state of Pará, and the second in São Paulo. These two production phases in Brazil allows the soap manufacturing process to be optimized and reduce wastes - from the extraction of the vegetable oil to the drying of the soap noodle.

Ecoparque was created to house several companies based on the concept of industrial symbiosis - when industrial facilities or companies work together so that wastes or byproducts of one become the raw materials for another - and therefore generate sustainable business in the Amazon and to local entrepreneurism.


Does Natura operate a fixed cut-off date animal testing policy?

Yes, Natura operates a fixed cut-off date animal testing policy. Since January 11th, 2006, Natura has banned animal testing for all its finished products and new ingredients developed exclusively by or for Natura. For new ingredients provided by external suppliers, our fixed cut-off-date is March 11th, 2013.


Does the policy apply across all Natura-owned brands, including Aesop and The Body Shop?

Yes. The Body Shop was the first global beauty brand to fight against animal testing in cosmetics and was the first company to be certified with the Leaping Bunny logo in 1997. Aesop is a cruelty-free company listed by PETA and has never tested products or ingredients on animals since its inception in 1987. No animal testing has been conducted by its suppliers of ingredients since March 11th, 2009.


Does Natura, or their subsidiary brands, sell any cosmetic products in regions where animal testing is mandatory for imported cosmetics?

No. Natura and its subsidiary brands do not sell any cosmetic products in regions such as China where animal testing is mandatory for imported cosmetics. Natura, The Body Shop and Aesop are all cruelty-free companies that do not believe in animal testing. None of these companies will go into markets if our values and ethics are compromised in any way.


What is a B Corp certification?

B Corporations are for-profit companies certified to meet rigorous standards of social and environmental performance, accountability, and transparency. Just like the B Corp movement, we believe that businesses have an equal responsibility to the community and to the planet as they do to shareholders and other stakeholders.


Do we use Palm Oil?

Yes. We source 100% of our Palm Oil from Agropalma, a premium quality palm oil producer operating in Northern Brazil. Agropalma is RSPO (Roundtable on Sustainable Palm Oil) certified since 2011, and has been elected the number one Palm Oil Producer in Greenpeaces' 2012 Scorecard. Currently, we use Palm Oil in our bar soaps.


Do we use parabens?

All our products are formulated without parabens, sulfates, phthalates, propylene glycol, mineral oil, PABA, petroleum, triclosan, DEA and animal ingredients.


Do our products contain plastic scrub microbeads?

No, all our products are free from plastic scrub microbeads. Instead, we use natural plant seeds, such those from Maracujá, and rice husks.


Can our products slightly change color?

Yes. Since our products are made with natural ingredients, the color might vary without altering its properties.


How natural are our products?

NaturaBrasil is a sustainable cosmetics brand. We formulate our products with Brazilian bio-actives and other natural ingredients combined with the best of modern technology. These biodiversity ingredients have been used by the local communities for generations and the Natura group’s R&D experts apply their technological expertise to bring out the best in each of them.


Is our packaging recycled?

Yes, our packagings are recycled and recyclable. We see our products and operations as part of a long-life cycle and we take responsibility for environmental impact from every touchpoint in the supply chain. Therefore, our cartons are made of 30% post-consumer recycled material, and all our plastic bottles, jars and tubes are made of 100% post-consumer recycled materials or green plastic sourced from sugarcane ethanol. The exception lies in the hand cream aluminum tube, the 75ml mini-bottle and the soap wrapping paper, which are not recycled but are recyclable. Along with other sustainable projects and goals, we are proud to be carbon neutral since 2007.


Do we offer gift wrapping?

Yes, we do offer gift wrapping online and in-store. If you would like to gift wrap your beauty products, you can select this option at checkout.


Where can I buy NaturaBrasil products?

Our products are available online and at our store, 240 Elizabeth Street, Nolita, New York.


I forgot to add my promotional code to my order, what should I do?

Please contact our customer service by phone to help you with this request at 1.877.659.6358.


How do I reset my password?

Go to your Account page, and select "Update Your Password" under Settings.


Where should I direct my press inquiries?

To contact us regarding Public Relations, please contact NaturaBrasil at help@naturabrasil.com.


How can I request samples?

Every time you buy a product online, you will also be able to choose a deluxe sample.


Can I be notified if an out of stock item is back in stock?

Yes, and it is very simple! Go to the desired out of stock product page and click on "Notify me when the product is available".


How do I track my order?

If you are a NaturaBrasil registered customer, go to your account page and you will find all items purchased and a tracking number corresponding to each order.


How do I change or cancel my order?

Please go to your account page and check if your order has not been fulfilled. If it has not been fulfilled, contact Customer Service who may be able to change or cancel your order, by phone on 1.877.659.6358. If your order has already been fulfilled, please go through the normal return process once you receive your item.


How do I apply for a position at NaturaBrasil?

If you are passionate about NaturaBrasil and is interested in joining our NaturaBrasil family, please send a resume to help@naturabrasil.com.