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Frequently Asked Questions

Lumina Hair Care Bundles & Chronos Skincare Routines - Satisfaction Guarantee

Your satisfaction is our goal. If for any reason, you are not completely satisfied with your Natura Lumina Hair Care Bundle or Chronos Skincare Routine order, you may return the unused portion of all the products on the regiment within 30 days from the date of purchase to receive a full refund of the amount paid for the order (including tax, but excluding shipping charges).

The 30-Day Money Back Guarantee applies only to the Lumina Hair Care Bundle and to the Chronos Skincare Routine purchased within the United States of America. Items that are returned outside of Natura’s return policy will be discarded and no refund will be issued.

The Lumina Hair Care Bundle comprises any of:

  • Dry Hair Bundle (Shampoo 300ml, Conditioner 300ml, Hair Mask 250ml)
  • Curly Hair Bundle (Shampoo 300ml, Conditioner 300ml, Hair Mask 250ml)
  • Damaged Hair Bundle (Shampoo 300ml, Conditioner 300ml, Mask 250ml)

  • The Chronos Skincare Routine comprises any of:

  • Dark Spots Routine (Chronos Gentle Cleansing Mousse, Hydrating Toner or Purifying Toner and Vitamin C 10% Dark Spot Corrector)
  • Instant Recharge Routine (Chronos Gentle Cleansing Mousse, Hydrating Toner or Purifying Toner and Aqua Auto-Replenish Gel-Hydrator)
  • Purifying & Luminous Routine (Chronos Gentle Cleansing Mousse, Hydrating Toner or Purifying Toner and Daily Revitalizing Oil, Hydra Nourishing Cream)

  • Natura does not accept exchanges or partial returns. If you wish to try a different product(s), please return the product(s) in its entirety (all components of the bundle including complete regimens) and place a new order for the product(s) you wish to purchase.

    For online returns, once the items are received by our warehouse, a refund will be issued within 10-15 business days and an e-mail notification will be sent.

    RETURN INSTRUCTIONS

    We offer a full refund of the purchase price, including tax, but excluding shipping charges, within 30 days from the date of purchase.

    For online orders:

    1. GET RETURN AUTHORIZATION: Contact Natura through help@naturabrasil.com, informing the order number or the e-mail you used to purchase the Lumina Hair Care Bundle or Chronos Skincare Solutions.

    2. FILL FORM AND SHIP PRODUCTS: Upon verification of your order’s eligibility, Natura will send you a link with a feedback form to be filled as well as a return address. Please complete the form and mail your products to the informed address.

    3.CHECK YOUR E-MAIL: You will receive an email confirmation in 10-15 business days, once your refund has been processed.

    For in-store orders:

    1. TAKE THE PRODUCTS TO THE STORE: Please take the Lumina Hair Care Bundle or Chronos Skincare Routine along with the receipt or gift certificate to any Natura store.

    2. FILL FORM: Please fill out the feedback form provided to you by Natura’s store staff.

    3.GET YOUR REFUND: Upon verification of your order’s eligibility, Natura will issue your refund instantly.


    In which markets can I find Natura products?

    At the moment, Natura products can be found in the following markets:

    Latin America
  • Brasil – https://www.natura.com.br/
  • Chile - https://www.natura.cl/
  • Argentina - https://www.naturacosmeticos.com.ar/
  • Colombia - https://www.natura.com.co/
  • Peru - https://www.natura.com.pe/
  • Bolivia - http://www.natura.com.bo/
  • Mexico – https://www.natura.com.mx/

  • Europe
  • France – https://www.naturabrasil.fr/fr-fr/ UK, Sweden, Switzerland, Luxembourg, Netherlands, Italy, Austria, Germany, Belgium, Spain, Denmark – https://www.naturabrasil.fr/en-us/

  • Asia
  • Malaysia -https://naturamy.com

  • What are our best sellers?

    Click Best Sellers and discover our customers favorites.


    Are NaturaBrasil products cruelty free?

    Yes. Since 2006, we have not tested products or ingredients on animals, which does not mean that we have neglected our concern for safety and efficacy. Instead, we invest in science, innovation and technology, adopting alternative methods such as 3D skin testing (developed in the laboratory) to ensure the safety and efficacy of our products.

    In October 2008, we received Peta (People for the Ethical Treatment of Animals) certification for non-use of animal testing. Peta certification is not the first one we received for this commitment. In September, our efforts were recognized with the seal The Leapping Bunny, of the English organization Cruelty Free International, another defender of the rights of the animals. In addition, we are one of the companies listed by Projeto Esperança Animal (PEA), a Brazilian environmental entity that fights against animal abuse and cruelty.


    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.


    Does Natura 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.


    Does Natura use parabens?

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


    Do Natura 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 Natura products slightly change color?

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


    How natural are Natura products?

    Natura 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.

    In the first half of 2018, on average, our products had 84% plant ingredients. To achieve this significant number, we have concentrated our investments and efforts on research and innovation to plant base our formulas. And doing this requires a lot of technology because it is not enough to mix water and plants.


    Is Natura 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 Natura offer gift wrapping?

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


    Where can I buy Natura products in the US?

    Our products are available online and at our two retail stores:

  • Nolita Store: 240 Elizabeth Street, Nolita, New York. Phone: 646 370 4742 Mon-Sat: 10:30am-8pm Sun: 10:30am-7pm.
  • Garden State Plaza: One Garden State Plaza Blvd, Paramus, NJ 07652. Phone: 201 753 1611. Mon–Sat: 10am–9:30pm

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

    Please contact our customer service by email (help@naturabrasil.com) to help you with this request.


    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.


    Do you offer 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 1.855.628.4560. 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 Natura?

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

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