FAQs - everything you need to know about Naturma!

Product
How do I know if the product will suit my skin?

Please check the ingredients which are clearly listed on the packaging of each product. If you think you may be allergic to any of the ingredients please give our customer service team a call before using the product. You can perform a patch test to see if there are any issues.

How do I patch test?

Patch tests are really simple. Take a small sample of the product and apply it on the inside of your wrists, inner arm or elbow and leave it there for up to 24 hrs. If there is any irritation or redness please do not use the product, however, if there is no reaction you can safely use the product.

How often should I use the products?

That depends on you! Our products are 100% natural so can be used on a regular basis. Some of our customers tell us they use our products twice a day - morning and evening. There are products that can used daily while others that can be used weekly. The usage differs with every product.

Does it mean the product has gone bad if it changes consistency?

That may not always be the case – as we do not use artificial/chemical stabilisers the consistency can change with changes in ambient temperature. If the product is within the expiration date it is probably fine to use it. However, please ensure the product is placed in a cool dry place. Although we use natural preservatives derived from plants prolonged exposure to water makes the products prone to fungal growth.

Where can I buy Naturma products?

Our products are available on our website, www.naturma.in and we will soon be selling through online marketplaces such as Amazon and Flipkart.

How long before I see results?

Regular use of our products will result in beautiful and healthy skin. Our products are meant to nourish your skin as they are made with natural ingredients. The active ingredients remain active due to the nature of our manufacturing processes.

What are natural products and how are they different from commercial products?

Commercial products are often made from synthetic ingredients including parabens, phthalates, petrochemicals, synthetic perfumes and artificial colouring which are harmful when absorbed into your skin. 100% Natural products are made from natural ingredients such as healthy oils, essential oils, aloe Vera, plant extracts, fruits and other biodegradable ingredients that are good for your skin.

Do I need to store Naturma products in the fridge?

No, our products are stable to an ambient temperature of 40-45⁰ C. However, we do recommend that the products are not exposed to direct sunlight or excessive heat.

What is the difference between a natural product and an organic product?

Yes. For a product to be truly natural at least 95% of the ingredients have to be from natural sources. At Naturma, products are 100% natural which means artifical colour, perfumes and preservatives are never used. Organic products are also free from toxic persistent pesticides, synthetic growth hormones and petroleum based fertilisers. Naturma is more than 70% certified Organic - giving our customers the best we can source.

What kind of tests do you do on Naturma products?

As part of our manufacturing processes we conduct regular and rigorous screening tests of our products to ensure that what reaches you is simply the best. Some of the tests we conduct.

What is the certification standard in natural and organic products in India ?

As of Januray 2017 there is no certification agency for natural and organic cosmetics. However, we are proud to say that at Naturma we use more than 70% certified organic ingredients – one of a select handful of brands in India to do so. Our ingredients are USDA certified organic by India’s most respected agencies.

What is the shelf life on most of your products?

Naturma’s products have a shelf life of around 2 years. However, this can vary from one product to another depending on the ingredients used. All products come with a manufacturing date (month and year) and the ideal period to consume the product.

Are your products fresh?

Yes, for the simple reason that we don’t produce with large scale, industrial methods. Naturma products are handmade in small controlled batches that are made at regular intervals that ensure a consistent freshness and quality. This means the active ingredients remain active delivering the best performance to you.

Occasionally, it seems that some of your products separate. Is this an issue?

No. The simple solution – please Shake Well before use! At Naturma we don’t use synthetic emulsifiers to bind the oil and water based ingredients. So from time to time some separation can occur which means when you open the product there is a layer of oil/water at the top. This does not mean the product is spoiled, nor does separation lessen the product's effectiveness.

Are your products suitable for vegans/vegetarians?

Yes.

Orders
How can I Place my order?

You can place your order on the Naturma website, complete the required details for your order by entering your shipping details and credit/debit card information and place your order successfully. Other payment options such as COD are also available.

How do I make changes to my order?

Changes can be made anytime while placing the order. However once the order has been placed it cannot be changed. You are advised to go through our return policy if you placed an order for the wrong product. The usage differs with every product.

Can I buy multiple products in a single order?

You can buy multiple products in a single order. All you need to do is add the products to the shopping cart.

Do I have to have an account to place an order?

No, you can place an order without having an account with us.

One of your products is out of stock, can I still order it?

It is not possible to purchase a product that is out of stock. However, you can be notified when the product is available again.

How do I cancel my order?

Before shipment you can log into your account and cancel your order from there. Post shipment you need to call the customer care in order to cancel the order.

Shipping and payment
Can I ship the products to an address that is different to my billing address?

You can do this by putting in your address under billing address and the address you want to ship to as shipping address.

Can I order to ship to more than one address?

It is not possible to ship to multiple addresses in a single order. You will have to place multiple orders for multiple addresses.

What payment types do you offer ?

There are two methods of payment: 1. Online payment using credit/debit card and 2. Cash on delivery (COD)

Is GST (Goods & Services Tax) included in the price?

Yes. We charge GST on all retail orders and all online prices shown are inclusive of tax.

What is Cash on Delivery (COD)?

Cash on delivery is a payment option that allows you to pay cash at the door to the courier on delivery. It is an option chosen by customers who are still not comfortable making online payments by credit or debit card.

How do I choose COD as my payment method?

Simply click on the Cash on Delivery option as the payment method as you checkout. The COD payment option is only available to orders within India for specific postcodes..

For COD payments which postcodes do couriers service?

We use high quality couriers who cover the breadth and length of India, but due to certain limitations, COD payments are not yet available for all pin codes in India. If you are unsure whether your location supports COD payments please call our customer service team.

Is there an additional charge when choosing the COD payment method?>

No, we do not charge our customer extra for this service. However, for order values below Rs. 1500 we do charge a flat shipping fee of Rs.95.aaa

Delivery
What is the expected delivery time?

It depends on the locations. For orders within India and in Tier 1 and Tier 2 cities delivery usually arrives within 3-7 business days. If you are in a remote location your order may take between 10-12 working days to arrive. International orders – your delivery can be expected within 3-7 business days

How do I know that my order has been dispatched?

As soon as your order is given to the shipping company you will be e-mailed the shipment details.

How long does it take for the order to be delivered after placing the order?

The products get dispatched within 24 hours of receiving payment. The consignment will reach you within 5-7 days of dispatch depending on your location.

What happens if I’m not available at the time of delivery?

The shipping company will try to deliver the product thrice before they send it back to us. Provide your contact number in the delivery address to ensure a smooth delivery.

Returns and refunds
How will I get a refund for my cancelled orders and how long will this process take?

If you have cancelled your order before it has shipped we will issue you with a full refund within 7-10 working days. However, if your order has already shipped then we will only accept returns on the following basis: Products have not been damaged Products have their original packaging in tact Products have not been opened or used in anyway Shipping charges will not be refunded as they are non-refundable Shipping costs to return the product to be borne by the customer If the above criteria have been met then it may take 10-15 business days to issue the refund.

I have decided to return a product – what should I do?

Please contact our customer service team on 022 2352 3010 or by email on hello@naturma.in and let them know what the issues are if we can resolve them. If you still wish to return the product then we will only accept returns on the following basis: Products have not been damaged Products have their original packaging in tact Products have not been opened or used in anyway (cosmetics cannot be resold if opened) Shipping charges will not be refunded as they are non-refundable Shipping costs to return the product to be borne by the customer If the above criteria have been met then it may take 10-15 business days to issue the refund. Please refer to our Returns and Refunds policy for more detailed information by clicking here.

What if I am unsatisfied with the products?

We’ll be so upset! Usually customers love our products and we very rarely get any complaints. But if something has gone wrong please give our customer service team a call on 02265006100 and we’ll do our utmost to sort out the issues. Or you can email us on hello@naturma.in describing why you aren’t happy with the product.