frequently asked questions

products

How are naturaLab products made?


All naturaLab products are made by hand with natural ingredients, taking into account hygiene measures.




Are your products crueltyfree?


Are your products crueltyfree? Absolutely! Crueltyfree means that a product or product ingredients have not been tested on animals. All products at naturaLab are cruelty-free.




Could I return a product after using it, if I find that it is not (exactly) what I wanted?


Sorry, naturaLab cannot accept returns once the product has been opened and used.




After using your product I had an allergic reaction. Could I return the product and get a refund?


Sorry to hear that you developed an allergy from the product. Depending on your skin condition, different individuals may have different reactions from using the same product. naturaLab is not liable for your skin condition after using the products. No return or refund will be accepted.





privacy

Where can I view naturaLab privacy policy/ terms and conditions?


- privacy policy - terms and conditions





contact naturaLab

How do i contact naturaLab?


You can fill in the contact form on "contact" on the menu, or email to info@naturalab.website





vouchers & promo

How do I find out about naturaLab sales & promotions?


Follow naturaLab on social media for latest news & promotions; facebook instagram




How do I redeem my promo code?


You can enter and apply the code into the ‘promo code’ field at checkout.




I forgot to apply my promo code. Could you refund me?


Promo codes must be redeemed at check out. naturaLab cannot refund you if you forgot to enter the code.




Does naturaLab sell gift vouchers?


naturaLab online gift cards make shopping for the perfect gift easy. They can be sent by email directly to your recipient as soon as your order, or you can set up a special date for your gift card to be received by leaving a note upon checkout. You could also choose to print the gift card at home. Each gift card contains a unique code for your recipient to use when shopping in the naturaLab online store. You can find our gift cards on our products page, where they can be added to your cart and checked out, like any other of our products.




How long are gift cards valid for?


Gift cards are valid for 12 months from the date of purchase.





return & exchange

How do i return an item?


if you have ordered an item that is faulty or damaged upon delivery, please contact naturaLab by email info@naturalab.website ,describing the issue and attaching a photo or video of the product. naturaLab will do its utmost to respond to your email within 24hours. naturaLab does not accept exchanges or returns otherwise.




Could I exchange the product?


For hygiene reasons, please note that naturaLab does not offer exchange or refund unless the wrong item has been delivered or the product was already damaged upon delivery. In that case naturaLab will bear the delivery cost and replace the product with a new one. In the event that the damaged item is no longer available, naturaLab will advise you to replace with another product.




An item is missing / incorrect. How do I resolve this?


Please send an email with your order details to info@naturalab.website , naturaLab will respond you within 24hours.





order

How do I contact naturaLab about my order?


please send your enquiry to info@naturalab.website and include all relevant order details. naturaLab will respond you within 24hours.




Could I still add items to my order after it has been placed?


Unfortunately naturaLab is not able to add items to your order once it has been submitted, nor can naturaLab combine orders placed at separate times.





shipping & delivery

What are the shipping costs?


You can find delivery charges upon checkout.




Do you ship internationally?


naturaLab offer international shipping, the final cost of shipping is shown at checkout once you have added your delivery location. Please noted that naturaLab do not take responsible incase of custom fees.




How long will it take to receive my order?


You should receive your goods within 3-7 working days in Netherlands. 7-14 working days within EU and 14-30 working days internationally. These timeframes can vary depends on what postal service you've chosen upon checkout.




I have made a mistake with my address. Can I change it?


You can email to info@naturalab.website within 24hours for address changes.




My parcel has not arrived. What should I do?


Please send us an email with your order details to info@naturalab.website . naturaLab can launch a missing parcel investigation with delivery company. Please note this can take up to 10 business days. if you provide authority to leave for your order please note that naturaLab cannot accept responsibility if your parcel is lost or stolen after delivery has been made.




Can I pick my order up from naturaLab?


Yes. simply choose ‘click and collect’ upon checkout. naturaLab will contact you as soon as your order is ready to collect. Please noted that pick up is only available in Amsterdam.