Customer Service

Contact Us

Need help fast? Please call customer care at:

603 5632 4313

Mon–Fri: 9am–5pm EST

FAQ

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/
  • México – 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/

  • Are Natura 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.


    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?

    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 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.


    Where can I buy Natura products?

    Our products are available online and soon at our first store in KL!


    How do I reset my password?

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


    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 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 603 5632 4313. If your order has already been fulfilled, please go through the normal return process once you receive your item.

    Items Just Added to Your Cart

    Your cart is currently empty.