Welcome to our FAQs. Find all most frequently answered questions in this list!
Shipping & Returns
To track your order, click on the ‘View your order’ button inside your order confirmation email to see the status of your order or contact our customer services team here.
Germany: always free
Europe: free shipping from 100 € order value
USA: free shipping from 200 € order value
Products can be returned within 30 days after receiving them, however only in their original packaging and without having been opened and used. We cannot take back and refund used products due to hygiene reasons. For more information please take a look at our refund policies.
EU Standard Shipping
Germany (~1-3 working days)
Rest of Europe e.g. Austria, France, Italy, Spain (~1-5 working days)
Switzerland (~3-6 working days)
UK (~1-5 working days)
USA (~1-5 working days)
We are very sorry for the late delivery. Please send us your name or shipping number to firstname.lastname@example.org and we will get back to you as soon as possible.
Did you buy the product directly from us or through another supplier? If you ordered the product from us, please send us an email to email@example.com with pictures of the damage. We will get back to you as soon as possible.
If you did not purchase the product directly through us, you please need to contact the vendor directly through whom you purchased the product.
We are 100% VEGAN. In the European Union, selling cosmetic products tested on animals is prohibited. The ban on animal testing applies to both the final formulation and the ingredients of the product.
Overall, all Natalie's products are free from ingredients of animal origin, silicones, mineral oils, parabens, kerosene, PEGs, microplastics, essential oils and drying alcohols.
Our products are produced in Germany and ingredients are sourced within the EU, according to strict EU cosmetic guidelines.
Our products do not contain essential oils. Essential oils can cause allergic reactions, especially in people prone to skin rashes and those who have pollen allergies. Reactions to essential oils may include skin rashes, itchy and runny nose, and difficulty breathing.
Natalie (as a doctor) and the company's chemist use their knowledge to investigate clinical studies and research: Ingredients, pH levels, ingredient concentrations, and ingredient combinations to develop effective, science-based personal care. They always stay on top of the latest scientific research and strive to develop the most effective products for their customers.
All of our products are safe and effective to use on your face, although it also depends entirely on your skin. It is more of a marketing statement that body products cannot be used on the face, especially if they meet the same high quality standards as facial products, like our products do.
Unfortunately, we do not offer samples in the form of sachets. However, our 75 ml products are wonderful for testing. We offer our Hydration Body Gel, Better Aging Body Lotion and Smooth Body Lotion in 75 ml. Only after multiple applications, you can really judge the effect of a product, which is why we have chosen this variant. In addition, these sizes are perfect for traveling.
Products containing retinol and salicylic acid should not be used during pregnancy. Therefore, you should NOT use our Better Aging Body Lotion and Purity Body Lotion during pregnancy.
We generally recommend the application of sunscreen, as sun accelerates the skin aging process and can lead to long-term skin damage. Regarding our products, we especially recommend applying sunscreen after applying all of our body lotions (Better Aging, Glow, Smooth and Purity). We would like to point out that all products (regardless of brand) that contain retinol or an AHA acid (e.g. fruit acid) remove the dead skin cells and therefore the skin can burn faster in the sun.
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