FAQs
Thank you for choosing Naturelys Cosmetics
SEARCH
>> ORDERS
Any return/exchange of items must comply with the following conditions:
1. Return of items in good condition (in conditions of sale), with original packaging inviolate, without having been tried on and accompanied by the respective invoice.
2. If the packaging is damaged and the items show obvious signs of use, we will not be able to accept exchanges or refunds.
3. You have a period of 14 days after receiving the order to exchange or return it.
4. We ask you to fill in our contact form with the indication of the order number so that we can proceed with the exchange for an identical product, always having to return the damaged product (returns will only be accepted when the product received is in our warehouse) .
5. If you prefer, contact our Customer Support through our contact form, communicating the intention to exchange or return, indicating the order number or invoice number, products to be returned and reason. After this contact, you will be given the instructions to proceed with the exchange or return.
6. Under no circumstances send the articles without prior contact as they will not be received.
7. After contacting our Customer Service and having been given the return/exchange instructions, you must send us the item duly packaged and under the conditions mentioned above, to the address indicated below:
Prc. Comendador Joaquim Fernandes Ferreira Simões 9
6270-457 SEIA – Portugal
If you choose to exchange the product, we inform you that:
Shipping costs to our address are the responsibility of the customer, except for customers affected by transport or a technical problem with the product. In these cases, shipping costs will be covered by Naturelys Cosmetics
The exchange will only be made after checking the condition of the product and compliance with the conditions described above.
If you choose to refund the amount, we inform you that:
Shipping costs to our address are the responsibility of the customer, except for customers affected by transport or a technical problem with the product. In these cases, shipping costs will be covered by Naturelys Cosmetics
Refunds will be made for the total amount of the order (products plus shipping costs), unless the reason for the return is not the responsibility of our service – in these cases, shipping costs will be deducted from the refund amount.
Returns will only be made after checking the condition of the product and compliance with the conditions described above.
Learn all about Exchanges and Returns on our Terms and Conditions page.
Or contact our customer support using this form.
In the event that the shipping package is damaged, you must check its contents at the time of delivery and immediately file a claim with the carrier, then contact our Customer Service using the form.
You must also contact our Customer Support using the form if you have received a package in good condition, but the items are still damaged.
Learn all about Exchanges and Returns on our Terms and Conditions page.
Or contact our customer support using this form.
Haven’t paid for your order yet?
If your order has not yet been paid, you can access your order details in the “My orders” section in your customer area and cancel it by clicking on the button at the bottom of the order detail page.
Is your order already paid?
To cancel your order, you must contact our Customer Service by filling in the form. contact number, where you must indicate your order number, customer number, as well as your name and contact.
Note: Once your order is ready to ship, it is no longer possible to cancel it and you must return it after receiving it.
>> SHIPPING AND INVOICING
After confirmation of payment and after being prepared by our central services / stores, the shipment will be made via CttExpresso.
The order can proceed in different volumes, depending on the quantity of products.
Delivery time depends on the destination.
Minimum shipping 48 hours. (Mainland Portugal / Islands and Europe)
Applicable to available items and depending on the time of receipt of payment for the order. For items without immediate availability, orders will be prepared according to their availability.
During the Black Friday and Christmas period, delivery times may be longer than usual.
Products that are detained at customs, the cost of customs clearance is on behalf of the buyer
If you need to get in touch with our customer support, you can do so using this page.
You will receive an email when the order is shipped with the respective shipping code, which can also be consulted on the detail page of your order (always with a link to the CTT page where you can locate and follow the shipment).
Learn all about order shipping in the Shipping Options section.
Or contact our customer support using this page.
Invoices are sent by email once the order has been invoiced.
Learn more about order shipping in the Shipping Options section.
Or contact our customer support using this page.
>> PAYMENTS
The available payment methods are:
Visa/Mastercard
paypal
MB Way
ATM
You have a period of 5 days to make the payment. After this period the order will be automatically cancelled.
More information about payments on our Terms and Conditions page
Or contact our customer support using this page.
In the event of a stock outage, you will be informed via email or telephone and, if you wish, the corresponding amount will be refunded. The return will be made by the same payment method.
Learn all about Exchanges and Returns on our Terms and Conditions page.
The refund is made within 5 working days of receiving the returned order. The return can be made by sending the order to our central services (requires prior contact with our Customer Service).
Learn all about Exchanges and Returns on our Terms and Conditions page.
Or contact our customer support using this page.
>> ACCOUNT
Check if the email is in the spam/unsolicited email box. If not, there may have been an error typing the email when creating the account, so you should contact our Customer Support.
If you need to contact our customer support through this page.
You must enter the “Create Account” area and fill in the mandatory fields.
After submitting the registration you will receive an email confirming it. Open this email and click on the link to activate your account.
If you need to contact our customer support through this page.
To access your account, you must go to the Login area and then fill in the Email and Password fields and click on “Login”.
If you need to contact our customer support through this page.
Confirm that you have activated your account as indicated above. If you activated your account and still cannot log in, contact our Customer Support.
If you need to contact our customer support through this page.
You should go to the Login area and click on “I forgot my password”, enter your e-mail and click on “Send”.
You will receive an email with a link to recover your password.
If you need to contact our customer support through this page.
After logging in, access the “My data” section in your Client Area. You must fill in the requested information and click on “Save”.
If you need to contact our customer support through this page.
If you have forgotten the email with which you created your account, contact our Customer Service using the form, indicating your personal data so that we can identify your account and provide you with the email, so that you can later recover your password.
If you need to contact our customer support through this page.
>> TERMS AND CONDITIONS
I. Preliminary Notes
This page describes the terms and conditions of use of the website www.naturelyscosmetics.com and its navigation implies acceptance of the services provided therein and is applied exclusively to users, i.e. natural or legal persons who use the services of the website without this being attributable to their commercial or professional activity and who access and use the services offered by Naturelys Cosmetics through its website www.naturelyscosmetics.com (hereinafter referred to as the “website”).
Any person, natural or legal, wishing to access the site and (or) contract the services offered by the site or acquire the products offered by Naturelys Cosmetics through this site may do so, simply by registering and accepting the Terms and Conditions applicable, as well as all other rules and principles governing the use of the Site and the contracting of the contents, products or services offered by Naturelys Cosmetics.
These Terms and Conditions are of compulsory and binding acceptance, and if the User does not accept them he cannot use the services of the site, nor acquire any products.
The conditions of use can be found at www.naturelyscosmetics.com and can be accessed, printed or saved locally at any time.
In the registration process, the User must indicate that he/she agrees with the present Terms and Conditions, as well as with the Privacy Policy of the site. To this end, the User will be asked to read in detail the content of all these clauses, as they contain important information about your rights, about how we obtain and treat your personal data and about the rules that regulate and bind the relationship between Naturelys Cosmeticand its Users.
Naturelys Cosmetics reserves the right to unilaterally alter or modify the Terms and Conditions, with the new wording becoming binding as soon as it is published on the website, or as soon as the User is made aware of it, whichever occurs first.
By accepting these Terms and Conditions, the User declares that he/she is of legal age and has the legal capacity to contract in accordance with Portuguese civil law.
The services provided through the Website cannot be purchased by persons who do not have the legal capacity to contract and minors. The parents or representatives of minors will be liable for the acts performed by them under this contract, including any damage caused to third parties, practice of acts considered by law and the provisions of this contract, without prejudice to the liability of the contracting party, if it is not the father, mother or legal representative of the minor offender.
II. Changes in the conditions of use
Naturelys Cosmetics may update these conditions of use in order to respond to legal requirements or operational changes. The user can consult the current conditions of use at any time on the website www.naturelyscosmetics.com.
If a contractual relationship has already been established between Naturelys Cosmetics and the user, the modified conditions of use are only valid if Naturelys Cosmetic has informed the user of the change, if the user has not objected in writing or in text form to the validity of the modified conditions of use within 6 weeks, and if the user has been informed of the legal consequences in the event of non-appeal.
III. Goal
The website www.naturelyscosmetics.com sells products in the area of cosmetics and beauty/wellness products. The products sold on www.naturelyscosmetics.com are sold directly by the company that owns the domain and is identified above.
The following conditions of use apply exclusively to the products marketed by www.naturelyscosmetics.com.
The product images available on the website try to faithfully reproduce each product, however may not correspond to the product actually delivered.
The conditions of use of the website www.naturelyscosmetics.com are accepted by placing a tick on the “terms and conditions” button during the purchase process.
IV. Procedure for the acquisition of products
On the home page, each user, chooses and clicks on the desired product,
Then you define the characteristics of the product, as well as the Choose the desired quantity of products,
Then click on the “buy” button,
At that time the user confirms the products purchased and, agreeing with them, will finish the purchase by clicking on “finalize purchase”.
If the user is not already using the site as a registered user and with the respective login, he/she must register indicating his/her name and e-mail address, telephone number, password, address and other required data, namely those necessary for the issue of the respective purchase invoice,
Once registered, the user must indicate the delivery address of the product,
Then the user must confirm the overall value of the product, which will already include delivery costs, taxes if any, delivery time of the products and choose the payment method (transfer, ATM or any other available), at which point the user will agree to the terms and conditions by placing a tick on the button “terms and conditions”.
After the decision of the payment method, the user finishes the payment according to the desired option and will receive an e-mail with the confirmation of the purchase of the desired product.
The invoice for the purchase made will be delivered upon the effective payment of the order.
The contractual proposal of each user becomes effective with the confirmation of the conditions of use and by completing the payment process. The acceptance of the purchase contract by www.naturelyscosmetics.com is made through the confirmation in the form of the sending of the e-mail confirming the purchase of the product and, in both cases, only after the confirmation of your payment.
Your order will be processed, unless out of stock, within a maximum of 5 days from the date of payment and effectuation of the same.
V. Shipment of Products
Products purchased by the User will be sent to the delivery address defined by the User when filling out the relevant form.
The shipment of each product will always be subject to its stock availability.
The products are shipped by third party companies to Naturelys Cosmetics.
Naturelys Cosmetics is only liable for damages caused during transport if the user reserves the right, upon receipt of the goods, to report any damage in the carrier’s delivery record (delivery list or transport waybill).
Naturelys Cosmetics will only accept claims for transport damage to the product if the original packaging of the goods is made available to you.
In the event of transport damage, the user has 24 hours to lodge a claim.
The purchase contract for the products will only take place when www.naturelyscosmetics.com can successfully register the user’s payment.
The sale of the product will not take place if the payment is not successful on the first attempt, for whatever reason, (namely: because the account indicated does not exist, is not covered, because the credit card number is wrong or the credit card has reached its limit).
VI. Procedure for revocation
The User may revoke his contractual declaration, without having to state the reason, within 14 days in writing by registered letter containing all data of the purchased products and (or) coupon reference.
The aforementioned period shall commence upon receipt of the product in accordance with article 6 of Decree-Law 446/85 of 25 October (General Contractual Clauses) and articles 10 and 21 of Decree-Law 7/2004 of 7 January, as well as our obligations under article 27 of the same Decree-Law.
The revocation should be addressed to Naturelys Cosmetics, headquartered above.
In case of revocation, the instalments received by both parties shall be returned and refunded. From the instalment to be returned by www.naturelyscosmetics.com will be deducted all the charges for the conclusion of the contract, namely the charges for the conclusion of the contract, postage for shipping the product, postage for returning the product, costs and fees charged by financial institutions for collecting the price etc.
If the user has purchased a product sold by www.naturelyscosmetics.com, and exercises his right of resolution, the good must be returned in the same condition as when it was purchased.
The period for both parties to reimburse the payments or return the products, due to the revocation operated, starts with the receipt of the revocation declaration made under the above conditions.
VII. Defect in product or packaging
If the User detects any defect on the packaging, or on the products purchased, or verifies that the goods are not complete, he should make this indication in writing to the transporter of the product, upon receipt of the good and, subsequently, in a period never exceeding 48 hours, should contact Naturelys Cosmetics via email and explain what happened, under penalty of not accepting the return.
No exchanges or returns will be accepted for used products, which are damaged or whose packaging is not intact.
www.naturelyscosmetics.com reserves the right to accept returns that do not meet the requirements described above, in which case www.naturelyscosmetics.com may return only part of the value of the goods.
VIII. Conditions for the implementation of the sale
The purchase contract for the products will only take place when www.naturelyscosmetics.com can successfully register the user’s payment.
The sale of the product will not take place if the payment is not successful on the first attempt, for whatever reason, (namely: because the account indicated does not exist, is not covered, because the credit card number is wrong or the credit card has reached its limit).
IX. Website functionality and availability
www.naturelyscosmetics.com reserves the right to change, limit or cancel the functionalities of the website at any time, insofar as these are not necessary for the execution of purchase contracts already concluded. Although www.naturelyscosmetics.com endeavours to provide its service without technical problems, the usability may be limited and (or) temporarily interrupted, in particular due to maintenance work, updates and (or) other problems. Eventually, data may be lost. Therefore, www.naturelyscosmetics.com does not guarantee the availability of the service or the absence of technical problems or loss of data, which are not of direct concern to www.naturelyscosmetics.com.
XI. Copyright
www.naturelyscosmetics.com reserves all copyright and other rights over the service, as well as over the published content, information, images, videos and databases. It is therefore expressly prohibited to alter, reproduce, publish, transmit to third parties and/or any other use of the protected property without prior written authorisation from www.naturelyscosmetics.com.
XII. Partial Invalidity
Should a provision, present or future, of the contract be or become, totally or partially ineffective/null and void or unenforceable for reasons other than those set forth in articles 21 and 22 of Decree Law 446/85, the validity of the other provisions of this contract shall not be affected, provided that the execution of the contract, considering the regulations that follow, does not represent an obligation for one party that cannot be enforced. The same applies if, after conclusion of the contract, there is a gap which needs to be filled. The parties shall replace the ineffective, void, unenforceable provision or the loophole to be filled by an effective provision, which, in its legal and economic content, corresponds to the provision declared ineffective, void or unenforceable and the overall purpose of the contract.
XIII. Prices containing typographical errors
The prices in force on www.naturelyscosmetics.com are valid except for typographical errors or out of stock.
In case of typographical error, www.naturelyscosmetics.com reserves the right not to send the order if the user does not agree with the price correction.
Naturelys Cosmetics will refund the amount paid by the user to an IBAN indicated by the user.
XIV. Forum
For all matters arising from this Contract, the parties elect the jurisdiction of the District Court of Seia.
Competent Centre for Alternative Dispute Resolution for Consumer Disputes:
CNIACC – National Centre for Information and Arbitration of Consumer Conflicts
www.arbitragemdeconsumo.org Phone: (+351) 213 847 484
XV. Omissions
In all that is omitted in these General Terms and Conditions of Use, the legislation in force applicable to the specific cases shall apply.
RETURNS AND REFUNDS
Right to Free Resolution, you can return new products, complete and in original packaging within 14 days from receipt of order . The return shipping costs will be borne by the buyer to the same extent as the cost of the order.
Products that are incomplete, damaged or used by the customer will not be accepted.
If you wish to return or exchange an item(s), you must contact Naturelys Cosmetics customer support in order to give you instructions on how to return the item(s).
Defective products
We guarantee our customers’ satisfaction and we do not want them to buy products that may have escaped quality control. Therefore, if you think that we have sent you a defective product, please contact our Customer Service department within 14 days of receiving your order so that we can schedule a product recall.
Have the following data handy:
– Order Number
– Reference and product name
– Defect Details
– If you want a refund or replacement of the product
– A photograph of the product defect sent to our email.
In the event of detecting defects or damage to the articles and/or if the articles do not match your order request, the Client must contact Naturelys Cosmetics Customer Service info@naturelyscosmetics.com within 2 days of the delivery date and explain the situation.
Products that are detained at customs, the cost of customs clearance is on behalf of the buyer
SERVICE OPERATION
This site is property of Naturelys Cosmetics – Prc. Comendador Joaquim Fernandes Ferreira Simões 9, 6270-457 SEIA – Portugal
>> ONLINE DISPUT RESOLUTION
Dear customer,
The European Union has created a website to assist consumers to lodge complaints about any dispute in which they are involved. Within this framework we provide you with all the information you need to exercise your right to complain to an official, third party and impartial entity (“dispute resolution entity”) that will help you resolve the dispute in question.
Thus, if you are dissatisfied with the purchase of a good or service, or with the solution we have provided to resolve the situation, you can go to this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and make your dispute known.
What is alternative dispute resolution?
Alternative dispute resolution is the possibility that all consumers have of resorting to official entities that help them to resolve, or orientate them in the resolution of a conflict, before they open litigation in the Courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the merchant who is the subject of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.
You may know the concept of alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’, or ‘competent commission in the field of consumer disputes’.
Alternative dispute resolution is generally less expensive, less formal, and faster than going to court.
In the event of a consumer dispute, the consumer can turn to the following alternative dispute resolution entities:
CNIACC – National Center for Information and Arbitration of Consumer Conflicts
http://www.cniacc.pt/pt/
CACACCL – Lisbon Consumer Conflict Arbitration Center
http://www.centroarbitragemlisboa.pt/
CACCVA – Center for Arbitration of Consumer Conflicts of Vale do Ave / Court of Arbitration
http://www.triave.pt/
CICAP – Consumer Information and Arbitration Center of Porto (Consumer Arbitration Court)
http://www.cicap.pt/
CIMAAL – Center for Information, Mediation and Arbitration of Consumer Conflicts of the Algarve
http://www.ciab.pt/pt/
CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)
http://www.ciab.pt/pt/
CIMPAS – Center for Information, Mediation and Ombudsman for Insurance
https://www.cimpas.pt/
As per Law 144/2015 for dispute resolution consult:
CNIACC – Phone: 21 384 7484
E-mail: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org