FAQ

ORDERS

Q. How can I purchase the product?

A. Our products are only available on our website, unnaturally-natural.com/.

Q. Do you have a store?

A. UNNATURALLY NATURAL does not currently have a store, but we are planning an opportunity for you to experience it directly, such as a POP UP store or a period store.

When details such as POPUP stores and events are decided, we will inform you on SNS and HP at any time.

Q. Are there any discounts or promotions?

A. Please subscribe to the newsletter list at the bottom of the page. We will inform you about discounts and campaign information as soon as possible.

Q. What does "clean" mean?

A. We know that "clean" and "clean beauty" are defined in many different ways.

For the definition of "clean" for UNNATURALLY NATURAL,Clean beautyPlease refer to.

Q. Which ingredients do UNNATURALLY NATURAL products exclude?

A. In addition to the more than 1300 ingredients currently banned in cosmetics by the European Union, UNNATURALLY NATURAL has created a list of more than 20 more unblended ingredients.

UNNATURALLY NATURALExcluded ingredient listplease look at.

Q. Can I replace the product?

A. We are sorry, but we are not currently exchanging.

Q. Can I change my order?

A. As soon as possiblecustomerservice@portfolios-group.com Please contact us. We will do our best to meet your needs, but please note that we cannot guarantee any changes after your order has been placed.

Q. Can I change the order details (order details, orderer information, delivery address information) after the order is completed?

A. As soon as possible customerservice@portfolios-group.com Please contact us. We will do our best to meet your needs, but please note that we cannot guarantee any changes after your order has been placed.

Q. Can I cancel my order?

A. We are sorry, but once you have ordered an item, you cannot cancel it.

Q. I placed an order, but I haven't received an email. I'm worried if I can order.

A. We will automatically send you a confirmation email when your order is completed. Please check your junk mail orcustomerservice@portfolios-group.comPlease cancel the domain designation of. If you wish to resend the emailInquiry formPlease contact us.

Q. Will receipts and invoices be issued?

A. We are very sorry, but we cannot refund, return or exchange. All sales are final. Please note that UNNATURALLY NATURAL reserves the right to refuse all returns, reshipments and refunds. In the unlikely event that the item arrives damaged, or if the item is different from the ordered item due to misdelivery, etc., we will only contact you within 5 days after the item arrives. Customers should contact customer service within 5 days of receipt. In doing so, the customer must attach a photo of the product in question and a screenshot of the order confirmation email.

Q. Can I replace the product?

A. We are sorry, but we are not currently exchanging.

Q. I received the wrong product, what should I do?

A. Within 5 days after the item arrives customerservice@portfolios-group.com Please contact us. Please contact us with your order number and the wrong product photo.

Q. I refused to receive it, what happens to my refund?

A. If you refuse to receive it, a return fee of 1000 yen will be charged and the shipping fee will not be refunded. Please note that it may take up to 7 business days for a refund to be made after the return process is complete. Please note that refunds will not be given for unclaimed international orders or if the return is refused.

Q. What should I do if the parcel delivery is stopped and there is no movement after tracking the parcel from the delivery company's site?

A. If you place an order in Japan, it will be considered lost only if it does not move within 10 business days from the date of shipment. If the carrier's tracking information confirms that the package is stationary,customerservice@portfolios-group.comPlease send an email to.

Q. I entered the wrong address when ordering.

A. Please be careful when entering the delivery address.

Q. How can I check the order status?

A. Please log in to your account and check the order status. If you do not have an account, please see the delivery confirmation email.

Q. Why have I been billed twice?

A. If you are billed twice, please wait a few days. But if you are still billed, attach a screenshot of the duplicate billing,customerservice@portfolios-group.com Please contact us by email.

Q. I haven't received the order confirmation, what should I do?

A. It may take up to 24 hours for you to receive your order confirmation email. If you do not receive the order confirmation email after 24 hours,customerservice@portfolios-group.com Please contact us.

Q. What kind of payment method do you have?

A. We accept online payments through Visa, Mastercard, American Express, Amazon pay and Paidy.

Q. Is it possible to ship overseas?

A. We ship to several countries around the world (see list below).

All international shipping charges for overseas shipments are a flat rate of JPY 3000.

All deliveries are shipped by FedEx and domestic deliveries are shipped by Yamato Transport. Import duties, taxes and fees may apply to items shipped outside Japan, but these are not included in the total price of your order and will not be borne by UNNATURALLY NATURAL.

For customs in your country, natural disasters, transfers from FedEX to your country's local carrier, or deliveries that may be affected by air or ground transportation strikes or delays after your package leaves Japan. We do not take any responsibility. Please check with your country's customs office for these additional costs before ordering.

 

Countries where we can ship
Asia

China, Hong Kong, Indonesia, Macau, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, Vietnam

Europe

Austria, Belgium, Denmark, France, Germany, Iceland, Ireland, Italy, Monaco, Netherlands, Spain, Sweden, Switzerland, United Kingdom

USA / Canada

Q. Can I purchase only from the website?

A. Yes. UNNATURALLY NATURAL is currently only available at www.unnaturally-natural.com.

Q. How can I get detailed product information?

A. Product details are posted on the product page, but if you have any questions, please contact us.customerservice@portfolios-group.com Please feel free to contact us.

Q. How much is the shipping fee?

A. The shipping fee is as follows.

Domestic Honshu is a flat rate of 700 yen. Hokkaido, Okinawa and some remote islands are 1,200 yen. (Product price, tax-included 8,800 yen or more is free shipping nationwide including Hokkaido, Okinawa and some remote islands)

All international shipping charges for overseas shipments are a flat rate of JPY 3000. (Import duties, taxes and fees may apply to items shipped outside Japan, but these are not included in the total price of your order and will not be borne by UNNATURALLY NATURAL.)

Q. How long does it take to receive the ordered item?

A. Your order will be processed in 24 hours. Your order will arrive in Japan in 3-5 business days and overseas in 14-30 business days after it is shipped. Please note that this period may vary on public holidays, limited edition sales and restocks. UNNATURALLY NATURAL is solely responsible for customs, natural disasters, deliveries that may be affected by air and ground transportation strikes and delays, and additional charges, customs and backend charges after the package leaves Japan. I will not bear it.

Q. Which shipping company do you use?

A. UNNATURALLY NATURAL uses Yamato Transport for all domestic packages and FedEX for all overseas packages, and ships to several countries around the world.

Q. Are there any special offers or gifts at the time of purchase at UNNATURALLY-NATURAL.COM?

A. Depending on the event, unnaturally-natural.com may offer special offers and gifts at the time of purchase when you place an order. Please note that unless otherwise stated, the free gifts that apply to your order are added when they are out of stock and are not guaranteed. All samples, stickers and other products and products are subject to change and may not be available depending on availability.

CUSTOMER ACCOUNT

Q. Do I need to set up an account to place an order?

A. No, you don't need an account to place an order.

Q. How to create an account?

A. https://unnaturally-natural.com/account/register You can access to create an account.

Q. How do I subscribe or cancel my email?

A. You can easily subscribe to your email by visiting Unnaturally-natural.com in the footer. If you want to unsubscribe / unsubscribe, you can unsubscribe by clicking the "Unsubscribe" link in your email subscription.

Q. I forgot my password.

A. To reset your passwordhttps://unnaturally-natural.com/account/login Go to and click "Forgot Password" above the sign-in button. You will then be prompted for the email address you used to create your account. Once you submit, you will receive an email notification with a link to reset your password. Once this is done, you can log in with your new password as usual on this page.

Product / ingredient

Q. Where are the products manufactured?

A. Our products are manufactured in Japan using raw materials procured from all over the world.

Q. Is the product natural?

A. Whenever possible, we choose naturally derived ingredients over synthetics in all formulations.

We believe that the best formula for a product is a combination of nature and clean science.

UNNATURALLY NATURAL is a clean brand, but not a natural brand.

Q. Does your product contain soybeans?

A. Soybeans themselves are not included, but soybean-derived ingredients are used.

Q. Is your product vegetarian?

A. Yes

Q. Is your product vegan?

A. Yes

UNNATURALLY NATURAL is creative-free and has not been tested on animals.

Q. Is your product gluten-free?

A. Yes

Q. Is your product or brand cruelty-free?

A. Yes

UNNATURALLY NATURA does not conduct animal testing and ensures that all suppliers comply with European laws prohibiting animal testing.

Not sold in countries where animal testing is required by law.

Q. Is your packaging recyclable?

A.UN NATURALLY NATURAL focuses on making the most sustainable choices for our products and shipping materials.

We want to minimize plastics as much as possible and use post-consumer and recycled materials instead.

However, as a D2C brand and as a global brand, we are currently adopting light plastic containers in consideration of CO2 emissions during delivery.

But we are actively monitoring and improving based on our sustainable practices to use more post-consumer materials, marine restraint plastics and refillable packages.

We are not perfect, but we are committed to continually improving sustainability and doing what we believe is best for our customers and the environment.

For more information on our sustainability efforts and a detailed list of recyclable packagesHereplease look at.

Q. Do you use essential oils or essential oils?

A. No

Essential oils and essential oils may irritate or sensitize the skin, which can lead to irritation and are not used.

 

Q. Do you use synthetic fragrances?

A. Yes

Unlike general synthetic fragrances, the synthetic fragrances we use are formulated with the highest priority on skin health. For more information, see UN NATURAL LY NATURALExcluded ingredient listplease look at.

Q. Does UNNATURALLY NATURAL use parabens or sulfates?

A. UNNATURALLY NATURAL does not use any parabens or sulfates.

Q. Do you test with animals?

A. UNNATURALLY NATURAL has not conducted animal experiments. All of our products have not been tested on animals.

Q. Is the product safe to use for all skin types?

A. All products are designed to be safe for all skin types, but if you have specific concerns, please consult your doctor by referring to the ingredient list posted on our website.

Q. Is the product safe?

A. Yes, all products have been tested by a board-certified dermatologist and have passed industry standard tests.

Q. Are all products tested by a dermatologist?

A. Yes, all products have been tested by a board-certified dermatologist and passed the required safety tests.

Q. At what temperature should these products be stored?

A. It is recommended to store in a cool and dry place away from direct sunlight and excessive heat.