ORDERS, DELIVERY AND SHIPPING
Do you offer Free Shipping?
We provide free international shipping to most countries when you spend over USD 150. All orders within Thailand enjoy free shipping.
Where does Native Essentials ship to?
We ship to over 20 countries worldwide, including major regions like North America, Europe, and Asia Pacific. If you don't see your country listed, email us or message us at customerservice@nativessentials.com to check if we can find a shipping solution.
Where do you ship from?
We ship from Bangkok, Thailand, using various postal services and couriers, including FedEx.
When will I receive my order and how much is the shipping?
Packages ship within 48 hours of your order confirmation and payment. Transit time will vary depending on the destination and the carrier you select, ranging from 2 to 14 working days. You can track the shipping progress of your order using the link we have emailed you once the courier issues the tracking number. You can check our shipping rates and transit time HERE
Who is responsible for VAT/GST?
Please be aware that, where applicable, the courier will add your local VAT/GST. You will be asked to pay it when your products arrive in your country.
What currency are your products sold?
Our products are sold in USD, but when you log in, prices are displayed in your local currency.
What payments do you accept?
We accept all major credit cards, Google Pay, Apple Pay, and Paypal, and for only Hong Kong, Thailand and Singapore customers, Bank Transfers. Transfer details will be available at checkout.
What if I made an order mistake or received a payment error message?
Don't worry! Please get in touch with us as soon as possible at customerservice@nativessentials.com or message us, and we'll be happy to help you resolve your issue.
I forgot to use the discount code and paid my order in full.
Please contact us immediately at customerservice@nativessentials.com or message us; if the order hasn't been shipped yet, we can edit your order manually from our system. If this is not possible, you can still use the discount code with the next order within the validity of the discount code.
RETURNS, EXCHANGES, AND REFUNDS
Do you accept returns, exchanges, or refunds?
Skin allergies are subjective; every immune response affecting you may not impact others. That's why we fully disclose all ingredients and have clear warnings added to products formulated with essential oils.
If the products you have ordered do not match your skin well and you have experienced discomfort, please contact us and share more information and photos as soon as possible while discontinuing using the product.
We cannot accept returns or exchanges but we can issue a refund, excluding shipping charges, if we establish that the product you have purchased from us has caused a skin reaction.
Please get in touch by email within 15 days from the order receipt at customerservice@nativessentials.com or message us.
What happens if I receive a defective item or the package is damaged during shipping?
While we are not responsible for damages caused during the shipping, if we establish that our packaging was faulty, we will replace the item for free within 48 hours. Please get in touch with us at customerservice@nativessentials.com or by message within two days of the package receipt, including pictures.
OUR PRODUCTS
Are your products genuinely natural?
Yes, they are plant-based, plant-derived and mineral-enriched. We use organic ingredients approved and certified by Ecocert and Cosmos wherever possible. Our mask SOLE contains Ethylhexyglycerin, a broad-spectrum preservative enhancer derived from vegetable glycerin; it’s classified as semi-natural due to chemical processing. AKAI is formulated with Phytosteryl / Octyldodecyl Lauroyl Glutamate, a synthetic/natural hybrid ingredient that act like ceramides.
What is the shelf life of your products?
Our products are natural and have 12 to 24 months of shelf life. Please be aware that the shelf life may be affected if you store our products at temperatures higher than 24°C or with direct sunlight.
Do you source ethically, sustainably and with a low carbon footprint?
Most definitively. We avoid using endangered plants and don't purchase botanicals or active ingredients from unethical suppliers or harvest from areas where the biodiversity is compromised. Many of our ingredients are ECOCERT, COSMOS, ACO and SOIL ASSOCIATION certified. We source as many local ingredients as possible, prioritizing smaller and independent suppliers.
Are your products tested on animals?
Our products are cruelty-free and undergo no testing on animals. And never will.
Are your products vegan?
All of our products are 100% vegan and do not contain any animal-derived ingredients.
Where do you manufacture your products and which safety and quality standards are you following?
Our products are made in Thailand in an Ecocert-approved manufacturing facility. We are entirely Thailand FDA compliant. We also follow EU product safety and GMP (good manufacturing practices) standards and fully disclose all ingredients used in our formulations. We want you to know what you're putting on your skin – and feel good about it.
Is your packaging eco-friendly?
We use transparent glass containers that can easily be recycled or reused anywhere in the world. Only the closures and lids are made of PET, the most commonly recycled and recyclable plastic. PET closures are the best option available on the market to safeguard the purity and efficacy of our products, which contain water and delicate ingredients that require care when stored. We are working on replacing PET with eco-plastic as soon as possible. Check out our recycling guidelines for recycling Native Essentials Packaging.
Are your products suitable during pregnancy and while breastfeeding?
Our products are natural. We use tested ingredients, actives, and essential oils in safe concentrations suitable for pregnancy use. Every pregnancy is unique; however, generally, we recommend limiting or avoiding using aromatic skincare when pregnant and breastfeeding. Some aromas can linger for
hours, and infants shouldn't inhale essential oils, especially in the first 3 to 4 months of life.
REWARDS PROGRAM
How can I join Native Essentials Glow Points Rewards Program?
To join our Glow Points Rewards Program, simply create a store account here. To redeem your rewards, please make sure to use the same account when placing orders.
What rewards are available?
We offer a variety of rewards based on your points, from order discounts to product redemption. For a detailed list of the exciting rewards you could earn, check out our rewards page here.
How can I start earning points?
Earning Glow Points is super easy. Simply sign up, engage with us on social media, and place orders. For every dollar spent, you instantly earn 10 Glow Points. Please make sure to use the same account when placing orders and redeeming rewards. Explore all the ways to earn points here.
How can I check my points balance?
Please log into your account and then click here to check your Glow Points balance.
How can I redeem my rewards?
You can redeem your rewards here. With enough points, click 'Redeem' and then 'Apply Code' to have the coupon automatically applied at checkout. Alternatively, you can copy and paste the code manually. Note that points are automatically deducted when 'Redeem' is clicked, and only one discount code or reward can be applied per order.
How can I refer a friend and get a USD 10 voucher?
You can refer a friend by obtaining a referral link here. Be sure you're logged in. Share your link with a friend, and they'll be directed to our site. They'll need to enter their email to receive a discount code, which they'll manually apply at checkout. You'll receive your referral reward once they make a purchase. You can view and redeem your referral rewards here.
SOCIAL AND ECO RESPONSIBILITY
Do you actively support any charity?
We work directly with a Coop of women from the Slums of Klong Toei, Bangkok. They handmade our beautiful collection and pearl jewellery. We pay fair wages and contribute to strengthening the local circular economy.
Are you supporting any sustainability projects?
For every order you place, we plant a tree with Our Forest.