FAQs

Q: Where can I find ingredients lists for Natio's products?

A: All product descriptions on our website include a full ingredients list. Moreover, most Natio products have all ingredients printed on the back of the packaging. A few colour makeup products are too small to display a full ingredients list. For these, simply refer to the products entry on our website or find a complete listin our ingredients leafletor attached to the Natio display stand at your nearest Natio retailer.

Q: How do I locate my nearest Natio stockist?

A: Natio is available at Myer, David Jones and selected pharmacies in Australia. In New Zealand we are in selected Farmers, Life and pharmacies. In the United Kingdom Natio is available in Debenhams department stores. In Hong Kong, Taiwan, Singapore and Malaysia Natio is available through SaSa stores. Customers can use the store locator feauture on our website to locate store(s) in their area.

Q: What is Natio's returns policy?

A: Because Natio sells its products both directly and indirectly (through distributors) to retailers we are unable to process returns for purchases made from pharmacies or department stores. Should you wish to return a Natio product, please contact your place of purchase for a refund or exchange, according to the retailer's return policy. We advise that you always keep your receipt and check retailer's conditions for returns. Please note, we are always happy to process bona fide returns. For information on Natio's returns policy for purchases made on our website, please click here.

Q: What happens when Natio discontinues products?

A: Natio regularly updates and refines its skincare and colour ranges. This means that occasionally we discontinue slow selling products to accommodate new and improved products. Please consult one of our qualified Natio Promotional Consultants in your nearest pharmacy or department store to find out which products have been discontinued. They will be able to guide you to good, alternative product solutions, hopefully within the Natio range. You can also check Natio's website; if the product you seek is not listed here, it is no longer available. However, please note any discontinued stock we still have in our warehouse is sold online at a discounted price until it clears. These items are located in the Specials Category under each corresponding Range. Click Skincare Specials, Makeup Specials, Body Specials or Mens Specials to check out the Special Offers on Natio's website, where you may be lucky to find your favourite discontinued product at a bargain price.

Q: How do I learn about Natio promotions?

A: To be the first to hear about Natio's promotional offers & new product releases join my.natio.com. This members' only email service is designed to keep you up to date with all things Natio. You can also connect with us on Facebook.

Q: How can I find out about Natio's warehouse sales?

A: A few times a year, Natio opens its Melbourne Warehouse Sale to the public. This is a unique opportunity for you to purchase existing and discontinued Natio products at bargain prices. If you wish to be informed about sales times, please click here and add yourself to our Warehouse Sale Notification mailing list.

Q: Are Natio products vegan friendly?

A: Natio is accredited by Choose Cruelty Free as seen at www.choosecrueltyfree.org.au. The women’s and men’s skin care, body care and eau de toilette ranges are mostly free of animal by-products. However, vegans please note the Restore 10 Minute Moisturising Mask, Wellness Exfoliating Body Bar, Wellness Bath & Shower Gel, Aromatherapy Skin Nutrition Body Lotion, Orange Blossom Hand Wash and Aromatherapy Paw Paw Lip Balm contain honey and/or beeswax.

Natio’s makeup and nail polish range is also mostly free from animal by-products. However, vegans please note some of our lip products may contain lanolin or beeswax and the Natio Lip Colour in Pretty, Blusher in Rouge Glow, Pressed Powder Bronzer & Enhancer, Mechanical Long Lasting Eye Liner in Graphite and some of our eyeshadows contain carmine. The Cream to Powder Foundation, Lash Definition Mascara, Dramatic Lashes Mascara and the Brow Kit contain beeswax.

You will be pleased to know that Natio’s makeup brushes are made with synthetic hair and our mascara wands are made of synthetic fibres.

Please note this may not be a comprehensive list. To check whether a product is vegan friendly, we always recommend you refer to the ingredient listing on our website.

All ingredients are detailed on our website, so you can quickly see which of our products are vegan friendly. Simply look up the product and click the “All Ingredients” tab. Alternatively, refer to ingredients lists on product packaging and/or attached to the side of the Natio display stand at your local pharmacy or department store.

Be assured, any ingredients that you may identify as being potentially derived from both plant and animal sources, for instance lecithin, tristearin, squalene and glycerine, are certainly derived from plant sources.

Q: Does Natio test its products on animals?

A: Natio does not conduct or condone animal testing. We actively support and have been accredited since 1996 by ''Choose Cruelty Free', an Australian organisation screening beauty care companies and helping consumers recognise genuine cruelty-free brands. We assure you that Natio very firmly opposes the testing of products on animals.

Q: Can Natio provide me with free product samples for trial before I purchase?

A: Natio provides testers for many of our products at point of sale, so please visit your nearest Natio retailer to trial products from the Natio range. Natio often produces packs with miniature trial size products. These products are either offered as gifts with purchase or are very reasonably priced, which makes them perfect for trial. Keep a look out in your local pharmacy or department store, subscribe to my.natio.com or join us on Facebook to be among the first to learn about these and other promotions.

Q: Which products should I use for my skin type?

A: The pure plant extracts and essential oils at the core of Natio’s formulations make them very gentle and suitable across a wide range of skin types. If you require help finding the most suitable products for your skin, you are welcome to ask one of Natio's qualified Consultants in-store. As everyone's skin is different, you may wish to do a small test to see if the product feels comfortable on your skin. We also invite you to browse though our products online.

Q: Are Natio products 100% natural?

A: Natio's skincare is primarily plant based. We use natural ingredients wherever possible, however we firmly believe that the best and most skin-friendly results are achieved by combining the pure essences of nature with the tried and true ingredients of modern science.

If we tried to be totally natural this would compromise the performance and stability of our products. For quality performance and stability, we use the finest compounded stabilisers to ensure that our products remain pure until the very last drop.

Q: Do Natio's products contain palm oil?

A: Natio has already removed all pure Palm Kernel Oil from its formulations some time ago. Some of our products contain derivatives of Palm Oil and the issues related to deforestation have encouraged us to source Palm Oil derivatives only from suppliers that are members of the RSPO (Round Table On Sustainable Palm Oil). We are also reviewing the option of using GreenPalm certificates.

Q: Why does the Gentle Foaming Facial Cleanser have low foam?

A: The low, almost no foam is one of the product's best features. The mild formula of the unique micro-fine foam leaves skin deeply cleansed, refreshed and glowing, while maintaining skin's natural moisture balance. The soap free cleanser should not be compared with high foaming supermarket cleansers, which can be harsh and dehydrating on the skin. To get the best results from your cleanser, squeeze an amount the size of a 5-cent coin onto a wet hand and "lather". Then apply to wet face (avoiding eye area) and massage with gentle circular movements. Gently rinse off. The best way to judge the merit of a cleanser is by the purity and soft, moist and comfortable feel of the skin after application. Gentle Foaming Facial Cleanser is one of the top sellers in the Natio skincare range.

Q: Are Natio products coeliac friendly?

A: Natio Eye Contour Wrinkle Cream, Intensive MoisturisingNight Creamand Natural Vitamin E Cream contain natural vitamin E derived from wheat germ oil. Similarly, some Natio lip products contain natural vitamin E (e.g. Tocopherol), which may be derived from wheat. We recommend that celiacs avoid using these products, as there may be an increased risk of reaction. All product descriptions on our website include a full ingredients list, so you can quickly see which products are coeliac friendly. Alternatively refer to ingredients lists on product packaging and/or attached to the side of the Natio display stand at your local pharmacy or department store.

Q: How can I find the expiry date of Natio's products?

A: Beauty products are not required to have an expiry date printed on them. Since 2008, Natio has been printing a Period After Opening (POA) symbol which looks like this on the back of all our products to optimise our service to consumers. The symbol indicates how many months Natio recommends a product should be used after opening. As a rule of thumb, Natio products have a lifespan in excess of three years when unopened and stored in a cool, dry place out of direct sunlight.

Q: Is Natio's packaging recyclable?

A: All Natio's packaging is recyclable, with the exception of the black colour cosmetics containers. You will notice that most of our bottled products feature the recycling symbol on the bottom; however, even the packaging without the symbol is recyclable.

Q: How can I find out about career opportunities at Natio?

A: Please contact us if you are interested in learning about employment opportunities at Natio.

Q: Do Natio products contain nanoparticles?

A: No, Natio products are all free from nanoparticles.

Q: Does Natio have a fragrance free skincare range for sensitive skin?

A: Yes, Natio's Sensitive Skin range is sensitivity tested, 100% fragrance and alcohol free to help suit skin types that may have mild sensitivities to these ingredients. We strongly recommend that you always patch test any new product on the tender skin on the inside of the elbow and then on a small area of delicate skin on the face prior to use. If you feel you have moderate to very sensitive skin we recommend  you seek advise from your medical practitioner regarding a specialist regime that will suite you best.

Q: Why does the Renew Radiance Exfoliator have no granules in it?

A: The Renew Radiance Exfoliator is a gentle non-abrasive formula containing no polishing beads or grit. The natural fruit acids or Alpha Hydroxy Acids (AHAs) in this product gently dissolve dead, dry and damaged skin cells and surface oils, which clog the skin and inhibit the process of skin cell renewal. Renew Radiance Exfoliator helps restore skin's natural lustre and sheen.

Q: Is it safe to use Natio products during pregnancy?

A: Ninety percent of Natio's skincare and cosmetics are produced at a manufacturing plant which is licensed by the Therapeutic Goods Association with pure, natural ingredients meaning that they are extremely gentle to use.

However, if you have any concerns, we suggest you speak to a qualified health practitioner who can advise you as to which ingredients are suitable to use during pregnancy.

Q: Is Natio Australian owned and operated?

A: Yes, Natio is a wholly owned Australian company and is operated by the owners and founders of the company. Our home office is situated in Heidelberg, Victoria, Australia.

Q: Does Natio offer training for retailers that stock Natio products?

A: Yes, Natio has developed a customised online training course to help sales staff in partnering pharmacies and department stores represent Natio successfully. The quick course helps your staff members learn more about our brand, philosophy, product ranges, merchandising and promotions. Qualified Natio Promotional Consultants receive quarterly newsletters detailing upcoming promotions as well as training updates in advance of special new product releases. To become part of our team of certified Natio Promotional Consultants, please contact us with retailer information and request course login information.

Q: What is Natio's distribution policy in Australia?

A: In Australia, Natio distributes its skincare and colour cosmetics exclusively to pharmacies and department stores.

Q: Does Natio offer corporate gift packs?

A: Yes, Natio continually creates a wide range of contemporary corporate gifts for men and women. You are also welcome to contact us if you are interested in spoiling your colleagues or staff members with an uplifting wellness experience.

Q: Can I get information about the Natio brand for my school assignment?

A: We appreciate the interest of students who would like to do research and analysis on our brand. Most background and product information is available on our website and we welcome you to make use of this data in completing educational assignments.

Q: How do I shop online?

A: To purchase products on the Natio website, simply select any desired item and quantity and click on “Add to cart”. You will see and be able to modify the contents of your Shopping Cart each time you add a new item. To add more products to your Shopping Cart, simply continue shopping from the top menu. When you have completed shopping, please select My Cart to proceed to checkout. To ensure that you are aware of the status of your order, we will send you confirmation emails at each stage of your order: receipt, processing and dispatch.

Q: How do I locate products on the Natio website?

A. Simply navigate products using the Skincare, Makeup, Body and Men’s tabs in the menu. These tabs allow you to view products by Collection, Function, Concern and Skin Type.

Q: How do I use the Shopping Cart?

A. The Shopping Cart stores items you wish to purchase while you complete your browsing, the same way you use a shopping cart in a retail store. There are a few actions you can complete while on the Shopping Cart page such as update quantity, remove items and proceed to checkout. To update the quantity of an item, simply type in the new quantity you wish to purchase and click “Update Cart”. To remove an item, simply click the “Remove” symbol to the left of the item. If you wish to continue shopping, simply locate additional items and add them to your cart. When you are ready to purchase your item(s), click on the “Checkout” button. The checkout process is fast, easy and secure.

Q: How quickly can I expect my order to be processed and dispatched?

A. Orders are processed and dispatched within 24-48 hours of receipt. For orders received late in the day on Friday or over the weekend, dispatch will be on the following Monday.

Q: Which shipping methods are available and how long will it take for my order to arrive?

We use Australia Post’s eParcel service for all domestic orders with an estimated delivery timeframe of 2-7 business days. This service provides a tracking number upon despatch. For international orders we use Australia Post’s Airmail service with an estimated delivery timeframe of up to 14 business days. This service does not include tracking. Alternatively international customers may wish to have items sent via FedEx Economy with an estimated delivery timeframe of up to 5 business days worldwide or FedEx Priority with an estimated delivery timeframe of up to 3 business days worldwide. This service offers a tracking number upon dispatch.

Q: How much will the shipping charges be for my particular order?

A. The freight charge for your order is calculated using the weight of product ordered, the shipping destination and the preferred shipping method. This will be displayed during the checkout process prior to your order being submitted. Hence, if you are unhappy with the shipping fees and options you can choose to not place your order.

Q: What is Natio's returns policy for purchases made from Natio's website?

A: If for some reason you do not wish to keep a product ordered on Natio's website, you may return new and unused items within seven days of receipt of the order. Natio will refund the purchase cost of the product(s) minus shipping and handling changes. Items must be returned in their original condition; no refund can be made for products that have been used. If you receive a defective or incorrect product, please return the item to Natio within seven days, and we will reimburse you for the purchase costs including the return carriage. Please click to view Natio's Returns and Exchanges Policy.

Q: Is international shipping available?

A: Yes, we currently ship internationally to most countries.

Q: Which forms of payment are accepted?

A: We accept VISA and MasterCard in the form of credit card, debit card and pay card.

Q: Can I change or cancel my order?

A: Once you have clicked "Place Order", your order will begin to process and you cannot make any further changes. To change or cancel your order prior to shipment, you must contact us as soon as possible. Please note that most orders process quickly and can enter the shipping process within hours. If your order has already entered the shipping process, it cannot be changed or cancelled.

Q: Can I ship to an office or residential address different from my billing address?

A: Yes, you can ship to any address regardless of your billing address. Your billing address should be the address listed with your credit card company.

Q: At which point during the order and shipment process is my credit card/debit card/pay card charged?

A: Your credit card/debit card/pay card is charged during the checkout process.

Q: Do I have to pay Goods and Services Tax on my online purchase?

A: Since Natio is based in Victoria, Australia, state law requires that we charge Goods and Services Tax (GST) on orders shipped to customers residing in Australia. Please note that prices listed on the site are inclusive of GST. Customers residing outside Australia should be aware that the authorities in your state or country may charge you tax or customs on your purchases. While it is not Natio’s responsibility to charge or collect this potential tax from you, we alert our customers regarding this possibility as a courtesy. If you require further information on this issue, we suggest you contact the relevant authorities in your state or country directly.