Refund policy

At The Natural Faces, we prioritize your satisfaction and health in accordance with California Health and Safety Code Section 111223. Please review our return policy below:

  • Return Window:  We have a 14-day return policy from the time you receive your goods.
  • Final Sale:  All skincare products, non-silk items, digital products (i.e. Follow Along Videos), custom products (i.e. embroidered pillowcases), or items purchased with a discount code are considered final sale. They are ineligible for returns, refunds, or exchanges. 
  • Silk Products:  We only offer refunds or exchanges on silk products that are unopened and unused. Please note that return shipping costs are the customer’s responsibility.
  • Eligibility for Return:  To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, unopened, with tags, and in its original packaging. You will also need the receipt or proof of purchase. Refunds DO NOT include shipping charges.
  • Damaged Products:  If your item arrived broken or damaged during transit, please contact us with proof of damage, and we will gladly assist you in processing a return or exchange.

This policy is in compliance with California law, which restricts the return of opened personal care items to ensure customer safety and prevent the resale of potentially contaminated products.

To start a return, you can contact us at support@thenaturalfaces.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us about any return question at support@thenaturalfaces.com.

Damages and delivery issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Inquiries on lost packages during transit to be submitted 30-60 days after shipping date on domestic orders, 40-70 days on international orders for us to file claims with the postal service and the insurance for refunds. Any inquiries submitted after specified time frames will not qualify for an insurance claim and can not be refunded. The Natural Faces is NOT responsible for misdelivered packages by the postal carrier or for packages stolen after the delivery confirmation. If the package was confirmed "Delivered" by the postal carrier but you have not received it, contact the postal carrier customer service right away to inquire about the status of the package and/or open a missing package claim. 

Exchanges
The fastest way to ensure you receive your preferred product is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.