Have a question?
You may find your answer in our frequently asked questions.
What is the availability status of items on the site?
All items for sale on the natulla-jp.com are available. If you wish to order a significant number of a particular item, please contact us by email, we will reply you within 12 hours.
How may I get assistance with my online order?
Please contact us by email, we will reply you within 12 hours.
For additional information, please visit Shipping Information.
How much is the delivery?
Enjoy free shipping on orders over $300, and for orders below $300 shipping is just $30 per package - no matter where you are in the world!
How long will delivery take?
Orders ship Monday through Friday with the exception of national holidays.
Your order will be shipped within three working days, and we'll use FedEx, DHL or Japan Post to get it to you. Most regions will receive their package within 1-2 weeks of shipment.
How do I track delivery of my order?
After delivery, we will send you an email with the delivery method and tracking number used. Please use the corresponding links to check the delivery status of your package:
Japan Post - https://www.post.japanpost.jp/index_en.html
Will my order be gift wrapped?
Your purchase will be carefully wrapped in a Japanese cotton patterned Furoshiki cloth and sent in a white box.
Can I include a personalized gift message with my purchase?
When viewing the items in your cart before checking out, you can enter the message you wish to include with your order in the order note column.
Will my gift order include an invoice where the price of the items are not shown?
An order will be considered a "gift" if the civil status, last name or first name of the invoicing information is different from that of the delivery information. In this specific case, an invoice where the price of the items are not shown will be included in the package that is sent to the gift recipient.
Which means of payment are accepted by natulla-jp.com?
We currently accept Visa® and American Express® credit card payments, as well as Shop Pay, Apple Pay, Google Pay, PayPal, Amazon Pay, and even cryptocurrency payment methods such as Bitcoin, Ether, and more.
Is my payment secure?
All the transactions made on the natulla-jp.com website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting. We has also established specific security measures to protect your personal information from non-authorized access and use. However, you should never consider the transmission of data by Internet to be 100% secure.
What is the security code on my payment card?
A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:
- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).
- or on front, above your card number. It is made up of 4 digits (American Express, for example).
Returns and exchanges
For additional information, please visit Return Policy.
Can I return or exchange an item in store?
Due to the nature of the product, exchanges are not supported. However, you can return the product within 30 calendar days of receiving it, as long as it is unopened and packed in its original packaging. Once we receive the product in good condition, we will issue a refund for your purchase.
How long will my refund take?
We aim to process returns within 7 to 10 business days from delivery to our distribution center. You will receive a confirmation email when complete.