FAQ
OUR PRODUCTS
What does Refeel Naturals offer?
Refeel Naturals is a house of scented skincare that combines clinically recognised active ingredients with fine fragrances. Our range is made up of three skincare lines, each available in our different fragrances:
- Silky Oils (100 ml)
- Skin Renewal Creams (200 ml)
- Milky Scrubs (200 ml)
Which fragrances do you offer?
Our products come in four olfactory universes: Lost Alhambra, Poudre Sentimentale, Under the milky way and Le sud, la nuit.
Do you still sell soaps?
No, our superfatted soaps are no longer part of our current range. Our skincare now comes in oils, creams and scrubs, in our four signature fragrances.
What is the composition of your products?
Our formulas are made of up to 99% ingredients of natural origin, highly concentrated in active ingredients that benefit the skin.
The scent of my product seems different once applied to my skin, is this normal?
Yes, this is common: a fragrance naturally evolves on contact with your skin's pH. If you have any doubt about the product itself (a scent that seems altered directly in the bottle), please contact us: we can arrange to check it.
Why doesn't the fragrance last as long as I expected?
The longevity of a fragrance varies considerably from one skin to another, depending on pH, hydration and skincare habits. To help it last longer, we recommend applying the product to well-hydrated skin or to pulse points (neck, wrists, inner elbows).
Do your products contain nickel?
Our oils contain no identified traces of nickel. Some of our creams may contain trace amounts; please contact us for details by reference if you have a known allergy.
Are your products safe to use during pregnancy?
This depends on the essential oils present in each fragrance, some of which are not recommended during pregnancy. Our Le Sud, la Nuit oil is free of essential oils and is therefore suitable during pregnancy; for our other fragrances, we recommend waiting until after your pregnancy. Please feel free to write to us if you have a question about a specific product.
Do you offer samples?
Depending on the period, we don't always have samples available to send. The best way to discover our fragrances is to visit one of our retailers (see the "Where to find us" section on the site).
Where can I discover your products in store?
Find the list of our retailers on our Where to find us page.
Will you be launching new products soon?
We are regularly working on expanding our range. Follow our newsletter and social media to be the first to know about our upcoming launches.
ORDERS AND PAYMENT
How do I place an order?
All orders are placed directly on our website, refeelnaturals.com. Once your order is confirmed, you'll receive a confirmation email, followed by a tracking email as soon as your parcel ships.
Can I pay in instalments?
Yes, a 3-instalment payment option is available at checkout (with Klarna).
Can I cancel or change my order after placing it?
Please contact us as soon as possible after your purchase. If your order has not yet been prepared by our warehouse, we can cancel it and refund you. Once the order has been packed, it can unfortunately no longer be changed or cancelled.
An item in my order is out of stock, what happens?
We will contact you to offer a replacement with another fragrance from our range. If no alternative suits you, the unavailable item will be refunded.
Do you offer promotional codes?
We don't offer promo codes on a regular basis: our prices reflect French manufacturing, formulas made of up to 99% natural-origin ingredients, and fragrances created by perfumers following the standards of fine perfumery. However, you can enjoy 10% off your first order by subscribing to our newsletter.
Can I get an invoice?
Yes, write to us at hello@refeelnaturals.com with your order number and we will be happy to send it to you.
SHIPPING
What are the delivery times and costs within mainland France?
Your orders are shipped via our partner carriers. Delivery is free from €80 of purchases; below this amount, shipping costs are calculated based on your delivery address and shown before you confirm your order.
Do you ship internationally?
Yes, we ship to most countries, except those where local regulations prohibit the import of our products. Shipping costs vary by destination and are shown before you confirm your order.
Do you ship to Switzerland?
Yes, but we are currently unable to offer free shipping to this destination, as current carrier rates don't yet allow us to do so under good conditions.
Do you ship to the United States?
Yes, via FedEx. Delivery generally takes 3 to 6 business days. In the event of a customs hold, this timeframe may be extended unpredictably.
My tracking shows my parcel as delivered but I haven't received it, what should I do?
Please contact us promptly: we will open an investigation with our carrier. The investigation typically takes around 14 days, after which you will be refunded or compensated based on its findings.
My parcel arrived broken or damaged, what should I do?
Please contact us with clear photos of the product and its packaging, along with your order number. We will then offer either to send a replacement or a commercial gesture on a future order.
RETURNS AND REFUNDS
What is the deadline to return a product?
You have 14 days from the day after delivery of your order to request a return.
What condition must my product be in to be accepted for return?
The product must be unopened, in its original packaging, in perfect condition, and with all its accessories. For hygiene and health protection reasons, no opened or unsealed item can be returned or refunded.
How do I request a return?
First contact our customer service at hello@refeelnaturals.com with your order number, the list of items concerned, the reason for the return, and a photo of the product in its current condition. Once verified, you will receive a return label to print and place inside your parcel, to be shipped with a trackable carrier.
Who covers the return shipping costs?
Return shipping costs are your responsibility and apply per order. Your products remain your responsibility until they are received at our warehouse: a poorly protected parcel that is damaged in transit cannot be refunded.
When and how will I be refunded?
Refunds are processed within 14 days of your return being received by our team, using the payment method used for your order.
Can I return only part of my order?
Yes. Please note that if you return an entire order, any complimentary items must also be returned, and any item that does not match the return request will be considered an extra item.
CONTACT
How can I contact you?
By email at hello@refeelnaturals.com, via the contact form on our website, or on our social media (Instagram, Facebook, TikTok). Our team will respond as soon as possible.
Are you open to partnerships, distribution, or press inquiries?
For distribution requests, please write to us: our sales agent will get back to you. For press inquiries, please contact us directly by email.