FAQ
Last Updated: [02/04/18]
Thank you so much for your support of Agent Nateur! We are so grateful for our customers, and the entire Agent Nateur community. To ensure clarity in your customer experience please see below for some frequently asked questions. If your question isn't answered here, please feel free to contact our customer care team at agentcare@agentnateur.com
SHIPPING AND RETURNS
Return Policy
All purchases from Agent Nateur are final sale. We do not accept returns. If you have a concern regarding any product, please contact us.
Do you have an exchange policy?
All purchases from Agent Nateur are final sale. If you have a concern regarding any product, please contact us. Regrettably, we cannot exchange products purchased from third party retailers.
When can I expect my package to ship?
All items typically ship within 48 hours unless ordered on a weekend or holiday. For new product launches, we may experience delays due to order volume and we ask for a 7-day grace period to get all orders sorted with our shipping team. Agent Nateur is not responsible for packages once they leave our warehouse. We offer optional insurance through SavedBy (available during checkout), which we recommend to protect against damage or loss during transit.
International Shipping
Agent Nateur currently ships everywhere except Mexico, Spain, and Russia. For all international shipments, the recipient is responsible for any duties or taxes.
All purchases from Agent Nateur are final sale. We do not accept returns. If you have a concern regarding any product, please contact us.
Do you have an exchange policy?
All purchases from Agent Nateur are final sale. If you have a concern regarding any product, please contact us. Regrettably, we cannot exchange products purchased from third party retailers.
When can I expect my package to ship?
All items typically ship within 48 hours unless ordered on a weekend or holiday. For new product launches, we may experience delays due to order volume and we ask for a 7-day grace period to get all orders sorted with our shipping team. Agent Nateur is not responsible for packages once they leave our warehouse. We offer optional insurance through SavedBy (available during checkout), which we recommend to protect against damage or loss during transit.
International Shipping
Agent Nateur currently ships everywhere except Mexico, Spain, and Russia. For all international shipments, the recipient is responsible for any duties or taxes.
My package is lost, what do I do?
Agent Nateur offers package insurance through SavedBy during checkout. This is the best way to ensure you receive your purchases. We are not responsible for packages once they leave our warehouse. If you have further concerns or questions, please contact us. Agent Nateur is not responsible if you provide an incorrect shipping address. If a package is returned to us, you will be responsible for additional shipping charges. If the package is lost due to an incorrect address, we are not responsible and we are not able to offer a refund.
Agent Nateur offers package insurance through SavedBy during checkout. This is the best way to ensure you receive your purchases. We are not responsible for packages once they leave our warehouse. If you have further concerns or questions, please contact us. Agent Nateur is not responsible if you provide an incorrect shipping address. If a package is returned to us, you will be responsible for additional shipping charges. If the package is lost due to an incorrect address, we are not responsible and we are not able to offer a refund.
What is SavedBy?
SavedBy Package Protection is an optional add-on that can help cover the cost of lost, damaged or stolen packages. We do everything that we can to make sure the package gets to you, but in cases when issues arise SavedBy can help.
PRODUCT SUBSCRIPTIONS
How do product subscriptions work?
If you never want to run out of your favorite products, then product subscriptions are perfect for you! By signing up for a product subscription, you can set a custom schedule for your product deliveries to ensure that you always have what you need!
What is Recharge?
Agent Nateur has partnered with Recharge to allow customers to sign up for product subscription based on their own custom schedule!
I have a product subscription that I need to cancel, how can I do that?
Log in to your account on the Agent Nateur website to edit your subscription before the ship date. All customers will receive an email reminder of the subscription 3 days prior to the ship date.
I have already been charged for my subscription, but I want to cancel it.
Once the subscription has been processed, there is no way for us to edit or cancel your order. All customers will receive an email reminder of the subscription 3 days prior to the ship date so any changes must be made before that date.
I need to modify my subscription, what do I need to do?
This is very easy to do! Log into your account on the Agent Nateur website and make any modifications that you wish. Make sure to save any of your changes before the next ship date.
If you never want to run out of your favorite products, then product subscriptions are perfect for you! By signing up for a product subscription, you can set a custom schedule for your product deliveries to ensure that you always have what you need!
What is Recharge?
Agent Nateur has partnered with Recharge to allow customers to sign up for product subscription based on their own custom schedule!
I have a product subscription that I need to cancel, how can I do that?
Log in to your account on the Agent Nateur website to edit your subscription before the ship date. All customers will receive an email reminder of the subscription 3 days prior to the ship date.
I have already been charged for my subscription, but I want to cancel it.
Once the subscription has been processed, there is no way for us to edit or cancel your order. All customers will receive an email reminder of the subscription 3 days prior to the ship date so any changes must be made before that date.
I need to modify my subscription, what do I need to do?
This is very easy to do! Log into your account on the Agent Nateur website and make any modifications that you wish. Make sure to save any of your changes before the next ship date.
PREORDER AND OUT OF STOCK ITEMS
What is the process for preordering?
We are so thankful for your support as we expand our product line! With every Agent Nateur launch, we provide the opportunity to preorder. Please note that when placing an order that contains pre-order items your entire order will be held until the pre-order items are ready to ship. You can refer to the estimated shipping date stated on the product page.
What happens when a product is out of stock?
Occasionally, some of our Agent Nateur products will sell out. We do our best to ensure you receive your products as fast as possible, and we are thankful for your patience. Please note that if you add an item to your order that is out of stock your entire order will be held until the out-of-stock items are ready to ship.
When will my preordered items or out of stock items ship?
For up-to-date information on shipping for pre-order or out of stock items, please refer to the date provided on the product page of our website. If you want to be notified when a product is back in stock, please sign up for our newsletter and follow us on Instagram @agentnateur.
We are so thankful for your support as we expand our product line! With every Agent Nateur launch, we provide the opportunity to preorder. Please note that when placing an order that contains pre-order items your entire order will be held until the pre-order items are ready to ship. You can refer to the estimated shipping date stated on the product page.
What happens when a product is out of stock?
Occasionally, some of our Agent Nateur products will sell out. We do our best to ensure you receive your products as fast as possible, and we are thankful for your patience. Please note that if you add an item to your order that is out of stock your entire order will be held until the out-of-stock items are ready to ship.
When will my preordered items or out of stock items ship?
For up-to-date information on shipping for pre-order or out of stock items, please refer to the date provided on the product page of our website. If you want to be notified when a product is back in stock, please sign up for our newsletter and follow us on Instagram @agentnateur.
PRODUCT INFORMATION
How can I know what products are best for my skin type?
Agent Nateur products are created with all skin types in mind, even the most sensitive! If you have specific questions or concerns, feel free to contact us.
Can I use Agent Nateur products if I am pregnant?
All Agent Nateur products are made with pregnant and breastfeeding mothers in mind. Please always check with your doctor if you have any questions!
How can I try a product before purchasing?
The best way to try a product you are interested in is to add a sample with your next purchase! You can add up to 3 samples with each Agent Nateur purchase, but please note, samples are subject to availability!
How do I use my products?
You can see suggested use beneath each product online. Agent Tips is also a great resource to answer all your self-care questions! For further questions, feel free to contact us.
How long do my products last?
Full size Agent Nateur products will typically last 3 months depending on use! All travel size products typically last about 30 days.
What is the shelf life of my products?
All skincare products have a shelf life of 12 months. Holi (mane) and all deodorants have a shelf life of 36 months.
I am having an issue with my Agent Nateur products, what should I do?
For any additional product concerns or issues please contact us.
Are Agent Nateur products gluten free?
All Agent Nateur products are gluten free!
Is holi (mane) tested for heavy metals?
We test every batch of collagen with a 3rd party for heavy metals including the following: Total Heavy Metals, Arsenic, Cadmium, Chromium, Copper, Iron, Lead, Mercury, Zinc.
Agent Nateur products are created with all skin types in mind, even the most sensitive! If you have specific questions or concerns, feel free to contact us.
Can I use Agent Nateur products if I am pregnant?
All Agent Nateur products are made with pregnant and breastfeeding mothers in mind. Please always check with your doctor if you have any questions!
How can I try a product before purchasing?
The best way to try a product you are interested in is to add a sample with your next purchase! You can add up to 3 samples with each Agent Nateur purchase, but please note, samples are subject to availability!
How do I use my products?
You can see suggested use beneath each product online. Agent Tips is also a great resource to answer all your self-care questions! For further questions, feel free to contact us.
How long do my products last?
Full size Agent Nateur products will typically last 3 months depending on use! All travel size products typically last about 30 days.
What is the shelf life of my products?
All skincare products have a shelf life of 12 months. Holi (mane) and all deodorants have a shelf life of 36 months.
I am having an issue with my Agent Nateur products, what should I do?
For any additional product concerns or issues please contact us.
Are Agent Nateur products gluten free?
All Agent Nateur products are gluten free!
Is holi (mane) tested for heavy metals?
We test every batch of collagen with a 3rd party for heavy metals including the following: Total Heavy Metals, Arsenic, Cadmium, Chromium, Copper, Iron, Lead, Mercury, Zinc.