FAQs

GENERAL FAQ

Do I buy a safe product ?

Yes, absolutely. As our concept is Cosmeceutical Beauty, so we sell the products made from natural ingredients (non-chemicals) with high end technology produced and based on clinical test.

How can the products resolve my skin problems ?

In accordance to Cosmeceutical concept, so that the active ingredients in our products are higher than cosmetic product generally, so these able to recover skin problems from inside naturally and not instantly without causing any side effects such as exfoliation, inflammation or dependency of usage.

Are your products manufactured in Indonesia ?

Yes, with Laboratory Result which has been clinically tested and the R&D’s Team from overseas as our Partner in producing high quality-natural products.

The Item I am Interested In Is Sold Out; Can I Be Put On Waiting List?

No, but you can get a notification instead when the product is back in stock or other buyers canceled their order, by fill in your email address at the product page of the sold out item.

Do You Have Physical Store Where I Can Visit?
Yes, currently we have three Centers in Jakarta that sell the products.

How Can I Place And Order?
Click here to view our order guide.

Do I Need To Sign Up An Account To Order?
Simple answer no.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, special discount and membership program. However it is not mutually exclusive for you to set up an account in order to purchase with us.

Do You Accept Credit Cards Payment?
No, until now, we only accept bank transfer via our listed banking partner (BCA).

I’ve Put My Order Into The Shopping Bag, But When I Click Proceed To Order Only Some Or None Of My Order Is Available. How Come?
Adding items to your shopping bag does not mean that we hold the items for you, because several customers might be shopping at the same time so merchandise availability is not guaranteed until you click the confirm order button.

Can I Cancel My Order?
You cannot cancel your order after submitting. Please do review your shopping bag before submitting an order.

Can I Add An Item To My Order After I Submit An Order?
Unfortunately not, you will need to place a separate order for anything else that you want to purchase.

Why Are My Order Canceled?
Maximum payment for an order is 24 hrs after order have been placed. If payment has not been completed after the time limit, the order will be canceled automatically.

Can I Get My Order Earlier Than The Estimated Delivery Time?
Unfortunately you cant. Because we need time to check your payment, quality control and pack your order.

What Do I Do If I Have Received The Package But There Is a Problem With The Product?
Please read return and exchange policy below. Or alternatively you can email us at customercare@nderma.com

Return and Exchange policy:

Purchased products can not be exchanged or restored, unless there is a damage upon delivery.

Product return or exchange request must be through a review process from Natura Derma’s warehouse to JNE. Any damages due JNE will not be the responsibility of Natura Derma for any compensation.

Return or exchange request period is within 2X24 hours from the limit time of shipment, return or exchange request over the limit can not be processed.

How Can I Track My Order?
You can sign in and view your order history and status in my account.

What Do I Have To Do If I’ve Completed My Payment But Haven’t Received The Package After Over The Estimated Delivery Time?
Please do not forget to confirm your payment through the website after completing the payment. If you have not confirmed until the time limit, then your order will be cancelled. If you done the steps and the problem proceeds please contact us directly to customercare@nderma.com we will work our best to accommodate your problem.