Skin care products, Facial and make-up

Decleor skin care
Order Inquiry
Customer Support
Skin Care Consultation




Most of your question regarding our website services are answered here. If you can not find the answer to you question please feel free to send us an email or call toll free 1 866 336 7546 to speak to one of our customer support staff

- Is your website secure?
- Do you have a privacy policy and is my personal information safe?
- How can I order from Naturally Yours?
- How can I find a products?
- How do I know a product is good for me?
- What are my payment options?
- What is a billing address?
- What is a shipping address?
- What are my shipping options?
- How long before I receive my order ?
- What if my package is lost or not delivered on time?
- What if a product is on back order?
- Can I change my order after I have placed it?
- How do I know my order has shipped?
- What if I am not home at the time of delivery?
- How can I track my order?
- Do I have to pay custom and duty charges?
- I have placed an order but I did not receive a confirmation email?
- Can I request a catalog to be mailed to me?
- I am not sure if my order went through?
- How can I obtain a discount coupon?
- How do I know if I am qualified for a Free Gift?
- How do I get free samples?
- Are you a wholesaler?
- I am having problems with the shopping bag or the site?
- How can I use my coupons?

Is your website secure?
Shopping online with Naturally Yours Skin Care Store is 100% safe and secure. Our Secure Shopping Cart uses the latest technology in order to make your shopping secure. This is provided through an encrypted Secure Socket Layer (SSL): SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange connection.

Do you have a privacy policy and is my personal information safe?
At Naturally Yours we are committed to ensuring our clients a secure, private, and enjoyable online shopping experience. All customer information you provide to us will not be shared with any third party. We do not rent, sell or give out our client's information. Your trust and satisfaction are of our number one priority. Our Privacy Policy is posted

How can I order from Naturally Yours?
Shopping at Naturally Your is easy and hassle free.  No need to register with an account to purchase online! You may place your order by browsing through our product directory at our home page.  From there any item can be added to your online shopping cart.  Once you have selected your items click on checkout and enter your information such as name, shipping address, and method of payment. 
While browsing our website, if you wish to check out at any time please click on the "View Cart" which is located on the top right corner of the page and check your shopping basket content and click on "Check out".
We also have a friendly and helpful staff that is available to take your orders by telephone on weekdays between 9:30 a.m. and 5:00 p.m. Pacific Standard Time.  They can assist you with any questions that you may have about ordering!
How can I find a products?
Naturally Yours carries many prestigious and international recognized skin care and beauty brands.  To view our product directory please visit our homepage at
Naturally Yours.  You will see a listing of the different brands on the left hand corner of the page under the heading PRODUCT BRANDS.  If you are looking for a specific item, you can also use our SEARCH TOOL on the right hand side of the home page.  Simply enter the name of the product and click GO! and you will see all the pages in which that product is listed on our website.

How do I know if a product is good for me?
We encourage our customers to consult with a skin care specialist (Esthetician or Physician) prior to purchasing new items.   Most of our product web pages are categorized by skin types.  For example, if you are looking for products that are suitable for dry skin, you would view the category of dry skin under that particular brand. 
If you would like to take advantage of a free skin care consultation with one of our experienced estheticians you can reach them by 1) Posting a message on our online Forum, for a quick response! 2) Calling our toll free number during business hours at 1-866-336-7546,  3)Or by sending an
email. You may also submit your question at Free Skin Consultation.

What are my payment options? 
We currently accept Visa, Mastercard and PayPal in US Dollar at
Our US Store and all major credit card in Canadian Dollar at Our Canada Store .  Note that we do not accept payment by money-order, cheque or cash.

What is a billing address? 
A billing address is the address to which a credit card is registered.  This is also the address where credit card bills are received.

What is a shipping address?
A shipping address refers to the address that the order is being shipped to. Note that this may be different than a billing address.

What are my shipping options?
We offer 3 different shipping services for North American destinations.  They include Standard, Expedited and Express Shipping.  Standard shipping delivery time takes anywhere from 5-12 business days.  Note that this is an approximation and that on rare occasions parcels may take a longer time to reach their destinations.  Also note, that destinations in Alaska and Hawaii and Puerto Rico generally take longer to arrive.  For more information regarding rates and delivery times please visit
our shipping page. If You are ordering from outside North America please select "Outside North America" Shipping Options.

How long before I receive my order? 
We strive to make the delivery of packages as fast as possible!  Orders are processed within 24 hours, with the exception of holidays and weekends.
If an ordered item is out of stock or on backorder processing time with may take longer.  If the processing time of a package is more than 7 business days, the customer will be notified by email or by telephone. 
Once an order is processed and shipped it is subject to the applicable delivery time.  In general, most customers receive their orders within 6-10 days.

What if my package is lost or not delivered on time?
We strongly urge customers to select the Expedited Shipping option for their parcels, which insures parcels for full insurance coverage and provides them with tracking access.  Because of the high cost of shipping, we are unable to insure all packages for their total value.  If a parcel is lost in transit and does not arrive at its North American destination within 30 days, Naturally Yours will open an investigation into the whereabouts of that package.  This entails working closely with United States Postal Service and Canada Post to locate the missing item.  Once we have received written confirmation that the parcel has been lost we can either ship the customer a new package or refund the customer for the amount paid.

What if a product is on back order? 
If a product that you have ordered is on back order and will not be available for more than 7 business days we will contact you by email or by telephone to notify you.  At that point you will have to confirm whether you would like us to put your order on hold, ship the remaining items separately (a separate shipping cost may apply) or if you would like to cancel your order.  Your can call us toll free at 1-866-336-7546 or
email to confirm your decision.

Can I change my order after I have placed it?
If you would like to make changes to your order we suggest that you call our toll free number at 1-866-336-7546 as soon as possible.  If you order is still pending and has not left our facilities we can make alterations to the order at your request.  Once orders have been shipped no changes can be made to the order.

I am not sure if my order went through? 
If you have not received an email notification of your order, please call us at  

How can I obtain a discount coupon? 
Here at Naturally Yours we work hard in providing great promotions and pricing on our many skin care brands.  Returning customers will be notified of promotional items and discounts by email or by mail.

How do I know if I am qualified for a Free Gift?
On the homepage of each individual brand you can view the list of available Gift with Purchase promotions for that line.  Please read the details on the terms of eligibility for the Gift with Purchase carefully.  Customers are eligible for one Gift per Order, unless otherwise indicated on the homepage of that brand.  If multiple Gift with Purchase promotions are added to your order, we will ship you only the first one selected on the list.  If a gift has been selected in the order, but the terms of eligibility are not met, the Gift with Purchase will not be included in the order.

How do I get free samples? 
Free trial size samples are included with every order.  We will randomly select trial samples based on items you have ordered.  Some manufacturers do not produce trial size samples of their products and some items may not be available for sampling-instead samples from other skin care brands will be added to your order. Due to high demand we cannot ship out samples separately. If you are interested in a specific product and would like to request a sample of it to be included in your order, please indicate under the SPECIAL INSTRUCTIONS section at the time of Checkout.

Are you a wholesaler?
Please note that we are only an authorized retailer for the brands that we represent.  We do not sell wholesale.  If you are a professional esthetician please contact the manufacturer/distributor in your area directly for more information.  We cannot not offer their contact information.


How do I know if my order has been shipped? 
When your order has been received by us an email notification and confirmation of your order will be sent to your email address.  Once your order has been processed and shipped you will receive another email notification.  For customers who do provide an email address and who would like to know the status of their orders please call toll free at 1-866-336-7546.

What if I am not home at the time of delivery?
If you are not at home at the time of delivery your postal delivery person will either leave a notification letter of their attempted delivery or in some cases may leave the parcel at the front door.  If you suspect that your package was attempted for delivery you can call us to track the parcel or you can contact your local post office to verify if a delivery was attempted.  Please call us immediately if your package has been unclaimed from your local post office for more than 2 weeks.

How can I track my order? 
After it has been shipped you may track your order at or with tracking No. provided at order status link on the email confirmation. Please note in some cases online tracking may not be available. this does not mean your order is not shipped or lost, simply the record is not updated online. If you have further questions please email or call 1-866-336-7546.

Do I have to pay customs and duty charges? 
There are no applicable customs or duty charges for parcels in North America. For other international destinations, customs and duty charges vary according to each countries own regulations. Please check with your local postal company.

I have placed an order but I have not receive a confirmation email? 
If you have not received an email  confirmation it may be because the email address entered in our system is incorrect or that your email filter has rejected the email notification as "junk mail".  To receive confirmation please call us at 1-866-336-7546.

Can I request a catalog to be mailed to me?
At the present time
our entire catalog is available online at  and we do not have a print catalog available for distribution. We are planning to offer a print catalogue in the future, please check our website or call us toll free at 1-866-336-7546  for more information.

I am having having problems with the shopping bag or the site?
If you are unable to add items to your shopping bag or items are not appearing when you view your order at checkout, most often it could be that different applications utilized by clients affect their internet browser settings.. Sometimes this causes certain basic features (like JavaScript) to be disabled which our website needs to function correctly (most e-commerce websites require the same functionality to work properly). Here is a quick solution to try to fix this:

(Assuming you are using internet explorer)

1. Click the word TOOLS in the top file menu of internet explorer.
2. Click the word INTERNET OPTIONS
3. Go to the SECURITY Tab
4. Ensure that security level for this zone is set to MEDIUM (see the bottom of this window). If it is not, please change it to MEDIUM
5. If the security level says CUSTOM, click DEFAULT LEVEL, which will set it to MEDIUM, then press APPLY
6. Next, click the PRIVACY tab
7. Ensure your privacy is set to MEDIUM-HIGH or MEDIUM. If it is not, please change it. Once done, press APPLY, and OK.

If you continue to have difficulties
please call 1-866-336-7546 or email for technical assistance.

I am unable to continue shopping, every time I try to do so, more quantities are added to my cart?
If you would like to continue shopping after you have selected an item and added it to your shopping cart, please click on the CONTINUE SHOPPING tab.  Clicking on the BACK tab will only increase the quantity on the last selected item in your shopping cart.


Questions Regarding our July Coupon Promotion:

How can I use my coupon code?

Please enter the coupon code:  provided to you at the space provided at checkout, and click APPLY  to receive an instant 10% Off your total.

How many times can I use the code?

You may use this coupon as many times as you wish.

When will this offer expires?

This offer expires on midnight July 15th, 2005 PS




| FAQ | Terms & Privacy  |  About Us | Canadian Orders | Contact | Shipping | Customer Support |

Copyright 1999-2006. Naturally Yours- Skin Care Store