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FREQUENTLY ASKED QUESTIONS
Since Human Nature first became available in the United Arab Emirates in 2013, we've received hundreds of emails and calls from people all over the UAE. We collected some of their most-asked questions here, just for you.

For other questions about OUR PRODUCTS, please click here. If you would like to learn more about the NATURAL INGREDIENTS that we use in our products, we also have a small list here.

If you can't find the answer to your question or concern, please feel free to CONTACT US and we'll be glad to help you out.


ORDERING / PURCHASING

Where can I buy your products?
You can find and buy our products through the following channels:

  1. You can order online through our Shopping Cart.
  2. Located near Khor Fakkan? You can drop by our Khor Fakkan office at Reifa Area after Police Department roundabout, opposite Disabled Club, near Golden Cafeteria, Khor Fakkan, to shop and wait for your orders to be rung up and neatly wrapped.
  3. You can phone in your orders at our UAE Head Office through +971 2 4433707 from Saturday to Thursday 10:00am to 7:00pm GMT+4.

Can I purchase more than one item?
Yes, absolutely. You can purchase multiple items in one order, and all of them will be placed and securely wrapped in our customized box for delivery to your shipping address via our partner courier company.

What happens if an item is sold out or not in stock?
If an item is temporarily out of stock, it will be identified on the website as "Sold Out", and you will not be able to add it to your shopping cart. In case of any issues concerning the availability of items ordered, we will contact you immediately.

How do I pay for my orders?
All orders made with UAE Head Office -- online or offline -- can be paid using any of the following payment options:

  1. For walk-in clients (CASH)
  2. For online orders (CASH ON DELIVERY, paid to the courier)


Is it safe to place my orders online?
Yes, it's safe. Our website is protected with robust hardware and software security systems and is regularly tested for vulnerabilities.

What's your return and exchange policy?
We want the absolute best product experience for all of our customers. If for any reason (any reason at all!) you're not satisfied with your purchase, just return it to the place of purchase or get in touch with our UAE Customer Service Team within 30 days from the date you bought our product. We will provide you a replacement, refund, or credit for it - absolutely. Refunds will be done only through the Original Mode of Payment.

We're here to serve you from Saturday to Thursday, 10:00am to 7:00pm GMT+4.


What's the shipping cost in UAE?
AED 30 flat rate in UAE cities, and AED 50 for remote areas.

How much will it cost when you ship to GCC countries?
The shipping fee to GCC countries is computed based on the weight of the package. Please contact us if you have any questions.

The website does NOT deal or provide any services or products to any of OFAC sanctioned-countries in accordance with the law of United Arab Emirates.

How long will it take for me to receive my order?
You will receive an order confirmation email within 1 business day. We will inform you if any item you've ordered is sold out, and you'll receive a refund for the corresponding amount if you've pre-paid through your credit card.

After we've confirmed your order, you'll receive your package within 2-3 business days.* Your order will arrive neatly wrapped and sealed in our specially designed Human Nature box via our partner courier service.

All items are shipped directly from our sole central storage location in Abu Dhabi.

Pro Tip: Want your orders shipped as fast as possible? Just keep your phone line open and check your calls, it might be our courier trying to reach you. (Orders take 2-3 working days* to arrive after our courier picks up the package from us.)

* We rely on the delivery services of excellent partner courier companies, and while we don't have control over the exact delivery time, orders made on the following timetables may expect these delivery schedules:

  • Orders placed from Saturday to Wednesday will be processed and delivered within 2-3 working days.
  • Orders placed on a Thursday will be processed every Saturday and delivered within 2-3 working days.
  • For remote areas: Packages going to the western region of Abu Dhabi are delivered on Sundays and packages going to Hatta town in Dubai are delivered on Saturdays.

How can I track my order?
After you receive confirmation of your order and we've processed your shipment, we will call you to notify you of the courier company and the airwaybill number. The courier will also contact you to confirm your shipping address and delivery time. We always take care to coordinate with the courier daily to ensure that all orders are delivered on time and in good condition.

You may also contact our courier's customer service center and track your order by providing them with the mobile number you indicated when you ordered, or the airwaybill number provided you.

Can I combine multiple orders or add additional items to my order once it has been placed?
Unfortunately we are unable to combine multiple orders once they have been placed. We are only able to add items, cancel orders and/or cancel selected item(s) before the order is shipped. Please contact us from Saturday to Thursday, 10:00am to 7:00pm GMT+4, if you need help on this.

- Email: CS.UAE@humanheartnature.com
- Phone: +971 2 4433707 (Abu Dhabi) / 09 2370802 (Khor Fakkan)

Can you deliver a gift for me?
Yes, we can!

If you're ordering online, here's how to send your gift:

Gift to friend

Invoice to purchaser

Delivery fee x 2

  1. On the checkout page, select "Ship to different address" at Step 1: Billing Information.
  2. At Step 2: Shipping Information, select your recipient's shipping address from your address book or enter a new address.
  3. Select the checkbox: "Do not include invoice please."
  4. Continue with your checkout process as usual and finalize the order. We will be charging two courier fees. The first is for our courier to deliver the gift to your recipient's address, and this courier fee will be included in the total cost on the payment page. The second fee is for our courier to pick up the payment from your address, and we will contact you directly to confirm this additional charge.
  5. Our courier will first go to your address to collect the payment.
  6. Once payment is collected, we'll ship your gift for you, hassle-free!

What do I do if there's a missing or incorrect item in my order?
As soon as you notice something amiss with your order, simply report it to our Customer Service hotline +971 2 4433707 or via email at CS.UAE@humanheartnature.com, within 24 hours of your purchase. We will speedily investigate and replace the item/s at no additional cost. To avoid undue inconvenience for you, we encourage you to check your purchases as soon as you receive them.

How do I add items to/change/cancel my web order?
All order revisions can be coursed through our Sales Team at ordersUAE@humanheartnature.com or +971 2 4433707 as long as the order has not been processed for ship out. Any changes in the web order will reflect on the invoice but will not reflect on the system-generated order confirmation email.

How can I follow up on the delivery of my order?
You may contact our Customer Service Team at +971 2 4433707 or at CS.UAE@humanheartnature.com.

How much will it cost when you ship to GCC countries?
You may contact our Customer Service Team at +971 2 4433707 or ordersUAE@humanheartnature.com.

Help! I can't access my shopping cart account!
Don't panic! If you forgot your password, just go to our shopping cart homepage, click "Log-in to your account" on the green menu bar, then click "Forgot Your Password". You will be asked for your registered email address, and we will send you a new password to your email.

If you still cannot access your account, just call us at +971 2 4433707 or email CS.UAE@humanheartnature.com so that we can assist you personally.

DEALERSHIP

How do I become a dealer?

It's easy!

Just follow these simple steps:

  1. Read the Dealer Terms and Agreements
  2. Create an online account
  3. Email us at CS.UAE@humanheartnature.com and tell us the full name you used on your online account,choose your sample pack (My Bestsellers or My Favorites), attach a copy of your signed Dealer Terms and Aggreements, and attach a copy of your personal identification

And off you go! We'll reply to your email after we've authorized your online account to be a dealer and are ready to ship your sample pack. We even provide free catalogues to help you get started!

How do I know my Dealer ID number?
After you successfully register as a Human Nature Dealer, you will receive your unique Dealer ID number. You can also see your dealer ID number on the upper left hand corner of the invoices of your purchases, just above your name.

Help! I lost my member/dealer discount. How do I reactivate my dealership?
If you have been previously purchasing products with the dealer discount but are now purchasing at a lower discount level or at full price, it's possible that you have not met the required monthly purchase requirement for three months. Don't worry, it's easy to reinstate your discount. You can reactivate back to member or dealer status by making a one-time purchase of at least 500AED at dealer price or a cumulative purchase of at least 500AED within one month at SRP (full price) to get back your 20% discount.

Pro Tip:If you're ordering over the phone, just tell our sales representative that you're making the purchase to reinstate your member or dealer status. If you're ordering online, just write in the comment box at the bottom of the checkout page that your purchase is for the reinstatement of your member or dealer status. This is so we can advise you how much you still need to fulfill your minimum monthly purchase requirement.

How do I purchase online if I'm a registered dealer? Will I automatically get the 20% discount once I register?
We'll take care of setting up the dealer discount on your online account! Simply email CS.UAE@humanheartnature.com with the required ID and signed dealer form so that we can activate your online shopping account with the 20% dealer discount. Your dealer discount will not apply until we activate your account, so make sure you get in touch!

As soon as your account is activated, you can start shopping.

May I use Human Nature's product images in my online store and for online promotions?
Yes, you may, as long as you credit Human Nature as the source of the images by linking back to our website (www.humanheartnature.com/ae). For online promotions, make sure to put a disclaimer that it is a dealer-initiated promo on your promo page.

I am a Human Nature dealer in a country outside UAE. Can I become a Human Nature dealer in UAE as well?
Absolutely, but as Human Nature dealer policies vary in each market, you will need to sign up as a Human Nature UAE dealer following the process described above.

ADVOCACY

What communities do you work with?
Human Nature works with farming communities in different regions of the Philippines, where Mother Earth's own laboratory of moist rich soil, sunshine, and dew nourishes the many natural ingredients we use in our products. We work with the citronella farmers of KMMBK (Kooperatiba ng mga Maliliit na Mangniniyog ng Barangay Kanapawan) in Camarines Norte through the Philippine Federation for Environmental Concern, with the lemongrass farmers of Cauayan, Negros Occidental through the AID Foundation, and the passion fruit and sunflower farming community of GK Catigan, Davao. We are building and developing partnerships with more Philippine farming communities every year!

What sort of testing is done before you release a product since you don't test on animals?
First and foremost, we test the products on ourselves as well as our families! Our products then go through a series of other tests including accelerated stability tests, preservative challenge tests, user acceptability tests done in coordination with some of our dealers and skin compatibility/irritation testing among test respondents conducted by a third party dermatologist. When we feel we have a breakthrough product, we go even further, conducting extensive clinical trials again with third party labs and dermatologists. Beyond that, we often conduct research on individual natural ingredients to better understand their properties and behavior. We're extremely happy that our Natural Care Labs' testing and research into natural ingredients has produced many breakthrough formulations such as CREAMFoam for our natural shampoos as well as other innovations.

Why are your prices so much cheaper than other natural products in the shops?
Human Nature is a social enterprise. Our affordable prices have been achieved because we made a decision to greatly reduce the usual profit margins. Our ingredients are the same as those in much higher priced brands. But most of us can only make the choice to buy what is good for us and good for the environment if the price of natural products drops dramatically. We also do not incur the high costs of advertising and costly retail stores allowing us to pass on our savings to the consumers.

Rather than trying to maximize profits like most businesses, we aim to optimize them, considering what is best for people, especially the poor, in all our decisions.