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FREQUENTLY ASKED QUESTIONS
Since Human Nature started out, we've received lots of emails and calls from people all over Malaysia (and even overseas!). 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 website at www.humannaturemalaysia.com (you're actually on it right now!)
  2. Look for a VIP reseller near you.
  3. You can phone in/SMS/Whatsapp your orders to 016-26EARTH (32784) anytime Mon - Fri (9am - 5pm).
  4. Email us at info@downtoearth.com.my
  5. Message us on FB at www.facebook.com/hnmalaysia.
  6. Feel like picking up a few products at a real live shop? A select range of Human Nature products is also available at stores.  Click here to find the one nearest to you, but remember to call first to see if they've got what you're looking for!



How do I pay for my orders?
Orders can be placed online or offline, and can be paid using one of the following payment options:

  1. Credit Card (for online orders only)

    We accept MasterCard and Visa credit card payments through our payment gateway service provider, - MOLPay. Your credit card info is protected on their secure servers and is encrypted when sent back to us upon approval of a successful transaction (so even we can't see your credit card and banking details!).

    Because of this advanced security technology that we choose to use to protect your data, we are unable to accept credit cards for offline orders. Only the online site can automatically redirect you to the secure servers to process your credit card information upon checkout.

  2. Direct Online Bank Transfer (for online orders)

    You also have the option to place an online order and pay through online bank transfer, instead of your credit card, also using secure payment technology. When you choose this option upon checkout, the site will automatically redirect you to your bank’s online banking platform (CIMB Clicks, Maybank2u, and so on.). Just follow the instructions to complete the payment. You will them be redirected back to our site after the status of your payment has been confirmed.

  3. Bank Deposit (for orders processed offline - via email, SMS, Whatsapp, Facebook, etc).

      Account Holder: Down to Earth Enterprise

      Account Number: 07120003706050

      Bank Name: CIMB


    To place an order offline and pay via bank transfer, please send us the list of products (complete with your preferred size and scent if applicable) and the quantity of each that you wish to order. You can send this via email, SMS, phone, Whatsapp or FB – whatever works for you!. We will write you back to confirm stock availability, best delivery date, and your total amount payable. Please transfer the full amount only after you have heard back from us with a confirmation of the total amount payable.

    Kindly ensure that you send us your full name, complete address with postcode, and telephone number, as required by the courier service to make sure the products reach you without delay.

    *Please complete payment for your order within 3 working days and contact us when you have transferred the full payment. We will need the reference number (preferably payment confirmation in the form of a screenshot or a copy of the deposit slip) to complete your order.

Can you process secure credit card payments?
We accept MasterCard and Visa credit card payments through our payment gateway service provider. Your credit card info is protected on their secure servers and is encrypted when sent back to us upon approval of a successful transaction (so even we can't see your credit card and banking details!).

Because of this advanced security technology that we choose to use to protect your data, we are unable to accept credit cards for offline orders. Only the online site can automatically redirect you to the secure servers to process your credit card information upon checkout.

Is it safe to place my orders online?
Yes, it's safe. We have partnered up with MOLPay, a leading payment gateway service provider. They are one of the most advanced payment gateways in Malaysia today. Our site will automatically redirect you to the payment gateway during checkout to process your payment. When the successful payment is approved, this info is encrypted and then sent back to us so even we don't see your banking or credit card details. The info is sent to secure servers for processing. Our site never saves any of your credit card or online banking information.

What's your return and exchange policy?
If for any reason you're not satisfied with your purchase -- wherever you purchased it -- just return it to the place you bought it from or get in touch with our Customer Service Team within 7 days from the date you bought our product. We will get in touch with you to find out more about what went wrong with your experience and we will find a way to make it right. In most cases, this will be in the form of a replacement product or credit refund to be used at our online store. You will be required to send us information to ensure that we can use your feedback to improve in the future. We will also decide on a case-to-case basis if we require pictures to process your replacement or credit refund.

We're here to serve you Mondays to Fridays, 9am-5pm.


What's the shipping cost in Malaysia?
As long as you order any 3 items on our site (yes, ANY three items, even the smallest ones), delivery is FREE anywhere in Malaysia - including Sabah and Sarawak.

If you order just 1 item, a shipping and handling charge of RM8 is added to your total.

When you order 2 items, the system will automatically add RM5 to cover shipping and handling.

How long will it take for me to receive my order?
Delivery takes just 3-4 working days within peninsular Malaysia and a little longer to Sabah and Sarawak.

Pro Tip: Want your orders shipped as fast as possible? Order and confirm your payment before 2pm and we will ship out your order (everything that is in stock!) on the same day.

We rely on the delivery services of excellent partner courier companies, but unfortunately we don't have control over the exact delivery time. We are able to accept special requests ("deliver in the morning/afternoon", "after 10am only", etc.) which are clearly relayed to the courier service providers, and we've had a good track record with them so far, but we can't always guarantee these requests will be granted.

We are also happy to take special requests from you to dispatch your items at a later date - for example, if you wish to take advantage of a sale that is currently on, or you're afraid items may be sold out soon, or maybe you want your items to arrive at a work address on a Monday instead of Saturday. We can hold your items for up to 5 working days. Just let us know when you'd like us to ship, together with your order number, immediately after your order has been placed or confirmed.

Can you deliver a gift for me?
Yes, we can! When you order online (via our website), your invoice is always emailed to you as part of our efforts to go green, and it means that you can send products to your loved ones without danger of them seeing any of the prices. When prompted to provide a shipping address, type in the address of your loved one and we'll send the product directly to them.

If you're ordering offline (via phone, SMS, Whatsapp, FB, email, etc.), we only include a cash bill upon request - so it's still safe for your favourite gift giving season.

What do I do if a product that I want to order is sold out?
Don't worry, we accept back orders for sold out products. Just place an order as you usually would on the online store, and we will ship it to you as soon as the product/s are back in stock. The available products in your order will be delivered immediately as usual, and the great news is, shipping is free for the separate delivery of back orders!

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 016-26EARTH (32784), within 24 hours of you receiving the items. We will speedily investigate and get in touch with you on how to rectify the situation.

How do I add items to/change/cancel my web order?
Unfortunately once an order has been submitted and paid for, we are unable to make further changes via the online system. Any new items are processed as a new, separate order and the system will charge for shipping and handling anew if applicable.

However, if you have submitted and paid for an online order, we can take instructions via phone, email, SMS, Whatsapp or FB if you wish to change, or add to your order. This must be done immediately after your online order is submitted and paid. Any additional charges will have to be paid for separately via direct bank transfer to our CIMB account before the whole order is shipped out.

If you initially ordered just 1 or 2 items online and would later like to top up your order offline to reach 3 items, we will deduct the initial shipping charge from the amount to be paid via direct bank transfer. We definitely can not add or change anything to your online order once the status has been changed to 'Complete'.

My payment for my web order did not go through successfully. What should I do?
Please give us a call at 016-26EARTH (32784). Alternatively, we are happy to call you. Just email us back with a number where we can reach you and your preferred call time anytime from Monday to Friday 9am-5pm.

How can I follow up on the delivery of my order?
If your order status has not yet been updated to 'Complete', please give us a call at 016-26EARTH (32784). You can also email us at info@downtoearth.com.my.

If your product has already been shipped, and status updated to 'Complete', you might get a faster response directly from the courier company. We would suggest for you to log on to their site and track your package using the tracking number provided in the shipping notification email we send you. If you are unable to contact the courier company, please get in touch with us.

Help! I can't access my shopping cart account!
No worries. 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 016-26EARTH so that we can assist you personally.

Are you registered with the relevant Malaysian authorities?
Yes! Every product that requires notification has been registered with the Malaysian authorities allowing us to sell in the local market.

VIP RESELLER STATUS

How do I become a VIP Reseller?
Just get in touch with us expressing your intent to be a VIP Reseller and we will email you the terms and conditions. Once you have looked through the document, just email it back to us with your details and signature to signify your agreement. Once we have acknowledged receiving your completed form, you’re on your way! You can be sharing the joys of Human Nature products with friends and family in no time.

Can a VIP Reseller purchase products from any branch in Malaysia and still get VIP discounts?
No, your VIP discounts are only valid when purchasing directly from Human Nature Malaysia (Down to Earth Enterprise). Other VIP Resellers and authorized outlets will not honor your VIP Reseller discounts.

How can I be included in your online dealer directory (Find A Reseller) page?
If you're a Human Nature Malaysia VIP Reseller with accumulated purchases of RM1,000 and above in the last 6 months, you have the option to be included in the directory. Just email info@downtoearth.com.my with your request to be included, plus your full name, and the contact details which you authorize to be published on the site, and the website (if any) that you want to be displayed on the directory page. This project is still currently in the pipeline.

May I put your products on display in my store as a VIP Reseller?
Yes, you may. We also have retail display standees that you may wish to use to help make the products more attractive. Please get in touch with us to find out more.

Is there a way for me to tell people online that I'm an official Human Nature Malaysia VIP Reseller?
Yes, there is! Just log into your Facebook or Twitter account and go to Twibbon to place the official dealer badge on your profile pic. You may adjust the size and position of the badge on your photo, or use the badge as your whole profile photo.

May I use Human Nature's product images in my online store and for online promotions?
Yes, you may, but please ensure that your pictures are high resolution and feature the most updated packaging. If you need assistance, please contact us anytime and we will do our best to help. If you wish to initiate promos, please let us know the mechanics and T&Cs for the promo for our approval, and make sure to put a disclaimer that the promo benefits can only be availed when customers buy from you.



ADVOCACY

What communities do you work with?
Human Nature works with the citronella farmers of KMMBK (Kooperatiba ng mga Maliliit na Mangniniyog ng Barangay Kanapawan) in the Philippines through the Philippine Federation for Environmental Concern, with Filipino lemongrass farmers through the AID Foundation, and the passion fruit and sunflower farming community in Davao -- also in the Philippines. We are building and developing partnerships with more 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! You might find new Human Nature products launched elsewhere but not yet in Malaysia. Most likely we're still testing it so please be patient! :) Do write to us to find out when the planned launch date will be.

After testing on ourselves, 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 the CREAMFoam used in our natural shampoos.

Do you have recycling or re-filling programs for your used bottles?
Most of our bottles use PET (recycle code 1) plastic bottles, a recyclable and high value material. Simply rinse your empty Human Nature bottles thoroughly with water, and put them in the designated recycle bins together with other PET bottles such as those used in mineral water and sports drinks.

Unfortunately we are unable to refill bottles as we want to reduce the risk of microcontamination.

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 is reasonable. We can only make a real and impactful difference when these products are affordable enough to be used every day by a great many people, not just on special occasions by the highest income group. We also try to minimize our advertising costs and overheads, allowing us to pass on our savings to you -- our customers.

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.