FREQUENTLY ASKED QUESTIONS

COMPANY INFORMATION

WHERE CAN I BUY SYSTEM NATURE™?

You can buy System Nature™ products on our website www.systemnature.com and through our Facebook, TikTok and Instagram shops.

DO YOU PHOTOSHOP YOUR MODEL IMAGES?

In accordance with our brand ethos, we never Photoshop our model images.

WHERE CAN I FIND YOU ON SOCIAL MEDIA?

You can find us at our website www.systemnature.com and @systemnatureskincare on Facebook, Instagram, LinkedIn and TikTok.

WHO CAN I CONTACT IF I HAVE A QUESTION?

If you have any questions or would like to know more about one of our products, you can ask us directly by emailing info@systemnature.com. We always recommend you consult the FAQ page first to check if we've already answered your question.

WHO CAN I CONTACT ABOUT PARTNERSHIPS AND WHOLESALE ENQUIRIES?

Please contact info@systemnature.com

DO YOU WORK WITH INFLUENCERS?

Yes, we like working in partnerships. Please message us on Instagram and our Social Media team will connect with you. Otherwise, please send an email to info@systemnature.com

PRODUCT INFORMATION

ARE SYSTEM NATURE™ PRODUCTS RIGHT FOR MY SKIN TYPE?

System Nature™ products are designed to suit all skin types.

ARE SYSTEM NATURE™ PRODUCTS VEGAN?

Yes. System Nature™ is in the process of being certified vegan by The Vegan Society.

ARE SYSTEM NATURE™ PRODUCTS TESTED ON ANIMALS?

No. We have never, and will never, test on animals. System Nature™ is proudly certified by Cruelty Free International and all our products carry the Leaping Bunny seal of approval on pack.

WHY DO THE PRODUCTS SOMETIMES LOOK OR FEEL SLIGHTLY DIFFERENT?

Because System Nature™ formulations are 100% natural, some small variations in texture or colour may occur. This is nothing to worry about and will not affect the efficacy of the product.

WILL THE PRODUCT EXPIRE?

Our System Nature™ products are best used fresh. We recommend using Cleansing Balm and Moisturiser within 12 months of opening, and Eye Cream within 6 months of opening. For best product quality, we recommend all products are used within 3 years of their manufacture date.

We complete a robust stability protocol that includes a test set at 45°C/113°F for four weeks on all products. We do this for many reasons - one is to address shipping products in hot climates and ensuring the quality of the product.

ARE SYSTEM NATURE™ PRODUCTS ORGANIC?

Though our products are not certified organic, they are 100% natural, and we source organic ingredients whenever we possibly can. For example, the Bakuchiol we source is grown organically.

WHY ARE YOU NOT CERTIFIED ORGANIC?

We are working on the certification of our lab. However, the organic content of our range varies by product.

ARE SYSTEM NATURE™ PRODUCTS HALAL?

Yes. Our products are plant-based and do not contain ingredients that are haram.

ARE SYSTEM NATURE™ PRODUCTS GLUTEN-FREE?

Yes. All System Nature™ formulations are gluten-free.

ARE SYSTEM NATURE™ PRODUCTS SOY-FREE?

Yes. All System Nature™ formulations are free from soy.

WHICH PARTS OF YOUR PACKAGING ARE RECYCLABLE?

Our System Nature™ packaging is 100% recyclable.

WHERE ARE THE INGREDIENTS SOURCED?

Our ingredients are sourced from a variety of places with a high proportion of our core ingredients sourced locally within the UK. Our sustainable sourcing philosophy is to prioritise local over nationwide over international. For any ingredients we don’t make ourselves, we take a considered and thoughtful view on sourcing, but we need to be pragmatic and realistic too. For example, we can’t grow our own coconuts yet!

ARE YOUR INGREDIENTS ETHICALLY SOURCED?

Yes, we know the provenance of our ingredients, and we are certified where possible.

WHERE ARE SYSTEM NATURE™ PRODUCTS MANUFACTURED?

100% of System Nature™ products are made in the UK.

ARE SYSTEM NATURE™ PRODUCTS DERMATOLOGICALLY TESTED?

Yes, System Nature™ products have been tested by an independent institute and are proven not to cause any allergies.

WHAT ARE THE INGREDIENTS USED IN SYSTEM NATURE™?

A comprehensive list of ingredients can be found on each product’s page online.

Because we understand that skincare is first and foremost a matter of trust, we’re committed to providing you with transparent answers to all of your ingredient questions - what they are, where they come from, how they work, and how they are used in our formulas.

WHAT ARE YOUR SUSTAINABILITY PRACTICES?

When we research and develop a new System Nature™ product, sustainability is built into the design process, right from the start. This means that we aim to ensure all by-products are recycled or otherwise used. Take our Mandarin extract as an example. The waste fruit left behind after extraction makes great fuel for microbes, used in a process called thermophilic aerobic digestion. This turns the pulp into a powdery material full of plant nutrients that can be returned to the soil as fertiliser - back to where it came from.

WHAT INGREDIENTS DO YOU CHOOSE TO FORMULATE WITHOUT?

We believe that the best ingredients come from nature. We’re also committed to responsible sourcing practices that respect and protect the natural environment.

Therefore, we do not use any of the following ingredients in our formulations: petroleum-derived ingredients, synthetic dyes, silicones, clays, mica, or oxides, food-grade actives or edible oils, butters or waxes, nut-based or water-intensive oils, harsh surfactants, ingredients that harm ecosystems, regardless of vegan status.

PAYMENTS, PRICING AND PROMOTIONS

WHICH PAYMENT METHODS DO YOU OFFER?

You can pay using debit or credit card, Klarna, Shop Pay, Apple Pay or Google Pay.

HOW DO I GET A SYSTEM NATURE™ DISCOUNT CODE?

Take a look at our website where you'll find any current promotions and discount codes.

HOW CAN I STAY INFORMED OF ALL THE SYSTEM NATURE™ DISCOUNT CODES?

HOW DO I USE MY DISCOUNT CODE?

You can redeem valid discount codes in your shopping cart. Simply enter your code in the "Discount Codes" field then click on "apply coupon".

ARE THERE CONDITIONS TO A DISCOUNT CODE?

Discount codes cannot be applied to previously placed orders. They are not valid in combination with any other discount codes, promotions, free gifts, set discounts, or other temporarily lowered prices. Discount codes are only valid on orders at www.systemnature.com

ORDERS, SHIPPING & DELIVERY

WHAT IS THE STATUS OF MY ORDER?

You will receive an email with your tracking number once your order has been dispatched. Please use this tracking information for the most up-to-date status of your order.

I HAVE CONTACTED YOU REGARDING THE STATUS OF MY ORDER, WHY HAVE I NOT RECEIVED A REPLY?

Our experts are currently experiencing an increased number of order enquiries. If you have contacted us and not received a response, we are sorry that it is taking us longer than usual to get back to you. We are working very hard to reply to every call, email and message with the right information as quickly as we can. Thank you for your patience and understanding.

WHAT TO DO ABOUT LOST PARCELS?

Oh no! If your package has been lost in transit, please email us at info@systemnature.com. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

CAN I CANCEL AN ORDER OR MAKE CHANGES TO IT, AFTER I’VE PLACED IT?

Unfortunately, it is not possible to make changes to your order once you have placed it. However, please note that we have a 60-day money-back guarantee. This gives you the opportunity to return any parcel or product that you do not wish to keep (please check returns for more info).

WHAT IS YOUR ESTIMATED SHIPPING TIME?

We aim to deliver your order within 3-5 working days.

CAN I EDIT MY SHIPPING ADDRESS?

Unfortunately, it is not possible to make changes to your order once you have placed it.

WHY IS IT TAKING LONGER THAN I EXPECTED TO RECEIVE MY ORDER?

All our orders are picked and packed by hand; our warehouse staff members are currently processing orders placed 0-1 days ago. We know that ordering new System Nature™ products is exciting, and we are so sorry that you are waiting longer than usual to receive yours. Please know that we are doing everything we can to get your order to you as quickly and safely as possible.

WHAT ARE YOUR SHIPPING COSTS AND DELIVERY TIMES?

UK delivery charge is £4. Free delivery for orders over £35. Orders are delivered within 3-5 working days.
All prices are in UK Pounds Sterling.

Unfortunately, we are unable to deliver to the Highlands & Islands of Scotland (postcodes HS, KW, PA60-75, PA78, PH30, PH41-44, ZE2 & ZE3), Isle of Man (postcode IM), and Northern Ireland (postcode BT).

HOW WILL MY ORDER BE SHIPPED?

Carefully, because we want your product to arrive in pristine condition!

We'll let you know by email once we have received your payment. When your parcel has been shipped, we'll send you another email (from info@systemnature.com) with the relevant tracking information.

When we receive your order before 4:30pm on a working day, it will be shipped the same day and delivered to you within 3-5 working days (not counting Sundays and Bank Holidays).

Shipping rates are in UK Pounds Sterling and will be listed separately on your invoice. All orders will be shipped from our warehouse in the UK.

We don't offer express delivery or click & collect right now. For more accurate delivery information refer to the tracking link in your email.

EASY RETURNS

WHAT IS MY PRODUCT GUARANTEE?

If you are not satisfied with any System Nature™ product, for any reason, you can return it to us within 60 days of date of purchase and we will happily refund the purchase price (not including shipping). Our 60-day money-back guarantee doesn't affect the legal right to cancel.

HOW DO I RETURN AN ORDER?

Before returning a product, please contact our Customer Care team on info@systemnature.com to request a return. It is not possible to exchange products. If you return a product without informing us, it may result in us being unable to process your return.

Please mention your order number, the item you want to return and the reason for the return.

Please pack the item(s) securely and include the invoice or packaging slip. If these are no longer available, please do not forget to include your order number and name on a separate piece of paper.

Please note that we don’t include return labels with orders. When you contact Customer Care, they will provide you with the returns address.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

If you had received a free gift/product upon ordering during one of our promotional offers and would like to return your whole order, then you would also need to return the free gift/product back to us with the rest of your order for us to process your refund. Should you return your whole order but keep the free gift/product, then the value price of the free gift/product will be deducted from the refund.

Refunds are processed to the card/method of payment that was used in the original order. Empty products cannot be accepted. Returns that exceed the 60-day guarantee period cannot be accepted.

It is very busy at the moment. We’ll do our best to handle your return as soon as possible, but it may take a little longer than you are used to. Thank you for your patience.

Read more about our Returns Policy in our Terms of Service.

HOW DO I CANCEL AN ORDER?

Your right to dissolve an agreement for the sale of products, entered through this Site, in accordance with the provisions of Directive 2011/83/EU on Consumer Rights and any implementation thereof in national legislation, can only be exercised under the following conditions:

You must notify System Nature™ by email or letter within 14 days after you have received the parcel containing the products, stating that you wish to exercise this right.
After sending the notification, you must without undue delay and in any event no later than 14 days, return (at your cost) the parcel to the address indicated by System Nature™ in the instructions you receive by email.
After System Nature™ has received the cancellation notice, System Nature™ will refund within 14 days the purchase price, including standard postage costs and excluding any applicable taxes and duties other than VAT.

Read more about how to cancel an order in our Terms of Service.