Question-answer
Is this Ukrainian production?
Yes. Although we often hear from our customers that the products of our brands are similar in quality and packaging to Italian or French ones. However, this is really our Ukrainian production. We are located in the city of Vyshgorod, Kyiv region.
Can I purchase products at offline locations?
Yes, our products are available in the physical stores of our partners:
How can you be sure of the quality of the product?
Our production meets international standards and in confirmation of this we have the international ISO 22716 certificate. You can verify this by viewing the “Certificates” section on our website.
On October 18, 2023, Nutritive Cosmetics won the “Capital Quality Standard” competition.
Are your products tested on animals?
No, we do not test our products on animals.
On January 20, 2021, the Cabinet of Ministers of Ukraine approved Resolution No. 65, which also contains theses on the ban on testing cosmetics and other products on animals. (On approval of the Technical Regulations for Cosmetic Products - https://zakon.rada.gov.ua/laws/show/65-2021-%D0%BF#Text). According to the document, instead of testing cosmetics on animals, foreign and national companies must implement and use the latest technological developments - alternative methods of testing cosmetic products. In particular, in vitro testing, computer modeling or cell testing. Although the entry into force of the regulation was postponed to 2024, our company agrees that testing cosmetics on animals is not humane. Our cosmetics are tested using modern methods in our own laboratory. In addition, we regularly conduct test groups of finished products on volunteers.
Why are your products so affordable? Can there be anything effective in the composition in such a case?
We are often asked why our products cost less than similar quality products from other manufacturers? Equal access to quality is one of the pillars of the Nutritive Cosmetics philosophy. This is what we founded the company for in 2016. To prove: high-quality Ukrainian cosmetics can be affordable for everyone.
In our own laboratory, we create formulas for our four brands – Manelle, Rebellion, Lapush and Biono. And each of them, in its own niche, offers the effectiveness of luxury analogues, but at a reasonable price. Your numerous reviews of our products are proof of this.
We are able to produce budget products thanks to large production volumes, modern technologies and smart management. For example, we use domestically-sourced ingredients and packaging to manufacture our products. In addition, we have a full production cycle - from formula development in our own laboratory to packaging production. Therefore, the cost of creating cosmetics for us is significantly lower than for brands that manufacture products at the facilities of other manufacturers.
Why doesn't the promo code work?
The promo code may not work for several reasons:
- there is a really cool promotion going on on the site, so other discounts and bonuses may not be valid for this period. In this case, if the terms of using the promo code allow, you should wait and use your discount after the promotion ends;
- The promotional code has already expired. In this case, unfortunately, you will not be able to use it;
- website failure. If everything is fine with the promo code terms and we do not offer other discounts or gifts, then perhaps some bug has occurred on the website. Then you should contact our managers in any way convenient for you: social media messenger, online chat on the website, Telegram chat.
Phone number: 0 800 338 415
Instagram Direct
I can't find the Nova Poshta branch or post office I need. What should I do?
If you suddenly cannot find the address you need in the “Branch” field in the shopping cart, you should select any branch from the ones offered, but in the “Add a comment to the order” field, indicate the required Nova Poshta branch or post office.
I can't place an order on the website. How can I purchase the product online?
If your payment system suddenly does not work, or you encounter other technical difficulties, you can contact our consultants via direct message on one of the social networks, online chat on the website, or Telegram chat.
Phone number: 0 800 338 415
Instagram Direct
I did not receive shipping information.
We send all orders only through the postal operator "Nova Poshta".
Orders placed before 3:00 PM are shipped the same day;
Orders placed after 3:00 PM will be shipped the next day.
Orders placed on Saturday and Sunday will be transferred to Nova Poshta on Monday.
After we hand over your parcel to Nova Poshta, the carrier will inform you of the exact dates and time of arrival of the goods at the destination. You can find the Nova Poshta opening hours on the company's official website. You can also track the parcel yourself using Nova Poshta services.
If suddenly a situation occurs where you did not receive a timely notification of shipment from us or the Nova Poshta operator, you should urgently contact our managers in any way convenient for you:
Phone number: 0 800 338 415
Instagram Direct
When will I receive my order?
You can pick up an order placed for self-delivery yourself at the pick-up points on the day of purchase. The order is stored at the pick-up point for 2 business days, and on the 3rd day the order is canceled!
We send all orders only through the postal operator "Nova Poshta".
Orders placed before 3:00 PM on business days are sent to Nova Poshta for delivery on the same day.
Orders placed after 3:00 PM on business days are transferred to Nova Poshta the next day.
Orders placed on Saturday and Sunday will be transferred to Nova Poshta on Monday.
Please note! Due to force majeure circumstances (shelling, power outages, communication failures, etc.), delays of up to 3-4 business days are possible. Also, a changed work schedule is possible during public holidays.
After we hand over your parcel to Nova Poshta, the carrier will inform you of the exact dates and time of arrival of the goods at their destination.
You can find the working hours of Nova Poshta on the company's official website. You can also track your parcel yourself using Nova Poshta services.
Please note! When delivered to a transport company's warehouse, the order is stored at the pick-up point for a little more than 4 business days, after which it is automatically returned. In case of payment by card on the website specified in the order, the recipient will have to show an identity document or the recipient's barcode in the Nova Poshta application (for orders up to UAH 5,000).
What should I do if I haven't received my order?
If you have not received your order on time, you should first check the status of the parcel using TTN through the relevant services of Nova Poshta.
If you cannot track your parcel or have not received a shipping notification, you may have entered the data incorrectly (phone number or delivery address). In this case, it is better to immediately contact our managers in any way convenient for you:
Phone number: 0 800 338 415
Instagram Direct
How to return or exchange a product?
According to the Cabinet of Ministers Resolution No. 172 (dated March 19, 1994), perfumery and cosmetic products are not subject to return, but we consider each situation individually!
Please check the parcel when you receive it at the Nova Poshta branch. If you notice any damage to the parcel or any missing items, you can refuse the parcel by drawing up a corresponding act with a Nova Poshta representative. Please keep one copy with you, the second copy will be taken by a Nova Poshta representative.
If you receive a defective item or discover other problems within 14 days of purchase, you can return the item to us or exchange it for another one.
You need to call the site at this number: 0800338415 and we will arrange an exchange or return of the goods over the phone.
Shipping is paid by the buyer in case of return or exchange due to personal reasons of the buyer. Refunds are made within 1-3 business days after we receive the goods returned from you to the Nova Poshta warehouse.
Return/exchange terms:
- no signs of use of the product;
- the presence of shortcuts;
- The product must have a marketable appearance.
If signs of use of the product are found, we reserve the right to refuse a refund.
In the event of a defect, missing goods in the package, or an error during the order fulfillment due to the fault of our employees, we will pay for the delivery.
What should I do if I received a defective product?
Please check the parcel when you receive it at the Nova Poshta branch. If you notice any damage to the parcel or any missing items, you can refuse the parcel by drawing up a corresponding act with a Nova Poshta representative. Please keep one copy with you, the second copy will be taken by a Nova Poshta representative.
If you receive a defective item or discover other problems within 14 days of purchase, you can return the item to us or exchange it for another one.
You need to contact our managers in a way convenient for you:
Phone number: 0 800 338 415
Instagram Direct
The refund will be made within 1-3 business days after we receive the goods returned from you to the Nova Poshta warehouse. In the event of a defect, absence of goods in the parcel, or an error during the order fulfillment due to the fault of our employees, we will pay for the delivery.
Return/exchange terms:
- no signs of use of the product;
- the presence of shortcuts;
- The product must have a marketable appearance.
If signs of use of the product are found, we reserve the right to refuse a refund.
How do I change an order I have placed?
According to the Cabinet of Ministers Resolution No. 172 (dated March 19, 1994), perfumery and cosmetic products are not subject to return, but we consider each situation individually!
Sometimes situations arise when a client decides to add, replace, or remove something from the order, or specify other shipping details, within a few hours of placing the order. In this case, you can contact our managers in any way convenient for you and they will help resolve the situation.
Phone number: 0 800 338 415
Instagram Direct
But after the parcel is transferred to Nova Poshta, it will no longer be possible to change the contents, only the recipient's details.
