Question-answer
Is this a Ukrainian production?
Yes, it is. Although our customers often tell us that our brands' products are similar in quality and packaging to Italian or French ones, this is indeed our Ukrainian production. We are located in Vyshhorod, Kyiv Oblast.
Can I purchase products offline?
Yes, our products are available in the physical stores of our partners:
How can I verify the product quality?
Our production complies with international standards, and we have an international ISO 22716 certificate to prove it. You can verify this by checking 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 includes provisions prohibiting the testing of cosmetic and other products on animals (On the Approval of the Technical Regulation on Cosmetic Products - https://zakon.rada.gov.ua/laws/show/65-2021-%D0%BF#Text). According to the document, instead of animal testing, foreign and national companies must implement and use innovative technological developments – alternative methods for testing cosmetic products. These include in vitro testing, computer modeling, or cell testing. Although the regulation's effective date has been postponed to 2024, our company agrees that testing cosmetics on animals is inhumane. Our cosmetics are tested using modern methods in our own laboratory. Additionally, we regularly conduct test groups of finished products on volunteers.
Why are your products so affordable? Can anything effective be 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 Nutritive Cosmetics' philosophy. This is why we founded the company in 2016 – to prove that quality Ukrainian cosmetics can be affordable for everyone.
In our own laboratory, we create formulas for our four brands – Manelle, Rebellion, Lapush, and Biono. Each of them offers the effectiveness of luxury counterparts in its niche, but at a reasonable price. Your numerous reviews of our products confirm this.
Large production volumes, modern technologies, and smart management allow us to produce affordable products. For example, we use domestically sourced ingredients and packaging for our products. Furthermore, we have a full production cycle – from developing formulas in our own laboratory to manufacturing packaging. Therefore, the cost of creating cosmetics is significantly lower for us than for brands that produce their products at other manufacturers' facilities.
Why isn't the promo code working?
A promo code might not work for several reasons:
- there's a great promotion running on the website, so other discounts and bonuses might be invalid during this period. In such a case, if the promo code conditions allow, it's worth waiting and using your discount after the promotion ends;
- the promo code's validity period has expired. In this case, unfortunately, you won't be able to use it;
- a website glitch. If the promo code's terms are fine and we are not offering other discounts or gifts, there might be a bug on the website. In that case, you should contact our managers through any convenient method: social media messenger, online chat on the website, or Telegram chat.
Phone number: 0 800 338 415
Direct message on Instagram
I can't find the necessary Nova Poshta branch or parcel locker. What should I do?
If you can't find the required address in the "Branch" field in the cart, you should choose any of the suggested branches, but specify the necessary Nova Poshta branch or parcel locker in the "Add comment to order" field.
I can't place an order on the website. How can I buy products online?
If your payment system isn't working, or you're encountering other technical difficulties, you can contact our consultants via direct message on one of our social media channels, the online chat on the website, or the Telegram chat.
Phone number: 0 800 338 415
Direct message on Instagram
I haven't received shipping information.
We send all orders exclusively via the postal operator "Nova Poshta."
Orders placed before 3:00 PM are shipped the same day;
Orders placed after 3:00 PM are shipped the next day.
Orders placed on Saturday and Sunday will be handed over to Nova Poshta on Monday.
After we hand over your parcel to Nova Poshta, the carrier will notify you of the exact delivery times and arrival at the destination. You can find Nova Poshta's operating hours on their official website. You can also track your parcel independently using Nova Poshta's services.
If, for some reason, you haven't received a shipping notification from us or Nova Poshta on time, you should urgently contact our managers via any convenient method for you:
Phone number: 0 800 338 415
Direct message on Instagram
When will I receive my order?
Orders arranged for pickup can be collected on the same day of purchase at our pickup points. The order is stored at the pickup point for 2 business days; on the 3rd day, the order is canceled!
We send all orders exclusively through the postal operator "Nova Poshta."
Orders placed before 3:00 PM on working days are handed over to Nova Poshta for delivery on the same day.
Orders placed after 3:00 PM on working days are handed over to Nova Poshta on the next day.
Orders placed on Saturday and Sunday will be handed over to Nova Poshta on Monday.
Please note! Due to force majeure circumstances (shelling, power outages, communication issues, etc.), delays of up to 3-4 working days are possible. Working hours may also change during public holidays.
After we hand over your parcel to Nova Poshta, the carrier will notify you of the exact delivery times and arrival at the destination.
You can find Nova Poshta's operating hours on their official website. You can also track your parcel independently using Nova Poshta's services.
Please note! When delivered to the transport company's warehouse, the order is stored at the pickup point for no more than 4 business days, after which it is automatically returned. If paid by card on the website, the recipient specified in the order will need 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 haven't received your order on time, you should first check the parcel status using the tracking number (TTN) through Nova Poshta's respective services.
If you cannot track the parcel or haven't received a shipping notification, you might have entered incorrect details (phone number or delivery address). In this case, it's best to contact our managers immediately via any convenient method for you:
Phone number: 0 800 338 415
Direct message on Instagram
How do I return or exchange an item?
According to 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 upon receipt at the Nova Poshta branch. If you notice any damage to the parcel or missing items, you can refuse the parcel by drawing up an appropriate act with a Nova Poshta representative. Please keep one copy for yourself, and the Nova Poshta representative will take the other.
If you received a defective item, or found other problems within 14 days of purchase, you can return the item to us or exchange it for another.
You need to call the website at this number: 0800338415, and we will arrange an exchange or return of the product over the phone.
Delivery is paid by the buyer in case of return or exchange due to the buyer's personal reasons. Refunds are made within 1-3 business days after we receive the returned item from you at the Nova Poshta warehouse.
Conditions for return/exchange:
- no signs of product use;
- presence of labels;
- the product must have a marketable appearance.
If signs of product use are found, we reserve the right to refuse a refund.
In case of a defect, missing items in the parcel, or an error in order fulfillment due to our employees' fault, we pay for the delivery.
What should I do if I received a defective item?
Please check the parcel upon receipt at the Nova Poshta branch. If you notice any damage to the parcel or missing items, you can refuse the parcel by drawing up an appropriate act with a Nova Poshta representative. Please keep one copy for yourself, and the Nova Poshta representative will take the other.
If you received a defective item, or found other problems within 14 days of purchase, you can return the item to us or exchange it for another.
You need to contact our managers via any convenient method for you:
Phone number: 0 800 338 415
Direct message on Instagram
Refunds are made within 1-3 business days after we receive the returned item from you at the Nova Poshta warehouse. In case of a defect, missing items in the parcel, or an error in order fulfillment due to our employees' fault, we pay for the delivery.
Conditions for return/exchange:
- no signs of product use;
- presence of labels;
- the product must have a marketable appearance.
If signs of product use are found, we reserve the right to refuse a refund.
How can I change an order I have placed?
According to 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 where a customer decides to add, replace, or remove something from an order, or specify different shipping details, within a few hours of placing the order. In such a case, you can contact our managers via any convenient method, and they will help resolve the situation.
Phone number: 0 800 338 415
Direct message on Instagram
However, once the parcel has been handed over to Nova Poshta, it will no longer be possible to change the contents, only the recipient's details.
