FAQs
PRODUCT QUESTIONS
Lightly press down on the cap and twist to the right. The shampoo bottle should pop up and you should be able to dispense your shampoo.
Watch video here:
If your shampoo bottle doesn't pop open, contact [email protected] for a replacement.
While our products are not certified organic, we focus on using high-quality ingredients that are both effective and safe for your hair and scalp. We prioritize clean, cruelty-free formulations and work to ensure that our products are free from harsh chemicals.
No
Our products are produced to be gluten-free. However, due to the nature of manufacturing, trace amounts of gluten may be present in formulations that share equipment with gluten-based products.
The formulas which are currently vegan are:
CLARIFYING SCALP SCRUB
VOLUME SHAMPOO
VOLUME CONDITIONER
SMOOTH SHAMPOO
SMOOTH CONDITIONER
REPAIR TREATMENT MASQUE (US)
REPAIR LEAVE IN TREATMENT
Yes. NatureLab Perfect Haircare is free of sulfates (Sodium Lauryl Sulfate, Ammonium Lauryl Sulfate). Sulfates are known to be harsh and drying to the hair and skin.
Yes. Parabens are known to disrupt hormone levels and have been linked to breast cancer and birth defects.
Yes. Phthalates are known to pose an environmental hazard capable of affecting human development and fertility. They are also linked to certain types of cancer.
Yes. All of our products are not only safe for color-treated hair but are actually fortified with color protecting ingredients.
Some of our styler products and conditioners utilize lightweight silicones to tame frizz. The formulas which are currently silicone free are:
REPAIR TREATMENT MASQUE (US)
REPAIR LEAVE IN TREATMENT
PERFECT TEXTURE CURL SHAMPOO
PERFECT TEXTURE CURL CONDITIONER
PERFECT TEXTURE LEAVE IN CONDITIONER
PERFECT TEXTURE CURL CREAM
PERFECT TEXTURE WAVE CREAM
A minimum of two years when stored at room temperature and tightly sealed in between applications.
We work with our suppliers to ensure all products are made free of GMOs.
No. Our products are certified cruelty free by PETA.
Yes, all products are formulated to be safe for color treated hair.
For specific concerns we recommend that you speak with your primary care physician.
For specific concerns we recommend that you speak with your primary care physician.
No, we use very gentle surfactants that are safe for the most sensitive scalps.
No
We recommend our Repair Collection to add moisture and liveliness for curls and to tame any frizz or flyaways.
Our Shine Collection has been discontinued. However, we’d love to help you find a new solution! We recommend checking out our other collections, such as Smooth or Repair, which offer similar benefits to boost shine and promote healthy, radiant hair.
If you need personalized recommendations, feel free to let us know your hair concerns via our chat or at [email protected], and we'd be happy to assist!
For specific concerns we recommend that you speak with your primary care physician.
Yes, all product have a pH between 5 - 7.
Some of our product formulas, like those of the Volume Blowout Jelly and Smooth Blowout Lotion, require some air to be left in the bottle. The product should be at about the level where the bottle reads “color + heat protectant.” Don’t worry, we never sell used products!
Our Texture Collection has been discontinued at this time.
We recommend checking out our Repair Collection, which offer similar benefits to add moisture and liveliness for curls and to tame any frizz or flyaways.
If you need personalized recommendations, feel free to let us know your hair concerns via our chat or at [email protected], and we'd be happy to assist!
Yes, you can mix and match collections. Our products are designed to work well together, even when they target different hair concerns.
We recommend paying attention to how your hair feels after use, as individual results may vary depending on your hair type and needs.
PURCHASING QUESTIONS
PayPal, Amazon Payments, Visa, Mastercard, American Express and Discover
Please contact us at [email protected]
At this time we only accept returns or exchanges for orders in the U.S. Please contact us at [email protected] so that we may assist you with your return or exchange.
Currently you can submit one review per product per year to receive a discount.
Our discount codes are not valid for gift sets or travel-sized products, as these products are already sold at a discounted price (don’t forget, gift sets come with an additional full-size shampoo for free!). Unfortunately, discount codes will not work on orders containing subscription products. Some codes (including 15% off your first order and 20% after leaving a review) can only be used once per customer. If you’re having a different problem with a discount code, please contact us at [email protected]!
SHIPPING & RETURNS
Delivery times range from 3-10 days, depending on when you order and where it is being delivered to.
Please contact us immediately at: [email protected] to catch your order before it ships!
Your tracking number can be found in your Shipping Confirmation email or log into your account to view your order details. If you have any additional questions, comments or concerns, feel free to reach out to us at: [email protected].
Yes, you can return or exchange your products within 30 days of your purchase! Just make sure they’re in their original condition and packaging. If you have any other questions or need help with the process, feel free to reach out—we’re here to help!
Shipping outside of the contentious United States has been temporarily paused. We're working on getting more affordable international shipping rates for the future. We hope to have this back soon! In the meantime, you can find our products on Amazon, ULTA Beauty, iHerb, and CultBeauty.
We suggest checking with any neighbors or your mail room (if applicable) to see if anyone received your package by mistake, or contacting the shipping service for your package (UPS). Occasionally, orders are marked as delivered but are actually delivered a day later, and the shipping provider will have more information for you since NatureLab does not have control over orders once they are in transit. If you are unable to resolve a delivery issue with the shipping provider, please contact us!
We currently only ship to the contentious United States. Free shipping will automatically appear as an option for orders over $60. If you have a discount code, your cart total must be $60 or over AFTER the discount is applied in order for free shipping to appear. Only one coupon code can be used per order, so if you have a discount code applied, you will not be able to also enter a code for free shipping, and vice versa. If your cart total is over $60 and you are still experiencing problems with free shipping, please contact us at [email protected]!
Yes, you can return or exchange your products within 30 days of your purchase! Just make sure they’re in their original condition and packaging. If you have any other questions or need help with the process, feel free to reach out—we’re here to help!
MISCELLANEOUS
All NatureLab. TOKYO products are created and produced in Japan.
Our U.S. office is located in Los Angeles, California.
You can find NatureLab. TOKYO bestsellers at your nearest ULTA Beauty Store. View locations here.
Yes, we use SSL protocols.
The best way to reach our customer support team is via email at [email protected] or through the chat widget on our site. We're here to make sure you have the best experience!
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