FAQ

FAQ

1. HOW TO GET STARTED
How do I register with Nucarro?

It’s so easy!

1. Click on the Login/Register in the top right hand corner of the page

2. Add in your details in the New User section.

3. Add your username and select a password that you can keep safe.

4. Click Register.

5. You will be directed to your dashboard where you can edit and add your personal information. Enter a delivery address that you will be available at from Monday to Friday between 8am and 4pm. Just a reminder that the delivery address is very important to help our courier get your package to you on time. Please allow 24 hours to process your order.

6. Click register new account and you are ready to shop!
How do I order?

1. Go to the desired product page and click on add to cart

2. Then click on your cart icon on the top right of your screen

3. The cart will lead you to a confirmation page where you can see what you are ordering and if there are any additional delivery fees. Please see our deliveries policy here.

4. This page will lead you to a payment page where you can easily and securely pay for your order.

5. We will send you a confirmation email to confirm we have received your order and payment and we start packing your order for courier collection.

6. You will get a confirmation email that your order is on its way to you. This email will have a tracking number so that you can check with the courier where exactly your package is on their online systems.
What if I forget my login details?

Oopsy, it happens to all of us! Don’t worry it is easy to fix.

1. On your login page will be an icon where you can resend login information.

2. Click on the icon to request lost login information.

3. We will send you an email with a new password to the email address that you added when you registered your account.

4. Click on the link provided in your email and it will take you to a password reset page.

5. Add a new password and click save and you can carry on shopping!
What if my product is out of stock?

If a product is out of stock we will restock the item as soon as possible. We currently do not have an automated system to inform customers when a product has come back in stock. We will update an out of stock item immediately and when the item is available again it will also be updated to in stock.

If we are going to discontinue stocking a product we will inform customers via email in advance.


2. DELIVERY
How long does my order take to be delivered?

Deliveries take 2-5 days maximum to major centres and outlying areas. It will take a 5-7 days for remote areas.

If your shipping is free then it means you are located in a major centre or outlying area.

If you have an additional shipping fee then you are located in a remote area.
Is there a delivery fee?

Deliveries to major centres are free.

Deliveries to outlying areas are free

Deliveries to remote areas are calculated on check out and you are provided with an instant quote from the courier.
How do I track my order?

With each order you will be provided with a tracking number so that you can check where your parcel is in real time. If you want to check you can go to the courier website that is stated on your confirmation email. There you can track your parcel by entering the tracking number.
Does Nucarro ship outside of South Africa?

We currently do not ship outside of South Africa but check back with us to see where we will be shipping next!

Please let us know if you are outside of South Africa and want to purchase Nucarro.


3. PAYMENT
How do I pay?

You can do payments easily and most importantly securely via our system which uses a third party secure payment portal (Payfast). We do not keep any of your payment details as an extra line of protection for our customers.

When you check out and confirm your order you will be directed to a payment page where you can select your preferred payment method. Once the payment has been processed you will receive the confirmation email that your order has been received.

You can pay via:

Mastercard/Visa Credit Card

Mastercard/Visa Debit Card

EFT

Bitcoin
Is my payment method secure?

Yes! We utilise a secure payment portal (Payfast) for added protection and so will never have a customers pyament details on our servers or system. A third party secure payment portal gives you that peace of mind that your details are safe and protects you from being scammed. As a registered customer with Payfast our details are also verified by them to protect the client.

You can read our privacy policy or POPI here.
What is the money back guarantee?

The money back guarantee is if you have received your product and have used it for a while and you are not happy with it then you have the option to request a money back guarantee within 30 days of receiving your product. We do this because it allows you time to see how the products works with your skin. You can then return your empty container to us and we can lodge a return. We will then send a courier to you to collect the product and it will take 3-5 days for us to process. We allow one return per product per customer.

Please see our returns policy here.

 


4. RETURNS
When can I return my product?

We have returns based on non defective products, defective products and incorrect products. Please note that shipping fees apply.

You can view our full returns policy here.

All returns must be lodged to us via email:

returns@nucarroskin.com
What if I don’t have the original packaging?

The original packaging includes the carton box that contains your Nucarro product. The Nucarro product returned must be in this original packaging and undamaged and unopened. If you do not have your original packaging then the product is deemed open and used.

If you do not have the original courier box you will need to provide one and ensure that the product is safely protected for it’s return to us. The box that is collected to by the courier needs to be sealed and secure to ensure that the return is undamaged in transit.
How do I lodge a return?

All returns must be lodged via an email to our returns department so that we can make the necessary arrangements. In the subject line of the email the order number must written and in the body of the email the reason for return. We will then upload this to our system and send you a confirmation email on acceptance for the courier to contact you.

The email must be sent to: returns@nucarroskin.com
What if I received a damaged product?

If you received a damaged product please let us know so that we can replace it. A product returned from damage will need to first be sent back to us for confirmation that the damage renders the product unusable and we will then happilyy replace it with a new one. In case of a damaged product courier fees will not apply for the return and we will get your product to you as quickly as possible.
What if I got the wrong product?

Oopsy! Frustrating hey but it can happen from time to time. If you get the wrong product you can send us an email with the order number and wrong product in the subject line. In the body of the email please state which products you did receive that we can correct it. We will then check what went wrong and provide you with an update and get the courier to come collect the wrong product at a time that is convenient for you. We will immediately send out the corrected order to you and the wrong order must be supplied to the courier in it’s original packaging unopened.
What if there is product missing?

A missing product will be sent to you as soon as we are made aware and can check what went wrong in our warehouse. You can send us an email to :

Subject line: Missing product Order no 12345

We can then correlate your order and what you received with our warehouse and send missing product out to you as soon as possible. You will not be liable for additional courier fees with missing products.

 


5. MY PRODUCTS

Why do Nucarro skin care product not contain SPF?

We know just how important SPF is for your daily production from harmful UV rays so the only reason we don’t have an SPF in our product is because of our formulation.

When creating  a formulation for your cream you need to make sure the formula is stable so that all your active ingredients work efficiently and that they don’t cancel each other out. As Nucarro has such specialised and stabilised ingredients our formula is very precise and adding an SPF into the formulation is tricky. We have tried many differet ways to add an SPF to our formulation but have yet to find an effective way without compromising the ingredients.

You can use and SPF after you apply your Nucarro cream and we always recommend you do when wearing your Nucarro during the day.
Why do we use airless pump containers?

The use fo airless pump containers with an air lock for two reasons:

1. Hygiene

2. Formula quality for longer periods

The hygiene purpose is to prevent the spread of bacteria that may come in contact with your cream. An example of this is if you have a pot of face cream and you stick your fingers in the pot to scoop out some cream. When you put your fingers in the pot you are transfering bacteria into your cream which will grow after you replace the lid. Then the next time you use your cream your cream has bacteria growth in that you don’t really want to put on your face. As we all know we can’t always ensure we are squeeky bacteria free (and some bacteria is good for you) so we eliminate that but ensuring the bottle always remains sealed.

The airlock in the airless pump is also to ensure that your product is not tampered with and maintains the quality of your formulation in your Nucarro cream for longer periods of time. It is a common mistake where you add a little bit of this or that to your cream or other beauty products but by mixing in an additional ingredient such as an oil doesn’t always benefit you.

When you add an ingredient into a cream or beauty product you are effectively changing the formulation and how your ingredients are working. The way the ingredients work is how compatable they are with other ingredients and when you add something to a product and they aren’y compatable then you may end up with a bad rash or just a cream that doesn’t do anything for your skin.This applies to all beauty products not just Nucarro. So if you want to add a little bit of oil or anything else then apply the product seperately to the skin. We make sure that this can’t happen by using the airless pump airlock container so that once it is sealed it can’t be opened until you want to recycle your product.
Can I recycle my Nucarro products?

Yes! We encourage recycling of your Nucarro empty container after use.

Step 1: Make sure you have used all your Nucarro cream by giving the bottle a few pump tests. When nothing comes out then you will know it is finished.

Step 2: Remove the airless pump from the bottle by pulling it apart. This will be a little difficult due to the airlock on the pump. Once the airlock has been broken it cannot be replaced.

Step 3: All the parts of the Nucarro bottle ( The cap, the pump, and the bottle) can be recycled in plastic. We use PETG that is trademarked and tested as recyclable.
Why do your products not contain parabens?

Firstly not all parabens are bad!

Distinguishing which parabens are good for you and which are not is important.

Parabens in skin care are absorbed into the skin and mimic estrogen and after long periods of use can enter the blood stream where it disrupts the bodies hormone cycle. A paraben is a synthetic preservative to ensure a longer shelf life. Again not all parabens are bad for you but in skin care they are. So our formulas are 100% paraben free and are tested to ensure this.
Why do your products not contain fragrance/perfume?

Fragrance is a skin irritant.

Fragrance that is added to skin care products are not good for your skin. Yes it smells lovely and no one wants to put something on their skin that smells horrible even if it is good for you.

Adding fragrance to skin care is not necessary and causes agitation to your skin. This doesn’t just apply to sensitive skin but to all skin types. The agitation to your skin also doesn’t show up immediately but rather over longer periods of time and can cause permanent damage.

Our Nucarro products are frangrance free and have a neutral smell that is ensured during the formulation process.
Are your products tested on animals?

NO! NO! NO!

We do not believe in animal testing for our final product or our ingredients. There are effective ways such as in vitro testing that are humane that companies have started utilising and will eventually take over animal testing.
We will also promise to never test our products on animals in the future.
Why are you not registered as Cruelty Free?

We are working on it!

To gain registration as Cruelty Free there are alot of processes and players that need to be on the same page. It is a lengthy process that we are busy with and only once it is satisfied that our product is in fact Cruelty Free can we use the bunny. We are working hard to be able to use that bunny so our customers are happy too!
Are your products tested independently?

Yes. All cosmetic products need to be submitted for microbiological testing to ensure that there is no bacterial growth in the formula under different conditions like heat or cold. To ensure compliance this testing needs to be carried out by an independant laboratory. This ensures we comply with regulation as well as ensure the customer knows that their product is not promoting bacterial growth.
How do I know if your products are right for me?

On each of product pages we have the ingredeitns listed as well as links to the three active ingredeints in our products. We provide you with the research behind each ingredient and exlain how they interact with your skin. You can find these articles under our blog as well.

If you have previously had a reaction to any of the ingredients previously then we do not recommend that you try using a product with the said ingredient in. Every person’s skin is different so we want you to know as much as possible to make an informed choice when it comes to your skin care.
How do I know what skin type I have?

Normal skin: Your skin is well balance between in all areas of the face. You usually apply moisturiser evenly on your face.

Combination skin: Your skin is dry in certain areas and oily in others like your “T zone” which is the forehead, chin and nose. You likely use mositurizer on targeted areas that are dry like your cheeks

Dry/Sensitive skin: Your skin is tight and flaky and dependant on the product can be easily irritated. Sometimes your skin can feel itchy if irritated. You moisturise frequently and are sensitive to ingredients in products.

Oily skin: Your skin is oily to the touch all over and produces oily throughout the day after blotching. You usually moisturise only when needed as you do not want to make the oily skin worse.
Why does Nucarro not use transparent containers?

We do not use transparent containers specifically because light and air affects the quality of the formulation and the end product. This is true for all skin care products that are applied to the skin. If it is a see through container it is proably ineffective.
How many uses can I get from my product?

How many uses you get from your Nucarro will depend on your skin type and how much you need. We provide instructions for different skin types on the packaging. As an example for oily skin you will use half a pump and for dry skin you will use 2 pumps. We always recommend you use as much as YOUR skin indicates as these usage instructions are only for a reference guide.

We have manufactured the bottles so that you can on average use it for a month before you run out. This again is a guideline and depends on your skins needs.
When does my product expire?

The shelf life for your Nucarro is generally 12 months from date of manufacture.  On each product we provide a batch number as well as an expiration date so that you can easily keep track of when and where your product came from and how long it will last.
How do I know what skin care routine is best for me?

Always listen to what you skin is telling you (and your dermatologist). Our skin usually falls into a category like oily or dry but can have random changes depending on the environment we are in. An example is someone with oily skin might use less moisturiser during summer, an example of half a pump of Nucarro, but in winter needs a moisture boost so uses two pumps when skin gets flaky.

Our skin care needs are constantly changing so we need to adapt as we go to ensure we get the best possible results for our skin.
Is it better to use my Nucarro product during the day or at night?

You can use your Nucarro as either a day cream or a night cream depending on your skin needs.

We recommend for best results it being used in the evening before bed as your skin regenerates best during sleep and gives your Nucarro the most uninterupted time to work for your skin.

As the current Nucarro products do not contain an SPF we recommend you always use an on in conjuction with your Nucarro when used as a day cream.