FAQs

What precautions are you taking amidst COVID-19?
We are committed to creating economic opportunity and financial inclusion for underserved artisans and their families in East Africa through the production of sustainable botanicals at the highest quality. As a decentralized production model, we are primed to logistically handle these moments with adaptability and consideration. 

As a company, we are taking the following measures and protocols: 

Our Field Team will continue to work in the field with limited movement to reduce exposure. Our Social Responsibility team is working on sending out updates and health information to our artisans so that our entire community stays informed and safe.

Our U.S team is working completely from home, and is under self-quarantine whenever possible. 

Most of our global staff are currently working from home, and those that cannot (due to the nature of their roles) will be working on site but will be spread out sufficiently enough to maintain social distancing requirements. We have increased cleaning and sanitization of the office to reduce the possibility of infection. All people handling the products are wearing gloves.

Shipping & Delivery Updates In Response to COVID-19
We are still open for business on www.inuanaturals.com but are experiencing some changes in order to prioritize the health and safety of our team and partners during this time. All shipping providers have announced temporary suspension on guaranteed service. As a result, we’ve adjusted our delivery and returns policy to better serve you.

• Delivery: We are only offering USPS standard shipping and international shipping right now. We're processing orders as quickly as possible but your order deliver might be delayed. Please expect that your package might arrive slower than usual.

• Returns: We have updated our return policy and expanded our return window to 30 days from your date of purchase to receive a full refund. If you have any questions, please don’t hesitate to email us at info@inuanaturals.com.

When will my order ship?
We process and ship most orders from our fulfillment center in Washington DC. Orders shipping within the U.S. are typically processed within 3-5 business day (Monday-Friday), of making your purchase, excluding all holidays. Processing time for specific orders, customized products and pre-orders may take longer to ship. Details pertaining to such orders are noted on the specific product page. Please allow 9-15 business days for international orders to arrive.

What are my shipping options?
We offer free standard shipping on orders within the U.S. over $99. We offer international shipping to 100+ countries.

Order Processing: Orders take 3-5 business day to process prior to shipment.  

Need more shipping info?  

Contact us at info@inuanaturals.com . We aim to answer emails within 24 hours Monday-Friday.  

Methods and transit times:

 

Do you ship internationally?
Yes! We currently offer international shipping to 100+ countries, including Canada, Australia, New Zealand, Japan, France, the United Kingdom, and Brazil. Our international shipping includes international tracking and delivery confirmation and takes 7-21 business days. All international orders ship Fedex. International orders ship from the U.S. Shipping cost includes international tracking, delivery confirmation, duties and taxes. For more information, contact info@inuanaturals.com. 

Have you shipped my order?
Orders are processed within 3-5 business day before shipping. A shipping confirmation email is sent once your order has been shipped. This email is sent to the email address provided during checkout. If you have not received this email please check your spam email as it may have been misdirected. Either way we are more than happy to resend you this information. You can contact support for details about your order at info@inuanaturals.com. 

Can I cancel my order?
To cancel your order, contact us at info@inuanaturals.com. In the event that your order has been processed and shipped, you will have to return the order once it arrives. You can find details regarding our return policy on the Shipping and Return page.

Can I return or exchange my purchase?
If you are not fully satisfied with your purchase, you may return or exchange any item(s) that are still in the original package and unworn within 15 days of purchase. Please visit our Returns page to begin the process or send us a quick message at info@inuanaturals.com. When exchanging an item, we can only provide an exchange for the same item. We apologize in advance for any inconvenience. 

When will I receive my refund?
We want you to be completely satisfied with your purchase. Please do not hesitate to reach out to us at info@inuanaturals.com at any time if you are unhappy with your order. In most cases, returns are processed as store-credit or exchange due to the nature of our botanicals. In rare cases, we may accommodate refunds if product is returned due to an allergic reaction or damage/defect. In order to receive store-credit/refund, please reach out to us within 15 days of purchase and send the product back to us within 10 days of reaching out. There must be 50% or more of the product left in the bottle/jar in order to qualify.

If a product arrives broken or damaged, we are happy to send a replacement. However, a photograph as proof of the damage/defect is required.

Please note: We will not be able to refund the shipping cost as it is directly paid to our providers. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products but the shipping cost will not be refunded. We will also not be able to refund purchases that were made from our stockists, but may qualify for store-credit with proof of purchase. 

Inua Naturals is not responsible for any additional shipping costs for returns, and we do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to Inua Naturals.

Return to: 
Inua Naturals, Inc 
900 S St NW Unit 2
Washington, DC 20001 

Refunds are issued once your return has been processed. Returns are processed within 1-2 weeks from the day they are received. You will receive an email from us once your return is received. You will also receive an email from us once your refund has been issued. It then generally takes 5-7 business days for the refund to reflect to your original mode of payment. If you have any additional questions regarding your refund please reach out to info@inuanaturals.com.  

How can I get to know more about Inua?
Read any of the pages under the “Our Story” section. You can also sign up for our newsletter by adding your email to the footer of this website.

Why was my credit card declined?
This is a rare and unfortunate scenario and we apologize for that. However, your card may have been rejected due to a mismatch of the billing address entered that may not match the address your bank has on file. We advise that you double check the details before purchasing to avoid your card getting declined. 

Do you offer promotional codes?
We offer promo codes to new customers or during special offers. Promo codes run during specific time periods. Please note that you can use only one promo code per order. Sale items are excluded from promos as they are already fully discounted, unless indicated otherwise. 

I have multiple discount codes; can I use all of them?
Only one promo code can be used per transaction. If you are having troubles with your promo code you can reach out to our Customer Care team and they can help you by email at info@inuanaturals.com.

I forgot to add a promo code.
Unfortunately, once an order is placed, we cannot retroactively apply promotion codes to any orders.

Undelivered/misplaced package.
Sometimes tracking information can be incorrect and packages are marked as delivered when they are still en route. Please wait a few more days for the items to arrive. If the package has not arrived within 2-3 days of the expected delivery, please reach out to our support team. 

How do I find the products I am looking for?
There are a number of ways to find the product you are looking for. You can use the Search box in the top left-hand corner of shopsoko.com, or select a product category from the top navigation bar.

Which forms of payment do you accept?
We accept online payment in a secure environment and take all major credit cards along with the following additional payment methods: 
PayPal, Apple Pay, Google Pay and VISA. 

How will my order be packaged?
All Inua products are carefully packaged for you in a recyclable, eco-friendly box.

How do I unsubscribe from the newsletter?
There is an Unsubscribe button at the bottom of every newsletter we send you. You are welcome to subscribe to the newsletter again at any time, we always have something new to share!

How do I contact customer support?
Please contact our customer care team by email at info@inuanaturals.com. Our team answers emails within 24 hours Monday-Friday. 

How can I become a wholesaler?
Visit our page here to get started.