Frequently Asked Questions
Offering helpful answers to your Frequently Asked Questions.
Where We’re Located & When We’re Open
Visit or Contact Our Warehouse & Offices
Address:
Unit 14, DuVille Industrial Park
8 Arum Lily Street, Fisantekraal Industrial
Durbanville, Cape Town, 7550
South Africa
Phone: (+27) 21 976 9112
WhatsApp: 078 264 9185
Email: support@essentiallynatural.co.za
We’re here to assist you! Whether you want to visit us in person or get in touch with our team, feel free to call, WhatsApp, or email. We look forward to helping you with all your natural ingredient needs.
Our Business Hours
Our support team is available:
• Monday – Thursday: 09h00 – 16h30
• Friday: 09h00 – 16h00
• Closed on weekends & public holidays
You’re welcome to send us a message at any time.
If we’re away, we’ll reply once we're back on the next working day.
Need support? Just hit the Chat icon at the bottom right to connect.
Ordering Made Easy
How Do I Place an Order?
Shopping on our site is as easy as browsing your favourite store – just with a few clicks!
- Browse or search – You’re welcome to explore our full range by browsing the categories and featured products in the menu, or if you’re looking for something specific, pop it into the powerful search bar at the top of the page.
- Add to Cart – See something you love? Just click the ‘ADD TO CART’ button. You can add items directly from the search or category pages for quick shopping, or click on any product to view more details, select a size (most of our items come in different sizes), and add it to your cart from there.
- Review & Checkout – Once you’ve found everything you need, click on the trolley icon (top right of your screen), then select ‘REVIEW CART’. Here you can double-check your order, adjust quantities, or remove anything you’ve changed your mind about. When you're ready, just hit ‘CHECKOUT’ and follow the secure steps to complete your purchase.
That’s it – we’ll take it from there and get your goodies on their way to you!
How Do I Apply a Discount Code or Gift Card?
If you’ve received a discount or gift card code, you can pop it in during checkout. Simply enter it in the box that says “Discount code or gift card” and click Apply – your total will update right away to reflect the discount.
Just a quick tip: make sure the code is entered exactly as it was given to you (they’re case-sensitive and may have expiry dates or limited uses).
If you’re ever unsure or need a hand, please don’t hesitate to reach out – we’re always happy to help!
What Payment Methods Do You Accept?
We’ve made paying for your order as simple and secure as possible! Here are the options available at checkout:
- Credit, Cheque or Debit Cards – All card payments are 3D-secure and processed safely via your choice of Peach Payments or PayFast.
- Instant EFT – Pay directly from your bank account with Ozow, a secure and convenient option.
- Mobile Wallets & QR Codes – We accept payments via SnapScan, Zapper, and Masterpass (secured by Peach Payments and PayFast).
- RCS Store Cards – Easily pay using your RCS card through PayFast.
- Interest-Free Installments – Choose between PayJustNow or PayFlex to split your payment into manageable, interest-free installments.
- EFT or Cash Deposit – Prefer to pay offline? You’re welcome to make a regular EFT or cash deposit at any FNB ATM.
- Gift Vouchers – Got an Essentially Natural gift voucher? Simply enter the code at checkout to redeem it.
If you ever need help with a payment method or run into a hiccup during checkout, please feel free to reach out – we’re here and happy to help!
Is It Possible to Buy Products In Person?
At Essentially Natural, we don’t have a storefront or showroom for browsing, but walk-in purchases are welcome at our warehouse. While we’re more than happy to assist with placing an order, please note that browsing onsite isn’t available and stock is subject to availability.
For a smooth experience, we recommend placing your order online first and selecting the “Pick-up from warehouse” option at checkout. We’ll then notify you as soon as your order is ready for collection.
Just a quick note: we accept card payments only at the warehouse – cash payments aren’t available.
I Forgot Something – Can I Add It to My Order?
Our friendly customer support team is always happy to help with any special requests, order changes, or combining shipments — as long as your order is still in processing.
Once payment has been received, our dispatch team gets to work right away preparing your items and arranging delivery. If your order has already reached the upliftment bays by the time we receive your request, we unfortunately won’t be able to make any changes or additions, or combine it with another order.
If you're unsure about timing, or if you'd like to make any amendments to your order, please feel free to contact us on 021 976 9112, pop us a WhatsApp on 078 264 9185, or email us at support@essentiallynatural.co.za – we’ll do our best to assist wherever we can!
Do You Offer Wholesale or Bulk Discounts?
Absolutely! We’ve got two great ways to help you save when buying in bulk:
1. Become a Stockist
If you're buying to resell or placing larger orders often, you’re welcome to apply for wholesale access and enjoy discounted pricing across our Essentially Natural range.
Minimum order: R1000.
Apply here to become a stockist
2. Business Builder Discount
Just placing a big order? If your cart totals R5000 or more (excluding shipping), we’ll automatically apply a 15% discount at checkout – no extra steps needed.
Delivery, Shipping & Returns
What Delivery Options Are Available?
We offer a few flexible delivery options, depending on your address – so you can choose what works best for you at checkout:
- Courier delivery
Enjoy carbon-negative door-to-door delivery straight to your chosen address. You’ll receive regular shipping updates and can track your parcel online every step of the way. - Pargo Pickup Points
Prefer to collect at your convenience? Choose Pargo, and collect your parcel from one of over 4000 Click & Collect points nationwide – there’s likely one just around the corner. - Bob Box Smart Lockers
If there’s a Bob Box smart locker or counter nearby, you’ll be able to choose it at checkout — safe, secure, and collected when it suits you.
Looking for more on Delivery & Pick-Up
Find out more here
What Are Your Delivery Costs?
We’re proud to offer free carbon-negative delivery anywhere in South Africa when you spend R500 or more — no matter which delivery option you choose!
If your order is under R500, here’s a quick guide to our shipping fees:
1. Courier delivery:
- Cape Town main areas: R65.00
- Main centres: R85.00
- Regional & outlying areas: R100.00
Pargo Pickup:
Collect from one of thousands of Pargo Pickup Points nationwide for R80.00
BobBox Delivery:
Delivery to your nearest BobBox smart locker or counter for R80.00
How Can I Track My Order?
You’ll get automatic shipping updates via email and SMS (if you’ve signed up), so it’s easy to keep an eye on your order.
You can also check your parcel’s progress anytime right here : https://essentiallynatural.co.za/a/track
If you run into any issues or have questions, feel free to WhatsApp us on 078 264 9185 or email support@essentiallynatural.co.za — we’re happy to assist!
What Should I Do If My Order Arrives Damaged or Broken?
If your parcel didn’t arrive in perfect condition — or if any item is damaged or broken — please let us know within 5 days of delivery so we can assist you promptly.
While damage is rare, it can occasionally happen (especially with all the delicate, glass-packed goodies we ship!). If something is damaged, we’ll gladly arrange a replacement for you as quickly as possible.
To help us sort things out smoothly, please:
- Take clear photos of the damaged item and/or packaging as soon as you receive it
- Email the pictures and your order number to: support@essentiallynatural.co.za
We’re here to help and will do everything we can to make it right!
How Do I Request a Return, Refund, or Exchange?
You can return any goods purchased from Essentially Natural within 14 days of receiving your order. We want you to feel confident and completely satisfied with your purchase — your happiness matters to us!
For all the details, please check out our full Returns and Refunds Policy.
If you have any questions or need assistance, our friendly customer support team is here to help.
You can reach us via:
WhatsApp: 078 264 9185
Email: support@essentiallynatural.co.za
Do You Export Outside of South Africa?
Due to customs and airline restrictions, many of the natural products we stock—such as seeds, botanicals, essential oils, and some cosmetic ingredients—are limited or restricted for export.
You’re welcome to arrange your own international courier (UPS, FedEx, Aramex, or others) to collect your order. Our dispatch team can provide parcel weights and dimensions to help with your freight booking.
We deliver to all freight forwarding agents within South Africa, and delivery is free on orders over R500. Please note that you may be responsible for any duties or taxes once your order arrives in your country—your freight forwarder or courier can provide more details.
If needed, feel free to ask us for our SARS export license number.
Products & Ingredients
How Many Drops Are in 1ml?
The aromatherapy standard is approximately 20 drops per 1ml of essential oil.
That said, the exact number of drops can vary depending on the oil’s viscosity (thickness).
- Thinner oils (like citrus) may give you more drops per ml
- Thicker oils (like sandalwood or patchouli) will produce fewer drops per ml
So while 20 drops per ml is a great general guide, it's always good to adjust based on the specific oil you're working with.
What’s the Right Ratio of Essential Oil to Carrier Oil?
This can vary depending on the purpose, but as a general guideline, we recommend using 1–5% essential oil to 95–99% carrier oil.
If you’re new to using essential oils, it’s always best to start on the lower end of that range. The essential oils we stock are pure and therapeutic-grade, which means they’re very potent and should be used with care to avoid irritation or sensitivity.
Can I Use or Customise a Base?
Yes! Our bases come with their own preservative, so you can use them just as they are. But they’re also perfect for customizing to suit your own needs.
If you add extra oils, botanicals, or other ingredients—especially water-based ones—we recommend adding additional preservative. The built-in preservative might not be enough to protect the extra ingredients.
Keep in mind: these bases aren’t concentrates meant to be diluted to a specific volume. Your final amount will be the base plus whatever you add.
They’re highly customizable—you can mix in extra carrier oils, essential oils, botanicals, and more. Just be careful not to add too much, as this can change the consistency or destabilize the formula. Some experimentation might be needed to get it just right!
Are Your Products Food Grade?
On our website, any product that is certified Food Grade by the supplier will be clearly indicated in the product listing. If you’re unsure about a product’s suitability for consumption, feel free to reach out to us — we’re happy to help!
Please note, our own premises are audited and certified safe for handling food products, ensuring the highest standards of safety and hygiene.
What Is The Difference Between Food Grade and Food Safe?
Food Grade
This refers to ingredients certified by an independent body (such as the FSA) as safe for human consumption. They are tested and produced under strict food-safe conditions. However, once repacked by a facility not certified by the Food Safety Authority (FSA), the product can no longer be sold or labeled as food grade — even if the original source was certified.
Food Safe
These ingredients are pure, originally food grade, and commonly used in food. They are handled in hygienic conditions, and our facility is inspected and approved as food safe by local municipal health authorities. However, as we are not a certified food production facility, we do not label these items as food grade. They are safe for personal use but not recommended for products intended for ingestion if being sold to the public.
Are Your Products Organic?
On Essentially Natural, product listings will clearly indicate if a product is certified organic.
Organic certification is a rigorous and often costly process that many suppliers choose not to pursue—even if their products meet organic standards. In many cases, the farmers growing our essential oils, carrier oils, and botanicals use organic fertilizers and avoid harmful pesticides but haven’t gone through formal certification due to the high costs involved.
We always aim to offer natural, responsibly sourced products and are transparent about certification where it applies.
Is Organic Better Than Non-Organic?
“Organic” means a product has passed official audits and certification, proving it was grown and processed using approved organic methods — like organic pesticides, non-GMO seeds, and sustainable farming practices.
At Essentially Natural, we’re deeply committed to supporting sustainable and ethical farming. However, we also understand that official organic certification can be time-consuming and costly, which sometimes makes good-quality products even more expensive, especially for small local growers.
So, while not all our products are certified organic, they are still grown or sourced in ways that are nurturing, sustainable, and low in chemical inputs.
If you’re ever unsure about a product, just ask — we’re happy to share the Certificate of Analysis (CoA) so you can see exactly what’s inside.
Are Your Products Cruelty Free?
The Essentially Natural brand range of products is proudly certified Cruelty Free and Vegan. We are firmly against animal cruelty and make every effort to source products that have never been tested on animals.
That said, we also acknowledge that some modern products on the market today were developed with past animal testing to ensure safety. If you’d like to know more about the historical testing status of any specific product, please don’t hesitate to contact us — we’re happy to provide clarity.
Why Are Some Cosmetic Ingredients Not Available on Your Store?
At Essentially Natural, we have a very strict ingredients policy that guides everything we stock. Before adding any product, we carefully review every ingredient on the label to ensure it meets our high standards.
We are firmly against certain ingredients due to health and safety concerns, so you won’t find any of these in our shop or in the products we carry:
- BHA & BHT
- Cyclic silicones
- Diethanolamine (DEA), Triethanolamine (TEA), Monoethanolamine (MEA) and other ethalomines
- Diazolidinyl Urea, Imidazolidinyl Urea
- EDTA
- Formaldehydes
- Lead and other heavy metals in any toxic amounts
- Mineral oils, paraffin and petrolatum
- Oxybenzene and other chemicals sunscreens
- Parabens
- Phthalates
- Propylene glycol & butylene glycol
- SLS and SLES
- Sulfates
- Synthetic harmful colourants
- Synthetic fragrances
- Talc
- Toluene
- Triclosan
This list evolves as new scientific research emerges, and we continuously update our standards to offer you the safest and healthiest options.
If you’re interested in exploring better, safer alternatives, please feel free to contact us — we’re happy to help you find what works best for you.
Why Do You Stock Some Synthetic Ingredients Like Mica?
Sometimes, synthetic really is better! We’ve chosen to stock high-quality, lab-produced mica powders because they’re a safer, more ethical alternative to natural mica.
Synthetic micas are made from heavy metal–free substrates and coloured with oxide pigments. They’re nature-identical to mica found in the earth, but because they’re created in a lab, they avoid the environmental damage and unethical mining practices often linked to natural mica.
They’re also eco-friendly, safe to use in cosmetics, and offer vibrant, consistent colour — without compromising on ethics or safety.
What’s the Difference Between Essential Oils and Absolutes?
Most essential oils are extracted through steam distillation — a process that gently pulls the aromatic oils from plants like lavender, eucalyptus, and peppermint.
Absolutes, on the other hand, are made using a solvent extraction method. This is typically used for delicate flowers (like jasmine or rose) that don’t do well with steam or don’t yield much oil through distillation.
Why are absolutes more expensive?
- It takes a large amount of plant material to produce a very small quantity.
- Many of these flowers are seasonal and hand-harvested.
- The process is labour-intensive, and the result is a very concentrated, luxurious extract that’s used sparingly in perfumery and high-end formulations.
Is a Standardised Essential Oil Different From a Pure Essential Oil?
Yes, they are different — and each serves a unique purpose.
Pure Essential Oils come straight from a single distillation of plant material with no alterations. This means the oil reflects the natural variations of the plant – things like weather, soil, and harvest timing can affect the scent, colour, or composition of each batch.
Standardised Essential Oils, on the other hand, are carefully adjusted for consistency. This may include:
- Blending multiple batches to balance out natural differences
- Reintroducing natural compounds (like linalool or menthol) to match a consistent chemical profile
- Removing certain components that may affect shelf life or scent
No synthetic additives are used — only naturally occurring components are adjusted. Both types are high quality; the choice simply depends on your needs. If you're formulating and need consistency, standardised may be the better fit. If you’re after the raw, unaltered essence of the plant, pure is perfect.
Is Mineral Oil the Same as a Carrier Oil?
No, they’re quite different.
Mineral oil is a petroleum-derived byproduct — basically refined crude oil. It’s synthetic, non-renewable, and doesn’t provide any nutrients for your skin. While it’s inexpensive and often used as a barrier (like in baby oil), it can clog pores (comedogenic) and doesn’t offer skin support.
Carrier oils, however, are plant-based and renewable. They’re rich in skin-loving nutrients like fatty acids, vitamins, antioxidants, and phytonutrients. Rather than just sitting on your skin, carrier oils nourish, soothe inflammation, and help maintain your skin’s natural barrier and microbiome. Plus, different carrier oils have different comedogenic ratings, so you can choose ones best suited to your skin type.
Are All Preservatives Toxic?
Not at all — and we completely understand your concern.
Many conventional cosmetics use synthetic preservatives like parabens, which are effective at preventing mould and bacteria but have raised questions about their impact on our health over time.
That said, not all preservatives are bad. At Essentially Natural, we prioritise gentler, naturally derived preservatives that are both skin-friendly and effective. While natural doesn’t always mean completely risk-free, we carefully select preservatives with a low chance of causing irritation.
Since everyone’s skin is unique, some people may still be sensitive to certain ingredients — which is why we always recommend doing a patch test before trying a new product or ingredient.
Is a Hydrosol Different From a Floral Water?
Yes! A hydrosol is a natural byproduct of steam distillation. During this process, steam passes through plant material, releasing aromatic compounds. When the steam cools, it separates into essential oil and hydrosol — the water-based part that carries subtle plant essence.
Floral waters, on the other hand, are made by blending a small amount of essential oil into water, often with a bit of alcohol to help the oil mix evenly.
Both are high-quality and effective, but hydrosols are considered “true distillates” and usually have more therapeutic benefits compared to floral waters.