We are interested in your comments and queries. If you have any questions that we do not answer in this section, you can contact us at emelysnaturals@gmail.com and we will answer as quickly as possible.
OUR PRODUCTS
WHAT IS A NATURAL SOAP?
It is a soap made with natural ingredients, whose emollient, moisturizing, and in some cases curative properties help maintain smooth and healthy skin, nourishing it and preserving its natural moisture. Our soaps are handmade using the “cold process” traditional method that preserves all the original properties of the natural oils used in their fabrication. All of our soaps are made by combining extra virgin olive oils, with a high content of vitamin E, which is very antioxidant; palm oil, brought from Barú, which gives your skin stability and firmness in warm and humid climates; “coquito” oil, emollient, which produces the delicious foam; and castor oil, rich in fatty acids and very moisturizing as well.
DO YOUR SOAPS CONTAIN PALM OIL?
Yes, we use palm oil from local and sustainable crops, which are former banana farms in the Barú region in the Chiriquí province that have migrated to palm farming.
ARE YOUR PRODUCTS ORGANIC?
Thank you for being aware of the use of your cosmetic and personal care products! The truth is that we strive to get organic ingredients when possible, but while we can say that our products are 100% natural, we cannot guarantee that they are 100% organic. We CAN guarantee that our ingredients come from suppliers, local and foreign, with sustainable and environmentally friendly crops and/or practices, always giving priority to the locals.
ARE YOUR PRODUCTS CRUELTY FREE?
Yes, we most definitely do not experiment on animals.
ARE YOUR PRODUCTS VEGAN?
Most of our products are vegan, except for some that contain whole cow’s milk or wax and honey from bees, all of which are ingredients with local and sustainable origins. Our vegan products indicate so in their label. We invite you to review the list of ingredients of the products where they are all detailed, for better peace of mind.
HOW SHOULD I STORE MY PRODUCTS?
We recommend keeping them in a cool, ventilated place away from direct sunlight.
WHAT IS THE DURATION OF MY PRODUCTS?
Our production line consists of small batches and we are constantly manufacturing to keep our inventory fresh and stocked, and thus guarantee the best quality possible, whether you purchase it directly from us on our website or in one of our partnering stores. All of our products are marked with their respective expiration dates and we recommend using them as soon as you buy them to guarantee their effectiveness.
ARE YOUR PRODUCTS GLUTEN FREE?
All of our products are gluten free with the exception of our Milk, Honey, and Oats Soap. However, we always recommend you check the complete list of ingredients before making the purchase so you can feel completely at ease.
CAN PREGNANT WOMEN USE YOUR PRODUCTS?
Yes, we even have two products designed to help them during this very special stage: our Mom Body Oil and our Shea Butter + Calendula Body Cream, both of which will help the mom-to be maintain elastic skin and prevent stretch marks. However, we do have one product that we recommend to avoid during the first six months of pregnancy and it is our Roselle Facial Mist. Regardless, each person is different and even more so during this wonderful stage, so we recommend as always to read the full list of ingredients before using any of our products, and if any questions should arise it is always best to ask your doctor.
ARE YOUR PACKAGES RECYCLABLE?
Yes, they are all recyclable and there are collection points for various recycling organizations here in Panama that receive them. Some of our products, due to their nature and use, come in PET containers and others in glass containers. We also use recycled paper to pack our soaps and our labels are printed with eco-friendly inks.
OUR PRODUCTS AND YOUR SKIN
HOW ARE BODY SCRUBS USED?
Remember that body scrubs remove the dead skin that we constantly change, but they are not soap, which is why we recommend bathing and/or washing the area where you plan to use it before applying it, so that the skin is clear of any other impurities. Once you have rinsed yourself, apply the body scrub in gentle circular movements over your damp skin to remove the dead skin cells and let it rest for a few minutes over your body. Then, rinse with cold or warm water, not hot, so that your new skin absorbs the oils in the body scrub and is left moisturized and silky.
HOW OFTEN DO YOU RECOMMEND EXFOLIATING THE BODY?
This would depend on the area of your body that you are exfoliating. Some areas can be very rough and dry due to being exposed to the sun and/or air conditioning, such as feet, heels, knees, and elbows. Therefore, we would recommend twice a week for these targeted areas. However, we recommend exfoliating the rest of the body once a week maximum, and if you have sensitive skin then we recommend you exfoliate about every two weeks.
WHAT IS THE DIFFERENCE BETWEEN USING BODY OIL AND BODY CREAM?
Both options are perfect for nourishing and moisturizing your skin. Choosing between one or the other will depend on your own personal preference. Some people combine both, using body oils in the morning, because they are more comfortable and light to apply, and body creams at night before going to sleep, for a more concentrated effect.
Our body oils are 100% vegetable oils so they are completely absorbed quickly and without leaving residues that could stain your clothes. We recommend applying them with a gentle massage over damp skin (ideal if done just after a bath) since the water helps you distribute it more evenly and easily. They even have the advantage that they leave a satin shine on your skin, making you feel and look very sexy!
Our body creams, on the other hand, are ideal for very dry and cracked skin and the most problematic areas such as elbows, knees, and heels, since they offer deeper nourishment, especially our Cocoa + Almonds Body Cream. We recommend applying them daily with a relaxed massage on the skin for greater penetration.
OUR FACIAL PRODUCTS
WHAT DOES YOU FACIAL ROUTINE CONSIST OF?
It is a basic, yet effective routine that allows you to keep your skin clean, toned, and moisturized. Start with a two-step cleansing –double cleansing– where you first remove makeup and residue from the environment with our Cleansing Oil, and then thoroughly cleanse the skin with one of our facial soaps. We offer two options depending on your skin type: Activated Charcoal + Shea Butter (normal/oily skin) and Pink Clay + Shea Butter (sensitive/dry skin). Then, apply our Clarifying Facial Scrub to polish and buff your complexion. Continue with our Roselle Facial Mist, made for all skin types, which tones, hydrates, and helps close pores, preparing your skin for the last step: our Repairing Oil Facial Serum, which nourishes and moisturizes your skin, smoothing expression lines and giving it luminosity.
WHAT IS DOUBLE FACIAL CLEANING AND WHY DO YOU RECOMMEND IT?
It consists of a first step where you remove makeup and/or residues from environmental contamination, followed by a real and deep cleaning of your skin. To begin, we recommend applying our Cleansing Oil, with a gentle massage, to dissolve the dirt that has been deposited in your pores throughout the day, as well as all the makeup you have, if applied, including mascara and eye shadow, and any traces of sunscreen that you have used.
As a second step wash your face with one of our facial soaps, either Charcoal + Shea Butter or Pink Clay + Shea Butter, to remove any residues that may remain, leaving your skin immaculate.
WHAT DO YOU RECOMMEND FOR MIXED YET SUPER SENSITIVE SKIN?
To cleanse the face, we recommend both our Cleansing Oil and our Pink Clay + Shea Butter Soap, both ideal for sensitive skin, since despite having a mixed complexion (normal/oily or sensitive/oily) the fact that you have sensitive skin remains the most important because any other stronger products could mistreat it. For the body we recommend our Baby Soap, with calendula and chamomile extract, our Avocado Soap, with rosemary, and our Papaya and Honey Soap, all soaps which are super soft on the skin and contain anti-inflammatory and regenerative properties best for delicate and sensitive skin.
I HAVE NORMAL/OILY SKIN, SHOULD I HYDRATE IT?
Dehydration can affect any skin type, not just dry skin. This occurs when the skin loses its ability to retain moisture, a situation that is different from its ability to produce sebum/fat. It is more frequent in very dry climates, if you spend a lot of time in air conditioned environments, if you do not drink enough water, if you do not have a balanced diet, or if you suffer from stress and/or lack of sleep. The end result is the same in each situation however: a dull, rough, lifeless complexion. To keep your skin always fresh, hydrated, and toned we recommend using our Roselle Facial Mist after deeply cleansing your skin and before applying our Repairing Oil Facial Serum.
WHO CAN USE OUR REPAIRING OIL FACIAL SERUM?
Everyone!! Our Repairing Oil Facial Serum combines the benefits of 10 precious virgin oils loaded with retinoic acid, Omega 3, 6, and 9 fatty acids, Vitamins A, E, and additional Vitamin C, which nourish, revitalize, and brighten your skin. It is ideal to use by itself or combined with your regular moisturizer at night as the last step of your routine, and in the morning before applying makeup. However, if wearing it during the day we recommend using sunscreen as well because of the Vitamin C it contains.
We recommend our Repairing Oil for the most fragile and sensitive areas on the face such as around the eyes, expression lines, décolleté, and neck, but you can always apply a couple of drops over your face, especially in the areas you feel you need it most. If you feel that your skin is normal and/or oily, you can mix a couple of drops with your regular moisturizer in the palm of your hand, before applying it, to take advantage of all its benefits without saturating your skin.
PURCHASES AND SHIPPING
IS IT SAFE TO BUY ON YOUR PAGE?
Yes, we have secure servers that use the SSL (Secure Socket Layer) protocol when transmitting or receiving your personal information, allowing us to maintain our high security standards. Our banking providers are highly reputable and meet PCI DDS (Payment Card Industry Data Security Standard).
Additionally, the payment process works on a secure server using the SSL protocol, and we do not have access to or store sensitive data on the payment method you use. Only the corresponding entity, the payment processor, has access to this data, and only for the management of payments and collections.
WHERE CAN I FIND YOUR PRODUCTS?
Although you can purchase all our products through our website, you can also check which of our partnered stores is closest to you in our section “Where to buy”.
WHICH PAYMENT METHODS DO YOU ACCEPT ONLINE?
We only accept payments made with VISA and MasterCard credit cards for international orders and purchases made through our website.
If you want to use another means of payment (local buyers only), you may pay through a bank transfer or Yappy. For a bank transfer the option will become available along with the account details once you confirm your order so you can place your transfer. If you choose to pay through Yappy, there is already a linked button to help you in this process.
If you decide to visit us in person at our store (once COVID-19 allows us to reopen to the public), we are happy to receive payments made with VISA/MasterCard credit cards, cash, Clave debit card, and Yappy.
CAN I PICK UP MY PURCHASE AT YOUR STORE?
Yes, for now and until further notice you may come to pick up your purchase in our store from Monday to Friday from 8:30 am to 12:30 pm. We will come outside to personally give you your purchase. We would love to have you in our store and showroom, but given the current situation with COVID-19, and taking into consideration that we also fabricate our products here, we must enforce more rigorous biosecurity measures than your average store. Therefore, we are not receiving clients within our store at this moment.
DO YOU SHIP TO THE WHOLE CONTRY – PANAMA?
Yes, we ship both within Panama City and outside of it.
HOW MUCH ARE THE SHIPPING COSTS?
This is our shipping table according to the area where you are:
For Panama City including: Casco Viejo, Calidonia, Bella Vista, Centro Bancario, Marbella, Obarrio, El Cangrejo, Paitilla, Punta Pacífica, San Francisco, Coco del Mar, La Locería, El Dorado, Betania, Costa del Este, Chanis, Pueblo Nuevo, Dorado Lakes, Altos de Panamá, Miraflores,
**We offer the delivery service with ASAP messaging with a fixed rate of $4.50 for all purchases made through our webpage. When you confirm your purchase, please include in the comments where you are located, with the exact address and reference points. Be sure to also give us a phone number to contact you at and coordinate the delivery.
For: Villa Lucre, Brisas del Golf, Cerro Viento, San Antonio, Llano Bonito, Juan Díaz, Santa María, Costa Sur, Albrook, Ancón, Balboa, Diablo, Ciudad del Saber/Clayton, San Miguelito.
**Same conditions apply, but the rate is $6.50.
Outside of Panama City: We use the services of “Uno Express”, nationwide, that has a fixed rate of $6.50 which you must pay along with your order online. Make sure to correctly input your delivery address and phone number in case we need to contact you.
DO YOU SHIP INTERNATIONALLY?
We are working on it, yet we do not ship outside the Republic of Panama at this moment.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
We know you want to enjoy your purchase at once so we do our best to ensure efficient and quick services!
When shipments are inside Panama City, they will be delivered in the next 24-48 hours at most.
If you are outside Panama City, once the payment for your purchase has been received, it is taken to the transport company within 24 and 48 hours (business days) for it to be shipped to your area. Once we have the guide ready we will be contacting you with a copy so that you can claim your order without any problems.
DO YOU PACK FOR GIFTS?
Yes, we love gifts! We pack them in bags and/or boxes, depending on the number of items you wish to include in the gift. Please tell us in the comments section of your purchase that you need it as a gift and we will gladly wrap it for you free of charge.
DO YOU OFFERS SUBSCRIPTIONS?
If you want to receive a product on a regular basis, such as soaps every month, make the initial order on our webpage and let us know in the comments that you want to receive the same order on a monthly basis and we will gladly coordinate with you so that you receive your products periodically and can always continue to enjoy them without interruptions. In these cases, the order will be invoiced monthly when the delivery is made.
CAN I CHANGE OR CANCEL MY ORDER?
Orders can only be canceled or modified if they have not yet been shipped and/or delivered to the customer. Once your order is shipped and/or has already been delivered, we cannot make changes or cancellations.
I WANT AN ITEM THAT IS SOLD OUT, WHAT SHOULD I DO?
Our production line is focused on small batches but is constantly at work to ensure that we always have inventory for all of our products. However, if we do end up with an item sold out, you can still include it in your shopping cart to place the order and we will contact you to notify you when we will have it available again and coordinate the delivery.
I RECEIVED THE WRONG PRODUCT, WHAT DO I DO?
Whoops! This situation is very rare, but if it happens please write to us immediately at emelysnaturals@gmail.com or text at (+507) 6672-9980, and we will solve the situation as soon as possible.
MY ORDER DID NOT ARRIVE IN GOOD CONDITIONS, WHAT DO I DO?
It is an extremely unusual situation for us, but if that is the case then please write to us immediately at emelysnaturals@gmail.com or text at (+507) 6672-9980, and we will solve the situation as soon as possible.
WHAT ARE YOUR RETURN POLICIES?
Our goal is to help you choose the products that are the best fit for you and help you maintain healthy and balanced skin, and we trust that you will be completely satisfied once you try them. However, if you were to have any problem with any of our products, whether you bought it directly from us or at one of our partnered stores, do not hesitate to write to us immediately at emelysnaturals@gmail.com or call/text at (+507) 6672-9980 so we can help you out and solve the situation right away.
HOW DO YOU USE MY PERSONAL INFORMATION?
The only information we need from you is your contact information: email, telephone/cell phone number, and your physical address, detailed and complete, in order to process the delivery of your order. This information remains in our database, and is not used or shared with anyone. As we said in previous comments, the banking company that processes your payment is the one that processes your information directly, and does so exclusively for payment and collection purposes.
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