FAQ


Q: How can I contact Team Nécessaire?

A: Email us at team@necessaire.com with any question, concern, or service with which we can assist you. Please allow 1 to 2 business days to receive a response.

Please note: Our Customer Support Team is here to assist you Monday through Friday, from 9:00 a.m. to 6:00 p.m. PST.

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Q: How long will it take for me to receive my order?

A: Once you place your order, it will take 3-4 business days to process. Orders placed after 12PM Eastern Standard Time (EST) will begin processing the next business day. You will receive a notification with a link to tracking information when your package ships. For further information regarding cost of shipping and transit time, please see below under "Shipping".

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Q: What forms of payment do you take?

A: We accept all major credit cards, PayPal, and Apple Pay.

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Q: Where is my order?

A: You can check the status of your order in My Account. Please note that it can take some carriers up to 1 business day after an order has been shipped to show updates in tracking.

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Q: Can I change or cancel my order?

A: We do not have the ability to change or modify the products in an order. To cancel your order, please email team@necessaire.com with your order number as soon as possible and a member of our customer support team will assist you.

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Q: Can I change my shipping address?

A: Please email team@necessaire.com with your order number and updated shipping address as soon as possible if you would like to change your shipping address. We are able to update your information for a short time before your order ships.

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Q: Where do I enter my promo code?

A: For Desktop: At any point during checkout, you can enter your promo code. On the right side of the page, below your itemized order summary, enter your code in the space that says "Promo Code" and click "Submit".

For Mobile: Select "Show Order Summary & Promo Code" on your checkout page. When the section opens, enter your code in the space that says "Promo Code" and click "Submit".

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Q: Can I use multiple promo codes?

A: Only one promo code can be used per order.

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Q: Do you include invoices and/or return slips?

A: We do not include invoices and/or return slips in order to reduce packaging waste. You can reach out to team@necessaire.com with your order number and they will be able to assist you.

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Q: Do prices reflect US Dollars?

A: International customers in Canada, United Kingdom, and Australia can browse the site and checkout in US Dollars.

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Q: What if my item is damaged, defective, or incorrect?

A: If any items are destroyed or damaged when you receive your order, email team@necessaire.com with your order number and a photo of the items, and we will send you a replacement right away.

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Q: Where do you ship?

A: We ship to all 50 states in the US and Puerto Rico. We also ship internationally to Canada, the United Kingdom, and Australia.

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Q: When will my order ship?

A: Please allow 3-4 business days for us to receive and process your order. Orders received after 12PM Eastern Standard Time (EST) will begin processing the next business day.

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Q: What types of shipping do you offer for US orders?

A: Standard Shipping is Free on all Orders in the US. Please allow up to 10 business days to complete delivery if Standard Shipping is chosen.


The following shipping methods are also available:

Ground $6

3-Day $12

2-Day $20

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Q: What types of shipping do you offer for International orders?

A: For orders to Canada, United Kingdom, Australia, we offer Standard (via DHL) and Expedited (via UPS) shipping options. Cost of shipping and transit time can vary depending on destination country, size of order, and shipping method chosen.

We are able to ship DDP (Delivery Duties Paid) to our destination countries (Canada, United Kingdom, Australia). The total price is inclusive of any duties & taxes.

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Q: Where can I find my tracking information?

A: You can find tracking information of your order in My Account or in your shipping confirmation email.

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Q: What is your return policy?

A: We hope you will love your Nécessaire products, but in the event that you are unsatisfied, we accept returns within 30 days of purchase. Email team@necessaire.com with your order number and the items you wish to return, and a member of our customer support team will assist you with your return.

Returns within the US are free.

For International returns, the return shipping and any reverse duties & taxes are the responsibility of the customer. We also recommend insuring your package.

Please allow up to two weeks for refunds to be credited to your original form of payment, and note that original shipping charges will not be refunded.

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Q: Can I return a product if I have already opened it?

A: Yes, as long as you have used less than 1/4 of the product, we will happily accept your return.

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Q: My package arrived without a return slip? What do I do?

A: Our packages do not include return slips. Email team@necessaire.com with your order number and we will help you with your return.

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Q: How are refunds processed?

A: Refunds are issued back to the original payment method used. Please allow up to two weeks for refunds to be credited to your original form of payment.
Please note: Original shipping charges will not be refunded.

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Q: What does clean, effective skincare mean?

A: We believe the body products you use every day should make a difference in your skin and support your health and wellness.

Clean: We believe in ethically made products and are committed to formulating with clean, compatible, and effective ingredients, and without a range of ingredients we believe are unsafe for the skin. In essence: what’s not in the product is as important as what is.

Effective: We believe in treating the body like the face. We use facial-grade ingredients to deliver results to the skin. We use select synthetic ingredients when they are scientifically proven to increase the effectiveness of our formulas and/or enhance their safety.

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Q: Where can I find ingredient listings?

A: Full ingredient listings are available on the individual product pages, under “Ingredients.” If you have a question about an ingredient, email us at team@necessaire.com. When you receive the product, you will also find a full ingredient list on the outer box.

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Q: What skin types are Nécessaire products appropriate for?

A: We do not formulate to specific skin types. All people, all skin types can use Nécessaire products.

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Q: Which products are best for sensitive skin?

A: All of our products are Hypoallergenic and Dermatologist-Tested. For sensitive skin we recommend The Body Wash in Fragrance-Free and The Body Lotion in Fragrance-Free, which do not contain any added fragrance.

Please check the ingredient listings if you have specific allergies, try a patch test, and, as always, consult your doctor before using our products if you have any major concerns.

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Q: How long will my product last?

A: We recommend using our products within 12 months after opening.

Extreme heat or cold for short periods of time should not impact efficacy, though formula texture or color may change slightly. These are clean products that are formulated without many of the synthetic dyes and additives typically used to maintain color and texture. It is normal for The Body Wash to vary slightly in color, especially the Eucalyptus and Sandalwood versions, which contain pure essential-oil blends. Pure essential oils can take on different tones depending on the crop, region, and timing of harvest.

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Q: Are your products gluten-free?

A: Nécessaire is not certified gluten-free.

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Q: Are your products vegan?

A: Our products do not contain any animal-derived ingredients. We are currently working on our vegan certification.

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Q: How does The Body Wash cap work?

A: The Body Wash has a twist cap that needs to be activated. First, twist cap clockwise firmly to lock in place. Then twist cap counter-clockwise gently to open. Flip bottle and gently squeeze to pour The Body Wash.

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Q: Scalp Care Clinical Perception Study

A: Results derived from a 2-week Clinical Perception Study of 45+ participants using The Shampoo and The Conditioner in tandem. Q2 2021, USA.

Study Population

Recruited population by hair type:

20% Coiled
22% Curly
33% Wavy
26% Straight

Coiled segment includes Coiled 33% / Tightly Coiled 67%.

Study Results - Coiled
89% Said their scalp felt cleansed.
78% Said their scalp felt healthy.
78% Said their scalp felt hydrated.
78% Said their scalp felt soothed.
67% Said their scalp felt less itchy.
56% Said their scalp felt less flakey.

100% Said their hair felt cleansed.
89% Said their hair felt conditioned.
78% Said their hair felt healthy.
89% Said their hair felt hydrated.
100% Said their hair felt nourished.
89% Said their hair looked healthy.
67% Said their hair looked shiny.

Study Results - Curly
80% Said their scalp felt cleansed.
90% Said their scalp felt healthy.
90% Said their scalp felt hydrated.
80% Said their scalp felt soothed.
50% Said their scalp felt less itchy.
60% Said their scalp felt less flakey.

100% Said their hair felt cleansed.
100% Said their hair felt conditioned.
80% Said their hair felt healthy.
80% Said their hair felt hydrated.
80% Said their hair felt nourished.
80% Said their hair looked healthy.
70% Said their hair looked shiny.

Study Results - Wavy
93% Said their scalp felt cleansed.
87% Said their scalp felt healthy.
87% Said their scalp felt hydrated.
93% Said their scalp felt soothed.
53% Said their scalp felt less itchy.
40% Said their scalp felt less flakey.

87% Said their hair felt cleansed.
93% Said their hair felt conditioned.
93% Said their hair felt healthy.
87% Said their hair felt hydrated.
87% Said their hair felt nourished.
93% Said their hair looked healthy.
87% Said their hair looked shiny.

Study Results - Straight
100% Said their scalp felt cleansed.
100% Said their scalp felt healthy.
100% Said their scalp felt hydrated.
100% Said their scalp felt soothed.
75% Said their scalp felt less itchy.
67% Said their scalp felt less flakey.

100% Said their hair felt cleansed.
100% Said their hair felt conditioned.
100% Said their hair felt healthy.
100% Said their hair felt hydrated.
92% Said their hair felt nourished.
100% Said their hair looked healthy.
92% Said their hair looked shiny.

Recruited population by hair texture:

26% Fine
48% Medium
26% Thick

Study Results - Fine
92% Said their scalp felt cleansed.
92% Said their scalp felt healthy.
92% Said their scalp felt hydrated.
92% Said their scalp felt soothed.
67% Said their scalp felt less itchy.
67% Said their scalp felt less flakey.

100% Said their hair felt cleansed.
100% Said their hair felt conditioned.
92% Said their hair felt healthy.
92% Said their hair felt hydrated.
83% Said their hair felt nourished.
92% Said their hair looked healthy.
83% Said their hair looked shiny.

Study Results - Medium
96% Said their scalp felt cleansed.
86% Said their scalp felt healthy.
86% Said their scalp felt hydrated.
96% Said their scalp felt soothed.
55% Said their scalp felt less itchy.
46% Said their scalp felt less flakey.

91% Said their hair felt cleansed.
91% Said their hair felt conditioned.
91% Said their hair felt healthy.
91% Said their hair felt hydrated.
91% Said their hair felt nourished.
96% Said their hair looked healthy.
73% Said their hair looked shiny.

Study Results - Thick
83% Said their scalp felt cleansed.
92% Said their scalp felt healthy.
92% Said their scalp felt hydrated.
75% Said their scalp felt soothed.
67% Said their scalp felt less itchy.
58% Said their scalp felt less flakey.

100% Said their hair felt cleansed.
100% Said their hair felt conditioned.
83% Said their hair felt healthy.
83% Said their hair felt hydrated.
92% Said their hair felt nourished.
83% Said their hair looked healthy.
92% Said their hair looked shiny.

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Q: Is The Shampoo good for all hair types?

A: The Shampoo is formulated to cleanse, purify and reset the scalp. The Shampoo is a liquid gel with a deep clean after-feel. No Sulfates. No Silicones. No Parabens. No PEGs. No Synthetic Fragrance. We ran a Clinical Perception Study across different hair types to understand the effect on scalp and hair. See above for the results by Coily, Curly, Wavy and Straight hair types. Please note that The Shampoo and The Conditioner does not perform the same way on all hair types and may not be for you. We recognize it is personal. We offer free shipping and free returns. We guarantee all we make. Do not hesitate to reach out as it is important to us that you have a great experience.

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Q: Is The Conditioner good for all hair types?

A: The Conditioner was formulated to condition, hydrate and soothe the scalp. The Conditioner is a soft cream with a light, conditioned after-feel. No Sulfates. No Silicones. No Parabens. No PEGs. No Synthetic Fragrance. We ran a Clinical Perception Study across different hair types to understand the effect on scalp and hair. Please see above for the results by Coily, Curly, Wavy and Straight hair types. Please note that The Shampoo and The Conditioner does not perform the same way on all hair types and may not be for you. We recognize it is personal. We offer free shipping and free returns. We guarantee all we make. Do not hesitate to reach out as it is important to us that you have a great experience.

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Q: Are The Shampoo / The Conditioner color-safe?

A: The Shampoo is formulated without sulfates and drying alcohols - two key contributors known to negatively affect color vibrancy and shine. The Shampoo also does not contain Silicones, Parabens, PEGs, and Synthetic Fragrance. The Conditioner features ingredients normally reserved for face - Hyaluronic Acid, Vitamin B3, Vitamin B5 and celery seed extract - to help nourish and hydrate scalp and hair that may be depleted. Note: Nécessaire has not conducted a clinical perception study regarding color safety.

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Q: Are The Shampoo / The Conditioner good for eczema-prone skin?

A: The Shampoo and The Conditioner have been Dermatologist-Tested and are Hypoallergenic and Fragrance-Free. The National Eczema Association has awarded the Seal of Acceptance™ to The Shampoo and The Conditioner. If you have specific concerns, we recommend that you consult your doctor.

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Q: Does The Shampoo contain Cocamidopropyl Betaine?

A: The Shampoo is formulated with Cocamidopropyl Betaine which is known as a gentle surfactant. The Shampoo has passed a safety test. It is Dermatologist-Tested, Hypoallergenic and Fragrance-Free. It contains No Sulfates, No Silicones, No Parabens, No PEGs and No Synthetic Fragrance. The Cocamidopropyl Betaine used in The Shampoo is sourced from reliable manufacturers. Should you have a specific allergy to Cocamidopropyl Betaine, we recommend that you please consult a doctor and/or avoid usage.

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