Frequently Asked Questions


Frequently Asked Questions


Do I need to register to place an order?

No you don’t need to register to place an order. You are welcome to order as a guest.

How do I edit my account information?

To edit your account details, click on the “My Account” link in the menu at the top right.
Using the menu system on the left, you can update your Account Details, your Address.

How do I reset my password?

You can reset your password via email. When logged out:

  • Go to
  • Enter the email address you use for nativechild and click Reset.
  • Check your email for the Password Reset link. Once clicked you will be redirected to the page where you can enter your new password (enter twice to confirm).

When logged in:

How do I create an order?

You do not need to register to order from our shop.  To order, go to our Shop page here – your products and click “Add to Cart“.

Once you have added all your products to the cart, click “Cart” in the menu at the top.

Complete your order by clicking “Proceed to Checkout“, completing your details and then click “Place Order“.

How do I edit my order?

Once an order has been placed, it cannot be edited from the website.You can contact our Head Office at the details below to make changes to your order (if it hasn’t already been shipped).

Telephone: 011 475 0551

Our Office Hours

Monday – Thursday 8:00am – 5pm
Friday 8am- 4:30pm
Weekend & Public holidays – closed

How do I cancel my order?

Once an order has been placed, it cannot be cancelled from the website.You can contact our Head Office at the details below to enquire about cancelling your order. Orders that have already been packaged and shipped cannot be cancelled.

Telephone: 011 475 0551

Our Office Hours

Monday – Thursday 8:00am – 5pm
Friday 8am- 4:30pm
Weekend & Public holidays – closed

How do I make make payment

To pay for your order, you have an option of an instant payment via ‘PayFast’ which you will choose to use either your debit or credit card. You can also use ‘i-Pay‘ to securely make instant EFT payments from any of the 6 major banks in South Africa by simply using your Online Banking login details via the i-Pay portal. Alternatively you can pay via EFT or directly at the bank using your ORDER number as a reference. Remember to send us proof of payment (POP). Once payment is received, your order will be processed.

How do I track my order?

Once payment is received, your order is shipped and an email sent to you with tracking details. Please note that the order cannot be tracked directly via our website. Use the link provided in the email to track your parcel.

How long does delivery take?

Delivery times depends on area.Gauteng takes 3 approximately working days after your order is dispatched
Other provinces 5 approximately working days after your order is dispatched

Processing of orders takes anywhere from 24 -72 hours depending on volume of orders

My estimated delivery time has passed. Where is my order?

If you estimated delivery time has passed and you have not received your order, please go visit the website we provided for tracking. Check the status the of the order. If the information indicated that your order was delivered, please check with your neighbours, reception / building management ( if its at work), security ( if its your complex) to see it either party received the package on your behalf.

If you have already taken the above steps and you still cannot locate your package, please Client Services +27 11 475 0551

Please note: There may be shipping delays for remote areas.

Do you ship internationally?

Yes we do on request. Please send an email to with your enquiry and address so we can se send you a quote.

How much is shipping?

We are have worked very hard to ensure you get the best possible shipping rate. Once you insert your physical address , shipping is calculated automatically based on area. We deliver door to door eliminating the hassle of collecting yourself.

Banking Details

Banking DetailsAcc Name: Phytospa cc T/A Nativechild
Standard Bank of South Africa
Acc no:- 402380126
Branch: all branches
Branch Code: 051001

How do I register for an account?

You can register for an account on the “My Account” page.

I have problems adding items to my cart

If you are a first time buyer having problems with adding items to your cart, please try to register first on the “My Account” page – registration, login and add items to your cart.

Refunds, Returns, And Exchanges

If you no longer want or are dissatisfied with the products you purchased, contact us within 14 days of purchase and we will give you the option to return the product (unused) for store credit or return the product for a refund. We do not accept returns on international orders. Returns are at your own cost.

Privacy policy

Your privacy is very important to us.Our policy spells out nativechild Co’s commitment to respecting the privacy of the members and visitors to the Site. We reserve the right to change this policy, which we’ll do through online posting.

The collection of information is grouped into 2 categories: personal and business.

Personal, is information identifiable to a specific member, and aggregate, which is general demographic information. This information may include your name, email address, mailing address, credit card information and phone number.

Business information may include business name, registration number, physical address, phone number, responsible person.

If you have questions or concerns regarding this policy feel free to email us at

Are nativechild products for both hair and skin?

Yes most of our range that can be use for both hair and skin. Our products are natural and contain no harsh chemicals and are therefore safe to use on both hair and body saving the unnecessary money to spend on separate products.

I want to grow my hair. Where do I start?

Hair growth is best achieved with a combination of good diet (what you put in is what you get out) , good hair care practises and making sure your hair is moisturised. Many products on the market prevent hair from absorbing moisture. Using natural oils greatly improves the condition and health of your hair. Always ensure that your hair is damp when applying oils. Oils work by sealing in moisture. So apply oil on damp hair (always). We recommend our starter combo together with our sulphate free shampoo and conditioner.Avoid doing hair styles that pull the hair and it puts stress on your hair follicles.

Deep Condition your hair often to help keep the hair moisturised and soft.

How quickly will my hair grow?

Hair growth is dependent on many things including genetics, diet, health, stress and your own hair growth cycle.

Are nativechild products safe for children?

Yes, our products are safe from toddlers to grandmothers!

Can men use your products?

Absolutely. Our products are suitable for men of all ages – indulge in our hair care & body care products of your choice.

Media Enquiries

For Media Enquiries, please email

Can’t find the answer?

If you need more information, please contact us or ask us a message in our Chat for a quick response. If you need support for an order, please visit our Customer Support page to send a message.