Natura Order Tracking

https://www.naturabrasil.com

Enter a tracking number that can be used for shipment tracking to check the logistics history of your Natura order.

About Natura

Natura is a Brazilian beauty, personal care and cosmetics brand with official online shopping, account-based order support and a social-selling consultant model in Brazil and other markets. For order tracking, the safest starting point is the official Natura account or the order confirmation email, then the carrier tracking number can be checked on the carrier site or on 17TRACK when carrier tracking is available.

Entity fact	Current verified summary
Official name	Natura
Official website	https://www.natura.com.br
Brand type	Beauty and personal care brand with official ecommerce and consultant-assisted sales.
Primary shopping region	Brazil is the primary official ecommerce market referenced here; availability and policies can differ by country site.
Order tracking page	Natura account area, order details, email notifications and official atendimento/help pages.
App / account system	Natura provides account and app-based customer experiences in supported markets; order visibility depends on the purchase channel and login used.
Marketplace or seller model	Natura is not treated here as an open marketplace like Amazon or eBay; however, consultant-assisted sales may create a separate human seller/contact path.
Parent organization	Natura is part of Natura &Co.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Natura brand / official store

Receives and manages official-store orders.

View all details for Natura brand / official store

What it controls	Account order records, product availability, order processing, returns entry points and customer-service case handling for eligible official purchases.
What it cannot control	Carrier scans after handoff, third-party payment network timing, or delivery events outside its logistics partners' systems.
Why it matters to tracking	The official order page is usually the place to confirm whether the order has been created, separated, shipped, split or cancelled.

Buyer account

Stores the purchase history tied to the login, email or phone used at checkout.

View all details for buyer account

What it controls	Access to order details, saved address information and customer self-service options where available.
What it cannot control	It cannot force a carrier scan or approve a refund by itself.
Why it matters to tracking	If the user checks with a different email, phone or CPF/account than the one used to buy, the order may not appear.

Consultant or selling representative

May assist with orders placed through Natura's social-selling route.

View all details for consultant or selling representative

What it controls	Communication with the buyer, order guidance and confirmation of the sales route used.
What it cannot control	Carrier movement, official refund approval or private data in an account they are not authorized to access.
Why it matters to tracking	A consultant-assisted purchase may require the buyer to ask the consultant for the official order or shipment information.

Fulfillment party

Picks, packs and hands the parcel to the assigned delivery network.

View all details for fulfillment party

What it controls	Warehouse processing, split shipment creation and carrier handoff preparation.
What it cannot control	Last-mile delivery attempts after the parcel enters the carrier network.
Why it matters to tracking	An order can show processing before a carrier has a scannable tracking event.

Carrier / last-mile carrier

Transports the parcel and produces shipment scans.

View all details for carrier / last-mile carrier

What it controls	Accepted, in transit, out for delivery, delivery attempted, delivered, returned and exception events.
What it cannot control	Product replacement, order cancellation or refund approval by Natura.
Why it matters to tracking	17TRACK and carrier sites depend on carrier-visible tracking numbers and scan feeds.

Payment / refund channel

Processes charge authorization and refund settlement after approval.

View all details for payment / refund channel

What it controls	Payment settlement, card statement timing or payment-method-specific refund posting.
What it cannot control	Physical parcel delivery scans or return parcel acceptance.
Why it matters to tracking	Refund status and shipment tracking are separate lifecycles.

17TRACK relationship

Independent parcel tracking platform for available carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking lookup display and carrier auto-detection when supported by available tracking data.
What it cannot control	17TRACK cannot access private Natura order pages, change addresses, cancel orders, approve refunds or contact consultants on a buyer's behalf.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number, not just an order number.

Quick Answer

To track a Natura order, sign in to your Natura account, open your orders, choose the purchase, and check the shipment or order-status area. If Natura or the order email shows a carrier tracking number, paste that number into 17TRACK or the carrier website.

If there is no tracking number yet, the order may still be processing, waiting for carrier handoff, split into multiple shipments, or linked to a consultant-assisted purchase. 17TRACK can help track available carrier numbers and may detect the carrier, but it cannot view private order details, modify the order, start a return, issue a refund or contact Natura for you.

Question	Direct answer
How do I track my Natura order?	Use the Natura account order details first, then use the carrier tracking number on 17TRACK or the carrier site when available.
Where is the tracking number?	Check the order details page, shipment confirmation email, app notification or consultant/order message, depending on the purchase route.
What if there is no tracking?	Wait for shipment creation and carrier acceptance, then contact Natura support or the consultant if the order remains unshipped beyond the official order estimate.
Who should I contact?	Contact Natura for order, return and refund questions; contact the carrier for delivery-attempt or local pickup issues after carrier scans exist.

How to Track Natura Orders

Start with the source that created the order. For most official online purchases, log in, open the order list, select the order, view the shipment or order status, copy the carrier tracking number if shown, and check whether the purchase was split into more than one shipment.

Tracking Path Comparison

Tracking path

Use when

Official account / orders area

You bought while logged in or can access the email/phone used at checkout.

View all details for official account / orders area

Identifier needed	Natura login, order number, registered email or phone, depending on the account flow.
What you can see	Order status, shipment status, delivery estimate when provided, product lines and available self-service actions.
Best next step	Open each shipment in the order and copy the carrier tracking number if displayed.
Important limitation	An order record does not prove that a carrier has accepted the parcel.

Official order email or SMS

You checked out as a guest or cannot quickly find the order in the account.

View all details for official order email or SMS

Identifier needed	Order confirmation, shipment confirmation or delivery notification message from Natura.
What you can see	Order number, status link, shipment link or tracking number when included.
Best next step	Use the official link and avoid entering account data on copied or shortened links you do not trust.
Important limitation	Email delivery can be delayed or filtered into spam, and some messages show order status without a carrier number.

17TRACK

You already have a carrier tracking number or return tracking number.

View all details for 17TRACK

Identifier needed	Carrier tracking number, not only a Natura order number.
What you can see	Carrier scan events available to 17TRACK, possible carrier detection and transport milestones.
Best next step	If no result appears, confirm the number and carrier from Natura or wait for the first carrier scan.
Important limitation	17TRACK cannot log in to a Natura account or reveal private order contents.

Carrier website

The order details identify the delivery company or local pickup/delivery network.

View all details for carrier website

Identifier needed	Carrier tracking number and sometimes postal code or recipient verification.
What you can see	Delivery attempts, local exceptions, pickup instructions and proof-of-delivery details if the carrier provides them.
Best next step	Use carrier details for local delivery problems, then contact Natura if the parcel appears lost or misdelivered.
Important limitation	The carrier usually cannot approve a Natura refund or replace an item.

Consultant or message route

The order was placed through a Natura consultant or shared purchasing link.

View all details for consultant or message route

Identifier needed	Consultant name, order confirmation, buyer contact information or official order reference.
What you can see	Information depends on the sales route and what the consultant or official order page can share.
Best next step	Ask for the official order number and carrier tracking number rather than a screenshot alone.
Important limitation	A consultant cannot override official payment, return or carrier rules.

Guest / gift route

You are the recipient, not the buyer, or the order was not placed under your login.

View all details for guest / gift route

Identifier needed	Tracking link, order email, buyer-shared order details or carrier tracking number.
What you can see	Usually shipment progress, but not necessarily payment, invoice or refund details.
Best next step	Ask the buyer to share the carrier tracking number or official tracking link.
Important limitation	Natura may restrict private order information to the purchasing account holder.

App notifications

You use a Natura app or mobile account experience in a supported country.

View all details for app notifications

Identifier needed	Logged-in app account and notification permissions.
What you can see	Order alerts and status changes when the app supports them for that market.
Best next step	Confirm that the app account matches the checkout account and check email as a backup.
Important limitation	App alerts can lag behind the carrier's own scan feed.

Order Numbers, Tracking Numbers and Where to Find Them

A Natura order number identifies the purchase inside Natura's systems. A tracking number identifies a parcel inside a carrier network. 17TRACK generally needs the carrier tracking number, not the brand order number.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Natura order number

Order confirmation email, account order details or official customer-service case.

View all details for Natura order number

Looks like / example	Example only: NAT-ORDER-#######. Actual formats vary and should not be guessed.
Who issues it	Natura order system.
Can 17TRACK use it?	Usually no; use it with Natura support or to locate the order page.
What it can and cannot prove	It proves an order reference exists in the sales system, but not that the carrier has the parcel.

Shipment / package tracking number

Shipment confirmation, order details, delivery link or carrier notification.

View all details for shipment / package tracking number

Looks like / example	Example only: BR123456789XX or 1234567890123. Carrier formats vary.
Who issues it	The carrier, logistics partner or shipping label system.
Can 17TRACK use it?	Yes, when the carrier and tracking feed are supported and the number is active.
What it can and cannot prove	It can show parcel movement; it does not prove refund approval or product condition.

Carrier tracking number

Carrier-branded tracking page, delivery email, SMS or order shipment section.

View all details for carrier tracking number

Looks like / example	Example only: TRACKING-####-####. Use the exact number shown by the carrier or Natura.
Who issues it	Assigned delivery company.
Can 17TRACK use it?	Often yes, subject to carrier support and scan availability.
What it can and cannot prove	It is the best proof of carrier custody after the first acceptance scan; it cannot identify all order contents by itself.

Internal delivery ID

May appear in a brand or logistics page, but no public universal Natura internal ID format is confirmed.

View all details for internal delivery ID

Looks like / example	Not standardized publicly for Natura; do not assume Amazon-style TBA numbers apply.
Who issues it	Could be Natura or a logistics partner if used for a specific order.
Can 17TRACK use it?	Only if it is also a carrier-recognized tracking number; otherwise no.
What it can and cannot prove	It may help support locate a shipment but may not be trackable outside the private order system.

Return tracking number

Return label, postal receipt, reverse-logistics message or return confirmation.

View all details for return tracking number

Looks like / example	Example only: RETURN-TRACK-#######. Actual format depends on the return carrier.
Who issues it	Return carrier or reverse-logistics system.
Can 17TRACK use it?	Yes if it is a carrier tracking number supported by 17TRACK.
What it can and cannot prove	It can show the return parcel route; it does not mean refund approval is complete.

Return authorization / case ID

Return request page, customer-service conversation or return instructions.

View all details for return authorization / case ID

Looks like / example	Example only: CASE-#######. Natura may use different references by country and process.
Who issues it	Natura customer-service or returns system.
Can 17TRACK use it?	No, unless it is separately paired with a carrier tracking number.
What it can and cannot prove	It identifies a service or return request, not physical parcel movement.

Gift / shared order link

Buyer-shared link, shipment email or consultant-shared information.

View all details for gift / shared order link

Looks like / example	Official URL or message link; avoid non-official shortened links.
Who issues it	Natura system, buyer or consultant, depending on route.
Can 17TRACK use it?	No; copy the carrier tracking number from the link if available.
What it can and cannot prove	It may show recipient-level shipment progress but not private payment data.

Consultant reference

Message from the Natura consultant or sales representative.

View all details for consultant reference

Looks like / example	Example only: consultant name plus order note. It is not a universal carrier format.
Who issues it	Consultant or related sales process.
Can 17TRACK use it?	No, unless it includes a carrier tracking number.
What it can and cannot prove	It helps identify the sale channel; it is not independent delivery proof.

Marketplace order ID

Relevant only if the product was bought from a third-party marketplace listing, not from Natura's official store.

View all details for marketplace order ID

Looks like / example	Depends on the marketplace used; do not treat it as a Natura official order number.
Who issues it	The marketplace where the buyer checked out.
Can 17TRACK use it?	Usually no; first obtain the carrier tracking number from the marketplace order page.
What it can and cannot prove	It identifies marketplace purchase history but may not give Natura direct access to the order.

Fulfillment, Sellers and Carriers

Natura delivery can vary by country, sales route, product availability and destination. If an official page does not list the carrier before shipping, treat the carrier as order-specific rather than assuming a fixed delivery company.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Official online store warehouse shipment

Natura or its contracted fulfillment/logistics partner.

View all details for official online store warehouse shipment

Typical carriers or delivery network	Carrier varies by order, region, item type and delivery option.
Who updates tracking	Natura updates the order page; the carrier updates shipment scans after acceptance.
Who handles delivery issues	Carrier handles local delivery attempts; Natura handles order-level support and replacement/refund review.
What the customer should check first	Order details for split shipments, delivery address and carrier tracking number.

Consultant-assisted order

Depends on the sales route and official fulfillment path used for that order.

View all details for consultant-assisted order

Typical carriers or delivery network	Varies by order and market; confirm from official order details or the consultant.
Who updates tracking	The official order system and carrier once the parcel is created and scanned.
Who handles delivery issues	Start with the consultant for order route clarity, then Natura or the carrier based on the issue.
What the customer should check first	Ask for the official order number and carrier tracking number, not only a purchase screenshot.

Split shipment

Natura or its logistics partners may ship items separately when operationally needed.

View all details for split shipment

Typical carriers or delivery network	Each package can have its own carrier or tracking number.
Who updates tracking	Each carrier updates its own parcel events.
Who handles delivery issues	Use the tracking number for the missing package, not the already delivered package.
What the customer should check first	Order line items and separate shipment sections in the account.

Third-party marketplace purchase

The marketplace seller or platform fulfillment service, not necessarily Natura.

View all details for third-party marketplace purchase

Typical carriers or delivery network	Marketplace-specific and seller-specific carrier selection.
Who updates tracking	The marketplace, seller and carrier.
Who handles delivery issues	Use the marketplace order page and seller support first because Natura may not control that checkout.
What the customer should check first	Seller name, platform order ID and carrier tracking number in the marketplace account.

Store pickup / pickup point

Only if offered for the specific market, order and destination.

View all details for store pickup / pickup point

Typical carriers or delivery network	May be a store, pickup partner or carrier location.
Who updates tracking	Natura order system and the pickup/delivery partner if integrated.
Who handles delivery issues	Pickup location for collection instructions; Natura for order eligibility and support.
What the customer should check first	Ready-for-pickup message, ID requirements and pickup deadline in official instructions.

Digital or service-only item

No physical parcel may be shipped.

View all details for digital or service-only item

Typical carriers or delivery network	No carrier tracking if no physical parcel exists.
Who updates tracking	Natura account or service system.
Who handles delivery issues	Natura customer service or the relevant service channel.
What the customer should check first	Email instructions, account messages and order type.

Tracking Statuses and Meanings

Natura order statuses, carrier shipment scans, return statuses and refund statuses are related but not identical. Use the table to decide who currently controls the next event.

Status Quick Lookup

Status shown

Lifecycle stage

Pending / order received

Order creation and payment validation.

View all details for pending / order received

What it usually means	Natura has an order request, but fulfillment may not have started.
Who is responsible now	Natura order system and payment channel.
What happens next	Payment approval, cancellation or processing.
What the customer should do	Check payment confirmation and order email.

Processing / preparing

Stock allocation and warehouse preparation.

View all details for processing / preparing

What it usually means	The order is being prepared but may not have carrier scans yet.
Who is responsible now	Natura or fulfillment partner.
What happens next	Shipment creation or customer-service contact if an issue occurs.
What the customer should do	Wait for shipment confirmation unless the official estimate is exceeded.

Shipped / dispatched

Shipment label or carrier handoff stage.

View all details for shipped / dispatched

What it usually means	A shipment has been created; first carrier scan may still be pending.
Who is responsible now	Natura until handoff; carrier after acceptance scan.
What happens next	Carrier pickup and in-transit scans.
What the customer should do	Try tracking again after scans appear; verify number and carrier.

In transit

Carrier network movement.

View all details for in transit

What it usually means	The parcel is moving through sorting, transport or regional delivery facilities.
Who is responsible now	Carrier or logistics partner.
What happens next	Arrival at destination area, out for delivery or exception.
What the customer should do	Monitor scans and compare with Natura's order estimate.

Out for delivery

Last-mile delivery attempt.

View all details for out for delivery

What it usually means	The parcel is with a local route for delivery that day or delivery cycle.
Who is responsible now	Last-mile carrier.
What happens next	Delivered, attempted delivery or rescheduled delivery.
What the customer should do	Check delivery instructions, access, reception desk and phone availability.

Delivered

Carrier marked the parcel delivered.

View all details for delivered

What it usually means	The carrier recorded completion at the address, pickup point or authorized location.
Who is responsible now	Carrier for delivery proof; Natura for order-level review if not received.
What happens next	Customer verifies receipt or opens support case if missing.
What the customer should do	Check delivery places, household members, building reception and proof-of-delivery details before escalating.

Pickup ready

Collection at pickup location if the order uses that route.

View all details for pickup ready

What it usually means	The parcel is available at the specified location.
Who is responsible now	Pickup location and Natura order system.
What happens next	Collected by customer or returned if not collected under the stated rules.
What the customer should do	Follow the official pickup message and bring required identification if instructed.

Exception / attempted delivery

Delivery blocked, failed or requires action.

View all details for exception / attempted delivery

What it usually means	Address issue, access problem, recipient unavailable, damaged shipment or routing hold.
Who is responsible now	Carrier for scan details; Natura for order correction where allowed.
What happens next	Reattempt, pickup, return to sender or support case.
What the customer should do	Read the carrier event and contact the responsible channel promptly.

Return in transit

Reverse logistics back to the return destination.

View all details for return in transit

What it usually means	The return parcel is moving through the carrier network.
Who is responsible now	Return carrier until received by the return center.
What happens next	Return received, inspection, exchange or refund review.
What the customer should do	Keep receipt and return tracking number.

Refund pending / processed

Financial after-sales stage, not parcel movement.

View all details for refund pending / processed

What it usually means	Natura or the payment channel is reviewing, approving or settling a refund.
Who is responsible now	Natura and payment provider, depending on stage.
What happens next	Refund approval, rejection, exchange, credit or payment-method settlement.
What the customer should do	Check the official return/refund case; do not use parcel tracking alone as proof of approval.

Delivery Time and Delay Factors

Use the delivery estimate shown at checkout or inside the official Natura order page. Public delivery timing can differ by postal code, stock location, sales route, carrier, holidays and payment approval.

Delivery Time & Delay Factors

Scenario/service

Typical timing source

Domestic official-store delivery

Checkout estimate and order details for the destination postal code.

View all details for domestic official-store delivery

What can delay it	Payment review, stock allocation, regional carrier capacity, address access and weather.
When tracking may update	After shipment creation and after the carrier scans the parcel.
Who to contact first	Natura before carrier acceptance; carrier after active scans for local delivery issues.
Important caveat	Estimated delivery dates should not be treated as guarantees unless the official terms say so for that order.

Cross-border or country-site purchase

The country-specific Natura site or seller/marketplace page used at checkout.

View all details for cross-border or country-site purchase

What can delay it	Export handoff, import customs, tax review, partner-carrier transfer and local delivery handoff.
When tracking may update	At export, customs release, destination carrier acceptance and final delivery scans.
Who to contact first	The seller or official site where the order was placed, then the carrier if a local tracking event requires action.
Important caveat	Do not assume Brazil-site delivery rules apply to another country site.

Consultant-assisted order

Official order record, consultant communication or customer-service confirmation.

View all details for consultant-assisted order

What can delay it	Order submission timing, payment confirmation, stock availability and shipment batching.
When tracking may update	After the official order system creates a shipment and the carrier accepts it.
Who to contact first	The consultant for route confirmation, then Natura support for official order issues.
Important caveat	A consultant's verbal estimate may not replace the official order estimate.

Pre-sale, backorder or unavailable item

Product page, checkout message or Natura order notification.

View all details for pre-sale, backorder or unavailable item

What can delay it	Inventory replenishment, product launch timing or substitution/cancellation review.
When tracking may update	Only after the item is released for fulfillment.
Who to contact first	Natura customer service or the consultant/seller path used for the order.
Important caveat	No carrier can track a parcel before a shipment exists.

Split package

Order details showing multiple shipments or multiple tracking numbers.

View all details for split package

What can delay it	Different warehouse locations, different carrier routes or separate item availability.
When tracking may update	Each package updates independently.
Who to contact first	Natura for missing item allocation; carrier for a package that has active scans.
Important caveat	One delivered package does not mean every item in the order has arrived.

Pickup point or store collection

Ready-for-pickup message and official pickup instructions.

View all details for pickup point or store collection

What can delay it	Transfer to location, location operating constraints or identity-verification issues.
When tracking may update	When the location receives and marks the order ready.
Who to contact first	Pickup location for collection instructions; Natura for order eligibility or cancellation.
Important caveat	Pickup options are conditional and not available for every order.

Holiday or campaign peak

Natura checkout estimate and carrier tracking events during the period.

View all details for holiday or campaign peak

What can delay it	High order volume, warehouse queues and carrier backlogs.
When tracking may update	Scans may batch or appear after sorting facility processing.
Who to contact first	Natura if the official order estimate passes without shipment; carrier if the package is already active.
Important caveat	Tracking gaps during peak periods do not automatically mean the parcel is lost.

Common Problems and Next Steps

The right escalation path depends on whether the problem is still inside Natura's order system, inside a consultant/seller route, or already inside the carrier network.

Problem & Next Step

Problem shown

Check first

No tracking number

Order status, shipment email and whether the order is still processing.

View all details for no tracking number

Likely cause	Shipment not created, carrier handoff pending, guest route or consultant-assisted route.
Immediate action	Wait for the shipment notice and check the official order page again.
When to escalate	When the official dispatch or delivery estimate is exceeded without shipment information.
Who to contact	Natura support or the consultant/seller route used for purchase.

Tracking number not working

Exact number, carrier name and first scan timing.

View all details for tracking number not working

Likely cause	Wrong identifier, inactive label, carrier not yet scanned, or unsupported private logistics ID.
Immediate action	Copy the number without spaces or punctuation changes and try the listed carrier site and 17TRACK.
When to escalate	If Natura says shipped but the number remains inactive after normal carrier acceptance time for that route.
Who to contact	Natura for number validation; carrier if the number is recognized but stuck.

Order says shipped but no scans

Whether the status is label created, dispatched or accepted by carrier.

View all details for order says shipped but no scans

Likely cause	Carrier has not scanned the parcel or scan feed has not synchronized.
Immediate action	Recheck after the first carrier processing cycle and confirm the carrier.
When to escalate	If the official delivery estimate is approaching with no carrier acceptance event.
Who to contact	Natura first, because the carrier may not recognize the shipment before acceptance.

Package stuck

Latest tracking event, location, scan age and delivery estimate.

View all details for package stuck

Likely cause	Sorting delay, missed scan, line-haul transfer, regional backlog or exception.
Immediate action	Check carrier site for more local detail and compare with the Natura estimate.
When to escalate	When tracking shows an exception or no movement beyond the carrier's expected window for that route.
Who to contact	Carrier for active transport detail; Natura if loss, replacement or refund review is needed.

Delivery attempted

Carrier notice, access issue, recipient availability and pickup instructions.

View all details for delivery attempted

Likely cause	No one available, address access blocked, security gate, wrong phone or pickup required.
Immediate action	Follow carrier reattempt or pickup instructions and prepare ID if required.
When to escalate	If the carrier is returning the parcel or the address is wrong.
Who to contact	Carrier for reattempt/pickup; Natura for address/order correction if permitted.

Address problem

Shipping address in order details and carrier exception text.

View all details for address problem

Likely cause	Incomplete address, wrong postal code, access restriction or failed recipient contact.
Immediate action	Do not create duplicate support requests; contact the responsible channel with the correct address.
When to escalate	Immediately if the parcel is at risk of return to sender.
Who to contact	Carrier if in delivery network; Natura if the order needs official correction or replacement review.

Customs hold

Whether the order is cross-border and what the carrier event requests.

View all details for customs hold

Likely cause	Import review, tax assessment, missing recipient data or customs inspection.
Immediate action	Follow the carrier or customs instruction only through official channels.
When to escalate	If documentation is missing or the parcel is being returned.
Who to contact	Seller/official site for commercial documents; carrier for clearance instructions.

Delivered but not received

Delivery place, household, reception, neighbor, photo, proof of delivery and carrier event.

View all details for delivered but not received

Likely cause	Safe-place delivery, building reception, neighbor receipt, early scan, wrong address or misdelivery.
Immediate action	Check all likely delivery locations, ask household/building staff, review proof of delivery and contact the carrier for local delivery details.
When to escalate	If the parcel cannot be found after checking local evidence and the carrier event conflicts with reality.
Who to contact	Carrier for proof; Natura support for investigation, replacement or refund review where eligible.

Split shipment missing item

Each order line and each package tracking number.

View all details for split shipment missing item

Likely cause	One package delivered while another remains processing or in transit.
Immediate action	Track the missing item's shipment rather than the delivered shipment.
When to escalate	If all shipments show delivered but an item is missing.
Who to contact	Natura support with order number, photos and package labels.

Seller did not ship

Whether the order was from Natura, a consultant, or a third-party marketplace.

View all details for seller did not ship

Likely cause	Payment issue, stock issue, consultant route delay or marketplace seller non-dispatch.
Immediate action	Use the order platform where you paid to request shipping status.
When to escalate	When the platform's dispatch deadline or official estimate has passed.
Who to contact	Natura for official orders; marketplace or seller for marketplace checkout.

Wrong item or damaged package

Photos, invoice, packing label, product codes and condition at receipt.

View all details for wrong item or damaged package

Likely cause	Picking error, transit damage or marketplace seller issue.
Immediate action	Document the problem before discarding packaging and open the official support/return path.
When to escalate	As soon as discovered, because return and evidence windows can be limited by policy.
Who to contact	Natura support for official orders; marketplace seller/platform for marketplace orders.

Lost package

Last scan, delivery estimate, carrier investigation options and Natura order case.

View all details for lost package

Likely cause	Carrier loss, misroute, unresolved exception or return-to-sender.
Immediate action	Gather tracking evidence and contact the carrier or Natura based on current custody.
When to escalate	When carrier tracking indicates loss, return, or no movement beyond expected investigation thresholds.
Who to contact	Natura for replacement/refund review; carrier for tracking investigation details.

Return not updating

Return receipt, return tracking number and drop-off date.

View all details for return not updating

Likely cause	Return carrier has not scanned, label not used, or tracking feed delay.
Immediate action	Keep the drop-off proof and check the carrier site and 17TRACK.
When to escalate	If the return carrier cannot locate the parcel or the return deadline is affected.
Who to contact	Return carrier for parcel movement; Natura for return case status.

Refund pending

Return case, refund approval message and payment method.

View all details for refund pending

Likely cause	Return inspection pending, refund approval pending or payment-channel posting delay.
Immediate action	Check the official Natura return/refund case and payment statement.
When to escalate	When Natura's official refund communication or payment-method timing has been exceeded.
Who to contact	Natura support first; payment provider only after refund is confirmed as processed.

Returns, Exchanges and Refunds

Return tracking shows the reverse parcel journey. Refund status shows whether Natura or the payment channel has approved and processed money movement. 17TRACK can help with the return parcel tracking number, but it cannot decide refund eligibility.

Returns & Refunds

Scenario

Where to start

Return request

Natura account, official help/atendimento channel or order support page.

View all details for return request

Who can start it	The buyer or authorized account holder for an eligible order.
Identifier needed	Order number, account contact, product details and reason.
Return shipping/tracking	Use the return label or official reverse-logistics instruction if provided.
Refund timing dependency	Depends on return receipt, inspection, approval and payment method.
Important limitation	Eligibility, deadlines and conditions must be checked on the official Natura policy for the country and order.

Exchange request

Official Natura support or return/exchange flow where available.

View all details for exchange request

Who can start it	Buyer or authorized account holder.
Identifier needed	Order number, item details, photos if damaged or wrong item.
Return shipping/tracking	Track the returned item and any replacement shipment separately.
Refund timing dependency	Exchange timing may depend on stock and return acceptance rather than refund settlement.
Important limitation	Not every return reason or product may qualify for exchange.

Cancellation before shipment

Natura order details or customer-service channel.

View all details for cancellation before shipment

Who can start it	Buyer or authorized account holder if the order stage allows cancellation.
Identifier needed	Order number and account verification.
Return shipping/tracking	No return tracking if no parcel shipped.
Refund timing dependency	Depends on payment authorization and payment method after cancellation approval.
Important limitation	Once fulfillment or carrier handoff begins, cancellation may not be possible and return may be required.

Return label or reverse logistics

Official return instructions or customer-service message.

View all details for return label or reverse logistics

Who can start it	Buyer after return approval or as allowed by the self-service flow.
Identifier needed	Return authorization, order number and return tracking number once posted.
Return shipping/tracking	Use the carrier number from the return label or receipt with 17TRACK if supported.
Refund timing dependency	Refund review usually depends on successful return receipt and processing.
Important limitation	Using a different shipping method than instructed can complicate proof of return.

Refund status

Natura return/refund case and original payment method statement.

View all details for refund status

Who can start it	Natura after cancellation, return approval or customer-service decision.
Identifier needed	Order number, return case ID and payment method reference if requested.
Return shipping/tracking	Useful evidence if refund depends on returned item receipt.
Refund timing dependency	Approval, inspection and payment network posting.
Important limitation	A delivered return scan does not automatically mean the refund is approved.

Gift return

Buyer-shared order information or official support route.

View all details for gift return

Who can start it	Often the buyer or recipient with enough authorized order information, depending on policy.
Identifier needed	Order number, gift receipt or buyer-shared details.
Return shipping/tracking	Track any return parcel with the return carrier number.
Refund timing dependency	Refund may go to the original payment method unless an official alternative is offered.
Important limitation	Private payment details may be restricted to the buyer.

Marketplace return

The marketplace account where the purchase was made.

View all details for marketplace return

Who can start it	The marketplace buyer through the marketplace rules.
Identifier needed	Marketplace order ID, seller name and carrier tracking number.
Return shipping/tracking	Use the marketplace-provided label or carrier number.
Refund timing dependency	Marketplace seller/platform decision and payment process.
Important limitation	Natura may not control a third-party marketplace checkout even if the product brand is Natura.

Cross-border return

Country-specific Natura site, seller or marketplace instructions.

View all details for cross-border return

Who can start it	Buyer according to the country-specific policy and customs requirements.
Identifier needed	Order number, return authorization, customs documents if required.
Return shipping/tracking	Track the return carrier and keep customs/drop-off evidence.
Refund timing dependency	International transit, customs clearance, receipt and inspection.
Important limitation	Return address, cost responsibility and customs rules must not be assumed from another market.

Customer Service and Escalation

Prepare the order number, tracking number, account email or phone, shipping address, latest tracking event, photos, invoice, product details, return label and case ID before contacting support. Do not share sensitive payment data with unofficial links.

Customer Service

Channel

Best for

Natura account order details

Checking official order status, shipment links and available self-service actions.

View all details for Natura account order details

Where to access	https://www.natura.com.br account and order area.
Information to prepare	Login, order number, email/phone used at checkout.
Who should use it	Buyers of official Natura online orders.
Important limitation	Account access may not show orders placed through a different account, consultant or marketplace.

Natura atendimento / help center

Order problems, returns, exchanges, refunds and policy guidance.

View all details for Natura atendimento / help center

Where to access	https://www.natura.com.br/atendimento
Information to prepare	Order number, tracking number, CPF/account data if requested by official flow, photos and case history.
Who should use it	Buyers needing order-level help that the carrier cannot resolve.
Important limitation	Use current official pages for phone, chat, forms or service hours; do not rely on outdated copied numbers.

Consultant contact

Orders placed through a Natura consultant or shared selling route.

View all details for consultant contact

Where to access	The communication channel used to place the order or official consultant page if provided.
Information to prepare	Consultant name, order reference, payment proof through official means and delivery address.
Who should use it	Buyers who did not place the order directly in their own official account.
Important limitation	Escalate to official Natura support when the issue needs formal refund, replacement or policy review.

Carrier support

Delivery attempts, pickup instructions, proof of delivery and local address access issues.

View all details for carrier support

Where to access	Carrier website or official contact channel shown in the tracking event.
Information to prepare	Carrier tracking number, recipient name, postal code, latest event and delivery notice.
Who should use it	Recipients whose package already has carrier scans.
Important limitation	Carrier support cannot decide Natura refunds or exchanges.

Marketplace message center

Orders where Natura products were purchased from a third-party marketplace, not the official Natura checkout.

View all details for marketplace message center

Where to access	The marketplace order page where payment was made.
Information to prepare	Marketplace order ID, seller name, tracking number, product listing and photos.
Who should use it	Marketplace buyers and recipients with platform-issued order IDs.
Important limitation	Natura may not have direct control over a marketplace seller's order record.

17TRACK support resources

Understanding tracking lookup behavior and carrier-number tracking.

View all details for 17TRACK support resources

Where to access	17TRACK tracking page and API documentation.
Information to prepare	Carrier tracking number and carrier name if known.
Who should use it	Buyers, sellers and merchants needing parcel scan visibility.
Important limitation	17TRACK cannot edit Natura orders, issue refunds or contact the delivery driver.

Seller, Marketplace and Buyer Responsibility

Natura is not handled here as an open marketplace. This section applies when a buyer purchased a Natura product from a third-party marketplace or through a consultant-assisted route. The checkout platform controls many order and refund rights.

Marketplace Responsibility

Issue

Buyer action

Seller has not shipped

Use the checkout platform or consultant route to request dispatch status.

View all details for seller has not shipped

Platform role	Shows seller order deadlines and dispute tools if purchased on a marketplace.
Seller role	Confirms stock and ships or cancels according to the platform rules.
Carrier role	No role until a parcel is handed over and scanned.
Evidence to keep	Order ID, messages, payment confirmation and promised dispatch date.

Wrong tracking provided

Ask the seller/platform to validate the number and carrier.

View all details for wrong tracking provided

Platform role	May require sellers to upload valid tracking.
Seller role	Must provide a correct parcel reference for the buyer's order.
Carrier role	Can confirm whether a number exists and destination details if allowed.
Evidence to keep	Tracking screenshots, carrier error messages and seller replies.

Item not received

Check carrier proof, then open platform or Natura support case based on purchase route.

View all details for item not received

Platform role	Handles buyer protection or dispute process if applicable.
Seller role	Provides shipping proof and responds to the claim.
Carrier role	Provides delivery scan and proof-of-delivery details.
Evidence to keep	Tracking events, delivery location checks and communication history.

Item not as described

Document product, packaging and listing/order details before returning.

View all details for item not as described

Platform role	May decide dispute outcome for marketplace purchases.
Seller role	Responds to description, authenticity, condition or wrong-item claim.
Carrier role	Usually not responsible unless transit damage is involved.
Evidence to keep	Photos, invoice, lot/product details, listing page and unboxing condition if relevant.

Return dispute

Use the official return label and keep tracking proof.

View all details for return dispute

Platform role	May review return eligibility and seller response.
Seller role	Receives, inspects and responds according to policy.
Carrier role	Shows return movement and delivery to return address.
Evidence to keep	Return label, drop-off receipt, tracking number and photos before shipment.

Delivery scan conflict

Collect carrier proof and compare with address and recipient evidence.

View all details for delivery scan conflict

Platform role	Uses evidence to decide buyer/seller claim if marketplace purchase.
Seller role	Provides shipment proof and may open carrier investigation.
Carrier role	Provides scan location and proof details where available.
Evidence to keep	Proof of delivery, building records, timestamped messages and address confirmation.

Refund after delivery failure

Wait for official return-to-sender or lost-package review before assuming refund.

View all details for refund after delivery failure

Platform role	May decide buyer protection or refund eligibility under platform rules.
Seller role	Confirms parcel return, loss or replacement options.
Carrier role	Documents failed delivery, return or loss event.
Evidence to keep	Failed-attempt events, return-to-sender scans, support case ID and messages.

Brand App, Notifications and Delivery Options

Natura account, app and notification features can differ by country and account type. Treat any delivery option as available only when it appears in the official checkout, order page or message for your order.

App, Notifications and Delivery Options

Feature

Use case

Natura account notifications

Receive order, shipment or delivery updates when enabled and supported.

View all details for Natura account notifications

Where to enable	Account settings, checkout contact fields or official app if available.
When it appears	After order creation, shipment creation or delivery-status changes.
What it can change	It can alert you sooner to status changes.
Limitations	It may not update faster than the carrier scan feed.

Email / SMS order messages

Useful backup for guest orders and shipment links.

View all details for email / SMS order messages

Where to enable	Contact information entered at checkout or account preferences.
When it appears	Order confirmation, shipment notification or support communication.
What it can change	It can provide a link or number even when the buyer is not logged in.
Limitations	Messages can be filtered, delayed or sent to the buyer rather than the recipient.

Delivery instructions

May help carriers complete delivery where supported.

View all details for delivery instructions

Where to enable	Checkout, order page or carrier page only when offered.
When it appears	Before shipment or during carrier delivery management, depending on route.
What it can change	It may guide access, reception or delivery preference.
Limitations	Not all carriers accept changes after shipment; high-value or restricted deliveries may require standard procedures.

Pickup point / store collection

Collect an eligible order from an approved location.

View all details for pickup point / store collection

Where to enable	Checkout or official order flow when available for the location.
When it appears	During delivery-method selection or after ready-for-pickup notification.
What it can change	It changes final delivery from home delivery to collection.
Limitations	Availability, collection deadline and ID requirements depend on the official instructions.

Reschedule or reattempt

Handle missed delivery after a carrier attempt.

View all details for reschedule or reattempt

Where to enable	Carrier page, delivery notice or official support route if the carrier allows it.
When it appears	After an attempted delivery or exception event.
What it can change	It may change reattempt timing or pickup instructions.
Limitations	Natura may not be able to change a parcel already moving through carrier return procedures.

Business, Seller or Developer API

Current public official Natura order tracking API documentation for general shoppers is not confirmed. Businesses that need shipment visibility should use carrier tracking numbers and documented logistics APIs such as the 17TRACK API shown below.

Developer/API Comparison

Option

Primary use

Natura public order tracking API

Current public official order tracking API not confirmed for general external use.

View all details for Natura public order tracking API

Provider	Natura, if offered under a private or partner program.
Order/tracking coverage	Not publicly confirmed for open tracking integration.
Authentication/access	Not publicly confirmed.
Webhook/batch capability	Not publicly confirmed.
Current documentation	Use official Natura business or help channels for partner-specific access.
Important limitation	Do not build integrations by scraping private customer order pages.

17TRACK API

View all details for 17TRACK API

Provider	17TRACK.
Order/tracking coverage	Carrier tracking numbers and supported tracking events, not Natura order numbers.
Authentication/access	17token header with API key.
Webhook/batch capability	Use current 17TRACK documentation for supported endpoints and account capabilities.
Current documentation	https://api.17track.net/en/doc
Important limitation	If a user only has a Natura order number, they need to obtain the carrier tracking number first.

Carrier API or carrier portal

Direct tracking with the assigned delivery company when a merchant has a carrier contract.

View all details for carrier API or carrier portal

Provider	The carrier assigned to the order.
Order/tracking coverage	Only shipments handled by that carrier.
Authentication/access	Carrier-specific credentials or contract access.
Webhook/batch capability	Depends on carrier documentation.
Current documentation	Carrier official developer or business documentation.
Important limitation	Multiple carriers require multiple integrations unless using an aggregator such as 17TRACK.

FAQ

Basic FAQs

1. How do I track my Natura order?

Sign in to your Natura account, open your order details, and use any carrier tracking number shown there on the carrier website or 17TRACK.

2. Where do I find my Natura tracking number?

Look in the Natura order details, shipment confirmation email, SMS, app notification or consultant message, depending on how the order was placed.

3. Can I track a Natura order with only the order number?

Usually you can use the Natura order number with Natura support or the official account page, but 17TRACK normally needs the carrier tracking number.

4. Why does my Natura order have no tracking number yet?

The order may still be processing, waiting for carrier handoff, split into multiple shipments or linked to a consultant-assisted purchase route.

5. Why is my Natura tracking number not updating?

Tracking may not update until the carrier scans the parcel, and scan feeds can lag during transfers, holidays, campaign peaks or local delivery processing.

6. How long does Natura delivery take?

Use the delivery estimate shown at Natura checkout or in your official order details, because timing varies by postal code, stock, route and carrier.

7. What should I do if Natura says delivered but I did not receive it?

First check delivery locations, household members, reception, neighbors, photos or proof of delivery, then contact the carrier and Natura support with the evidence.

8. Can I track a Natura return on 17TRACK?

Yes, if your return label or drop-off receipt provides a carrier tracking number supported by 17TRACK.

9. Does return tracking prove my Natura refund is approved?

No, return tracking only shows parcel movement; refund approval depends on Natura's return review and the payment method.

10. How do I contact Natura about an order?

Use the official Natura account order page or atendimento/help center, and prepare the order number, tracking number, account contact and photos if relevant.

Expert FAQs

11. Is Natura a marketplace like Amazon for tracking purposes?

No, Natura should not be assumed to use Amazon-style marketplace tracking rules, although consultant-assisted sales and third-party marketplace purchases can create different responsibility paths.

12. What happens if a Natura order is split into more than one package?

Each package may have a separate shipment status and tracking number, so track the specific package that contains the missing item.

13. Can 17TRACK see private Natura order details?

No, 17TRACK can display available carrier tracking events but cannot access private Natura account pages, invoices, payment details or refund decisions.

14. What should a gift recipient do to track a Natura package?

A gift recipient should ask the buyer for the official tracking link or carrier tracking number, because private order and payment details may stay with the purchasing account.

15. Who is responsible after a Natura package enters the carrier network?

The carrier controls transport scans and delivery attempts, while Natura remains responsible for order-level support, replacement or refund review according to policy.

16. What if I bought a Natura product on another marketplace?

Use that marketplace order page, seller message center and dispute process first, because Natura may not control the checkout, shipment or refund record.

17. Does Natura publish a public order tracking API?

A current public official Natura order tracking API for general external use is not confirmed, so integrations should not rely on scraped account pages.

18. Can a business use the 17TRACK API for Natura parcels?

Yes, a business can use the 17TRACK API with carrier tracking numbers for Natura-related parcels, but not with Natura order numbers alone.

Tracking API

POST https://api.17track.net/track/v2.4/register
Headers:
  17token: YourKey
  Content-Type: application/json

Body:
[
  {
    "number": "TRACKING_NUMBER"
  }
]

Important:
Use the carrier tracking number for a Natura parcel.
Do not send a Natura order number, payment number, invoice number or internal case ID unless it is also a carrier-recognized tracking number.