FAQs
What is Strands with Benefits?
Strands with Benefits is the name of our new loyalty + rewards program. We want to reward you for starting your hair care journey with us and spreading the word about NatureLab. TOKYO along the way!
What do I get for joining?
You get 50 points just for signing up—that's enough to redeem your first reward!
Depending on your tier, you will receive different perks and rewards.
Regardless of which tier you fall into, you will get the following benefits:
- Be the first to know about all our future sales and promotions
- Earn points for every dollar spent
- Birthday gift
- Anniversary reward
- Receive 20% off every time you successfully refer a friend
*Please note: Points can not be earned when purchasing a gift card.
What is the difference between tiers?
We have three different tiers: bronze, silver, and gold. We have a chart listed above for your reference.
There you can see the different tiers and all the perks and rewards associated with each one.
How long do I stay in each tier?
That's completely up to you!
Once you reach the threshold for each tier, you will stay in that tier for one year from that date.
You can immediately take advantage of the benefits of that new tier. If you want to move up to the next tier, you just need to complete earning activities or make a new purchase.
Can I combine my offers?
Unfortunately, you can’t use a promo code and your reward points at the same time. But, good news! You can combine all of your reward points and use them at once.
Do points expire?
Points expire after your account has been inactive for 2 years.
How do I earn more points?
There are several ways to earn points beyond making a purchase.
- Leaving reviews - share your feedback and earn points
- Referring a friend - receive points when they make their first purchase
- Following on social media - you get points
- Birthday + Anniversary rewards - we celebrate by giving you points
- Surprise rewards - we love to show our appreciation by giving you special rewards, just because
Where do I check how many points I have?
You just need to log into your account and go to the rewards tab. To redeem your points, you must be signed in.
How can I use my points?
You can use your points to unlock free products, exclusive discounts, free shipping, and more! Redeem them right away or save up for even bigger rewards.
How many points can I use on my order?
Once your order reaches $30, you can use as many points as you like on your order.
Please note, if you redeem your points and your order total goes below the minimum threshold for free shipping, you will need to pay the cost of shipping. Unfortunately, points cannot be applied to shipping costs.
Why aren't my points showing up?
It takes up to 24 hours for your points to show up. Haven't seen a confirmation email from us? Please check your spam.
*Note: Birthdays must be shared 30 days prior to the date. If your birthday falls within the next 30 days, please reach out to our customer service team at help@naturelab.com, and we can add your birthday to our system.
What happens to my points if I return an item?
If you return a product, the points earned from that purchase will be deducted from your balance.
What makes a successful referral?
When the person you refer to NatureLab. TOKYO makes a purchase of $30 or more, you’ll get a 20% code added to your account. Please note, it may take up to 48 hours for the discount to be available on your account. If it’s been over 48 hours, then feel free to contact us. There’s no limit to how many people you refer, so keep spreading the word and earning credit! Giving is receiving!
What if I forget my password?
Don't worry, it's easy to fix! Head over to the account page and hit "forgot password." Enter your email and you’ll receive an email shortly after with the option to update your password.