Customer reviews of Cura naturale

Hello Ilona, having paid for express delivery with a commitment before 1 PM the next day and not seeing it respected is a disappointment that we completely understand.

This commitment was not upheld for your order, and we know that. The workshop is currently undergoing a deep reorganization to restore reliability to our timelines, and we will communicate publicly very soon on this matter.

The point on the express delivery method you paid for deserves to be looked at specifically. Please write to us at [email protected] with your order number and the mention URGENT in the subject line, we will get back in touch to review with you.

Have a sweet day!

Hello Estelle, thank you for this feedback, and we are sorry for this incorrect pickup point, 40 minutes of driving to retrieve a package is really not the experience we want you to have. However, we are glad that everything arrived complete. Write to us at [email protected] with your order number so we can check what happened with the carrier regarding the delivery. Enjoy discovering the products, we hope they will meet your expectations.

Have a nice day

Hello Carole, thank you for sharing your feelings, and we understand that receiving leaking bottles may have disappointed you.

As we discussed together, these leaks are of mechanical origin at the time of packaging, sometimes due to insufficient tightening of the cap at the end of the line combined with the shocks of transport, with no issues of sealing or preservation of the contents of our products. To prevent this inconvenience from happening again, we will soon be completely evolving our packaging.

As agreed, two solutions are offered to you. Either a refund in the form of a voucher with no expiration date, in which case you keep your bottles, as the product inside remains perfectly usable. Or the return of the bottles for a refund to your original payment method. We remain at your disposal by email at [email protected] to finalize the option that suits you.

Have a nice day.

Hello Caroline, we are sincerely sorry for this situation, not receiving your order and being left without news, it is completely understandable that this has disappointed you.

To be transparent with you: our commitment is to ship any order placed before 1 PM on a working day the same day, and for several months we have not been able to consistently meet this promise. This is a situation we take very seriously, and a deep reorganization is currently underway to resolve this issue at its root and restore the reliability that our deadlines deserve. We will communicate publicly very soon about the upcoming changes.

This does not excuse the lack of news regarding your order, and we want to resolve this as quickly as possible with you. Write to us at [email protected] with the subject URGENT and your order number, we will immediately resume tracking to locate your package and find a solution.

Have a nice day

Hello Lucile, thank you for taking the time to share your feelings, and we are sincerely sorry that the Joint Comfort Clay did not bring you the expected results. For joint issues, clay works in alternation with Joint Comfort Oil, never on the same day, and it is the regularity over several weeks that makes the difference, as the effect is not immediate. We would really like to understand your situation and see how we can better support you. Write to us at [email protected], we would be happy to discuss with you to adjust the protocol to your horse's profile.

Have a nice day

Hello, thank you for your feedback and we are happy to hear that you like the products

Regarding shipping times, we are going through a period of growth faster than anticipated, amplified by the success of our seasonal editions. A new recruit has joined the workshop to restore our usual shipping promises as soon as possible.

Have a nice day

Hello Céline, we read your feedback with real surprise, as all the reviews left on the anti-fly range testify to an effectiveness that our clients highlight season after season. A total lack of results is really not an experience we understand without more context.

The main active ingredient in our repellent range is Java lemongrass, hydrated and cyclized. This process stabilizes the active molecules naturally present in the plant, which are among the most scientifically studied natural repellent molecules for biting insects. The transformation we use allows for a more prolonged and stable action than raw essential oil. Therefore, the performance of the products cannot be called into question in terms of formulation; it is generally in the usage modalities that the discrepancies in results lie.

Several essential parameters condition the actual effectiveness. For the Spray Repellent, since the formula is biphasic, the bottle must be shaken very vigorously before each use to properly mix the two phases and release the actives. This is often a neglected but crucial step. The quantity must be generous, in mist over the entire coat, and the frequency must be daily during peak season, with systematic renewal after showering, sweating, or rain. For the Repellent Oil, the recommended rhythm is every 3 days on the most attacked areas, in addition to the spray and not as a replacement. The range is designed to work in complete synergy: Spray Repellent on large areas daily, Repellent Oil and Natural Clay in alternation on very exposed areas, Repellent Shampoo during showers. Used in isolation or irregularly, the results are significantly less convincing, just like with any repellent on the market.

Additionally, there are external factors: pest pressure varies greatly depending on regions and years, some humid areas or those close to water experience particularly intense attacks, and some horses attract more than others due to their metabolism.

To truly understand what happened and find a solution adapted to your situation, we would be delighted to discuss with you. Write to us at [email protected] specifying your protocol, your region, and the pest pressure you are experiencing, our customer service team will respond to you personally.

Have a nice day

Hello Marjorie, thank you for your order and we understand your wait.

Our workshop is experiencing significant growth which occasionally extends our shipping times, but our promise remains same-day shipping for any order placed on a business day before 1 PM. A new recruit is joining the team and we will be fully up to date very soon.

For precise tracking of your package, write to [email protected] with your order number, our customer service team will get back to you within 24 hours with a clear response regarding the delivery.

Have a nice day

Hello,

Thank you for your feedback, and I am truly sorry to hear about this bad experience with this order. Several points deserve serious attention.

Regarding the scent of the Joint Comfort Oil, a rancid smell is not normal and does not correspond to what we expect from our products. This is likely a defect with this specific bottle that we absolutely need to be informed about so we can address the issue. Could you please write to us at [email protected] including your order number and a description of the problem? The team will handle the replacement and will escalate it to the workshop to check the concerned batch.

Regarding the Repellent spray that your dog avoids, this is genuine feedback we hear. Some dogs are indeed more sensitive to the smells of repellent solutions. A tip that works well in this case: spray into the palm of your hand and then apply directly to the coat, which helps avoid the noise of the spray that can be disturbing and allows for better control of the application area. For hard-to-reach areas and areas where ticks attach (ears, around the eyes, inner thighs, base of the tail), the Repellent Oil applied specifically may be more relevant, as it is gentler to apply than a spray.

Regarding effectiveness against ticks, several factors can play a role: parasitic pressure in the area, frequency of application, application areas. Protection with our products requires consistency and a comprehensive approach, and it is not suitable for all intense parasitic pressures. Please feel free to get back to me with more details about your dog's environment and the frequency of application, and I can guide you more precisely.

Regarding the delays, I completely understand your frustration and thank you for your patience.

Have a nice day.

Hello,

Thank you for this feedback, even critical it is valuable for us to help improve.

Can you tell us a bit more about what you specifically felt was missing? Product information, order tracking, responsiveness, post-purchase communication... This helps us identify the areas to prioritize for improvement. You can write to us at [email protected], your feedback will be carefully read by the team.

Have a nice day

Hello, thank you for your feedback, and we completely understand your disappointment. Choosing an express delivery option and not having it respected is legitimately frustrating, this point deserves us to look at your case in detail.

Write to us at [email protected] with your order number, the customer service team will review your situation individually to understand what happened and find the right solution with you.

Have a nice day

Hello,

Thank you for your feedback and for your trust in our products, it really means a lot to us!
Regarding the delays, we are sincerely sorry. An information banner was indeed displayed on our site to warn our customers about the extended delays. We have gone through an exceptional growth period that we did not anticipate at this scale, amplified by the success of our seasonal editions and our promotional offer. Behind each order, there is a small passionate team that formulates, produces, and ships itself, without intermediaries. This proximity is our strength, but it has its limits when growth accelerates faster than we anticipated. We cannot predict success. We can only do our best to adapt, and that is exactly what we are doing. Our new recruit has just joined the workshop and our entire team is mobilizing every day to restore our usual shipping times as quickly as possible.
We hope to offer you a much better delivery experience on your next order.

Have a nice day.

Hello, thank you for your loyalty and we are pleased to hear that the products continue to have their effect, even though we understand that these two delivery experiences did not meet your expectations.

Our workshop is going through a nice growth period amplified by the success of the recent seasonal editions, which has temporarily extended our usual deadlines. An information banner was displayed on the site so that everyone could place orders with full knowledge of the situation.

Good news, a new recruit has been in training for a week, so our usual deadlines will very quickly be restored and we will fully return to our promise of shipping within 24 hours for any order placed before 1 PM on business days.

Have a nice day

Hello, thank you for your feedback, and we are pleased to hear that the products suit you despite the disappointment with this order.

Regarding the delays, we completely understand your frustration. Our workshop is going through a nice growth period amplified by the success of the recent seasonal editions, which has temporarily extended our usual deadlines. An information banner was displayed on the site during this period so that everyone could place orders with full knowledge of the situation, which is also why we did not apply any individual commercial gesture: the situation affected all orders in the same way.

Good news, a new recruit has been in training for a week, so our usual deadlines will very quickly be restored and we will fully return to our promise of shipping within 24 hours for any order placed before 1 PM on business days.

Have a nice day

Hello,

Thank you for your feedback and we sincerely apologize for this delay which does not reflect our usual standards.
We would like to clarify: an information banner was indeed displayed on our site to warn our customers about the extended delays before they placed their order. We are nonetheless sorry if it was not sufficiently visible at the time of your purchase.
We have gone through an exceptional growth period that we did not anticipate at this scale, amplified by the success of our seasonal editions and our promotional offer. The volume of orders has exceeded the capacity of our workshop and we are sincerely sorry for that. Before hiring, we needed to have enough hindsight to confirm that this growth was sustainable. It is now evident and our new recruit has just joined the workshop. Our entire team is doing its utmost to restore our usual shipping times as quickly as possible.
We sincerely hope to offer you a much better experience on your next order.

Have a nice day.

Hello,

Thank you for your feedback, and we understand your disappointment, a one-month delay is indeed unacceptable, it is very far from our standard and we are sincerely sorry.

Our promise remains to ship any order placed before 1 PM on a business day the same day. We are currently going through a nice growth period, amplified by the success of our latest seasonal editions, and we are adjusting the team to fully regain this pace. A new recruit will join us very soon, and everything is being put in place to ensure that this type of delay does not happen again.

We would really be happy to restore your trust. If you wish, write to [email protected] mentioning your order number, the team will see what can be done to assist you with a future order.

Have a nice day

Hello,

Thank you for your feedback, and we are happy to read that the product is effective.

Regarding the delivery time, you are absolutely right, more than 15 days is very far from our standard and we are sincerely sorry. Our promise remains to ship any order placed before 1 PM on a business day the same day. We are currently going through a nice growth period, amplified by the success of our latest seasonal editions, and we are adjusting the team to fully regain this pace. A new recruit will join us very soon, everything is being put in place to ensure that this type of delay does not happen again.

Have a nice day

Hello,

Thank you for this complete and nuanced feedback.

Regarding the Mondial Relay delivery, this route is clearly abnormal and we are sorry. This type of situation unfortunately depends on the carrier but it is feedback that we will escalate.

Regarding the clay for damaged hooves, its fibrous texture well soaked in formula is completely normal, it is precisely what allows it to act deeply at the bottom of the cavities. For better hold, some practical tips: clean and dry the hoof thoroughly before any application, fill small gaps one by one deeply in the recesses, and let dry for a few minutes before the horse returns to the pasture. It is exactly the same logic as for the hoof sanitizing clay, which must also be applied at the beginning of grooming to take advantage of the drying time before going out. These few minutes make all the difference in effectiveness.

We are pleased, however, that the hair regrowth gel and tendon support oil are satisfactory.

Have a nice day

Hello,

Your disappointment is completely legitimate and we do not minimize it. This delay does not correspond to our usual promise and we are sincerely sorry.

We went through an exceptional growth period that we did not anticipate, amplified by the success of our seasonal editions and our ongoing promotional offer. This is not an excuse but a reality that we fully acknowledge. A new recruit will soon join our workshop, hiring is in progress, so that this situation does not happen again.

We hope that the products will meet your expectations and that your next experience will be very different.

Have a nice day

Hello,

Your dissatisfaction is legitimate and we do not minimize it.

We are going through an exceptional growth period that we did not anticipate at this scale, combined with the success of our launches and promotional offers. This is not an excuse but a reality that we fully acknowledge. A new recruit will be arriving very soon at the workshop to restore our usual shipping promise.

We would sincerely be sorry to lose you after this bad episode. If you wish to give us another chance, we hope your next experience will meet the standards you deserve.

Have a nice day.

Hello,

Thank you for this feedback, even if it is painful to read, and especially thank you for your loyalty over the years.

You are right on all points and we do not contest that. The lack of proactive communication on our part regarding this delay is a real shortcoming. You should not have had to ask the question to get a response, and the consideration you deserve as a loyal customer was clearly not met. We are sincerely sorry for this.

To be honest, we could not anticipate what happened to us. The conjunction of our growth, the success of our launches, and our promotional offers created a volume that no one in our team had seen coming at this scale. This is not an excuse, it is the reality of a small brand that is growing fast. Before hiring, we needed to have the perspective to confirm that this growth was sustainable. It is now evident and a new recruit is arriving very soon.

Your remark about proactive communication is fair and constructive, it is an area where we need to improve and we will take it to heart.

We sincerely hope to have the opportunity to offer you the experience you deserve during your next order.

Hello,

Thank you for your feedback and for your loyalty despite this second disappointing experience.

You are absolutely right and we do not seek to minimize your experience. Our promise of shipping before 1 PM on weekdays is a commitment we hold dear and we did not honor it on your order. We are going through a period of exceptional growth which, combined with the success of our editions and promotional offers, has exceeded the capacity of our workshop. We are sincerely sorry for this. A new recruit is arriving very soon to restore our usual pace, and this promise will become our daily routine again.

Regarding the quantities, our formulas are designed to be effective at precise and reasonable doses. Quality takes precedence over quantity, and a well-formulated product does not need to be used in large quantities to work fully. This is a deliberate choice in our approach.

We hope to offer you a much better experience during your next order.

Hello,

Thank you for your feedback, and we sincerely apologize for the disappointment caused by this order. Receiving a product that has partially spilled in the box is never a pleasant experience, and we completely understand your frustration.
To explain our protocol transparently. When a package arrives damaged due to transport, the reflex to have is to issue a reservation or refuse the package directly upon delivery. In this case, we can fully compensate you because the carrier's responsibility is engaged. If the package has already been received without reservation and the product remains usable in the long term, we take on the inconveniences caused by transport but only up to the estimated loss after exchange with you, and not on the total value of the order. This is the protocol we systematically apply to remain fair and proportionate in our compensations.
Direct replacement of the product is not our practice, but the voucher remains freely usable on the site, with no expiration date, allowing you to use it on a future order at your convenience.
We are delighted to read that the products themselves give you complete satisfaction; it is a real pleasure for us to know that.

Have a nice day.

Hello, we have seen your comment which seems to echo the one already left on the product sheet, we hope our response has provided you with some clarifications.

To complete: our formulas are very concentrated in natural actives, a small amount is enough per application and the gel is applied locally and targeted, not in a wide coverage. The actual price per liter in use is therefore quite different from what the format suggests.

Your feedback is heard and guides our evolutions: a 250 ml format as well as a pack of 2 x 250 ml will be arriving soon at a more advantageous price.

Have a nice day.