Frequently Asked Questions
View our frequently asked questions here. If you have any other questions, please reach out to our customer service team. We will get back to you as soon as we can.
Do you have offline stores in Hong Kong or Macao?
Unfortunately, we do not currently have an offline store in Hong Kong or Macao.
How do I place an order?
You can place the order directly from our website. We accept various payment methods. If you have difficulty placing the order, please contact our customer service team. Our team will assist you with your order.
Why is my voucher / promo code not working?
Please check that there is no spelling error and that you are not trying to use more than one code per order and that your item is valid for the promo code.
I placed a wrong order, can I amend it?
If you placed a wrong order, whether it is the wrong product or wrong discount code applied, you can contact our customer service team here. We can amend the order for you if it has not been shipped. Please note that we are unable to amend the orders or refund when your order has been shipped.
Can I change my delivery address?
If you would like to update your delivery address, please let us know as soon as possible and we will do our best to update it for you. However, if your order has already been dispatched, we will need to check with our courier to see if it is possible, delivery address changes after the item has been dispatched is not guaranteed to be successful.
I have received a wrong item. What should I do?
We are sorry to hear that you have received a wrong item. Please contact our customer service team. We will look into what went wrong and let you know the next steps.
I have received a damaged item. What should I do?
We are sorry to hear that the item was damaged. All damaged items reported within 5 days of receipt can be returned for a full refund or replacement. Please contact our customer service team, we will look into the order.
How long does it take to deliver?
Since all of our products are despatched from our UK or European warehouses, standard delivery to Hong Kong and Macao is between 8-15 working days. You will receive the tracking information once it is shipped.
What is the delivery charge?
We offer free delivery on all orders above HK$499. There is a charge of HK$49.99 if the order is under HK$499. For more details regarding delivery and Naturecan Free Delivery option, please visit our delivery page.
How will I know when my order has been dispatched?
You will receive an email as soon as your order is on its way.
I have not received my parcel, what should I do?
Please check the tracking information sent to your email address. Sometimes there are 'Delivery Exception' due to COVID-19, where to door delivery service is not available. Please check your letter box to see if you have received a notification from the post office, you may need to collect the parcel from a nearby post office.
Our standard delivery takes up to 15 days to ship to Hong Kong and Macao. If you have not received your parcel after the timeframe, please get in touch with our customer service.
Do you deliver internationally?
Yes, we deliver to over 200 countries worldwide. We also have over 40 localised websites from which you can place your order in local currencies. Please read the local regulations before purchasing the products as your shipping destinations may have different importation regulations.
Returns & Refund
Do you offer return services?
Yes, we offer a "no-quibble" 14-day guarantee for all items returned unused and in the original condition and packaging.
Damaged items - all damaged items reported within 5 days of receipt can be returned for a full refund or replacement.
How do I return an item?
Please contact our customer service team here and we will inform you of the next steps.
Are there any charges for returns?
You are responsible for any return shipping charges if the item is not damaged.
How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed and a credit ill automatically be applied to the original method of payment within 3-5 business days.