FAQs

Order

Do you have offline stores in Hong Kong?

Unfortunately, we do not currently have an offline store in Hong Kong. 

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. 

Delivery

How long does it take to deliver?

Estimated Delivery Time

The estimated delivery time is 10–17 business days.

However, international shipments may occasionally experience delays due to customs clearance, flight schedules, high shipping volume, or other unforeseen transit conditions. In some cases, delivery may take up to 30 business days. We appreciate your patience and understanding.

What is the delivery charge?

Hong Kong, Singapore & the Netherlands

Orders below HK$750: HK$150 shipping
HK$750–1,499: HK$100 shipping
HK$1,500 and above: Free shipping

International Shipping (Malaysia, Macau, Canada, United States, New zeland, Australia & United Kingdom)

Orders below HK$750: HK$200 shipping
HK$750–1,499: HK$150 shipping
HK$1,500–1,999: HK$100 shipping
HK$2,000 and above: Free shipping

How will I know when my order has been dispatched?

You will receive an email with tracking link as soon as your order is on its way.

How can I track my parcel?

  • Start with your dispatch email: Use the primary tracking link provided in your shipping confirmation email.

  • Local tracking: After your parcel arrives in your country, you can get more detailed updates by entering your “Tracking Number” into your local postal service website:

I have not received my parcel, what should I do?

Please check the tracking information sent to your email address. 

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 17 days to ship to Hong Kong. If you have not received your parcel after the timeframe, please get in touch with our customer service. 

Tracking Updates

Tracking updates for international shipments may occasionally be delayed while your parcel is in transit. This may happen while your parcel is: 

  • Waiting for an international flight
  • Being processed at a transit or sorting facility
  • Transferring between shipping partners or local carriers
  • Awaiting the latest tracking scan

Even if your tracking hasn't been updated for up to 7 business days, your parcel is likely still on its way. If there has been no tracking update for more than 10 business days, please contact our Customer Support team and we'll be happy to help.

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. 

※ 請注意: 香港運送地址請勿填『順豐智能櫃地址』,否則包裹將無法送達。如果包裹因此被退回,我們將收取退貨運費,感謝配合。

If my parcel is at the pick-up point (HK Post Office), what should I do?

Please refer to the Mail Collection Guide: https://www.hongkongpost.hk/en/faq_support/receiving_mail/q11/index.html?utm_source=chatgpt.com

Scheduled Delivery

Scheduled delivery dates and times cannot be guaranteed.

To ensure the successful delivery of your order, please make sure someone is available to receive the parcel during the estimated delivery window. We are unable to delay shipments or arrange deliveries around individual travel schedules.

Naturecan cannot be held responsible for missed deliveries where the recipient is unavailable during the delivery period.

Once the parcel arrives in the destination country, it will be transferred to the local postal service for final delivery. Any requests to amend the delivery date, time, or address should be made directly with the local postal service, subject to their policies and availability.

Returns & Refund

Do you offer return services?

  • Changed your mind or ordered the wrong item?
    We offer a 14-day return policy for any unused items that are in their original condition and packaging.

Please note: Return shipping costs are the responsibility of the customer. A HK$200 return processing fee will be deducted from your order refund, and the remaining balance will be refunded to your original payment method.

  • Received a damaged item?
    If your item arrives damaged, please contact us within 5 days of delivery. We will be happy to arrange a full refund or replacement.

Please note that claims submitted more than 5 days after delivery cannot be accepted.

How do I return an item?

Please contact our customer service team here and we will inform you of the next steps. 

What happens if my parcel is returned?

Please keep track of your shipment throughout the delivery process.

If your parcel is returned to us due to any of the following reasons, including but not limited to:

  • An incorrect or incomplete shipping address (including an invalid SF Express address)
  • Failure to collect the parcel from the designated pickup location
  • Refusal to pay applicable duties and taxes
  • Any other delivery issue caused by the recipient

If you choose to receive a refund instead of having the order reshipped, a HK$200 return processing fee will be deducted from your order refund. The remaining balance will be refunded to your original payment method.

How soon will I get my refund?

Once the tracking information shows that your return is on its way back to us, we will process your refund. The refund will be automatically credited to your original payment method within 3–5 business days.

Best Before End (BBE) dates

Since products shipped from different production batches may have different Best Before End (BBE) dates, the expiration date of each product may vary. This is a normal occurrence. Therefore, we are unable to process returns or refunds for this reason.

Duties & Taxes

Import duties and taxes may apply to shipments delivered to Singapore, the United States, Canada, Australia, and Malaysia.

Any applicable duties, taxes, or customs fees are the responsibility of the recipient.

If required, customs authorities or the local delivery partner may contact the recipient directly to request additional information, payment of duties and taxes, or customs clearance documentation. Prompt action may be required to avoid delivery delays.

Shipping & Tax Information (Malaysia)

Orders may be subject to customs inspection and taxation. Any import duties or sales taxes (SST) levied by Malaysia Customs are the sole responsibility of the recipient.

  • Documentation: If additional documents (e.g., proof of purchase) are required for clearance, please contact us for assistance.

  • Liability: We are not responsible for packages held, returned, or confiscated due to non-payment of customs fees.