Orders & Delivery

About Order

Q. Can I order through emails, calling or faxing?

A. No. Making orders via emailing, phone calling and faxing are not currently available.

Q. How would I know my order was successfully made?

A. An order confirmation letter will be sent to your registered email address after you made an order on our site successfully.

Q. I could not receive a confirmation letter

A. Possible reasons of not receiving a confirmation letter:
1) The email address you entered is wrong. Please get in touch with our Customer Care team via info@naturali.asia and they will gladly help you further.
2) The confirmation letter went to your junk mail.
3) Your order was not successfully made.

Q. Can I cancel my order after I've placed it?

A.Yes, but there is time limit for cancelling order:

You can contact us to cancel your order via info@naturali.asia before 12:00 noon if your order was placed at between 12:01 p.m. of the day before to 11:59 a.m. of the present day (out of stocks/on hold orders are excluded).

The actual time limits may varies, you should contact us as soon as possible if you decide to cancel the order.

Once the order is being sent, we are not able to cancel your order. You will need to request a return & exchange/refund of your order with applied conditions. Please go to "Exchange, Return & Refund" for more details.

Q. Can I modify my order after I've placed it?

A.Yes, but there is time limit for cancelling order:

You can contact us to cancel your order via info@naturali.asia before 12:00 noon if your order was placed at between 12:01 p.m. of the day before to 11:59 a.m. of the present day (out of stocks/on hold orders are excluded).

The actual time limits may varies, you should contact us as soon as possible if you decide to cancel the order.

Once the order is being sent, we are not able to cancel your order. You will need to request a return & exchange/refund of your order with applied conditions. Please go to "Exchange, Return & Refund" for more details.

Q. I'm missing an item from my order, what should I do?

A. We're sorry that there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

1. We may have sent your items in separate parcels if your order value is over 800RMB and the receiving address is in China.
2. We may have sent your items in separate parcels if your order value is over 2000HKD and the receiving address is in other country beside Hong Kong.
3.The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

Q. I’ve cancelled my order – when will my money be available again?

A. If you've cancelled an order, we will process the refund to your payment method in 1-7 business day. If you still could not receive your refund after 7 business days, please get in touch with our Customer Care team via info@naturali.asia and they will gladly help you further.

About Delivery

Q. How long does it take to receive the item?

A. You can check the delivery duration to your country or city according to the table below: 

Regions

Shipping Time

Custom clearance Time

Total Time

Hong Kong	1~2 working days	-	1~2 working days
China	5~10 working days	1~5 working days	6~15 working days
Taiwan, Singapore & other Asian Countries	4~12 working days	1~3 working days	5~15 working days
US, Canada, Australia	7~14 working days	1~5 working days	8~19 working days
EU Countries	7~16 working days	1~5 working days	8~21 working days

Please note that the above table is just general estimation. Customs clearance can take less or longer in some cases. Delivery time would be varied subjected to force majeure factors.

*Due to the ongoing COVID 19 situation, delays may be expected.

Q. What delivery methods can I choose?

A. We are using the following services for the delivery to different destinations:

Regions	Services
Hong Kong & Taiwan	SF Express, Hong Kong Post Air Mail
China	Hong Kong Post (E-express)
Singapore & other Asian countries	Hong Kong Post (E-express), Hong Kong Post Air Mail, DHL (E-Commerce), Aramex
U.S.A., Canada , Australia & EU countries	Hong Kong post (E-express), DHL (E-Commerce)

Please note that the service option may vary from time to time subjected to service availability and commercial decision.

Q. What does the special handling fee mean for the shipments to China?

A. According to the Chinese regulation, all the parcels with the value above RMB 800 should be considered as the commercial parcels.

The commercial parcels have to go through commercial clearance which will require longer time to check and thereby generating higher custom duty. Please kindly note that it is the consignee’s responsibility to clear all the custom and we are not allowed to change the value of each parcel or mis-invoicing according to the Chinese law.

To help our customers avoid being regarded as the commercial parcel, we are now offering the special service to split and separate the parcels into smaller ones to make sure the value per parcel is under 800 RMB. The relevant service fee, which will be calculated accurately based on the warehousing fee and the extra shipping fee, shall be borne by the recipients. For more details of the custom clearance, please kindly refer to the Chinese Custom website.

Q. Can I change the delivery address if input a wrong address by mistake?

A. Please contact our Customer Care team as soon as possible to amen the delivery address. Once the order is sent, we are not able to make any changes on the delivery address.

Q. How will I know the tracking number of my order?

A. A delivery confirmation email with parcel tracking information will be sent to your email after parcel posting.

Under normal circumstances, shipment will be effective within 3 working days after order placement. If you do not receive an email after 3 working days from the day you placed an order and would like to know the order status, please kindly contact us via info@naturali.asia.

Q. Do you provide the service to help following up on my delivery status?

A. If the order is not delivered within the estimated time needed, please go to the tracking site and contact your local carrier for the latest information. If you have not received your parcel or any notice from the local carrier or post office after 14 days, please contact us via info@naturali.asia with both your order and tracking number.

Please kindly understand that sometimes it will take 3~7 working days for us to get the information for you. If you require faster response, it is always better to contact the local carrier or the post office directly from your side.

Q. My order is failed to be delivered

A. Any failed to be delivered orders will be returned when
1) the delivery address is wrong
2) customs clearance is not correctly proceeded, or
3) the local carrier cannot reach you for delivery etc.

The shipping fee of all the returned orders will be borne by the customers. If you would like to cancel the order after the fail delivery attempt, shipping fee will be deducted from the refund. Please contact us if you have any inquiries on the shipping. We are always here for you.