Cocotribe FAQ's

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How do I stay up to date?

Join the CocoTribe so we can email you updates on stuff you'll probably want to know about, including products, launches, surveys, and events. Enjoy 10% off your first purchase and FREE 200 Cocopoints. Unsubscribe anytime

Follow @coconutmatter on Instagram and use #CocoTribe to share your experiences with us.

What are the benefits of using our Referral program?

Thing is we found that most of the people (good people) choosing to purchase Coconut Matter were referring their gorgeous friends to us. This is such a kind act so we wanted to give it back: now both, you and your friend, will get a $5 voucher discount. Once you place an order, you will receive a link to give to your friend $5 off coupon. We'll send you $5 off coupon when they make a purchase.

What are the benefits of subscribing to our email list?

It's more than salty hair and coconut mood. It's because now you can get a 10% discount off your first purchase and FREE 200 Cocopoints - we know it’s wild! If you do, you will receive some positive news on your inbox, and we Cocopromise we won’t overwhelm your inbox! Also… consider engaging on our Referral programs to get all the goodness you deserve!

How do I earn Cocopoints?

When you signed up Cocotribe, you earn 200 CocoPoints. When you keep in touch with our Facebook page or Instagram, you earn 50 Cocopoints. For every $1 you spend, you will be awarded 5 Cocopoints. It is that easy!

How do use my Cocopoints?

Two ways - you could either redeem it for shopping credit or for shipping credit. For shopping credit, you earn $1.00 off entire order for every 500 points redeemed. Or you can redeem 3500 points for free shipping.

Delivery

How fast is shipping?

FREE International Postal delivery when you spend HK$550 or more.

Your order shall be packed on the same day and, as soon as your package is shipped, you shall receive a shipment notification with a tracking number.

The COVID-19 pandemic has destabilised global shipping, some destinations may experience extended delays. 

Destination Estimated Delivery Shipping fee

Hong Kong

2-3 business days

HK$30

Philippines

3-8 business days

HK$30

Asia

7-14 business days

HK$35

Rest of the world

7-14 business days

HK$60 

Where does Coconut Matter ship to?

We are currently shipping Austria, Australia, Belgium, Bulgaria, Canada, China, Denmark, Finland, France, Germany, Greece, Indonesia, Israel, Japan, Netherlands, Macao SAR, Norway, Philippines, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United States, and within Hong Kong.  

How about custom and taxes ?

Orders may be subject to import taxes, customs duties, and/or fees imposed by the destination country. Please look up your country's duty regulations to see if duties apply to your order. Coconut Matter does not have any responsibility on these additional charges that may apply.

How do I check the status of my order?

You shall receive notification when your order is in transit with your tracking number. You shall also received an email notification when order is delivered or if there is a failed delivery. You may also go to TRACK ORDER on our top menu to check real time status of your delivery.

If you have any questions regarding your order, please email us.

How can I edit my shipping address?

You may edit your shipping address in "My Account". If your order is shipping to an incorrect address, email us within 24hours with correct address.

Where does my order ship from?

We pack and ship all orders directly from our workshop in Hong Kong, except for Philippines orders, which are pick and packed from our fulfilment centre in Manilla.