FAQs – Coconut Matter


Where does Coconut Matter ship?

Coconut Matter currently ships to the United States, Taiwan, Hong Kong, Canada, Mexico, Brazil, France, Belgium, Germany, Netherlands, Switzerland, Luxembourg, United Kingdom, Ireland, Spain, Portugal, Denmark, Finland, Norway, Sweden, Iceland, Latvia, Poland, Austria, Hungary, Slovenia, Serbia, Turkey, Israel, Lebanon, Russia, Mainland China, Japan, South Korea, Macao, Vietnam, Cambodia, Singapore, Malaysia, Thailand, Philippines, Indonesia, Australia, New Zealand and South Africa.

If your country is not listed but are interested in ordering, please contact us. We will get back to you with a shipping quote.

Tell me about shipping

Since sometimes you can wait, and sometimes you can't wait to get your hands on our products - we offer two shipping speeds.

1. Snail (7-16 business days): International Flat rate USD7

2. International Express (3-5 business days): Rate is calculated at checkout based on weight.

In case you spend above $50 or HKD500 the standard shipping is free!

How about custom and taxes ?

Buying from overseas means you are effectively importing goods. Depending on where you live, particularly in Europe, you may be charged Customs and Excise Duty, and potentially sales tax. Once such payment is made, custom will release your parcel for final shipping. We are not able to control or predict these charges.

When will my order ship?

Our screen pop up with your order instantly. However, we may be handcrafting our freshly made products - this is why we do not ship as fast as the large companies. Processing your shipment takes 1 to 2 business days (orders placed after 12am ET are processed the next business day) and you’ll get a shipment notification email with a tracking number as soon as your package is on the way.

How can I edit my shipping address?

If your order is shipping to an incorrect address, please email us within 24hours with the correct address.

How can I change the currency I am shopping in?

To change the currency you’re shopping in, just click the correct currency icon on the upper right corner of your screen and select your desired currency. We offer either USD or HKD.

In case you choose Hong Kong dollar, only local Hong Kong shipping is available

How do you pack my order?

Your order is shipped in a cardboard box, filled with kraft paper and sealed with kraft paper tape – both are totally biodegradable and compostable! To make it as zero waste as possible sometimes you may see reused packing materials in your delivery.

Join us in making the world a greener place - repurpose the box and reuse the kraft paper.

Why is the tracking number not showing up?

In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please contact us as soon as you can.


How can I find out more information about a product?

You can learn all about our products on their individual product pages. If you have any other questions, please send us an email us.

How do I know if I have allergies to your products?

We provide full transparency to the ingredients used in our products. If you have a history of sensitive or allergies, check our ingredient list and perform a skin test.

Will my product melt, dry, freeze or expire?

We’ve done thorough testing to make sure our products can withstand all types of weather. However, If the product is subjected to excessive heat or cold for short periods of time, it may result in a crystallization, and/or thicker or thinner texture. It will not impact the product’s efficacy. We do recommend you use our products 6 months after opening for best product quality, we think you’ll love them so much that this wouldn’t even be an issue.

What is the number on the bottom of my product?

This is the batch number. We use this to track the products we make, including tracing each ingredient back to its manufacturer. Get in touch if you want to know the manufacture date associated with your batch number.

Do you test on animals?

No, we don’t need to!

Our products are made from natural ingredients from plants, seeds, fruits, trees to minerals, and are within COSMOS standards. By its very nature, our products are safe and not harmful to you and neither to the environment.

We use the products ourselves. Family and friends happily volunteer themselves for our first round of product efficacy testing. Before product launch, customers are invited to use the product, submit a survey, which feeds amazing intelligence for the final product tweaks.

Make sure to join the CocoTribe for our next new product testing.

Are your products vegan?

Absolutely! Nature has an abundance of wonderful botanical and mineral ingredients – there is no need to reach out to our friends in the animal kingdom

Where can I buy your products in stores?

Our products are available at selected stores. Please check here for a list of our authorised retailers. If your favorite store is not on the list, perhaps you could suggest them to get in touch with us!

How can I receive free samples of Coconut Matter products?

Average cost of our products is less than three cups of Starbucks coffee. Sampling is one of the major waste in the beauty industry. Just think of all the small sized products in your bathrooms and the landfills. Plus we think you’ll love our products and would buy a full-sized anyway.

Make sure to Become an Ambassador to enjoy special promotions to try our products.

When is the next product launching?

We’ll be coming out with new product soon— make sure to join CocoTribe to get the latest updates and more!

I want to talk to someone about your products or share an idea.

Our customers matter more than anything to us. Your feedback truly helps us to improve our formulas, packaging and overall experience.

Feel free toand you will get a quick and personal reply from us.

Now, if you want to tell the world about our work we have enabled for you a section for our CocoTribe to write a review.

Gift Cards

How can I redeem and pay with a gift card?

Congratulations! Our gift cards are easy to use, here’s how it works: you receive an email with a digital gift card, you click on the REDEEM GIFT CARD link, and a special shopping code will unlock for you.

Once you have completed shopping all the goodness, enter your special code at the checkout. The gift amount will automatically apply, and in case your shopping is more than the value of the gift card, you can pay the remaining balance with your credit card. Enjoy the products, hope coconuts will drive you wild!


When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

Can I remove a saved payment method?

Of course! You can make this change on your Account page. If you need help, email us.

What forms of payment do you accept?

We accept VISA and MASTERCARD.

What can I do if my payment is declined?

Oh no! Here are a few things to check if your payment didn’t go through: check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.

Is your card expired?

Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying the same card again. If none of these apply, please contact us.

Can I make a bank transfer?

If you are based in Hong Kong, you probably want to pay your order through bank transfer. Our bank account detail is

Coconut Matter Limited


Account number 817 816705 838

Order Questions

How can I update my order?

Please email us as soon as possible if you would like to change your order. We’ll do our best to process your request.

How can I check the status of my order?

You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and once again when your order ships.

Can I use multiple promo codes at checkout?

You can use one promo code for each order. If you’ve encountered two valid Coconut Matter promo codes, please choose the one you want to use more.

Returns & Exchange

How do I place a return or exchange?

We're sorry you didn't love your Coconut Matter. Due to the small-batch and natural qualities of our products, we don’t accept returns and exchanges.

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that! Please contact us and we’ll be sure to get you the Coconut Matter you ordered!

Be a part of the CocoTribe

How do I know of your product launches, surveys and events?

Join the CocoTribe so we can email you updates on stuff you'll probably want to know about including products, launches, surveys and events. If you subscribe here you will also enjoy 10% off your first purchase (unsubscribe anytime).

Follow @coconutmatter on Instagram and use #CocoTribe to share your experiences with us. We love to see our Gorgeous people around!

What does being part of CocoTribe means?

First of all, we are glad you are here, being part of our CocoTribe and contributing to the zero waste movement. Your loyalty to our brand promoting clean beauty deserves to be rewarded, so we have prepared a few different options for you: Ambassador, Rewards, Referral, Subscriber. Ready to rock with us?

What are the benefits of being our Ambassador?

We explain it all the best we can on our Ambassador page. Quickly explained, you will access a gift kit from us, which we’ll ask you to review and also share on your Instagram feed. Then we will also give you a 10% discount on your birthday month! But wait… there is more: you will also benefit from the Rewards program, chose to Refer your besties and also Subscribe for more discounts and free shipping. We will overwhelm you of goodness, discounts, gifts… You are now part of our #CocoTribe. Welcome!

What are the benefits of using our Rewards program?

We explain it all the best we can on our Ambassador page. Quickly explained, every time you purchase with us you will accumulate points which you can redeem in the form of discounts! You don’t have to be our ambassador to benefit of the Rewards program, however, it’s highly recommended for extra goodness, gifts and discounts!

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. We explain exactly what you need to do on our Ambassador page.

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 shipping for orders above USD $50 - 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 Ambassador, Rewards and Referral programs to get all the goodness you deserve!

Do you have to be all at once Ambassador, Rewards, Referral and Subscriber?

Not at all! We have created those different programs so that anyone can get involved in the zero-waste journey and benefit as much as possible of Coconut Matter goodness. With us, you can be it all or pick what suits you best!

How do I share my sustainability journey on your blog?

Everyone’s journey to zero waste is different and we would love to hear yours! Please pitch us your idea. If It relates to what we do, is informative, interesting and well-written we will publish on our site and link it back to you.

Be a partner

How can I become a partner?

We love that you are considering to partner up with us… Good choice! Have you checked our partner page yet? Here we ask you to fill in the basic online form so that we can learn more about you before we proceed to chat with you personally. Exciting!

I am an online or physical store, is that ok?

Sure it is! Whether you are a small (or not so small) store, salon, boutique or spa, we offer our wholesale online and offline partners a broad range of ecolicious, healthy, wild beauty and cosmetic products.

What does the wholesale with Coconut Matter involve?

We are a part of a growing movement in the eco-conscious world. Our goal is to get more people to have the chance to access products that make their lives so much easier. We want to grow with you, together. We are doing a lot of marketing efforts, establishing media partnerships and attending some of the most niche events such as the Indie Beauty Expo in New York (Yaaah… NYC!). By all this means that the brand is gaining worldwide recognition, and not just because we are a zero-waste beauty brand, but also because the products are so delicious that even the not-so-eco people are also understanding why Coconut Matter’s and benefitting of our pretty products.

We will have you featured on the interactive map alongside all the physical stores (if you are) and your logotype with a backlink to your website in the case you are an online store. Ain’t this awesome?

I am a bulk store and really want to supply our WILD Coconut Oil!

Yasss! We love this idea because this takes us one step further in our Zero Waste mission. Please fill in the form and let us know as many details as possible and Cocopromise we will get back to you soon!

I want to source Coconut Matter’s products but I don’t want them to travel that far. Can I learn your handmade formulas and contribute to expanding the brand?

Actually, you got us! If you are passionate about our products and want to get involved in such a level, sure we want you to be part of the Coconut Matter’s journey. We reckon this deserves a more in-depth conversation, please email us . Thank you for caring so much!

For the Press

You are Press and want to feature Coconut Matter?

We always love sharing our Wild goodness with the world this is why we got you covered! Whether you are interested in our MOOD deodorants collection, the natural lipstick or coconut oil lip balms range we have put together a pretty and accessible Media kitfor you.

If you like to reach us out for a personal interview or to try out the products for more accurate content writing, please email us.

We have featured Coconut Matter now what?

Awesome, we love you! We’d like to share the content piece across all our digital channels as our CocoTribe appreciates the recognition. Your kindness matters to us, so we will also include your logotype on our official press section. Please email it to us along with the link of the article feature. You rock!