Help center

Here are answers to the most frequently asked questions. Can't find what you're looking for?Contact us today!


Do you offer Free Shipping?

We provide free international shipping to most countries when you spend over HK$500 - track your eligibility via the progress bar in your cart.

For orders under HK$500, a minimum HK$30 shipping fee applies based on location. We aim for affordable worldwide rates. Expedited shipping is also available for an extra cost.

Please email us with any questions so we can ensure fast, convenient delivery of our high-quality products to our valued customers globally.

When can I expect my order?

Thank you for your order! You'll receive a confirmation email with purchase details. We aim to pick and pack within 1 business day. When shipped, you'll get a tracking number to follow progress.

From Hong Kong centre:
Hong Kong in 2-4 business days,
Asia Pacific in 5-7 business days,
Other countries 7-14 business days.

From Philippines centre:
2-7 business days within the country.

Extra time may be needed for remote regions. Email us with any questions! We're dedicated to fast fulfilment and delivery.

Who is responsible for customs fees and taxes?

As the buyer, you're responsible for all import taxes, customs duties, and fees. We don't collect or prepay these. Check with your local customs office for details.

What if I refuse to pay customs fees and my order is returned?

We'll refund the product cost when we receive the returned package. Original shipping costs and return charges are non-refundable.

Where does Coconut Matter ship to?

We ship to over 20 countries worldwide including major regions like North America, Europe, Asia Pacific. We also ship locally in Hong Kong.

If you don't see your country listed, email us to check if we can find a shipping solution - we're constantly expanding our delivery network globally. Email us your location and we'll advise if we can ship directly or provide alternatives to get our high-quality products delivered to you anywhere in the world.

How can I edit my shipping address?

Edit your shipping address anytime under "My Account". If incorrect, email us the right address within 24 hours of ordering to update before fulfillment.

We kindly request changes as soon as possible that first day. This ensures your order ships to the correct location safely. Don't hesitate to contact us to update details!

Forgot to use discount code - what can I do??

Unfortunately, discount codes can only be applied when placing your order. You may use your discount code for the next order.

How do you pack my order?

Your order is shipped in a biodegradable cardboard box filled with tissue paper and sealed with kraft tape.

We aim to be eco-friendly, so packaging may include reused materials. Please join us in going green by reusing the box and kraft paper when possible after receiving your delivery.

What should I do if I receive the wrong product?

If you've received the wrong product, please email us with your order number and a photo of the items you've received. We'll promptly resolve the issue by reshipping the correct products to you.


What is your exchange policy?

As a small business, we do not accept returns or provide refunds. But we aim for 100% customer satisfaction. Our team happily answers questions before purchase and makes recommendations to help ensure you choose the right products.

We firmly stand behind our formulas' quality and performance. With proper use, over 95% of customers see visible improvements within weeks. While we're unable to process returns, we're confident that our products will meet your needs.

Please email us anytime for guidance finding the perfect items!

What is your return policy?

Please note that we do not accept product returns or provide refunds. However, we want every customer to be fully satisfied with their purchase.

Our team is happy to answer any product questions before you complete your order and make recommendations to ensure you select the right items.

We thoroughly stand behind the quality of our formulas. With proper use, over 90% of customers report visibly healthier, happier skin and hair within just weeks.

While we are unable to process returns, even after delivery, we are confident that our products will perform as expected to meet your needs. Please don't hesitate to email us if you need guidance finding the perfect products for you.


How can I join the CocoTribe Rewards Program?

To join our CocoTribe Rewards Program, simply create a store account here. Ensure you use this same account when placing orders to earn and redeem your rewards. Welcome to the tribe!

What rewards are available?

We offer a variety of rewards based on your points, from order discounts to free shipping! For a detailed list of the exciting rewards you could earn, check out our rewards page here.

How can I start earning Cocopoints?

Earning Cocopoints is easy! Simply sign up, engage with us on social media, and place orders. Make sure you're logged into your store account and use the same email address when ordering. Explore all the ways to earn points here.

How can I check my Cocopoints balance?

You can check your Cocopoints balance here. Just ensure you're logged into your account to view your accumulated points.

How can I redeem my rewards?

Check out and redeem your rewards here.

With enough points, click 'Redeem' and then 'Apply Code' to have the coupon automatically applied at checkout. Alternatively, you can copy and paste the code manually. Note that points are automatically deducted when 'Redeem' is clicked, and only one discount code or reward can be applied per order.

How can I refer a friend?

You can refer a friend by obtaining a referral link here. Be sure you're logged in.

Share your link with a friend, and they'll be directed to our site. They'll need to enter their email to receive a discount code, which they'll manually apply at checkout. You'll receive your referral reward once they make a purchase. You can view and redeem your referral rewards here.

Can we choose our preferred currency for referral rewards and order discounts?

Unfortunately, referral rewards and order discounts are only available in our store's default currency, HKD (Hong Kong Dollars). We're unable to offer these in other currencies at the moment.

When do my Cocopoints expire?

Good news! Your Cocopoints currently do not expire. You can save them up and use them at your convenience.

How do I cancel / undo a points redemption?

To undo a points redemption, please email us and include the email address linked to your store account and specify which reward (e.g., store credit coupon, free shipping coupon) you'd like us to cancel and refund back to your account.


Would I experience irritation using your products?

We thoughtfully formulate without common allergens like synthetic fragrances, preservatives, or baking soda that may cause sensitive reactions.

Please review all ingredients listed on our packaging/website to identify any particular components you know you are sensitive to, so you can avoid problematic products. If an unlikely allergic reaction occurs, discontinue use immediately and consult your doctor.

Email us with any questions; we aim to provide a positive experience and nourish your skin, never cause irritation.

How do I know I am not allergic to your product?

We recommend patch testing products before first use - apply a small amount to your inner arm and leave for 24 hours. If there is no reaction, the product is likely safe.

Checking our transparent ingredient list beforehand is also advised. If any raise flags, email us so we can assess suitability.

For deodorants, overuse or applying after shaving may irritate. Suggest 2-4 glides for 24hr odour protection. Avoid pairing with whitening/acidic items.

Email us with any questions - we aim to nourish skin, not cause reactions.

What is your allergic reaction policy?

We know allergies are highly individual immune responses; what affects one may not impact another. That's why we fully disclose all ingredients, so you can avoid any that may cause a reaction.

While not considered defects, we take adverse reactions seriously. If you have issues with any product, email us so we can try to identify the potential trigger through transparent communication. Our goal is for you to enjoy our products and never experience discomfort.

Please email us with any concerns so we can provide guidance and determine if alternative options better suit your needs. Your satisfaction is our top priority.


Are your products vegan?

All of our products are 100% vegan and do not contain any animal-derived ingredients. We use ethical, plant-based, and mineral components to craft effective personal care items that are kind to animals and the planet.

Are your products gluten free?

Absolutely, our natural skincare products are formulated without gluten. However, while ingredients themselves are gluten-free, we can't guarantee no cross-contamination as our suppliers don't operate in strictly gluten-free facilities.

Do you test on animals?

Absolutely not. Our natural products are safe and not harmful, so animal testing is unnecessary.

We test efficacy through volunteers - our own use, family, friends, and customer feedback before launch. This provides real intelligence to perfect each formula.

What is the shelf life of your product?

For best quality, we recommend using our natural products within 6 months of opening.

The best before date is printed on the bottom of each item - it is 2 years from the manufacturing date. Please refer to this for an indication of freshness and expected shelf life.

Will my product melt?

Our products are temperature tested. They may soften above 42°C and melt above 50°C, but this won't affect efficacy. Excessive heat/cold may temporarily alter texture.

Store away from direct sunlight in a cool, dry place and use within 6 months of opening for best quality.

What is the number on the bottom of my product?

The number on the bottom is the batch number. We use this to track each product batch and trace ingredients back to their manufacturer.

Email us if you need the manufacture date associated with your specific batch number.

Why does your product contain palm oil?

Yes, we use palm oil derivatives sourced only from fully sustainable suppliers, upholding environmental responsibility. We believe supporting sustainable farmers is better than boycotting palm oil altogether, which risks other crops facing unsustainable farming practices to meet demand.

Although RSPO certification isn't perfect yet, we aim to help improve it rather than avoid palm oil completely. This allows sustainable production to continue supplying natural ingredients to conscientious consumers and brands.