Returns FAQ's

Return to FAQ page

What is your exchange policy?

We are happy to exchange any product that is still in its original packaging within seven (7) days of receiving the order. Email with your order number and the product you do like to exchange, and we'll send a label for you to ship them back.

We offer free exchange postage for Hong Kong orders. exchange postage is not provided for international orders. Once we receive the products, we will arrange exchange for the product.

What is your return policy?

We are happy to return any product that is still in its original packaging within seven (7) of receiving the order. Email with your order number and the product you do like to return, and we'll send a label for you to ship them back.

We offer free return postage for Hong Kong orders. Return postage is not provided for international orders. Once we receive the products, we will arrange return for the product.

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! Email us and we’ll be sure to get you the Coconut Matter you ordered!

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.