Payment FAQ's

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What forms of payment do you accept?

We accept VISA, MASTERCARD, AMERICAN EXPRESS, APPLE PAY and GOOGLE PAY.

When will my credit card be charged?

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

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.

Can I remove a saved payment method?

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

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.

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.