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FAQs

ORDER & PAYMENT:

How Do I Order and Pay?

  • After deciding the product(s), quantity, size(s), simply CLICK the "Add to Cart" Button that can be found on the right hand side of the product page.
  • After clicking the Add to Cart Button you will be taken to the Cart Page to review your cart. Once you are happy with the items in your cart, Click on the “Checkout”Button to proceed. If you want to purchase more items, go back to the store and add more products to the cart before clicking Checkout.
  • Enter your Contact Details and your Shipping address so that we can ship the items to your house or apartment. Please make sure your address is correct and in English, please. Click the “Checkout” button below.
  • Select the Shipping Method you would like. Either Standard Shipping or Expedited Express Shipping. Then click the “Continue to Payment Method”button.
  • Select your favorite payment method. We accept all credit cards and/or Paypal as our payment options. Click the “Complete Order” button and you are done!
  • Congratulations! Now just sit back and enjoy. Your goodies are being processed and packed as we speak!

Do I need to make an account to order?

  • You can checkout as a guest BUT there are some perks if you have an account with us:
  • Quick checkout process
  • Easily view your order status and order history
  • Receive SPECIAL updates detailing our new releases and special promotions before anyone else! :)

Are My Information and Payment Secure?

  • We value and respect your privacy.
  • Your private information is Never shared, and payment is 100% safe and secure.
  • Also, we are hosted on Shopify, the biggest and most reliable e-commerce platform on the planet. And to be triple sure, we process the payments using Verified Paypal, one of the biggest and most secure payment gateways. They give you (and provide us) security against all fraud.

I didn’t receive an order confirmation email, can you send it again?

  • Every order made from our store is automatically sent a confirmation email. Please check your spam or junk folder as it may be there.
  • If it's still missing, just contact us and we'll send you a new email confirmation of your order.

Do you accept Cash-On-Delivery payment (COD)?

  • Unfortunately not at the moment. We accept all major credit cards with VISA, MASTERCARD, JCB & PAYPAL. If you would like to pay with AMEX or DISCOVER, please check out as a Guest with Paypal Express.

What is the currency of the store and can I pay in another currency?

  • All prices may be shown in local currency depending on which country (GEO IP address) the customer's location, for their convenience.
  • However, the customer can only checkout using USD.
  • You will checkout using the most current exchange rate. Your credit card bank service provider or PayPal will automatically convert the currency for you.

Why is my discount (Coupon) code not working?

  • Discount codes are unique for each customer and/or unique to the specific product or promotional campaign!
  • The most common reason why a discount code does not work is that it already has expired.
  • We suggest that right after you get a discount code you will use it right away before it expires.

SHIPPING & DELIVERY:

Where do you Ship and Deliver to?

  • Yes we provide Worldwide Shipping Anywhere you are in the world, we got you covered. If you have an address, we can ship it there :) The shipping charges will vary depending on the location you place your order from.

How long does it take you guys to process our orders?

  • We process and package orders,  within 1-5 business days of the purchase timestamp however for purchases made for 'PRE ORDER' please expect 2 - 4 weeks for delivery.

How long do shipping and delivery take? When can I expect my goods?

  • We Offer 2 Methods Of Shipping:
  • Standard shipping takes about 3-5 business days
  • You can choose Expedited Express Shipping upon checkout, delivery takes approximately 1 - 2 business working days.
  • All packages are sent with Tracking Number so you can check it every step of the way.

Has my order already been shipped? How will I know?

  • You can track your order by using the Track my order page on our site.
  • Once your order has been shipped, you will be sent an automatic email where you'll be able to track your package and see its status.
  • If unsure, please contact us so our support team can check on your Order details for you. You will need to provide them with your Order ID for them to be able to pull up your tracking info.

Why does the Tracking status show ‘currently unavailable’ or not moving?

  • Once the parcel is shipped, it usually takes a day for the tracking status to show up correctly on the tracking website in rare cases.
  • We don’t know why there is a lag time between the tracking couriers updating it but we assure you that the items are on the way. We recommend to check back with us if the issue persists.
  • Please be patient and we promise it is worth the wait. If there is any issue, please contact our customer support from our contact page. We are happy to help in any way and resend you the package if needed.
  • If the tracking shows that the package already arrived at your country but isn't moving, then most likely it is being held at the local post office or customs. Please check and contact your local post office if this is the case to retrieve your packages.

The tracking site says my order has been Delivered, but I haven't received my package yet?

  • Most often, this happens when the packages are held at your Local post office and they should be the ones contacting you. This is something we don't have control over but will help you assist you as much as possible.
  • Please kindly contact your local post office if the parcel has arrived at your destination country, to retrieve your packages there!
  • Please contact our Customer Service for further assistance or help required or if we need to resend your packages.

CANCELLATIONS, REFUNDS, RETURNS

Can I cancel my Order? If so, How do I do that?

  • An order can only be canceled by the system within 6 hours after you placed your Order.
  • If it’s passed 6 hours already, you may not cancel your order as the products will have already been processed to be shipped out by our system and team.After 6 hours, send us an email and if the package still hasn't been shipped yet we can do something to help you out but it is not GUARANTEED after the 6 hour period that your order can be cancelled. You'd need to wait until you receive your package and return it to us unused in its new condition back to us for a full refund.
  • Please view our Shipping/Returns page for more details.

How do I return a damaged item?

  • Usually, we'll just require a photo/video for proof, once we receive your evidence, we'll just resend you a new one immediately with instructions with how to return the product back to us with a return shipping label.
  • Please view our Shipping/Returns page for more details.

How do I get a refund?

  • You can only cancel orders within 6 hours of purchase timestamp.
  • If you wish to request a refund after 6 hours of order timestamp, you must wait till you receive your product before you return the package in it's New, Unopened, Original condition, back to us.
  • Customers will be responsible for shipping the items back to our warehouse.
  • If the items arrived damaged, as promised, we'll ship you a new one instantly!
  • Please view our Shipping/Returns page for more details!

I haven't received the refund on my credit card yet, what is happening?

  • Please allow 5-10 business days, after you receive the confirmation that the refund has been processed, for the amount refunded to show up on your credit card statement.
  • If you haven’t received a refund yet after that, please contact your credit card company, it may take some time before your refund is officially posted.

GENERAL FAQ'S

Where are products being designed from?

  • Our products are proudly designed at our office in Bangkok, Thailand.

Where is my order being shipped from? Where is your fulfillment center located?

  • We manufacture our products at the Natasha Creations Factory in Thailand. Orders placed in the United States & Canada are shipped from our warehouse in the United States. Orders placed from the rest of the world are shipped directly from our office in Thailand.

How can get this item in my local retail stores? Is the product available in my location?

  • Our unique products are sold with our partnered retail stores, you can find more information about that in our stockist page.
  • The good news is that we ship  everywhere in the world with tracking and 100% guarantee, to wherever you are located through our shipping partners USPS & Fedex depending on your location.

How can I unsubscribe from the automatic emails?

  • You may unsubscribe from the newsletters and automatic emails anytime by clicking on the underlined word “unsubscribe” which you can find at the bottom of each email.
  • Be warned that if you do unsubscribe from us, you WILL NOT get exclusive discounts and special first-to-see offers sent to you anymore.

If you still feel you need more support, please do not hesitate to use the contact us page and submit your request to us. Looking forward to hearing from you and serving you!