FAQs

About Order

Q. Can I order through calling or faxing?

A. We are sorry that we do not provide services of placing orders through phone calls and fax.

About Cancellation, Exchange and Refund

Q. What if I would like to cancel the order?

A. Depending on the type of order, for some order we do not accept cancelation.

Q. Is it possible for me to change my order?

A. Please note that though we accept a change to the order before the product is delivered, there are situations that we cannot tackle your request.

Q. What should I do if I can't receive the confirmation email?

A. After you place the order, the system will send a confirmation email to the email address you entered. Possible reasons of not receiving:

1.The email address you entered is wrong.

2.When using the mobile phones, there are domain specification receptions settings.

Refusal of mass delivery emails

Please check if it is because of the listed reasons. If it is due to the wrongly entered email address, or when you changed the reception settings, please contact us by reentering your email in the inquiry column. We will send the confirmation email again.

About Delivery

Q. How can I choose the delivery method?

A. For your best convenience, we are using the following services for the delivery to different destinations:

Regions	Services
Hong Kong	Hong Kong post
China	E Express by China post
EU Countries	RPX e parcel (postal clearance)
Others	Hong Kong post EMS services

Q. How are the shipping fees calculated?

A. All the shipping fees will be calculated according to the rate table of the above stated services.

Q. What does the special handling fee mean for the shipments to China?

A. According to the Chinese regulation, all the parcels with the value above 800 RMB should be considered as the commercial parcels. The commercial parcels have to go through the commercial clearance which will require longer time to check and more complicated procedures and thereby generating higher custom duty. Please kindly note that it is the consignee’s responsibility to clear all the custom and we are not allowed to change the value of each parcel or mis-invoicing according to the Chinese law.

To help our customers avoid being regarded as the commercial parcel, we are now offering the special service to split and separate the parcels into smaller ones to make sure the value per parcel is under 800 RMB. The relevant service fee, which will be calculated accurately based on the warehousing fee and the extra shipping fee, shall be borne by the recipients.

If the parcel is randomly selected by the custom to check, it will take more time for the custom clearance. For more details of the custom clearance, please kindly refer to the Chinese Custom website.

Q. How to change the delivery address when I input a wrong address by mistake?

A. the recipients will be charged for making any adjustments to the address. Please make sure that the delivery address is correctly input before you place your order.

Q. How long does it take to receive the item? (Please refer to the table)

A. You/Customers can check the delivery duration from your country or city according to our Table of delivery time

Regions	Shipping Time	Custom clearance Time	Total Time
Hong Kong	2~4 working days	-	2~4 working days
China	3~5 working days	3~5 working days	6~10 working days
US, Canada, Australia	4~5 working days	3~5 working days	7~10 working days
EU Countries	4~5 working days	3~5 working days	7~10 working days

Please note that the above table is general estimation and customs clearance can take longer in some cases.

Q. Do you provide the service to help follow up on my delivery status?

A. If the parcels are not delivered within the estimated time needed, please go to the tracking site and contact your local carrier for the latest information. If you have not received your parcel or any notice from the local carrier or post office after 14 days, please contact us at info@naturali.asia with both your order and tracking number.
Please kindly understand thatt sometimes will take 5~7 working days for us to get the information for you. If you require faster response, please contact the local carrier or the post office directly.

Q. How can I get the tracking number?

A.A delivery confirmation email with a tracking number will be sent to you within 2~3 working days after your order . If you meet any problems to find the tracking number, please contact us at info@naturali.asia

If you do not receive an email within 3 working days from the day you placed an order, please kindly contact us at info@naturali.asia

Q. How will the undelivered products be handled?

A. Your parcels will be returned when the delivery address is wrong customs clearance is not correctly proceeded, or the local carrier cannot reach you many times.
The shipping fee of the all returned products will be bore by the customers. In case of refund, the shipping fee will be deducted from the refund.
Please contact us without hesitation if you have any inquiries on the shipping. We are always here for you.