Frequently Asked Questions

Orders

Do I have to order online?
The quickest and most secure way is to order your product online.

Is your website safe?
We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
 

Has my order been successful?
After you hit the Confirm Order button you will receive a message on the next screen confirming your order number and that the order has been successful. You will also receive an email as confirmation that the order has been placed. You will then receive further communication from us regarding the dispatch of your order along with the Tracking details.

Is every product you sell in stock?
Due to the range of our catalogue, certain lines go out of stock for a period of time. We aim to update every product page as close to real time as possible. You can still order out of stock items by sending us an email and we will try to fulfill the reuqest sales@gonaturalista.com

What if the product eventually can not be delivered after I place my order online?
No need to worry. In any case we cannot deliver the product you ordered, we will make a full refund.

How do I cancel my order?
If you would like to cancel an order, please phone 094-2059500 or e-mail: sales@gonaturalista.com as soon as possible.

We will do everything we can to accommodate your request. Our order fulfillment and delivery processes are designed to get your orders on their way quickly and efficiently. Therefore, we cannot change or cancel your order once it has entered the delivery process.
 

Payment 

Which credit cards are accepted for payment?
Accept all major credit cards supported by VISA / Mastercard / Amex. Your card details will be protected using Secure Sockets Layer (SSL)

How can I know if my payment was successful?
An email notification of whether your payment was successful or not will be sent to you once your order has been confirmed.
 
Do you keep my credit card details?
Your security is our priority. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks for payment processing.
 
Can I change my payment method after order has been made?
Once the order has been placed, you may not change your payment method. However, you may contact us to cancel your order and reorder using your desired method.
 
Where can I request an official tax invoice?
Information provided during your checkout process will be used for your tax invoice, which cannot be changed once your order has been placed. We encourage you to use your full legal name or accurate juristic person’s name when ordering with us to ensure eligibility of the invoice.

Shipping & Delivery

How long will it take until I receive my order? 
Our operating hours are Monday to Friday. Orders recieved on Friday will be dispatched only on the following business day (Monday; If not a public holiday). We will provide you with a tracking number once the shipment has been sent. If you order byefore 3 pm on a business day, you will receive it within 2-3 business days (Fridays are exception). We do not yet guarantee overnight shipping, although many areas of Bangkok will receive their orders the next day after shipment has been disptached*. 

Call us for special requests and we will do our best to accomodate.

* For remote area such as Sangkhlaburi district, islands and provinces including Pattani, Yala, Naradhiwas, Mae Hong Son and Chiang Rai, delivery may take 3-4 days longer due to difficult routes. We’ll try our best to deliver the product to you as soon as possible.

What are the days and time of delivery?
Orders recieved before 3 pm will be dispatched for delivery on the next business day. Special requests can be accomodated for immediate delivery depending on availbility of stock and your location. Contact us! 094-205-9500
 
How do I track my order?
All shipments are sent via Kerry Express. We will provide you a tracking number once the order has been dispatched.

Can I have my order shipped to my office?
We are happy to deliver to your office. If you would like us to do that, please fill in your office address at checkout.   

How much is the shipping fee?
Delivery is free for any order above ฿2,000. Orders below ฿2,000 have a flat shipping fee of ฿150 nationwide. However, the shipping fee is subject to change due to promotions and other marketing activities.

Do you ship outside of Thailand?
Sorry, we currently do not ship outside of Thailand.
 
Why is my shipment delayed?
We try our best to make sure that you receive your order as soon as possible, however, there are some situations beyond our control that can delay your shipment. The following orders may result in delayed shipping:
  • Incorrect shipping address (e.g. wrong postal code)
  • Incorrect Mobile Phone number
  • Unable to reach you at provided contact number
  • Being absent after courier made an appointment
  • Payment delay or issue
  • Courier failure to deliver (e.g. severe weather conditions)

VINDALISM

SHIPPING & RETURNS

What are your shipping rates?

Within Bangkok, Thailand.
Estimated Delivery Date: 7 Days
Shipping Fee: Free

Thailand Provinces 
Estimated Delivery Date: 7 to 21 Days
Shipping Fee: 5 USD

International Shipping
Estimated Delivery Date: Maximum 7 - 20 Days
Shipping Fee: 25 USD

*Our business days exclude Saturdays, Sundays and Thailand Public Holidays.

*Shipping may take longer time during sale periods, public holidays, courier delay and extreme weather.

When will my order be shipped out?-

Your order will be shipped out within 2-5 business days. You will receive a shipping notification email once it is shipped out.

When will I receive my parcel?

Normally you will receive your parcel within 14 business days (or longer for some remote areas) after the order is placed successfully. If you do not receive it within 20 business days, please contact us at nick@naturalistabkk.com

I will not be home on the scheduled delivery date.

We use local post service for most of the standard shipping, which the parcel will be delivered to your mailbox and does not require recipient’s signature. For other courier services, please directly contact the arranged courier to reschedule the delivery. You can find their contacts on the tracking page.

I need to change my shipping address

Please contact us at nick@naturalistabkk.com with the correct shipping address within 24 hours after the order is placed. Otherwise your parcel may fail to have been delivered causing further delays.

What if my parcel is missing or damaged?

If your parcel is damaged or lost, Please contact us at nick@naturalistabkk.com, and we will follow up your case asap.

Will I be charged by the local customs?

You may have to pay customs duties and VAT customs fee and import duties before you receive the parcel. We are not responsible for any customs fees. If your parcel is on hold by local customs, please directly contact the arranged courier for the customs declaration.


How to return or exchange your product

We will accept returns or exchange within 14 days after you received the parcel (as determined by the date of the parcel delivery date). Kindly note that you have to bear all return shipping fees and other miscellaneous fees. Upon dispute, Vindalism reserves the right to make the final decision on all return cases.

Contact us at nick@naturalistabkk.com and provide order number, and state the reason(s) of returns/ exchange.

Drop off the parcel at your local post office after submitting your return request. You have to pay for the return shipping fees.

Provide us a tracking number for our checking. Return packages are the customer's responsibility until items are received by us.

For product return, the refund will be issued to the original payment method of your order.

For product exchange, we will issue a store credit in full purchase amount of your original order to you by email. You have to place a new order using the store credit.

If you want to exchange a new product, we will ship it out in 5 business days when the inventory is available. In case of out of stock, we may exchange another product to you in same merchandise value.