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)