FAQs
Shipping & Delivery
How do you ship orders?
Domestic Orders: All orders within Thailand are shipped via Flash Express or Thailand Post.
International Orders: All international orders are shipped via Thailand Post Registered Airmail.
When will I receive my order?
Please allow up to 3 days for processing. Domestic orders usually arrive within 3–5 business days, while international orders typically take 1–2 weeks, depending on your location.
How are shipping costs calculated?
Domestic Orders: Flat rate of 50 baht per order
International Orders: Rates vary by country and weight, with two flat-rate options currently offered per destination.
Why is there a maximum weight for international orders?
Due to international shipping rules, we can only ship a maximum of 1 kg per order. If your order is heavier, please split it into multiple orders to ensure smooth checkout and delivery.
Customs, duties and taxes
Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost.
These charges are the buyer’s responsibility as we are only charging the transportation fee for your order. You may check with your country’s customs office to determine if there will be additional costs.
Returns or refusals due to duties and taxes may result in a partial refund. The refund amount will exclude any charges or fees on returning package imposed by the courier or customs.
Please be aware that your item may be held at customs for inspection, delaying the overall delivery time. We are not responsible for delays, lost, damaged or stolen packages.
I don't see my country listed, what can I do?
Send us a message on Instagram or an email at contact@islanaturalphuket.com and we will set it up.
Why don’t you ship to the United States?
Unfortunately, we are unable to ship to the US at this time due to restrictions from Thailand Post. As of August 22, Thailand Post has suspended parcel delivery to the United States under the duty-free de minimis entry protocol. This change comes after the US administration suspended the agreement, meaning parcels under a certain value can no longer be sent duty-free.
We hope this situation will be resolved in the future, and we’ll update our shipping options as soon as service becomes available again.
Order Status
Where is my order?
You can track your order using the tracking number sent to your email once it has been shipped.
If you have not received a tracking number, or cannot track the package through the courier's website, please contact us directly.
My order hasn't turned up, what should I do?
Please use the courier's track and trace functionality on their website to understand where your goods are located.
We always recommend waiting a few more days than expected before raising any delivery issue with us - as couriers often ask for more time to complete the delivery before considering it as an issue.
However, if you have not received your order after a reasonable time, please get in touch and we will contact the courier for you.
Payment Methods
Which payment methods do you accept?
We accept:
- Thai bank transfers (use the bank details provided under “Bank Deposit”)
- PayPal (including credit/debit card payments)
- Wise (use the same bank details as for Bank Deposit)
All payments are processed securely through trusted platforms.
Can I pay with cash on delivery?
We currently do not offer cash on delivery. All orders must be paid online.
I'm having trouble with my payment, what should I do?
Please double-check that your billing details match your card or bank information. If the problem persists, contact us directly and we’ll try to help you complete your order.
Returns & Refunds
What is your exchange policy?
Due to the nature of our products, we do not offer exchanges. If you receive a damaged or incorrect product, please contact us and we’ll arrange a replacement or refund.
What is your return policy?
Due to the nature of our products, we do not offer returns. If you receive a damaged or incorrect product, please contact us and we’ll arrange a replacement or refund.
What is your refund policy?
If there’s a problem caused by us, such as a damaged or incorrect product, please email us within 48 hours of delivery at contact@islanaturalphuket.com with a photo of the item. We will replace the item at no extra cost.
Please note, we are not responsible for damages caused by the courier during shipping.