FAQs

Providing our customers’ easy online experience is our top priority.

Below are some of the most common queries we had received. 
If you have other queries, we are more than happy to hear from you. You can contact us through emailcustomercare@naturalponti.com.hk or Whatsapp us (no answer call) at (852) 9012 8569 from Monday to Friday (9am - 6pm) except public holidays.

FAQS

Ordering
Q. How do I buy online? 
A. Register as a member and login your account.  Click on “Products” and by adding a product to your cart and checking out would allow you to purchase your items online within our website. 


Q. Where is my cart and how do I add an item on computer?
A. Your cart resides in the navigation bar with a “BASKET” icon. Adding an item into your cart is as simple as clicking on “ADD TO CART” of our store.


Q. How do I remove my item in the cart?
A. Removing an item in your cart can be done by clicking on the cart within the navigation bar and clicking on the “Remove” icon beside the price area.


Q. How do I trace my online order?
A. By logging into your account and viewing your recent orders within your Account Overview would show the order status as well as the more detailed information if “Orders” is clicked.


Q. How do I cancel an order?
A. You can only cancel your order before you make payment.


Q. I am looking for bulk purchase and how can I get them?
A. You may email to customercare@naturalponti.com.hk or Whatsapp us (no answer call) at (852) 9012 8569 from Monday to Friday (9am - 6pm) except public holidays.


Payment
Q. What type of payment can I use?
A. Credit/Debit card (MasterCard, Visa, AMEX) through PayPal, a PayPal Account or Payme.


Q. Do I need to have a PayPal Account for ordering at your website?
A. No, your can directly pay with your credit/debit card after clicking with the PayPal button.


Delivery
Q. Which countries do you deliver to?
A. We only deliver within Hong Kong at the moment.


Q. What are the delivery charges?
A. Free delivery for orders over HK$500 to one location. HK$80 will be charged for orders below HK$500 for delivery to one single location depend on the location of remote areas. We reserve the right to have an additional fee if no elevators are available on premises.


Q. How long will it take for my order to be delivered?
A. The soonest delivery shall be available 4 working days from the day of our order confirmation.


Q. Who can receive my order?
A. The delivery must be received by person aged 18 or above. We reserve the right to request for valid identification.  Please note that all goods will be delivered when there is somebody in.  We cannot accept responsibility for goods left outside at your request.


Q. What if my item arrives damaged, incorrect or missing?
A. We strive to make sure this never happens but in the event that it does, kindly contact us immediately for further assistance. Please refer to our Terms and Conditions for more details.


Q. What is your return policy?
A. Please refer to Refund and Return Policy under Terms and Conditions.


Membership account
Q. What do I do if I forget my password or user login?
A. If you were to forget your password, there is a “forgot password” link within the login page for you to request for a password reset. Your user login would be your email and if you were to forget your user login, please email to customercare@naturalponti.com.hk or whatsapp us (no answer call) at (852) 9012 8569 from Monday to Friday (9am - 6pm) except public holidays to verify that you are the rightful owner of the account.


Q. How do I edit my personal or delivery information of login account?
A. Within your Account Overview, you are able to edit your personal / delivery information by clicking on “Profile”.  Please note that we only accept the change before order placed.


Q. How secure is the information I provide to Natural Ponti Ltd?
A. Everything on Natural Ponti Ltd will only be used internally as no information would be shared with anyone else. Encryption over the internet is of a global standard and payment transactions are only made through secure socket layers to ensure protection from any intruders. For more details, please refer to our Privacy Policy.

Updated on 31st December 2019