Frequently Asked Questions

Cannot find your question in the FAQ? Contact us.

I would like to shop at your store. Where is it located?

We are an online store and do not have a retail store in Singapore.

I do not wish to order online. How else can I place an order?

You can place an order by call or sms to +65 9338 1038 between 9 am and 8 pm on Mondays to Saturdays (Singapore time, GMT +8 hours). We also accept orders by email (orders@naturaworks.com).

I just placed an order and I forgot to add some items. Can I add them to the order?

Yes, you can add them as long as your order has not been packed and shipped. Please email your order number and items you want to add to orders@naturaworks.com. We will then advise you the amount to top up and the payment method.

I just placed an order and would like to change some items. How can I do it?

You can change the order as long as it has not been packed and shipped. Please email your order number and items you want to change to orders@naturaworks.com. We will then advise you the amount to top up and the payment method.

Do I need to set up an account to shop at NaturaWorks?

You do not need to set up an account but we encourage you to do so. With an account, you can save billing and shipping addresses, and check out faster in the future. This is where you will receive rebates once you qualify. It will also allow you to access your order history, track new orders and save items to your wish list.

I just placed an order. When will you ship it?

We ship the next working day. If the product you ordered is not in stock, we will inform you by email the expected shipping date.

How do you ship my order to me?

Our orders are either shipped by the Singapore Post or the appointed courier company.

For domestic orders, where shipping cost by Singapore Post's normal/registered mail is the same or higher than by courier, our ordering system will automatically only offer you shipping by courier.

How long does it take for my order to arrive?

It varies depending on the shipping location. We provide the estimated time taken beside the available shipping method at checkout. There may be delay during festive periods and, in the case of international shipment, due to customs clearance.

How do I calculate the shipping cost?

Shipping cost is calculated based on total order weight. You can add products you want to buy to your shopping cart and find out the shipping cost by clicking “Calculate Shipping & Handling” and entering the shipping location. Shipping cost is capped at SGD 8 for domestic orders.

How can I track my order?

International shipment (except tester-only shipment) and domestic shipment by registered mail/courier are trackable. The level of tracking details differs by destination country and delivery vendor (track your order).

I reside in Singapore. Do you ship free if I purchase above a certain amount?

Yes, we ship free (by registered mail or courier) if you purchase SGD 80 and above. Please choose the FREE SHIPPING option at checkout.

I reside in Singapore. Can I collect my order from you?

Yes, you can collect from Redhill MRT station at 12.30pm or 6.30pm on Tuesdays and Thursdays. Alternatively, you can collect on Saturdays at 12.30pm. No minimum purchase is necessary.

If order value is S$20 and above, you have another option to collect from Raffles Place MRT station at 1pm on Tuesdays and Thursdays.

We will contact you to arrange a collection date and time after you have placed an order.

I reside in Singapore. What is the difference between shipping by normal and registered mail?

There is a risk (although small) of losing shipment by normal mail. Shipping by registered mail is trackable and recommended. It costs SGD 2.25 more. Alternatively, you can opt for shipping by courier which is also trackable.

What forms of payment do you accept?

We accept payment by credit card and paypal. Singapore customers can also pay by bank transfer, cheque or cash. Cash payment is available for self collected orders only.

I reside outside Singapore and do not have a credit card or paypal account. Can I pay by telegraphic transfer?

Yes, you can email your order to orders@naturaworks.com and we will provide you the bank account details for the transfer. Our account only accepts SGD and you will have to bear the charges related to the transfer.

What is the shelf life of your product?

Many of our products do not have a long shelf life as they are made from organic or natural ingredients. Some of them, especially food items, are shipped to us by the manufacturer with expiration dates of less than one year. Where possible, we have provided the expiry date on our website. Non food items will be shipped at least four months prior to their expiration. Organic or natural foods will be shipped at least two months prior to their expiration due to the nature of their contents and shorter shelf life.

I am looking for a product but you do not seem to carry it. Can you help me search for it?

Yes. We have successfully helped many customers find natural products not found in our store. Some of the commonly requested items even became our regularly stocked products. Please email the product description to orders@naturaworks.com and we will try our best to source it for you.

What currency are your prices in?

Our prices are in SGD. You can also view the estimated prices in another currency using the “Currency Selector”. You will still be charged in SGD at checkout.

Is there tax charged on my order?

You will not be charged GST/VAT. International customers may have to pay tax according to the destination country’s tax law.

What is your return policy?

We check all products to be in good condition before shipping. Care is also taken during packing to prevent damage during shipment. Should an item delivered be damaged, we will replace it or refund you if you report within 7 days of receipt. Examples of damaged items are broken safety seal, cracked compact powder, cracked container and broken glass. Dented bottle or package is not considered damaged because it does not affect the safety or potency of the product inside.

My order arrived but one of the products is damaged. What can I do?

You can call +65-9338-1038 or email orders@naturaworks.com to explain the situation.

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