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Return, Exchanges & Cancellation

Can I cancel my order?

We try to process your order as fast as we can. That means there’s little time to make adjustments or cancel the order. If you wish to cancel your order, please email us at within 12 hours of placing your order with the order number and the subject line as "Cancellation". We’ll do our best to accommodate you!

What’s your return policy?

We’re sorry that you didn’t love your Natugee products! We want you to enjoy your skincare experience as much as possible, which is why we’re here to help. 

We claim full responsibility for any damage and/or defects, which must be reported to upon delivery. Unfortunately, we do not offer refunds if a product didn’t work out for you. 

Any additional shipping and handling fees will not be covered upon instances outside of our error. 

Please note:

  • We cannot accept empty or nearly empty products.
  • We will only accept unopened, tested and gently used products.
  • We cannot accept partial returns or exchanges for bundle sets.  You must return the complete set.
  • We are not responsible for personal damages to an item. If the item has been dropped, stolen, spilled, misused, etc., we cannot refund or accept a return.
  • Unfortunately, we cannot refund your original shipping charge.


Can I exchange a product?

We do not offer direct exchanges on Natugee products.

My Natugee products were damaged in transit!

Oh no- we’re so sorry to hear this! Please email us at with your full name, order number, and an image of the damaged products.

I received a wrong product!

We apologize for this inconvenience and take full responsibility for this mistake! Email us at and we will get you the right product as soon as possible.

Can't find your answer or just want to say hey?

Drop us a line at We’d love to hear from you and will reply as soon as possible!

  • Which forms of payment do you accept?

    We accept Visa, MasterCard, Discover and American Express credit and debit cards, PayPal, Stripe Pay, Billplz and FPX payment

  • Where does Natugee ship to?

    Natugee currently ships to Malaysia, Singapore and Brunei. We’re working on bringing Natugee to the rest of the world. Stay tuned for updates on our Instagram @natugee.

  • How long will my order take to arrive?

    We process and ship all orders Monday through Friday, except for Malaysia and  Singapore Holidays. 

    All Natugee orders are fulfilled the next business day. As soon as you get your confirmation email, standard shipping will take about 3 to 7 business days depending on your location. 

    (Note that all Natugee orders are shipped from Malaysia and it may take up to 48 hours for tracking information to update.)

    Please note that during holidays, new product launches and busier seasons, shipping are subject to delays.

    If you are shipping to other than Malaysia, Singapore, Brunei territories, shipping and delivery dates can exceed the noted amount.

    For specific questions, please reach out to

  • Do I qualify for free shipping?

    If you are in:

    1) Singapore, we offer free shipping on orders of SGD 200 or more.

    2) Brunei, free shipping on orders of BND 250 or more.

    3) Free shipping for the whole of Malaysia for purchase above RM 260.

  • How do I track my shipment?

    You can always track your shipment by checking your order history or just key in your tracking no to this link: Track Your Order