Frequently Asked Question

How can we help you?

I am receiving an email that is not for me

Our apologies if you are receiving emails that are not intended for you. To avoid this from happening again, please click on the “Unsubscribe” link at the bottom of the email and we will take you off our mailing list.

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Are your products authentic?

Yes. We work directly with the brands and authorised distributors to ensure that all products we sell are authentic.

Can I get a list of ingredients for a product?

Please see the list of ingredients on each product page.

Can you notify me when an “Out of stock” product is back in stock?

We love our beauty products and know how frustrating it is when a product is out of stock. Please click the “Waitlist Me” button located on the product page. You will receive an automated notification via email once the item is back in stock.

Do you offer product samples?

We offer specially curated samples, which are available upon checkout. Please choose from the available samples on the checkout page before going to the shipping page. Due to high demand, we offer 1 sample per order and on a while stock last basis.

  • Samples are not available during Sale.
  • Substitutions (at random) will be given for out-of-stock samples.
How do I receive Premium samples?

You may avail Premium samples when your total is SGD 120 and above. (after discount).

  • Premium samples are bigger in size or have higher value.
  • Premium samples are on while stock last basis
  • Substitutions (at random) will be given for out-of-stock samples.
How do I know if a product is Halal certified or Vegan?

Products marked with Halal and Vegan brand has been certified by our brands, meaning they do not contain any animal products, by-products or alcohol. Please note that our Halal products have not been certified by Majlis Ugama Islam Singapura (MUIS)

Can I request or suggest a product or brand?

We love to hear from our customers, especially about a product we do not currently carry. Feel free to send us an and address it to our Merchandising Department.

Is it safe and secure to shop at My Planet Natural?

Yes! Absolutely

We are hosted in Singapore, home to some of the most advanced cyberinfrastructure and security development in the world. We use secure 3rd party payment gateways and your payment details are never retained by us.

We also use the HTTPS protocol. This essentially tells our visitors that they’re interacting with the proper server and nothing else can alter or intercept the content they’re viewing.

Always look for the HTTPS in our URL. If this does not show for you please email us immediately.

Additional security features are provided on our server to protect both us and you.

What kind of payment method may I use at My Planet Natual?

You can pay with most major credit cards via our Stripe or Pay Pal payment gateways.

Using these payment gateways means your credit card details are never held by us. Stripe and Paypal are highly secure and reputable online financial payment platforms.

Is payment via Cash On Delivery an option?

We do not currently accept cash on delivery.

Why does my Order Status show “payment pending”? Should I re-create a new order?

Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us at [email protected] or via the contact us page.

What are your delivery options and how much is shipping?

We offer Tiered Shipping throughout Singapore except for restricted areas. Please provide us with a valid shipping address and contact details.

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Order AmountStandard 3-5 days shipping (no time slots)Standard+ with Day &Time slotsNext Day with Time slots
Orders below $40$7$10$15
Orders $40 – $64Free$3$8
Orders $65 – $109FreeFree$5
Orders $110 and aboveFreeFreeFree

♦ A shipping fee will apply if your minimum purchase amount falls below minimum shipping after discounts.
♦ We are closed for delivery on Saturdays, Sundays and on Singaporean Public Holidays
♦ Shipping may take longer during sale periods, holidays and extreme weather

Can I choose a time slot?

You may choose a time slot if you choose Standard+ with Time Slots or Next Day Shipping at the checkout page

  • 9:00 12:00
  • 12:00-15:00
  • 15:00-18:00
  • 18:00-22:00

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Can I upgrade my delivery methods afterwards?

Unfortunately once your order has been paid and processed, we are unable to change your Shipping Method.

Can I collect my order directly anywhere in Singapore?

You may opt for self-collection via PopStation.

How can I collect my package at SingPost POPStation?
  • Process your payment. Cash On Delivery is not available.
  • Please check your email to confirm your order is received.
  • Once your order is ready to be collected at the POPStation, you will receive an SMS and email.
  • Please collect your order within five days of receiving the SMS and email notification. Uncollected orders will be sent to the post office nearest to the POPStation where it will be available for collection for another five working days. You will receive an SMS message and email from SingPost when this occurs. If the package is still uncollected, it will be returned to Sephora and your order will be cancelled.
  • Your tracking number will be sent to you via SMS and email once your order has left our warehouse. This may take up to 5 working days. You can track your package by and entering your tracking number or by calling SingPost at 1800 222 5777.
Do you ship to P.O. BOX or Parcel Lockers?

As we require a signature for all packages, we do not ship to P.O. BOX or Parcel Lockers. We only ship to valid residential or home address to which we can ship the order. My Planet Natural will not be liable for any lost orders should you request for your order to be delivered without any signature. Any request for Authority to Leave without Signature will be at your own risk.

Where are the 10 SingPost POPStation locations?
PopStationAddressHours of OperationLocation
[email protected] Post Ctr10 Eunos Rd 8 S40860024 hoursat 24/7 Auto Lobby
[email protected]2 Jurong East Central 1 S60973124 hoursLevel 2 Lift Lobby
[email protected] Timah PO20 Toh Yih Dr S59656924 hoursat 24/7 Auto Lobby
[email protected] PO194 Thomson Post Office S5743399am – 11pmAt 24/7 Auto Lobby
[email protected] World City1 Kim Seng Promenade S2379947am – 1amnext to #02-43
[email protected] Mall311 New Upper Changi Road S4673607am – 11pmLevel B2, Linkway to the MRT
[email protected] Place PO10 Collyer Quay S0493156am – 11pmat 24/7 Auto Lobby
[email protected] Plaza10 Anson Rd S07990324 hoursLevel 2 Walkway, next to the cargo lift access
[email protected] Central PO727 Ang Mo Kio Ave 6 S56072724 hoursat 24/7 Auto Lobby
[email protected] Pasir PO6 Potong Pasir Ave 2 S3583619am – 10pmat 24/7 Auto Lobby
[email protected] Lebar PO11 Tanjong Katong Road S91439010am – 9:30pmat 24/7 Auto Lobby
What should I do if my order has not arrived?

Please email us [email protected] and we will get you in touch with our partner courier

I entered the wrong address, what should I do?

The delivery address for an order must be a valid residential address – we do not ship to P.O. Box or Parcel Lockers. Unfortunately, the delivery address cannot be amended once the order has been paid.
In the event that the wrong address is indicated in the order, and the package is delivered, My Planet Natural will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

Will I get charged for a re-delivery?

If we attempt to deliver your order, but you are not present to receive it; we will re-deliver on the next available date. Please note, there is a re-delivery fee of S$10 if your delivery fails 2x

How to track my order?

To track and check the status of your order, and enter the tracking number sent to your email. Please contact the courier to check on the status of your package

Do you process orders during Public Holidays?

Unfortunately, our warehouse is closed during Public Holidays your orders will be processed on the next working day.

What should I do if there’s a delay in my delivery?

Well in most cases we would have contacted you already via your account details. If we have not and you have a concern about your delivery please contact us or email us at [email protected]

What happens if I’m not available to receive my package upon delivery?

If there is no one available to receive the package when your delivery arrives, one of the following may happen. The courier will:

1) Fail the delivery & an email will be sent to you with a rescheduling link to choose the next date/time-slot for your delivery. Should there not be a date/time-slot chosen, our courier will reschedule it for a re-delivery for the next business day.

2) Give you a call to check if you would like to have your package left at a secure location of your choice.

 

What is the return and exchange policy?

For defective and incorrect items, we have a 14-day exchange policy upon receipt of order, subject to the following terms and conditions:

    1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
    2. Items purchased as part of a set or a multi-item pack must be returned as a whole set.
    3. If you change your mind about the product, please see instructions below.
    4. This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable


For returns, please email us at [email protected] 
with your order number and information on the affected item. Returned items must meet the requirements above.
Refund is only applicable if the item is out of stock

What do I do if I had an allergic reaction?

We specially curate the products we carry. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to [email protected] We will communicate this to the brand and help find an appropriate solution. Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

What happens if I am unhappy with the product I purchase or I changed my mind?

We do not accept the return of items if you have made an incorrect purchase or you changed your mind after receiving the items. Please review your cart before completing the order.

How can I return items purchased for an approved return?

All agreed returns can be returned within 14 days. Terms and conditions apply.

Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them. However, we can see your wish list and based our samples and gifting around your wishlist preferences. Please also check the ingredients listing before completing your purchase to identify any allergens.

I am having problems logging into my account
    If you receive a message stating that your email address/password is not recognised – please follow the steps below:
  1. Please clear your cache and browser history. Close and open a new browser.
  2. Make sure you are using the same email address and password you registered with.
  3. If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account

If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please email/ with the details and screenshots of the error.

Will my personal information be shared with third parties?

My Planet Natural prides itself on providing a safe and secure shopping experience. All information is kept secure, private and confidential. We do not share or sell your personal details with any third parties. With payments, we never receive or collect your payment data. This is done via secure payment partners whom do not share this data with our store. For more information, please read our Privacy Policy in full.

What is the Blue Planet Rewards Program?

Blue Planet Rewards is our loyalty program (“Program”) that allows you to earn points, redeem rewards (“Rewards”), receive member exclusive promotions, welcome and birthday surprises and the latest my planet natural news. The Program is available online for to our global clientele.

How do I sign up for the Blue Planet Rewards Program?

There are two ways to do this:

Sign up online

you can register it online in store. You may register for a new account online and a new Membership number will be emailed to you within 24 hours.

How do I earn Blue Planet Rewards points?

You can earn points through any of the methods given below:

  1. Every S$1 spent = 10 point*
  2. Complete your Profile online = 100 points (one-time only)
  3. Product review of purchased products (approved) = 25 points
  4. Social share = 25 points

*Points will be credited into your Blue Planet account once your order is delivered when you make a purchase online. Points will be credited within 48 hours when you make a purchase in-store.

How do I redeem Rewards?

Once you log into your Blue Planet Rewards account online, you can add a Reward to your basket from the Rewards Boutique. You can also select from the Rewards available during the checkout process. All Rewards can be redeemed only upon purchase of merchandise.

Are there any limitations to the number of Rewards I can redeem in a single purchase?

Unfortunately, due to limited quantities, you can only redeem one unit of any particular Reward in a single purchase.

Do I need to pay a fee for the Blue Planet Rewards Program?

No, Blue Planet membership is not a paid membership but rather a loyalty program for your patronage and commitment to change.

How do I check my points balance?

To view your Blue Planet Rewards points balance online, simply log into your online account. You may view your points balance, as well as your point activity in the ‘Point History’ section in the tab ‘My Accounts’ or the ” Earn Rewards” tab at the footer of each page. 

Do the points I accumulate expire?

If your account has been inactive for a period of 18 months, your points will be removed from your account.

What happens to my points when I return items?

Points will be deducted from your account when merchandise is returned.

How can I redeem my Birthday Gift?

theVIP and A-Lister Honey Money members are eligible to redeem one birthday gift per year during their birthday month. To redeem online, a merchandise purchase is required. Please click on your loyalty redemption tab at checkout to receive your birthday gift.

Due to limited quantities, the substitution of gifts may occur. Gifts will be available while stocks last. This offer is subject to change, alteration, or termination by My Planet Natural is at its sole discretion at any time.

How do I change or update my personal details?

Please log into your online account to update your Name, Email and Mobile Number. You may email customer service at [email protected] to update your address details.

Can I earn points across borders?

Yes, Points earned are based on local currency.

I am receiving an email that is not for me?

Our apologies if you are receiving emails that are not intended for you. To avoid this from happening again, please click on the “Unsubscribe” link at the bottom of the email and we will remove you from our mailing list.