Frequently Asked Questions
HOW TO SHOP & PLACE AN ORDER
How do I place an order?
(1)Choose a category or designer from the navigation menu or search to explore a specific product or style.
(2)Select the size and color of your item and click “Add to bag”. After you have add all the items wanted, you can proceed to checkout under shopping bag.
(3)Sign in your account if you have not yet done. If you don’t have an account, then simply enter your email address to proceed.
(4)Enter your address and payment information to complete your order. After your purchase confirmation, it will be prepared and shipped to you. We’ll be sure to keep you updated every step of the way.
Do I need an account to place an order?
An email address is all you need to start the order process. We recommend that you register for NATBAY account so as to start adding your favorite items to your wishlist, collecting NATBAY rewards points and fastening your next purchase.
How do I know NATBAY received my order?
Once we have received your order, you will receive an email confirming your order. Please note this does not guarantee the merchandise is available.
Can I cancel or make changes to my order?
As your order will be prepared quickly for dispatch, please call Customer Care at +66-2015-2555 as soon as possible. Once an item has shipped, an order cannot be canceled.
Can I modify my order?
You have an option to cancel the order and place a new one. Please call Customer Care at +66-2015-2555.
Can NATBAY ship to multiple addresses for the same order?
We cannot ship to multiple address for the same order but you can place separate orders for different addresses.
What should I do if I have forgotten my password?
You can simply enter your email address and click “Forgot your password” on Sign In page and then receive an email for password reset.
How do I receive NATAY email updates?
You can enter your email address under “Connect” at the bottom of our homepage so as to stay informed of new arrivals, trends, and exclusive promotions. Feel free to set your own email preference under “My Account”
Can I place an order over the phone?
Our friendly Customer Service Representative are happy to assist you with placing your order over the phone.
Where can I find size & fit advice?
There is “Size Guide” on the item’s page.
NATBAY PRICING & PAYMENT
Which currencies can I shop in?
The shopping currency is suggested by your shipping destination and will be displayed at checkout. If your local currency is not available, your order will probably suggested to charge in USD for a more competitive exchange rate.
Which currency can be accepted?
You can choose to pay in USD, EUR, HKD, RMD and THB, or you can choose your preferred currency with the use of Asiapay.
What payment methods does NAYBAY accept?
- JCB (only available to Japan, Thailand)
- China UnionPay (only available to China, Taiwan, Hong Kong and Macau)
- Alipay (only available to China, Taiwan, Hong Kong and Macau)
- Cost on delivery (only available to Thailand)
- Internet Banking (only available to Thailand)
- Bill Payment (only available to Thailand)
- LinePay (only available to Thailand)
Will my personal details stay safe?
PRODUCT AVAILABILITY & AUTHENTICITY
Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. Hence, placing an item in your shopping bag or wishlist does not reserve it.
Are NATBAY items authentic?
we guarantee all items are authentic. Authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.
How will my order be packaged?
Your order will be packed carefully in a protective NATBAY box to ensure great condition parcel arrival to you. Additional branded packaging such as watch packaging will be included if provided by the brand.
SHIPPING, TAXES & DUTIES
How much will I be charged for shipping?
Our shipping costs vary depending on the size, weight and destination of your chosen items. This information will appear at the checkout. We offer one shipping fee for one order. That’s mean you can purchase multiple items from multiple locations for one fee.
Do you offer same day delivery?
We are currently development this kind of service and will be ready in Bangkok in the near future.
When will I receive my item and how can I track delivery?
After order confirmation, your item will be prepared and sent on its way within 2 business days. Delivery will normally take 2-15 business days, depending on your and vendor’s location.
We will keep you informed on the order status. You can also follow the progress in your account under “My Orders”. If you ordered from multiple NATBAY vendors, please be aware that your items will arrive separately.
RETURNS & REFUNDS
How long does it take to receive a refund?
After we received your return package, we will send you’re an email to acknowledge our receipt. It may take up to 6 weeks to settle your request.