FAQs
Orders & Payment
What payment methods can I use?
Card payments through PayHere and DirectPay, buy-now-pay-later through Mintpay, KOKO and Payzy, bank transfer, and cash on delivery. Every option that appears at checkout is live — if you can select it, you can pay with it.
Do members get a discount?
Yes. Signed-in customers get 3% off the value of the goods on every order. It is applied automatically at checkout — you will see it on the order summary before you pay. Delivery is not discounted.
Can I cancel my order?
Cancellations are accepted within 24 hours of placing the order. After that it may already have been shipped. Call 070 22 99 696 as soon as you can — the sooner you reach us, the more likely we can stop it.
Do I need an account to order?
No — you can check out as a guest. An account is worth having though: it applies the 3% member discount, saves your address, and lets you track any past order without hunting for an order number.
Delivery & Collection
How long will my order take?
Orders are processed and shipped within 24–48 hours. Delivery usually takes 3–7 business days depending on where you are. Full details are in our Shipping Policy.
How much is delivery?
A flat LKR 400 on every order, anywhere in Sri Lanka.
How do I track my order?
CityPak handle our deliveries. Once your order ships you will get a tracking number by email. You can also use our tracking page — sign in and pick the order from a list, or enter your order number and billing email as a guest.
Can I collect my order instead?
Yes. Choose Store pickup or PickMe Flash / Uber at checkout. Collection is from No. 15, Mount Avenue, Mount Lavinia, daily between 9:00 AM and 5:00 PM. Please wait until we confirm your order is ready before sending a rider — otherwise the trip is wasted.
Do you deliver everywhere in Sri Lanka?
Almost everywhere. A few areas are not serviceable by our delivery partners; if yours is one of them we will contact you to arrange an alternative.
Returns & Refunds
Something arrived damaged or faulty.
Contact us within 7 days of receiving the order and we will provide a full refund or a replacement.
Can I return something I simply didn't get on with?
You may return it within 7 days of receiving your order for a partial refund or an exchange. See the Refund and Returns Policy for the conditions.
I paid with Mintpay, KOKO or another BNPL service.
Those orders can only be refunded partially — up to 90% of the total, excluding delivery. The BNPL providers charge us a sales commission that is not refundable to us.
How long do refunds take?
Refunds take up to 7 working days to be initiated.
Products
Are your products authentic?
Yes. Everything we sell is 100% authentic and sourced through legitimate channels.
How do I check a product's expiry date?
Use our expiry date checker for CeraVe, Cetaphil or Neutrogena, which decodes the batch code printed on the packaging.
How do I find something for my skin?
Try Find Your Match — filter by skin concern, skin type, ingredient or product format. Or ask DermaBot, our skincare assistant, in the corner of any page.
An item I want is out of stock.
Use the notify option on the product page and we will email you when it is back. Stock moves quickly, so it is worth setting.
Still need help?
Call us on 070 22 99 696 or send a message from the contact page. We usually reply within one working day.
