Frequently Asked Questions

BUSINESS

Where are you located?

• We are based in Bangkok, Thailand
• Our passionate team works hard every day to bring the best Thai products and culture to the world
• We ship internationally using multiple trusted shipping services

What are your customer service hours?

• Monday to Saturday
• 8:00 AM to 5:00 PM (Thailand time)
• Closed on Sundays and public holidays

SHOPPING INFORMATION

Are your products authentic?

• Yes, all products are 100% authentic
• We source directly from top Thai brands and trusted distributors
• You’ll receive exactly what Thai locals use

Are all products made in Thailand?

• Yes, all items are from well-known Thai brands
• Products are made in or for the Thai market

What are your product quality standards?

• We carefully select the products we offer
• Only top-quality, trusted brands are featured in our store

Can I get more information on a product?

• Each product includes a detailed English description
• If you still have questions, feel free to contact our support team

I can’t read my product’s instructions. What should I do?

• Most instructions are provided on the website in English
• If not, simply reach out to us and we’ll help explain how to use the product

PAYMENT, PRICING AND PROMOTIONS

What payment methods do you accept?

• We accept:
• Credit cards (Visa, Mastercard, etc.)
• PayPal
• Apple Pay / Google Pay
• Additional methods depending on your country

Do you collect sales tax or VAT?

• We ship using Delivery Duties Unpaid (DDU)
• You are responsible for any import taxes, customs duties, or fees charged by your country

ORDER MANAGEMENT

Can I cancel or change my order?

• Once placed, orders cannot be changed or modified
• You may request cancellation within 1 hour of placing your order
• After 1 hour or once shipped, the order is final and you’ll need to follow our Return Policy

I made a mistake in my shipping or contact information. What should I do?

• Contact us within 1 hour and we’ll try to help
• After 1 hour or once shipped, we can no longer make changes

What is your return policy?

• You may return eligible items within 60 days of purchase
• Items must be:
• In new, unused condition
• In original packaging
• Return shipping is the customer’s responsibility
• Some categories are non-returnable for hygiene reasons (e.g., food, supplements, medical items)
• If your item arrives damaged, contact us within 7 days with:
• Your order number
• Clear photos of damage
• Packaging photos (inside and outside)
• See our full Return Policy for details

Do I have to pay customs fees for international orders?

• Yes, you are responsible for paying any customs duties or taxes
• If you refuse to pay, the parcel may be returned or disposed of, and we may not be able to issue a refund

How can I track my order?

• Once shipped, you will receive an email with your tracking number
• Use the link in the email or our tracking page to monitor your shipment

SHIPPING & DELIVERY

Which countries do you ship to?

• We ship worldwide
• If your country isn’t listed at checkout, please contact us

What are your shipping methods?

• We use tracked international services, primarily ePacket and other reliable couriers
• All orders come with a tracking number

What are your shipping rates?

• Shipping costs are calculated at checkout based on:
• Destination
• Order weight and size

What if I don’t pay the customs duty?

• Your package may be:
• Returned to us (with a fee deducted from your refund)
• Held or disposed of by customs
• Please check your country’s import rules before ordering

I received an email from the courier. What should I do?

• Follow the courier’s instructions
• Or contact us if you need assistance — we’re happy to help

My order arrived damaged. Who should I contact?

• Contact us right away at support@boonchoo.com or via our contact form
• Include:
• Order number
• Description of the damage
• Photos of the damaged item(s) and packaging
• We’ll work with you to resolve the issue quickly