Q: What methods of payment do you currently accept?

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

Q: When will my payment be processed?

Your card will be charged during checkout once your order has been placed.

Q: Why have you charged me more than the total?

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may be temporary holds or fees associated with card usage. Please refer to the terms and conditions of the card you are using for further details. If you are not using a prepaid card and believe you have been overcharged, please do contact us and we’ll be happy to assist you.


Q: Can I cancel my order?

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.

Cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 9:30 AM-5 PM EST/GMT). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.

Q: Can I remove products from my order?

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

Q: Can I change my shipping address on an order that’s been placed?

We are unable to update or amend shipping addresses once an order has been placed. If there is an error in your shipping address, we kindly recommend requesting a cancellation and placing a new order with the correct shipping address.

Q: How many products can I order at a time?

As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order.

Q: I placed an order on your website and never received a confirmation email. ?

Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam.

If you haven’t received confirmation from us, please contact our customer service team and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Q: How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.

If you have a NRICH CARE account, you can view your order status using your order number and your email address here once your order has been shipped.

Q: I did not receive a tracking number!

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

Q: There’s an item missing/damaged! My order is wrong.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please send an email to with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.

Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

Q: My order has been shipped to the wrong address!

Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed.

However, if you see that your parcel is being returned back to NRICH CARE, simply reach out to our customer serive team and let us know! We can reship your order a second time, to the same address originally input at checkout, however at an additional cost. However, if you wish to change the destination, kindly note, your order will be refunded and you must place the order again with the updated shipping address.

If your parcel is returned and we have not heard from you, the NRICH CARE team will begin the refund process once the parcel has been received back at our warehouse.

Q: I’m having issues tracking my order; can you help me?

Once an order has left our facility, please note that it can take a few business days for some shipping couriers to update further tracking details on their website.

If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to our Customer Service team will get right on that for you!

Q: My order is stuck with customs!

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system, and your package may be delayed up to 7 weeks. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service.

Q: My package is being Returned to Sender (RTS) - What can I do?

If you see that your parcel is being returned back to NRICH CARE, simply reach out to customer service and let us know! We can reship your order a second time however at an additional cost. If your parcel is returned and we have not heard from you, the NRICH CARE team will begin the refund process once the parcel has been received back at our warehouse.

Q: My order is missing/stolen!

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.

Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to NRICH CARE or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.


Q: What is your return policy?

We’re sorry to hear that it’s not working out. If you are not satisfied with your purchase made through the NRICH CARE website, we are happy to let you know that you can return any unwanted products that are barely used or untouched within 30 days from the date of purchase as stated on your invoice/receipt.

Please note that items purchased as a bundle or set (must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

You can view the full Return Policy and return instructions here

Q: How do I return an item purchased from a NRICH CARE Pop-up Shop?

If you change your mind about a purchase and the pop-up shop is no longer present, you may return the item to any of our NRICH CARE location at Pership House One, 72C Bauddhaloka Mawatha, Colombo 4.

Please note that a receipt or proof of purchase is required to process your refund on your original method of payment. We do not offer store credit. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout or the original method of payment used.

Q: Are shipping fees refundable?

At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.

Q: I bought my product from another retailer, can I return it to NRICH CARE?

Unfortunately, we are only able to offer returns for products that were purchased from our website/stores directly. In this case, we must honour the refund policy that has been put in place by the retailer the product has been originally purchased from. For more information, please review our Return Policy.

Q: When will I get my refund?

As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 14 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we’ll send you an updated copy of your invoice that will show the refunded items.

Q: Why is my refund less than the amount paid?

Refunds are issued in the same currency as the order was paid. However, please note if you say using a card with a different currency, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid.

Q: Can I mail back purchases?

In order to receive a refund to your original method of payment, purchases must be returned to Pership House One, 72C Bauddhaloka Mawatha, Colombo 4. If you are unable to do so, please contact our Customer service team via our contact page for further assistance.

Q: I lost my NRICH CARE receipt, what can I do?

We will try our best to retrieve your store receipt on our end. Please fill out this form and provide as much information as you can. Unfortunately, if we are unable to locate your receipt we will not be able to issue a refund.

Q: Can you refund on to another card?

Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card.


Q: Where does NRICH CARE ship to?

Currently we only ship within Sri Lanka.

Q: What is the estimate for delivery?

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email from NRICH CARE once your order has shipped with your tracking number for each order, along with a tracking link.

We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via our contact page with any further queries you may have.

Q: How long does an order take to process?

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 7 – 14 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. NRICH CARE takes no responsibility if you are not there to receive your order.

COVID-19 Update: Order processing may be further delayed in some instances. We are also mindful of any sanitization processes our couriers have in place that may delay processing to ensure your order is delivered safely.

Q: Do my billing and shipping addresses need to be the same?

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

Q: Are there any taxes, brokerage, or customs fees?

There will be no additional shipping associated charges for orders shipped to destinations with a duty-paid service. For all other destinations, you may be charged additional handling, import, or tax fees as your order passes through customs. Please note, any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any fees incurred after an order has been fulfilled from our warehouse. Should you require any further clarification, please do not hesitate to reach out to us.


Q: My transaction was declined but my card was charged?

If there were multiple attempts to pay for your order. You may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. However, as the transaction was declined no funds have been transferred to NRICH CARE.

Q: How do I sign up for an account?

You can sign up for an account by visiting this link and filling out the fields under “NEW CUSTOMER”. Happy Shopping!

Q: Can I update my email address? How do I change my password?

To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.

Q: Data Privacy

For more information on our data practices please review our privacy policy


Q: How can I get in touch with Customer Service?

Our Customer Service team is based out of our office at Pership House One, 72C Baudhhaloka Mawatha, Colombo 4. The team’s hours of service are Monday to Friday from 9:30 AM to 5 PM UTC (excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page to submit your inquiry or give us a call.

Q: When can I expect a response to my email?

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

Q: Can I place an order over the phone?

Our Customer Service team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.