Do I need to have an account to shop online?

You do not need to have an account to shop online with us. Having an account with us will speed up the checkout process with information storage and allow you to keep track of your orders.

You also have the option to shop through guest checkout. However, your information will not be stored and you the checkout process might take longer. If you change your mind, you can still create an account after placing your order using your current details.

What are the benefits of creating an account?

By creating an account, you will be able to:
- Experience a faster checkout by saving your shipping and billng address
- View your order status and history under your account
- Save your favourite items in your Wishlist
- Be automatically enrolled into our online loyalty program

How do I create an account?

You can sign up for an account via our account creation page.

How do I reset/change my password?

Sign in your account and enter your email address under Forgot Password. You will receive an email with a link to reset your password.

How can I edit/update my account details?

Sign in to your account, navigate to "My Account and" then "My Profile". You can then edit/update your particulars.


Why is my promotion code is not working?

To ensure that your promotion code functions properly, please consider the following guidelines:

- Type the promotion code accurately in its intended letter case
- Avoid including any unnecessary spaces
- Verify that you meet all the promotion rules, such as minimum spending requirements, specific products or categories eligible for the discount and whether the discount can be combined with other promotions
- Take note of the expiration date to ensure that the code is still valid

What are the terms and conditions for promotions?

Promotions are not exchangeable for cash, voucher or in any other form. Promotions are only valid at our online store, unless otherwise stated. We reserve the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subject to change without prior notice. In the event of a dispute, our decision is final.

What do I do when items in my cart are out of stock?

If an item in your cart is unavailable, please remove the item will from your part before placing your order.

I did not complete the entire checkout process. Will my item(s) remain in my shopping bag?

Items that you previously added into your shopping bag under your account will remain in your shopping bag until you have successfully placed the order, unless it is out of stock or if you have removed the item(s) from it.

I received an error when placing my order, what should I do?

Please provide a screenshot of the page where you experienced the error, or copy the error message and send it to us for further assistance.

Can I make changes to or cancel my order once it's been placed?

Once your order has been successfully placed, it cannot be cancelled. This is because the order would have already have been sent to our warehouse for packing and shipping. We recommend checking your order details carefully, such as your shipping and product details, before placing your order.

How will I know if I have successfully placed my order?

Once your order has been placed successfully, you will receive an order confirmation email from us. This email serves as confirmation that we have received your order.

How can I check my order status?

To check the status of your order, please log in to your account and navigate to the "My Orders" section. From there, you will be able to see the current status of your order.

If you have chosen guest checkout, please use the tracking number from your shipment confirmation email to track your shipment on the courier company's website.

I received the wrong products, some products are missing or damaged, what should I do?

For such cases, please contact us within 7 days of receipt of delivery with photos of the wrong products, damaged products or incorrect number of items. Our customer service will work with you on finding a solution for you.

I have not received my package, what should I do?

If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order.
DHL Express orders can be tracked here.
Flash Express orders can be tracked here.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

Can an order be placed on my behalf?

We are unable to place orders on behalf of customers. Should you encounter any difficulties during the order process, we will be more than happy to assist you.

Why was my order cancelled?

Your order may be cancelled for several reasons. The most common one is if the product that you ordered is no longer in stock. You will be receiving an email confirming the cancellation of the order for such cases.


What are your delivery options, how long does it take and how much are the shipping charges?

Please refer to our Shipping & Returns page for more information.

I entered the wrong address, what should I do?

Once you have placed your order, we are unable to make any amendments to it. Our processes are automated and we are unable to make any modifications. Therefore, we strongly advise you to thoroughly review your shipping details before proceeding with the checkout process.

Please note that if an incorrect or invalid address is provided and the package is undelivered, the courier may charge an additional fee for a change of address.

In the event that an incorrect address is indicated in the order and the package is delivered to that address, we will not be held liable for any replacement or refunds.

How can I track my shipment status?

To check the status of your order, please log in to your account and navigate to the "My Orders" section. From there, you will be able to see the current status of your order.

If you have chosen guest checkout, please use the tracking number from your shipment confirmation email to track your shipment on the courier company's website.

Additionally, you will receive a shipping email confirmation from us once your order has been shipped out from our warehouse. You will be able to see the tracking number with the designated courier company in the email.

DHL Express orders can be tracked here​.

Flash orders can be tracked here.

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

Please note that our shipping times are general estimates and actual delivery times may vary depending on various factors such as the shipping carrier, customs procedures and the specific location of the recipient. Delivery times may also be longer during sale periods.

We strive to ensure timely delivery and you can continue tracking the shipment status. We appreciate your patience and understanding in such circumstances.

For any further inquiries or concerns, please don't hesitate to contact us.


Do I have to pay duties & taxes upon receiving my order?

Orders shipped outside of Thailand may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to paying such import taxes, customs duties and fees once the shipment reaches the recipient's country. We have no control over these charges and will not be held liable for any applicable charges.

Customs policies vary from country to country and if in doubt, please contact your local customs office for more information. Where customs clearance procedures are required, it may cause delays beyond our delivery timing estimates.

Are there any other taxes I need to be aware of?

Value added tax ('VAT') is a tax on the sale of goods or the provision of services. Goods purchased in Thailand are VAT inclusive and our online prices are reflective of the current 7% VAT.

Can I request for a tax refund?

We do not accept tax refunds for purchases made online.


Am I able to return or exchange a product that I bought from your online store?

Returns are not applicable for our web orders.

Exchanges are valid only for damaged or incorrect items received. For such cases, please contact us within 7 days of receipt of delivery with photos of the damaged or incorrect items. Please note that your item must be unused, in its original packaging and in the same condition that you received it.

In the event we are unable to fulfill your order, we may either refund the whole order or for the items that cannot be fulfilled.

Refunds will be processed according to the original payment method used. Please allow up to 7 working days for refunds to be processed. Once your refund is processed, you will receive a notification email. After we have refunded you, it might take up to another 7 working days or more to see it reflected in your account. This depends on your payment services provider. If you have not received your refund after 7 working days upon receiving the refund notification email, please contact your payment processor directly for assistance.

Am I able to return or exchange a product that I bought from your online store at any of your offline stores?

No, you are not able to return or exchange any products bought from the online store with any offline stores.


Which payment options do you accept?

We accept the following payment options:

Credit Card: We accept major credit cards, including Visa, Mastercard, American Express, and Union Pay. You can securely enter your credit card information during the checkout process.

PayPal: You can also choose to pay using your PayPal account. Simply select the PayPal option at checkout and you will be redirected to the PayPal website to complete your payment.

ShopPay: We offer the convenience of ShopPay, which allows you to securely save your payment details for quick and easy checkout in the future.

Please note that the availability of payment options may vary depending on your location and other factors.

Which currencies do you accept?

We currently only accept United States dollar for all destinations.

Will you store my payment information?

We do not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to our payment gateway providers.

Why is there a second step needed to authorise my payment?

Payments made via debit cards may have two records: authorisation and settlement. Authorisation refers to funds held by the bank and settlement refers to the process where the merchant has captured the fund that was on hold previously. Please note that you are only charged once although there are two separate records of authorisation and settlement. Please check with your bank for further clarification.

My payment has been declined, what should I do?

Please try again and make sure you are input the correct information for card number, expiry date, etc. If the problem persists, contact your issuing bank or try an alternative mode of payment. For further assistance, please contact us.

Is it safe and secure to shop at our online store?

We prioritize the security of our customers' personal and payment information. We implement industry-standard security measures to protect your data during the entire shopping process.

Our website uses secure encryption protocols (such as SSL) to ensure that all data transmitted between your browser and our server remains confidential. This encryption helps safeguard your personal and payment details, preventing unauthorized access or interception by third parties.

Additionally, we adhere to strict privacy policies and comply with applicable data protection regulations to ensure the confidentiality and integrity of your information.

Do you accept gift cards?

We currently do not accept gift cards of any form.


What is the eligibility criteria to be an online loyalty member?

Simply create an account with us to become an online loyalty member with us with our points-based systems. The more points you earn, the more benefits and privileges you will enjoy. Click here to sign up and become our member for free.

What are your online loyalty program member perks?

- Welcome points upon joining our programme
- Accumulate points as you spend​, that can be redeemed to offset your future purchases
- Birthday perks
- Exclusive access to special events and offers

How do I earn points?

Please refer to our Loyalty Programme page for details on how to earn points

How do I redeem points?

Please refer to our Loyalty Programme page for details on how to redeem points.

Can I transfer my points?

No, points are non-transferable.

Do my points have an expiry date?

All points expire 1 year from the date of issue.

Is your loyalty program applicable to offline stores?

Unfortunately, at the moment, you can only redeem your points on our online store. We apologize for any inconvenience this may cause.


What are some of your brand commitments?

As a brand, our deep commitments to honor tradition, empower local communities and protect the environment stand at the core of the way we operate. We firmly believe that through fair sourcing practices, dedicated product creation, and a continual commitment to our values, we embody what it means to retail with a difference. During the process of product creation, we consider:

Natural Ingredients: Bringing the best of nature to you. Our products are formulated using high-quality natural ingredients. We maintain that the ingredients in our blends average 95% in natural origins. Thus, we place an emphasis on sourcing high-quality natural or natural derivative ingredients to create products from the best the Earth has to offer.

Sustainability: Our brand's commitment to protect the environment has led us to become innovative with the way we offer environmentally-friendly packaging. All gift packaging have been replaced with sustainable materials. From fabric wraps woven from used plastic bottles and handmade mulberry-paper gift boxes, to bottles made from recycled plastic, environmental protection is not a compromise.

Vegan-friendly: Not only are our products formulated without harmful chemical components, they are also animal friendly and safe for vegan customers. No products are created using animal ingredients, derivatives, or byproducts. No products are tested on animals.

Empowering Local Communities: To champion local crafts and empower craft communities across the globe, we dedicate ourselves to sourcing from local artisans whose work embody rich culture and tradition as well as the commitment to quality. Through developing longstanding trust and partnership, we hope to celebrate not only the universal language of craft but also the communities that have worked to preserve them.

Where can I find your products?

Authentic Banyan Tree Essentials products are available at our retail stores (hyperlink to store locator page) and official partner websites.

Our partner websites:
- Tmall
- KrisShop

Are your products natural?

Our products are formulated using natural ingredients and their derivatives as main ingredients. Furthermore, in certain cases, some synthetic ingredients are also used to enhance the product's efficacy.

It is important to note that all our formulations strictly adhere to cosmetic regulations established by authoritative bodies such as the FOOD AND DRUG ADMINISTRATION (FDA), COSING, and CFTA. This ensures that our products are safe for our customers.

Are your products organic?

No, our products are not organic. It is important to note that while every organic ingredient is natural not every natural ingredient is organic. Nevertheless, we have incorporated a selection of organic ingredients into our products to enhance their effectiveness.

Are your products safe for use for pregnancy and breastfeeding?

For our massage and essential oils, it is not recommended for pregnant women or women who are breastfeeding.

Other products other than the listed above are considered safe for use during pregnancy and breastfeeding. Our ingredient compounds are free from harmful substances such as parabens, Retinol, Retin-A, Retinyl Palmitate, Dihydroxyacetone, Formaldehyde, Tetracycline, and Hydroquinone.

We recommend to always consult your doctor regarding product usage during pregnancy and breastfeeding.

Are your products safe for use for toddlers and babies?

Yes, our products are considered safe for use by individuals of all ages.

Our products are recommended for children who are at least 5 years old and they are formulated without harmful components for kids. However, it is important to be aware that children's skin conditions can vary and some children may have sensitivities to certain ingredients. Additionally, a few of the essential oils used in our products might potentially cause irritation, sensitisation or reactions in some individuals.

To ensure compatibility, we recommend conducting a patch test on a small area of skin before widespread use. Apply a small amount of the product to your forearm and wait for 48–72 hours to observe any reactions. If you experience redness, swelling, itching, or burning during this time, we advise discontinuing use of the product.

We recommend to always consult your doctor regarding product usage for toddlers and babies.

Are your products suitable for consumers with allergies?

Our products are meticulously designed to cater to all skin types, ensuring their safety and compatibility for every individual. However, some essential oils or active ingredients might irritate, sensitise, or trigger responses in some people. Here are some precautions to consider:

Know your allergies: Be aware of any allergies you may have to specific plants or botanicals. Avoid using essential oils derived from plants that you are allergic to

Patch test: Before using any essential oil on a larger area of your skin, conduct a patch test. Apply a diluted solution of the essential oil to a small patch of skin and wait for 24-48 hours to observe any adverse reactions. If redness, itching, swelling, or irritation occurs, discontinue use

Start slowly: If you are new to using essential oils, start with a small amount and observe your body's response. Gradually increase usage if no adverse reactions occur

Avoid direct contact: Avoid applying undiluted essential oils directly to the skin, particularly on sensitive areas or broken skin. Inhalation methods, such as using a diffuser, may be a safer option for some individuals

Dilution: Always dilute essential oils before applying them to the skin, especially if you have sensitive skin or are prone to allergies. Mixing essential oils with a carrier oil can help reduce the risk of irritation

Do your products contact any special ingredients that consumers should take note of?

Our products are formulated using main ingredients sourced from natural and their derivatives, without harmful additives. However, we advise you to refer to the usage instructions provided for each individual product, especially blended essential oil or fragrance that are not intended for direct skin application.

Avoid using new products on your face without conducting a patch test on a small area of skin to check for potential allergies or sensitivities

I had a skin reaction after using your skin products, what should I do?

We recommended to stop using the product if you suffer redness, swelling, itching. You can also apply some soothing product such as aloe vera gel to relieve itching and promote healing.

Are there any specific usage instructions for any of our products?

For our Jasmine Rice Collection, please refer to the steps below to get optimal results:

- Cleanse the face daily with Jasmine Rice Facial Foaming Wash
- Gently exfoliate 1-2 times/week using Jasmine Rice Facial Scrub
- Remove impurities with Jasmine Rice Facial Toner
- Remove excess oils and built-up dirt with Jasmine Rice Facial Clay Mask
- Lock in moisture with Jasmine Rice Facial Massage Cream/Jasmine Rice Night Cream/Jasmine Rice Day Cream

For massage oils, they can also be used as a moisturiser for your skin after a shower or bath. Warm the oil in the palms of your hand, then massage all over the body using long smooth strokes to lock in moisture.

For our essentials oils, add a few drops of essential oil into your burner after filling it with water. Light your heat source under your burner for the scent to diffuse. Alternatively, you can add drops of essential oil into the bathub during your shower for ultimate relaxation.

Are there any product usage restrictions to take note of?

It is advised to avoid essential oils during the following periods: the first trimester of pregnancy, during labor, and the initial weeks after childbirth.

Avoid the use of undiluted essential oils on the skin as irritation may occur.

Essential oils and massage oils are flammable and photosensitive. Keep away from open flame and direct sunlight.

The recommended age for children to begin using products is ages 5 and above.

How can I choose the right body moisturiser for me?

We provide 3 different types of body moisturisers: Body Lotion, Body Butter and Massage Oil

All our body moisturisers are formulated to provide hydration and moisture to the skin but each type offers differing properties. What is best for you depends on your skin type and personal preferences. A body lotion offers a soft and light texture, allowing it to be the most versatile. Meanwhile, a body butter's whipped and dense texture can retain moisture for a longer period of time. However, a massage oil's thick and emollient texture would be best if the skin is requiring more nourishment. Descriptive topic content body text



If you need more help or if your question is not addressed here, please feel free to provide additional details and email us at essentials@banyantree.com