Questions, answered plainly.
Ordering, payment, shipping and trust — the questions we hear most. Product-specific questions (smoke points, baking ratios, amino acids) live on each product page.
How do I order?
On any product page, choose your pack sizes in the Ordering it section, enter your name, phone and delivery address, and place the order. You'll receive an order reference (like CW-0042), pay by bank QR, and send us the payment slip on LINE @cocowel. We confirm within 24 hours.
How do I pay?
By Thai QR through your banking app — PromptPay, Visa, Mastercard and UnionPay are accepted. Transfer exactly the total shown with your order; the recipient name you'll see is Tropical Nutrition Co., Ltd.
Why do you ask for the payment slip?
The slip, sent in your LINE thread together with your order reference, is how we match your payment to your order. We verify every payment against our bank account before confirming and shipping.
When is my order confirmed?
Within 24 hours of receiving your payment slip, in the same LINE conversation. You'll get the expected ship date there, and later the tracking number.
What does shipping cost?
55 baht flat anywhere in Thailand, and free for orders of 1,234 baht or more.
Do you ship internationally?
Not yet — the QR payment flow only works with Thai banking apps. International ordering is on our list; follow @cocowel.official on Instagram for the announcement.
Can I cancel or return an order?
You can cancel any time before your order ships for a full refund. Because these are food products, returns after delivery are limited to damaged, defective or wrong items — message us on LINE within 48 hours of delivery with photos and we'll make it right.
Where else can I buy COCOWEL?
At launch we sell direct through cocowel.com. Stockists will be announced on Instagram and LINE as they come on board.
Who certifies your products?
The grove and processing are certified organic under the USDA, EU and JAS programmes, with annual third-party audits. Products additionally carry Halal, GMO-free and gluten-free marks. Certificates are available on request.
How should I store the products?
Cool, dry and out of direct sunlight. The oil is naturally solid and white below about 24°C and clear liquid above — both are normal. Reseal the sugar, flour and protein after opening; no refrigeration needed.
Something else? Message us on LINE @cocowel — or browse the articles.