We are here to help. Whether you have a question about a product, need help with an order, or want to raise a concern, this page explains how to reach us and what to expect.
Talk to a nurse
If you would like to talk to someone before placing an order, our trained, non-judgmental nurse line is free, confidential, and available six days a week. Call +94 11 255 5455.
Help with your order
For questions about an order, delivery, payment or your account, contact our customer support team:
- Email: shop@fpasrilanka.org
- Phone: +94 11 255 5455
You can also view your orders and update your details from your account. Please have your order number ready when you contact us.
Making a complaint
We take every complaint seriously and treat it with the same care and confidentiality as the rest of our service. If something has gone wrong, please tell us so that we can put it right.
To raise a complaint, contact us by email or phone using the details above. Please include:
- your order number, if your complaint relates to an order;
- a clear description of the issue; and
- how you would like us to resolve it.
How we handle complaints
We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If we need more time — for example, to investigate — we will let you know and keep you updated.
If you are not satisfied
If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of our team. We are committed to resolving every concern fairly and respectfully.