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TOP 5 FREQUENTLY ASKED QUESTIONS
How do I make an online return?
Our return policy is only applicable for any item(s) purchased online and delivered in Philippines, within 30 days of receiving your order.
You have two return options:
- Using a Physical Return Form*
- Using an Online Physical Return Form (for members only)*
*Shipping charges will be borne by you
For further details, please refer to our Return & Exchange Policy.
How do I track my order?
To check on your order status, sign in to your account and refer to My Purchases and Returns under My Account. Your order status is reflected next to your order number.
In your shipment confirmation email you will receive a tracking number. Use this number in the online tracking system of the designated courier company to keep track of your shipment.
If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.
However, we recommend that you create an account to enjoy faster checkout, one-stop viewing of your current order status and past purchases, and to save your favourite items in a personalised wish list.
Please contact us at email@example.com or on live chat for further assistance.
Can I amend or cancel my order?
We are only able to amend the billing/shipping address. You will not be able to amend the size/colour of the item(s); remove or add item(s); or change the payment mode
Once your order has been placed successfully, you will not be able to cancel it.
Please contact us at firstname.lastname@example.org or on live chat for further assistance
What gift-packaging options can I choose from?
Why do I see double records on my online bank statement for my purchase?
All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.