FAQs

I need more information about cancellation of orders

Can I cancel some items in my order after it has been placed?

No, we are unable to allow partial cancellation of orders at this time. Rest assured we are working to make this feature available for you in the future.

Can I still cancel my order after it has been shipped?

We are really sorry, but an order cannot be cancelled anymore once it has been shipped. The order has already been turned over to our courier partners and is on its way to you.

You can check the status of your order at any time via the My Account > My Orders page.

Should the order get delivered to you by our courier partners and you decide to not take it, you may request the courier to return the order back to sender (that's us). If you selected COD as payment method, you don't need to pay anymore once you have refused the order. If you selected Credit or Debit Card as payment method, we will process your refund once the order is at our warehouse in Manila. The refund process usually gets completed after 3 to 4 weeks.

Until when can I cancel my order?

Your My Account > My Orders page will show you a Cancel button if it’s still eligible for cancellation. Once this button disappears, your order can no longer be cancelled, as it may have already been processed or turned over to our courier partners for delivery.

Are there any charges if I cancel my order?

We do not charge any fees for cancellation of orders.

How will I know if the cancellation of my order has been accepted?

The status of your order will show “Cancelled” as indicated in your account’s My Account > My Orders page. A notification shall also be sent to your registered email address.

Should the order get delivered to you by our courier partners and you decide to not take it, you may request the courier to return the order back to sender (that's us). If you selected COD as payment method, you don't need to pay anymore once you have refused the order. If you selected Credit or Debit Card as payment method, we will process your refund once the order is at our warehouse in Manila. The refund process usually gets completed after 3 to 4 weeks.

I used credit card to pay for my order. How will I get a refund after I cancelled my order?

We endeavor to process the refund immediately. The credited amount should reflect in your next billing statement, as the refund process usually gets completed after 3 to 4 weeks. At times, it may take longer than usual, depending on your bank’s policy.

 

Will redeemed vouchers be re-usable when I choose to cancel my order?

It will depend on the terms and conditions of the voucher. For vouchers marked as one-time use only, unfortunately this cannot be re-used again if you choose to cancel your order.