Important shipping reminders ( PH )

If this order is related to a repair or exchange request, kindly review repair and exchange shipping terms & conditions provided here.

When will I receive my order?

Please be aware that the provided shipping and delivery timeframe is just an estimate and it is possible that the delivery may take longer than usual, especially during high-season or sale events, or if affected by a long weekend holiday.

Destination	Estimated Delivery Timeframe
Metro Manila	2 to 3 working days ( Not including weekend )
Luzon Provinces	2 to 4 working days ( Not including weekend )
Visayas Islands	3 to 6 working days ( Not including weekend )
Mindanao Region	4 to 8 working days ( Not including weekend )
The estimated delivery timeframe will commence upon receiving this email

What steps should I take if the tracking number I received is inactive, showing invalid information, or not providing any updates?

• If you have recently received the tracking number, it typically takes 24 to 48 hours for the information to appear. The status update will show as "Picked up" or "Received", indicating that your order has been handed over to the selected courier. Please continue monitoring the status for updates on its progress
• If your order is already in transit and there are no updates or progress shown, please check back after 24 to 48 hours to see if the information has been updated

Is it possible to expedite or rush the delivery or have the order arrive earlier than the estimated timeframe, or on a specific date and time of my preference?

• Unfortunately, that is not possible. Please understand that as merchants, we do not have control over third-party courier operations. Therefore, we are unable to expedite, rush or guarantee a specific date or time of delivery.

I realized that I provided an incomplete address during checkout and just noticed it now. Is it still possible for me to update or change my delivery address? If not, how can I ensure successful delivery?

• Once the package has been booked, picked up by the courier, or is already in transit, we are unable to make changes or updates to your delivery information.
• To ensure a successful delivery, It is important to track the status of your parcel using the provided tracking information to monitor its progress. Additionally, please keep your mobile line open so that the courier can contact you in case they are unable to locate your address during the delivery process.

Despite the tracking indicating that my order is out for delivery, why hasn't the courier contacted me yet?

• It is at the courier's discretion whether the assigned rider will contact you before delivering your order or simply show up at your delivery address. Usually, they will call, so please ensure that you keep your communication lines open to ensure a successful delivery.
• If for any reason you are unable to receive the delivery on their first attempt, they typically deliver the item on the following working day.
  
  
  

Is it possible for you to contact the delivery rider on my behalf?

• Most couriers have a policy that prevents merchants from directly contacting riders. Additionally, we do not have direct access to the contact information of your assigned rider. However, the courier you selected may provide you with the contact information of the assigned rider once your order is out for delivery. In that case, you will be able to contact the assigned rider yourself.
  
  

What should I do if the status of my order shows "Shipment with concern," "Shipment with issue," or "Consignee unknown" or other internal issues when I track it?

• The best way to resolve this issue is to directly contact the courier with the tracking number we provided. While we are here to assist you in reaching out to your selected courier, it may be more time-consuming for you to communicate with us, as we would then need to forward your concern to the courier, await their response, and then relay the information back to you.
• Note: To minimize the impact of any delivery delays, we strongly suggest contacting the courier directly. However, if you would prefer our assistance, please be informed that our customer service team is always available to help you.

GOGO EXPRESS

KNOWN ISSUES: Consignee unknown, location unknown, consignee out

WHAT TO DO: The only available method to contact Gogo Express is through their email support, as they do not have a hotline or phone support. Please ensure to include the tracking number, full name of the recipient, nearest landmark and alternative mobile number if available when reaching out to GoGo Express to expedite process. 

RESPONSE TIME: Normal response time is 24 to 72 hours, Monday to Saturday [e-mail]

LBC EXPRESS

KNOWN ISSUES: Shipment with concern, shipment with issue, shipment is pending, pending for pick up

WHAT TO DO: The quickest way to contact LBC, it is to call their phone hotline 9:00 am to 5:00 pm. Before calling, ensure that you have the following information readily available: LBC Tracking number, full name, nearest landmark, and alternative mobile number. 

KEY INFORMATION: Hotline for Metro Manila (02) 8 858-5999 and 1800-10-8585999 for provincial callers. You also have the option to personally visit the nearest LBC Branch in your area to directly coordinate redelivery or request for branch pickup.

JNT EXPRESS

KNOWN ISSUES: Any shipping or internal issue

WHAT TO DO: To get in touch with J&T quickly, it is recommended to use their 24/7 hotline. Before making the call, please make sure that you have the necessary details at hand, including the J&T tracking number, full name, nearest landmark, and alternative mobile number.

KEY INFORMATION: Please note that the average wait time in the queue may range from 10 to 20 minutes | Hotline [phone] 

Since the courier was unable to deliver my order and it is now being returned to Homura, what steps should I take next?

• If the courier you selected is unable to deliver your order for reasons that are unknown or internal, the package will be returned to us within an estimated timeframe of 3 to 5 working days. Once we receive the package, we can arrange for your order to be reshipped. You will receive further instructions from our customer service team as soon as the issue is reported to our customer service team.
  
  

VERY IMPORTANT: According to the tracking information, my order has been marked as "DELIVERED", but I have not received anything. What should I do?

• If this situation occurs, please ensure to check with your lobby guard, building admin, caretaker, receptionist or household member as soon as possible. You can also attempt to contact the assigned rider if their information is provided by the courier you selected.
• If the package is still not located, please inform us immediately within 48 hours so we can assist you in filing an investigation with the courier.
• Please be aware that the courier will not accept any claims for lost packages if they are not reported within 48 hours from the time your order was marked as delivered. Consequently, we are unable to accommodate lost claims for your order.

VERY IMPORTANT: What steps should I take if the parcel I received is tampered with, opened, has a broken seal, or contains missing items?

• Customers filing a claim are responsible for providing proof or evidence. To ensure the secure transit of our shipments, our fulfilment areas are under constant CCTV surveillance. We meticulously record the preparation and packing of all orders and dispatch them in void-sealed and secure courier pouches. In the unfortunate event of an item being lost or missing, providing proof is essential to file a claim. This requirement allows us to assist you in filing a lost claim with the courier you have chosen. It's important to note that approval of such claims will depend on the courier's investigation. Failure to provide evidence may lead to delays or denial of claims.

What should I do if it has been 15 days and there has been no delivery progress, or if I haven't received my order yet?

• If none of the suggestions mentioned above have resolved your issue, or if you still have not received your order after 15 days, please promptly contact our official customer service channels. We will assist you with your concern.