How do I Place Order?
1. Once you’ve found something you like, select the item's details by tapping on their respective drop down fields. After making the necessary changes, tap on Add To Cartto store the item in your order basket.
2. Once you're done with Review My Cart, you can proceed to Check Out.
3. Accomplish the Customer Information section by choosing between to deliver or to pick-up in physical store.
4. Once you "Continue to payment method,"You will be asked to select from Credit/Debit Card Payments and COD (cash-on-delivery).
5. You will be immediately notified if your payment was successfully made (for Credit/Debit card payments). Once successful, an order confirmation SMS will be sent to let you know that you're all set.
How do I know if my order is confirmed?
A confirmation SMS will be sent for all successful orders made. This contains your order number, the order amount, and how you will be receiving order updates.
For order delivery, receipt of this SMS means that your order will soon be picked, packed, and shipped by our Order Fulfillment Team.
For order pickup in store, additional SMS notification will be sent when your order is ready for pickup.
Can I Modify my order?
Once you receive SMS order confirmation, changes to the order can no longer be made. What you can do is cancel your order completely so you can place a new one with the changes you want.
How can I Cancel my order?
You can cancel an order within 1 day upon receipt of SMS order confirmation. To cancel order, you can send an email to email@example.com and our Customer Care Team will get in touch with customer.
When can I Pick-up my Order in Physical Store?
Orders for pick up in designated physical store can be picked up once you received an SMS notification that order is packed and ready for pickup. You may pick your order within 3 days from SMS notification.
How do I Track my Order for Delivery?
Once your order gets shipped, an SMS notification is sent to let you know who from our shipping partners will deliver your package along with your order tracking number.
To know the shipping status of your order, enter the tracking number provided on shipping partner's website.
Our delivery partners will make three (3) attempts in getting your package delivered. After three (3) delivery attempts and they are still unsuccessful, the delivery agent will return your package to us and we will cancel your order from our end.
For paid orders, a refund will be processed via the same payment method you have selected.
Delivery Restricted Zone
Due to geographical and logistical restrictions, we might not be able to deliver our products to certain areas in the Philippines. If your order went through but could not be delivered due to this, our Customer Care Team will reach out to you via email.
Attached delivery restricted area list – (list based on couriers’ serviceable areas)
We are currently only delivering within the Philippines.
Should you need to speak to our delivery partners, below are the different ways you can reach them:
Homepage – https://www.ninjavan.co/en-ph/
Support Email – firstname.lastname@example.org
Phone – (02) 82711501
Homepage – https://www.jtexpress.ph/
Homepage – https://www.entrego.com.ph/
Support Email – email@example.com
How do I Return my Online Order?
Returned items with no proper documentation and approved return request will not be accepted. You may request for return and refund within 15 days from delivered date.
To process a return, customer must send a return email request (firstname.lastname@example.org) before returning the item to us. Email request details must include:
Reason for return
Photos as proof
Once return request has been approved, and email with Return Slip will be sent to customer.
The customer shall ship the item back to our return address.
Item must be:
In original packaging
With attached priced tag, swing tag, and/or sewn-in tag
For Yves Rocher items, used small amount only
Return Slip and Sales Invoice should be included in the package. We follow a strictly no receipt, no exchange policy.
Customer will shoulder the shipping cost unless the reason of the return falls under the following:
Defective, damaged (damaged boxes are not allowed for return, as all our products have proper packaging, unless stated. Damage on the box may happen during transit which is no longer controlled by VCI.
Wrong item delivered
Some parts are missing from the product
Missing promotional items (freebies)
All returns are subject for review by our team. We have the right to reject return request if it did not meet our set guidelines.
Once we have received and verified the item for return, payment will be refunded.
*Should the shipping cost be shouldered by VCI, we will refund the shipping fee. Keep the waybill receipt so we can refund accordingly.
Can I Return Online Order in Physical Store?
Return in physical store is only allowed for orders picked and paid in physical store. You can return your order to the same store you picked and paid your order. You shall also follow store’s return and exchange policy.