FREQUENTLY ASKED QUESTIONS
Frequently Asked Questions
What are your delivery options for NCR?
(1) Prepaid delivery via Lalamove or Grab.
What are the payment options?
You can pay via Paypal, PayMaya, Credit/Debit Cards or Offline Payment (money remittance or bank deposit/transfer to BDO, BPI & UCPB).
What is your refund/returns policy?
We will only refund orders that we failed to serve or ordered items that are out of stock.
What is your order cancellation policy?
Orders can only be cancelled (and refunded) if we have NOT yet purchased the items you ordered.
How soon will I get my order?
First, we will only start processing an order AFTER it has been paid. So if you place your order on a Saturday but you paid for it only on Wednesday, we can only start processing your order on Wednesday.
I have placed my order, now what?
We will always send an order confirmation email to all orders we get. If you don't see this confirmation email, please check your spam/bulk folder.
Can I order a product not listed in your webstore?
If the item you want is not listed, please let us know what it is and we will do our best to find it for you.
Can I have my own products listed in your webstore?
If you are DTI-registered and have a valid Mayor's Permit, we would be happy to have your pasalubong products listed in our webstore. Please don't hesitate to email us.
How is the domestic shipping charge computed?
For NCR deliveries, shipping charge is P150 for the first 5-kg; for all other areas it is P299.00 for the first 1.5kg.
But I need to buy the ube jam today, what options do I have?
Give us a call and we'll see what we can do.
Is there a minimum order quantity?
None. You can order one item and we will send it to you.
I am abroad but I want to order for my family and friends in the Philippines. Can I do this?
Yes, you can! Just enter the local delivery address in the online shopping cart.
What are your delivery options for areas outside NCR?
For Luzon (other than NCR), Visayas and Mindanao orders, we usually use LBC.
We use the any and all information you provide about yourself when placing an order only to complete that order. We do not share any of your information with outside parties except to the extent necessary to complete that order.
IMPORTANT: UBE JAM disclaimer for delivery outside NCR or overseas.
Ube jam requires refrigeration. If your order it for delivery outside NCR or overseas where delivery time may take more than one day, we cant guarantee the quality of the ube jam. This is specially true during summer because the delivery vans are not airconditoned.
What is your shipping & refund policy for INTERNATIONAL ORDERS?
These are the limitations and terms for international orders:
We send orders via Registered Air Mail (delivery time is around 2 weeks).
We will provide you with a postal registry number for tracking your parcel.
Limited to selected countries: USA, Canada, UK, France, Italy, Greece, Australia, New Zealand, KSA, UAE, Qatar, Bahrain, Israel, and almost all of Asia. If the country you are in is not listed in our webstore, email us and we will see what we can do.
Weight of registered mail parcels is limited to 1.7kg. If your order is heavier than 1.7kg, you will have to make mulitple orders. You will know if your order is over the weight limit if you see your SHIPPING CHARGE amount is P999,999.00
We CAN'T guarantee the condition of the products we send overseas because this is the postal service we are dealing with. They are not exactly known for their outstanding service and handling. Unfortunately, the postal service is the only choice we have.
Please check with your host country if they have restrictions on food items. Confiscated and returned parcels will NOT be refunded.
If your parcel gets lost in the mail, we will send you a replacement at no extra charge BUT this is limited only to destination countries with postal websites that has online tracking of registered mails.
There are countries that do NOT have online tracking for registered mails (like CANADA and AUSTRALIA) so there is no way to determine what happened to your parcel from our end. The only delivery updates we can show you is only until the time that your parcel leaves the Philippines. After this point, no more data is available. We will still provide you with your parcel's postal registry number and maybe the internal system of your country's postal service can track it.
There are products that CAN'T be sent ( such as the ube jam, alfajor, et al) to international destinations because these will be spoiled by the time you get it.
We will handle all Philippine-side taxes, duties and licenses. If any tax/duty is applied by you country, this will be your responsibility. Also no refunds for returned parcels due to unpaid tax/duty.
What are the products that can be sent outside the Philippines?
You can view the product list for delivery outside the Philippines by clicking the 'SHOP' option on the top menu. Then on the left side of the SHOP page, under the COLLECTION header, click the OVERSEAS option.
I am having problems paying with my credit card, what should I do?
Try browsing incognito. If the problem persist, you will have to pay via Paypal or thru bank deposit.