top of page

Frequently Asked Questions (FAQ)

Q: Where is my order confirmation number?

A: An order confirmation number is only generated for online orders - once you've successfully placed your order online you will receive an email containing the details of your order.

Q: How do I know if my order went through?

A: You can track your order status via Orders if your order was made while signed in. You should have received an order confirmation within 24 hours of placing your order.

Q: Didn't receive a confirmation email?

A: Don’t worry, we’re here to help.  Contact our Customer Service Team.

Q: Can I make changes to or cancel my order once it's been paid?

A: Unfortunately, once you successfully make an order, we're not able to make any further changes like shipping address or change in quantities for your beauty haul.  by/philocali is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your bag and shipping details before you check out!


Q: I was not/ am not available to receive my parcel upon delivery.

A: Depending on the courier, they will contact you for further arrangement.

Q: Do you process orders during Public Holiday?

A: While we'd love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

Q: Delivery information


  • We provide local delivery except restricted area and island, P.O. boxes, army camps, hotels.

  • For local delivery please select a residential address to avoid unsuccessful deliveries. If you have indicated an office address, our team will reach out for an alternative address for a re-delivery.

Q: What is your return policy?


  • You can get in touch with our Customer Service and include the following details in your enquiry:

a: Order Number,

b: Name of the Item, and

c: Reason for return


  • Your return must reach us within 7days* from the date of delivery

  • After your return's been confirmed, you'll be issued a store credit equivalent to the purchase price of each returned item. We do not provide cash refunds for any return orders and delivery fees, if any, won't be refunded. Your return will be processed within 14 business days from when we receive it.

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.

  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.

  • This return policy does not apply to sales item.

  • For orders, shipping costs associated with the return of the product will not be covered by/philocali.

Q: How will my return be reimbursed?


  • You'll receive Store Credit equivalent to the purchase value of the item into your account.

  • Store Credit is non-refundable and non-transferrable.

  • Credits in by/philocali account do not expire. Ever!

  • Store Credit can be used in your next online purchase with us.

Q: What is the status of my return?


Methods of return

  • Via registered post/courier

  • Hold on to your tracking slip until we've confirmed your return

  • We're only able to process your return credits only after receiving your order.

You'll receive Store Credit to your account within 14 business days from when we first receive your order

If you have any further questions or need more information, please feel free to reach out to our customer support team. We are here to assist you and provide any additional clarification you may need.

bottom of page