Frequently Asked Questions

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Frequently Asked Questions

Frequently Asked Questions

FAQ Section Name

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.

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.

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

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!

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

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.

  • 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.

  • 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.

  • 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.

Methods of return

  1.  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