Can I make changes to or cancel my order once it's been placed?
Unfortunately, we are unable to make any changes to or cancel your order once it has been successfully placed. Please review your shopping bag and shipping details carefully before proceeding to checkout. By Philocali will not be liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided.
I was not/am not available to receive my parcel upon delivery.
Depending on the courier, they will contact you to make further arrangements for the delivery of your parcel.
Do you process orders during Public Holidays?
Please note that our warehouse and courier partner are closed on Public Holidays. Orders will be processed and parcels shipped on the next working day following the Public Holiday.
We provide local delivery, excluding restricted areas, islands, P.O. boxes, army camps, and hotels. For local delivery, please ensure you select a residential address to avoid unsuccessful deliveries. If you have indicated an office address, our team will reach out to you for an alternative address for re-delivery.
To initiate a return, please contact our Customer Service team with the following details: Order Number, Name of the Item, and Reason for return. Your return must reach us within 7 days* from the date of delivery. Once your return is confirmed, you will be issued store credit equivalent to the purchase price of each returned item. We do not provide cash refunds for return orders, and delivery fees, if any, will not be refunded. Please ensure that the item is in its original purchase condition, with unopened packaging, unused, unmarked, and not defaced in any manner. Items purchased as part of a set or multi-item pack must be returned as a whole set. This return policy does not apply to sales items. Please note that shipping costs associated with the return of the product will not be covered by By Philocali.
Upon return confirmation, you will receive store credit equivalent to the purchase value of the item, which will be credited to your account. Please note that store credit is non-refundable and non-transferrable. Credits in your By Philocali account do not expire and can be used for your next online purchase with us.
Methods of Return:
To return an item, please use registered post/courier. We recommend holding on to your tracking slip until we have confirmed the receipt of your return. Store credit will be issued to your account within 14 business days from the date we receive your return.
If you have any further questions or need assistance regarding our shipping and return policy, please don't hesitate to contact our Customer Service team. We are here to assist you throughout the process.