FAQs


RETURNS & REFUNDS

Do you allow refunds/returns?

All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. TheEveryday.ph reserves the right to refuse any returns at any time.


ORDER ISSUES

How can I reach your Customer Service team and when should I expect a response?

For customer service inquiries only, please email help@penelopepop.com. Our Customer Service team is available Monday to Friday 8am - 5pm (PHT). We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.

 

Can I make changes to my order once it’s been placed?

Due to the extremely limited nature of our products, all sales are final. Orders can not be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

 

I have received my order and need some additional assistance.

Please contact our Customer Service Team help@penelopepop.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 7 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their Packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.

Do you refund shipping fees?

Shipping and handling costs are non-refundable. This applies to undeliverable or refused shipments, missing, and stolen shipments.

Why is shipping so expensive?

The items purchased are shipped directly from our warehouse in the Philippines. Because of the geographical distance, we have no choice but to offer shipping at the listed rates. Rest assured that we are continuously finding ways to reduce the costs you have to pay. ☺

Who pays for customs duties & taxes?

The customer is responsible for paying customs duties and taxes levied by the respective country involved in your shipment. The Everyday will not reimburse payments made for such.

Customs policies vary from country to country thus, we can not anticipate this. If you are uncertain of charges and whether you will be affected, please inquire on your local customs office first. ☺

DELIVERY

When will my package be delivered?

Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the Philippines is 3-6 days. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays.

Once you have received your shipping confirmation e-mail containing the details of your package, as well as its waybill tracking number, kindly visit the tracking website here (link) for updates. Simply enter your waybill tracking ID in the field. Please allow DHL 24 hours after you have received the shipping confirmation e-mail for the status to be updated.

DOMESTIC

Metro Manila : 1-3 business days (M-F) after payment

Provincial: 5-7 business days (M-F) after payment

No shipping on weekends/holidays. Orders placed after 12NN (GMT+8) on Friday have a ship date of Monday delivery. Orders placed on a holiday will ship first day after service resumes for delivery next day.


INTERNATIONAL

The Everyday ships ASIA USA and CANADA via DHL Express Shipping.

Ship times are approximately 5 -7 business days but can vary based on delivery country.

All duties and taxes will be paid by the customer upon receipt.

Packages can be tracked via http://www.dhl.com.ph/en/express/tracking.html


PRODUCT & STOCK

Are The Everyday products sold at any other retailers?

No. The Everyday products are exclusively sold online at TheEveryday.ph


How do I find out about upcoming launches and restocks?

New product and restock information will always be posted on www.penelopepop.com and on Penelope Pops Instagram account @penelopepopart