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/ FREQUENTLY ASKED QUESTIONS (FAQ)

FREQUENTLY ASKED QUESTIONS (FAQ)

REGISTRATION

 

Do I need to register and set up an account to be able to order?

 

Registration is not required to place an order. You may order as a Guest. However,  as a registered user, there is no need to input your information each time you order, you can track your purchases, and you will be informed of upcoming promotions.

 

What if I forget my username and password?

 

From the login page, click on the ‘Forgot your Password?’ link. You will be prompted to provide the email address you used to register and click ‘Submit’. A temporary password will be sent to your email with a link to Log In and update your account information. The customer is responsible for providing the correct email address and for ensuring that the email address is active.

 

How do I register?

 

From the Dune London Philippines online store homepage, register by clicking on the ‘My Account’ link beside the Store Locator. You will be directed to this page https://dunelondon.ph/account and can start to create a new account. You will be asked for your First Name, Last Name, Email Address and Account Password. A confirmation email will be sent to the email address you provided. Please provide a Valid and Active email address. The customer is responsible for providing the correct information necessary to receive email notifications and order status updates on time.

 

PLACING AN ORDER

 

How do I place an order?

 

All orders are placed online through the site. You may Shop according to Size by filtering the size under the Left Side Menu or simply click on the product you wish to purchase, choose the color, size, quantity and click on the ‘Add to Bag’ button, and proceed to either purchase additional items by clicking ‘Keep Shopping’ or to ‘ Check out’. You may check the items in your Bag at any time and any page during your shopping by hovering over the ‘My Bag’ icon at the topmost right of the page, right under the Store Locator. A number beside ‘Bag’ will correspond to the number of items you have saved in your Bag.

Saving items in your Shopping Bag does not mean a reservation. The facility allows you to keep track of what you want to buy until you are ready to make the payment. Note though that while Dune London Philippines ensures that all items are adequately stocked, it is possible that the item you saved in your Bag may be unavailable by the time you make the purchase. When this happens, you can pay for the items that are available, and keep the out-of-stock items saved in your bag. You can visit the site regularly to check availability. 

 

When is my order processed?

 

Orders are processed during regular business hours, 9am to 6pm from Monday to Friday, not including holidays. Orders placed on non-business days (Saturday, Sunday and Holidays) will be considered as orders placed on the next business days.

 

How soon will my order be processed?

 

All orders are processed immediately after payment has been confirmed. 

 

Can I cancel my order?

 

Since it would not be possible to change or cancel orders, it is highly recommended that all information and order details be reviewed and finalized before clicking the ‘PLACE ORDER’ button.

 

PAYMENT

 

What are my payment options?

 

Customers can pay for the items and other charges if any (i.e., delivery), thru any of the following modes of payment:

 

ONLINE

 

  1. a) Credit Card via PesoPay
  2. b) Credit Card or e-Wallet via PayPal

Dune London Philippines (Stores Specialists, Inc.) reserves the right to ask for additional reference from the customer (e.g., photo of valid ID), for the need to verify the payment made via credit card.

 

UPON DELIVERY

 

  1. a) Cash On Delivery (COD)

 

What is Asiapay?

 

Asiapay Payment Technology Corp., is a leading electronic payment service, solution and technology house in Asia, which provides a comprehensive suite of the latest secure, scalable, function-rich real-time payment processing capabilities of credit card and debit cards online.

 

What is PayPal?

 

For information regarding PayPal payments and accounts, visit the PayPal website https://www.paypal.com/.

 

Security

 

Payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode, protecting merchants from chargeback losses and costs related to fraudulent or disputed online transactions. A transaction using 3-D Secure will initiate a redirect to the website of the Issuing bank to authorize the transaction. SSI does not have control over the authentication method used by the issuing banks. After authentication, you will be redirected back to the dunelondon.ph Checkout page to complete your order. For more information on authentication, please contact your issuing bank.

 

DELIVERY

 

Where do you deliver?

 

Delivery is limited to addresses within the Philippines.

  • The customer is responsible for providing the correct and complete delivery details: a. Name of recipient b. House no. or lot/block/phase no., street name, subdivision, barangay, town, province and zip code c. Unit no., floor building name, compound, street name, barangay, town, province and zip code
  • The use of abbreviations is highly discouraged.
  • Stores Specialists, Inc (Dune London Philippines) may not be held responsible for orders lost due to inaccurate/incomplete details provided by the customer.
  • If delivery was not completed due to erroneous details, the customer will be charged for re-delivery to correct address.
  • The customer is responsible for providing a correct contact number, preferably a mobile number. The customer is responsible to ensure that this number is active should we need to contact you about your order.

 

How will my order be delivered?

 

Orders will be delivered by our official partner couriers.

 

How much do I have to pay for delivery?

 

Shipping fee is calculated based on its actual, or dimensional weight, whichever is higher. It is also dependent on the delivery location. Standard shipping rates are as follows: For the first 3 kilos, shipping fee for Metro Manila is Php150.00 and Php 200.00 for provincial area. There will be an additional Php 50.00 per kilo in excess of 3 kilos.

 

Where can I see the corresponding delivery charge?

 

Handling and Shipping charges will be added to the total price of the items in the Shopping Bag after all Shipping and Billing information has been submitted in the Check Out process.

 

When will my order be delivered?

 

Orders will be delivered within 3 to 5 business days for locations within Metro Manila and 5 to 10 business days for provincial locations. Deliveries are made from 9am to 6pm from Monday to Friday. Change in schedule or charges due to holidays will be posted accordingly.

 

I cannot receive the package myself. Can I ask someone else to receive it for me?

 

To protect the customer, packages will only be surrendered to the person whose name is indicated in the delivery receipt and must present a proof of identification. However, in cases where the recipient cannot be physically present, he/she must provide his/her assigned representative with an authorization letter together with a proof of identification.

 

What should I do if I find an irregularity in the package?

 

Please notify us through mail at custserv@dunelondon.ph in case of discrepancy and/or any signs of package tampering.

 

EXCHANGE POLICIES

 

What should I do if I receive damaged items?

 

Stores Specialists, Inc (Dune London Philippines) takes utmost care to ensure that all products are properly wrapped, packed and sealed to prevent damages and/or breakages. In case of receipt of damaged items, please report thru custserv@dunelondon.ph within 30 days from receipt of delivery. Exchange will not be processed without prior notification either through phone or email.

 

What are needed to have the damaged item exchanged?

 

  • It is returned within 30 days the date of receipt of item/s
  • Item/s should be unused, unaltered, and with original tags and packaging (if applicable)
  • The original receipt or the Order Number should be presented
  • If replacement with a different color or size is not possible it may be replaced with another style provided that the value of the item at the time of exchange is the price paid or the current selling price, WHICHEVER IS LOWER. Any difference in price shall be paid by the customer.

 

 

If the item does not fit me, can I request for an exchange?

 

Since sizes of items may vary, Stores Specialists, Inc (Dune London Philippines) may also accept exchange of item size within 30 days from the receipt of the delivery provided that the item is still available. Dune London Philippines allows/accepts this reason for EXCHANGE ONLY. Note though that while Dune London Philippines ensures that all items are adequately stocked, it is possible that the item/size may already be unavailable by the time you request for an exchange.

 

Can I exchange the items I purchased online in the stores of Stores Specialists, Inc (Dune London Philippines)?

 

Items purchased from the Online store can be exchanged in any Dune London Store across Metro Manila except for outlet stores (158 Designers’ Boulevard). Please contact our Customer Service at +632 88305000 or email custserv@dunelondon.ph to request a return/exchange (i.e., change of size/color, replacement of damaged item, wrong item delivered, etc.).

 

  1. Please provide the details of your order:
  • Order No.
  • Item details
  • Complete Name
  • Email Address used in Dune London online account
  • Preferred physical store/s where you wish to exchange your item
  • Contact details of person who purchased the item (if order was received as a gift)

 

The Customer Service Contact Center is open from Mondays to Fridays, 9:00 am to 6:00 pm (except weekends and holidays). Any inquiries or complaints received after 6:00 pm or on weekends/holidays shall be answered the next business day.

  1. Customer Service will send the necessary documents (Return Form and Tape e-receipt -- if order was not a gift) via email to you.
  1. Please present the necessary documents and the item/s at your preferred Dune London boutique.

Notes:

  • Standard policies for acceptable reasons for return shall be followed (i.e., change of size, color, style, etc.).
  • Items for exchange must be in good condition and returned in the original packaging with item code/label and are still subject for store’s evaluation. Also, the availability of the replacement item is not guaranteed.
  • Price changes may have been effected at the physical store. The ‘receipt price of the online store’ or ‘current physical store price’, will apply whichever is lower.
  • Items bought at regular price, promo price (temporary discount) and markdown price (permanent discount) are acceptable for exchange, subject to our return and exchange guidelines.
  • If you do not wish to return an item to the store, you have the option to return items via Third Party Courier (picked-up at your nominated delivery address).   

 

 

Will the item for exchange be replaced immediately? 

 

Upon receipt of the item, Dune London Philippines will evaluate and confirm if the item is acceptable for exchange.

The following items shall not be accepted:

  • Damage caused by extensive use of the product and normal wear and tear
  • Damage caused by wrong use of cleaning products or washing instructions
  • Damage caused by customer’s improper handling
  • Merchandise already altered

Once item is approved for exchange, Dune London Philippines will give the customer a unique Exchange number or a New Order Number to be used as reference for the approved exchange transaction.  

 

Is it possible to get a different item to replace my original purchase?

 

Dune London Philippines will replace the item with exactly the same item or the same item of different size in good condition. If the item is no longer available, Dune London Philippines will coordinate with the customer for a suitable replacement.

 

Is there a fee for delivery of the replaced item?



For change of size, Dune London Philippines will shoulder the courier/shipping expense for one time exchange of Regular Priced Items Only. For the succeeding exchange and exchange of Sale Items, Dune London Philippines shall charge the Shipping Fee to the customer. For damaged items (due to factory defect), delivery of the replacement item to the customer shall be free of charge.  

 

 

 

 

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