ORDERING & SHIPPING FAQs

ORDERING

HOW DO I USE MY DISCOUNT/PROMO CODE?

We do occasionally offer promotional or discount codes. Unless otherwise stated, these codes will work on Full-Priced items excluding special collaborations. Codes will sometimes be valid on already discounted items. You can apply your discount code from your shopping cart.

Codes will not be honored past the advertised expiration date. Codes are only valid on advertised product and in the region in which it is advertised. We reserve the right to not honor any code that was not distributed through our own advertising (email, social, etc.) and orders may be cancelled if a code is misused.

To be in the loop on these promotions, we advise that you sign up for our email newsletter on the homepage or follow us on social media.

OH NO, I FORGOT TO PLACE MY COUPON CODE

Unfortunately all orders once placed are considered final. You can use the code in your next order if code is still available.

DO YOU SHIP INTERNATIONALLY?

All orders are available to Philippine residents only. But check out our USA site www.illestbrand.com.

HOW CAN I CANCEL MY ORDER?

If you wish you cancel your order/s, please contact us at customersupportph@illestglobal.com.

WHY DO YOU NEED MY PERSONAL INFORMATION WHEN PLACING AN ORDER?

All information shared with ILLEST when placing an order is confidential. We use secure systems in order to insure that details pertaining to your accounts remain private.

SHIPPING

HOW DOES YOUR DELIVERY SERVICE WORK?

We will deliver your order at the delivery address indicated upon checkout. Customers will be required to sign upon delivery. Kindly refuse if the courier is requiring you to pick it up at the nearest outlet or station.

Please be advised that it may not be possible to deliver to certain areas. In such cases, we will contact you to ask if you would like to proceed with the order by providing an alternative delivery address or cancel the order altogether.

All ordered products will be delivered in our partner courier’s packaging. Please be careful when opening your order so as not to damage it, especially when using sharp objects. It is the customer’s responsibility to ensure that the product is not damaged during this process.

WHAT IS YOUR DELIVERY LEAD TIME?

Due to some restrictions to different areas nationwide because of the pandemic, we anticipate delivering your order within 1 to 5 business days for Metro Manila, and 6 to 10 business days for locations outside Metro Manila.

CAN I TRACK MY ORDER?

If your order has been sent to you using a tracking service, you can follow its journey to you. You'll receive a confirmation email from us along with the tracking number and trace it anytime thru this link: https://www.jtexpress.ph/index/query/gzquery.html

CAN I CHANGE MY DELIVERY ADDRESS?

We are unable to change any part of your order or change the delivery or payment method once your order is shipped.

CAN I HAVE MY PACKAGE REDIRECTED TO A DIFFERENT ADDRESS?

For your security, we cannot change the address your order is being sent to. We will honor what address you indicated on the website upon placing the order.

WHERE DOES ILLEST.PH DELIVER?

We ship nationwide, however if our courier partner points out that your area is not serviceable, we will contact you right away.

WHAT HAPPENS IF I AM NOT IN WHEN MY ORDER ARRIVES?

Someone needs to be in when your parcel is due to be delivered as we need proof of identification for paid orders. If no one is present to receive your order, we will do our best to deliver it on the second attempt or contact customer service for further advise as to how to proceed.

If you refuse to accept delivery or are unavailable for three consecutive delivery attempts, we reserve the right to cancel the order and refund any amount paid to us. Please check refund policy for more details.

Note: For paid orders we will deduct 50% of the shipping fee from the refund amount. For COD/Non COD orders, if the parcel is sent back to us already but you wish us to deliver it once again, please be advised that you have to pay for the new shipping cost.

MY ORDER HAS NOT ARRIVED YET.

If your order has not arrived by the estimated delivery date, please check the following:

Log in to your account to check that we have the correct delivery address for your order and your contact details are up to date.
Check if you have a text message, email or attempted delivery card from one of our couriers.

If you still can't find your package, please email us at customersupportph@illestglobal.com with your Order Number and any details you can provide about your order. We'll reply as soon as possible and do our best to locate your package. If it cannot be found, we will arrange a replacement or refund for you.

I HAVE RECEIVED A DAMAGED ITEM.

We want to resolve any issues with damaged items immediately. As soon as you discover a fault, please contact our Customer Service Representative at customersupportph@illestglobal.com with the order number, the faulty item's name and number, and a description of the fault. We’ll get back to you as soon as possible and send you a replacement item as quickly as we can.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER.

We want to resolve any issues with incorrect items immediately. Please contact our Customer Service Representative at customersupportph@illestglobal.com with the order number and the incorrect item's name and number. We'll reply as soon as possible and try to resolve it for you as quickly as we can.

AN ITEM IS MISSING FROM MY ORDER.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If an item is still missing and any additional packages have not arrived within the estimated delivery dates, please contact our Customer Service Representative at customersupportph@illestglobal.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.