1. When you find an item you like, click "Add to Cart" to place it in your order basket.
2. Tap "Review My Cart" to go to the Bag page, where you can make any final changes to your order, such as adjusting quantity, size, or style.
3. You’ll see two (2) delivery options: Ship To You or Store Pickup.
   
   - If you choose "Ship," please fill-out your shipping address from the dropdown menu. Your order will be delivered by the chosen courier to the specified address.
   - If you choose "Pick Up," you can search by store name, select Region/Province, and then choose a City/Municipality. Once you’ve selected your preferred branch, tap "Continue to shipping" and review the Store Name (you can still make changes by selecting "Change").
   
4. When you're ready, click "Checkout." Proceeding to checkout means you accept our Terms and Conditions.
5. After you click "Continue to payment method," you’ll be prompted to choose between Cash on Delivery, Credit/Debit Card or GCash.
   
   - If you choose Credit/Debit Card, you’ll be redirected to our payment portal to enter your card details.
   - If you choose GCash, you will be redirected to a separate page for payment.
   - Unfortunately, COD (Cash on Delivery) is not available for Pick-Up in Store orders.
   - For your billing address, you can choose either "same as shipping address" or "use a different billing address."
   
   
6. You will be notified immediately if your payment is successful (for GCash and Credit/Debit Card payments). Once successful, an order confirmation email will be sent to let you know your order is all set. 

A confirmation e-mail will be sent for all successful orders made. This contains your order number, the order amount, item(s) ordered, your billing and delivery address, including the payment method used and how you will be receiving order updates.   

Receipt of this email means that your order has been confirmed and will be prepared by our team within 1-5 working days. You'll get another e-mail/SMS once your package has been handed over to our shipping partner or is now ready for pick-up in your chosen Penshoppe branch. 

After you tap on REVIEW MY CART, you will see the option to send your order as a Gift.

Sending it as a gift means that a gift receipt will be used instead of a regular sales invoice.

A gift receipt shows proof of purchase but leaves out the amount spent.

This doesn't mean that your order will be gift wrapped or it will come in special packaging. There is also no way to place a special message for the recipient.

Orders made through COD (cash-on-delivery) cannot be sent as gifts.

Once the check out process has been completed, changes can no longer be made may it be the item itself, color, size, quantity and even your shipping address and recipient details. What you can do is cancel your order completely so you can place a new one with the changes you want.

You also have the option to accept the order upon delivery or pick-up the item in your chosen store and request for a return-exchange instead.

If in case you want to cancel your order but you no longer have the option to do so, you can send an email to shop@penshoppe.com and our Customer Care Team will get in touch with you.

Once order has been successfully cancelled, we will no longer be able to retrieve it. We cannot make an order on your behalf too to protect the security of your payment details. Since our stocks can sell-out quite fast, we also can't guarantee the availability of the items that you have previously ordered.

We cannot include paper bags for Online Orders shipped to their chosen delivery address but we can definitely provide for those Online orders that were checked-out on a Store Pick-up option.

No, there is no option to save your credit or debit card information on your online store profile. Even if you have already used the same card, we do not store your card details to protect the security of your data. If you select Credit/Debit card as your payment option, you will be asked to enter your card details through a payment portal each time you complete an order.

Penshoppe.com accepts the following forms of payment: GCash, Credit/Debit Card and COD (Cash-on-Delivery). During the order checkout process, you will be asked to select the payment method of your choice.

* Please note that purchases above Php 10,000 are required to pay in GCash, Credit/Debit card only.

If you select Credit/Debit Card, you will be redirected to our payment portal where you will be asked to enter your card details. Selecting GCash will also redirect you to a different page once you tap the "Complete Order" button. For COD (cash-on-delivery) orders, you will be asked to make payment once the courier has delivered the order to your shipping address.

Once your order has been handed over to our shipping partners, you will receive an email notification along with your order tracking number.

Expect to receive it within the following delivery timeline:

NCR: 4 -6 working days

Luzon: 6-10 working days

Visayas: 10-12 working days

Mindanao: 12-14 working days

To track your order, follow the steps indicated in our shipping partners' websites provided below:

LBC: Click here and enter your tracking number on the Track & Trace search field.

J&T: Click here and enter your Tracking Number on the Track & Trace search field.

If your order does not arrive within the delivery timeline provided, you can send us an email at shop@penshoppe.com or fill up our Website Contact Us form

Our Online Store receives orders non-stop and you will receive your order based on the delivery lead times below:

Metro Manila: 4 to 6 working days

Luzon: 6-10 working days

Visayas: 10-12 working days

Mindanao: 12-14 working days

In the event that your shipping address is out of your preferred Forwarder's delivery zone, Our Customer Care Team will reach out to you via email.

If you're not around when the package gets delivered, a courier may call or send you ansms to confirm if they can leave your order with any authorized representative who is present at your shipping address. Your authorized representative will be asked to sign for the package on your behalf.

Please expect a delay in receiving your orders during sale events, special holidays, and inclement weather. Be assured that we continuously work with our shipping partners to get your orders to you the soonest time possible.

Do you need to speak to our Shipping Partners?

Below are the different ways in which they can be reached.

LBC

Email: customercare@lbcexpress.com

(02) 8 858 59 99

J&T Inquiry page: https://www.jtexpress.sg/contact-us

(02) 911 1888

For feedback on our Shipping Partners or delivery concerns encountered, you can send us an email at shop@penshoppe.com or fill up our Website Contact Us Form below

Our delivery partners will make two (2) attempts in getting your package delivered. If they missed you on the first instance, the courier will either send you an SMS or give you a call to let you know that he came. If in case you wouldn't be around on the 2nd delivery attempt (done on the next business day), you have the option to assign an authorized representative who is present at your shipping address to receive the order. Your authorized representative will be asked to sign for the package on your behalf.

After two (2) delivery attempts and still unsuccessful, the courier will return your package to us and will already be considered as canceled. For orders paid via GCash, Credit/Debit card, a refund will be processed via our Store Credit Voucher or the same payment method you have selected.

If you have questions or you need help in getting your order delivered, you can send us an email at shop@penshoppe.com or fill up our Website Contact Us Form

If your order gets returned to our warehouse, we're sorry to let you know that it is already considered as canceled from our end. This is only done after two (2) unsuccessful delivery attempts.

For orders paid via GCash or Credit/Debit Card, a refund will be processed via our Store Credit Voucher or the same payment method you have selected. If you still want to get the same items, you can definitely create a new order on our online store.

As we believe in making the latest fashion styles accessible to everyone, we can assure you that we have wide reach across the Philippines. However, due to geographical and logistical restrictions, there might be some isolated areas we cannot serve but rest assured we'll do our best to get to your location.

If your order went through but could not be delivered due to this, our Customer Care Team will reach out to you via email.

You can also send us an email at shop@penshoppe.com or fill up our Website Contact Us Form

Pack the item that you wish to return along with the Official Receipt and proceed to any Penshoppe store nationwide (excluding Penshoppe Accessories). Click this to see the list of Penshoppe stores: https://www.penshoppe.com/pages/store-list

Return must be within 30 days from the date of purchase.

-All tags should be attached on the clothes.

-Must be unused and unwashed.

-Items will be evaluated to confirm its condition

Important note:

a. Undergarments, Face masks, Swimsuit, jewelries and cosmetics are not valid for return due to sanitary reasons.

b. We cannot guarantee the availability of the item/s as stocks may vary per boutique.

c. You may exchange it to a different item of the same amount or if you've chosen a higher value, you just have to pay for the excess amount. If of lower value, the excess amount will be forfeited.

Rest assured that our store partners will assist you on this. If you have other concerns, do let us know by clicking this link: https://www.penshoppe.com/pages/contact-us. 

If the same item is not available, you don’t have to worry as you can choose any item inside the store.

If the new item (different from what was originally purchased) chosen for exchange is of higher value than what was originally purchased, the price difference must be paid at the time of the exchange. If of lower value, the price difference is forfeited.

Please don't forget to bring your online store receipt when you drop by the boutique to process your return-exchange transaction.

If in case you received damaged or incorrect item, please reach out to us immediately with the following information so we can investigate what happened. Please send us a picture of the item including its tag.

Order Number

Description of damaged or incorrect item received

You can send us an email at shop@penshoppe.com or fill up our Website Contact Us Form

If you need to exchange your Penshoppe item but you have lost your online store receipt, you may send an email at shop@penshoppe.com or fill up our Website's Contact Us Form with the following details:  

• Your order number 
  
• Item you'll be returning 
  
• Reason for return 
  
• Boutique you'll be going to and date 

We need this as we will coordinate your request with our Store partners. We will also relay your order invoice number so that your return-exchange transaction can be processed.  

If you receive a gift item from our online store and want to have it exchanged for a different size/color/style, you have the option to do so following our Returns Policy. Just bring your gift receipt to any of our branches and our store partners will assist you.

Refund request is always subject for validation.

IMPORTANT NOTE: Change of size/style/color is not valid for Refund.

Online Purchase Valid Refunds:

a. If payment is Cash, refunds are processed through our Store Credit voucher which is a one-time use with no expiry date.

b. If payment is Credit/Debit Card/GCash, processing may take 20-30 business days before the refunded amount will reflect on your account.

In-Store Purchase Valid Refunds:

Refund will be processed via your original mode of payment which may also take 1-30 days depending on your payment type.  

By creating your online store account, you can easily check your orders via Order History or have early access to our newest collections. Breeze through the steps below and start shopping! 

1. Create your Penshoppe Online Store account by tapping on the "Account icon"
2. For first-time users, provide the needed information in the Create Account fields.
3. Tap on the CREATE button, and you will see the Account Page, which confirms that you have successfully logged in. 

Did you make an online store account, but you forgot your password? Don't worry, we've got you covered! 

1. All you need to do is tap on the Forgot your password link at the Login screen, and it will direct you to the Reset Your Password page.
2. Once you are on the Reset your password page, just enter the email address you've used to register and click on the SUBMIT button.
3. You'll receive an email in seconds! The email will contain instructions for you to finish the password reset process. 

First time to sign in? Tap on the account icon so you can start adding your account details. 

Tap on the View Addresses link and enter the information needed in the Add Address fields. You can add multiple addresses, and you can also choose your default address. Please ensure that you input your mobile number in the Phone field, as that's needed by our shipping partners. 

You can pay using GCash or a Credit/Debit Card. 

During checkout, you will be prompted to choose your preferred payment method. You will then be redirected to our payment portal to enter your card or mobile payment details. 

Please note that Cash on Delivery (COD) is currently unavailable.

Customers will receive an email notification when their order is read for pick up. It is stated in the notification that they can pick up the order within 7 days from the receipt of email. Customer will receive this update via their registered e-mail address. 

Failure to pick up within seven (7) days may result in the cancellation of the order. 

No worries! You may assign a representative who may pick up your order and have them present the following: 

• Representative's Valid ID 
  
• Authorization letter with your Full Name and Signature 
  
• Photocopy of your Valid ID 
  
• Screenshot of Order No. from email 
  

If you have placed an order via our online store and chose to pick it up in one of our branches, please prepare the following to be checked by our store partners: 

• Valid ID 
  
• Screenshot of Order No. from email 
  

In case a representative will pick up your order, please have them present the following: 

• Representative's Valid ID 
  
• Authorization letter with their full name, signed by you 
  
• Photocopy of your Valid ID 
  
• Screenshot of Order No. from email 
  

Unfortunately, this option is not currently available. If you’re unable to pick up your order on the scheduled date, you may request a pickup extension or assign a representative to collect it for you. Please have them present he following: 

• Representative's valid ID 
  
• Photocopy or picture of your valid ID 
  
• Screenshot of the "Ready for Pickup" email 
  

Customers are allowed to request up to 7 days of extension from the first pick-up schedule.

Unfortunately, this option is not available at the moment. You may request a cancellation and place a new order with your preferred store.

Any package not claimed by the scheduled pickup date will be considered canceled and returned to our inventory. A refund will be processed through your original payment method. 

If you're still interested in the item(s), you may place a new order through our Online Store. However, we cannot guarantee the availability of the same items as they may sell out quickly.