HELP & FAQsFREQUENTLY ASKED QUESTIONS
Are The Everyday products sold at any other retailers?
Yes, you may find us on our official Shopee and Lazada stores.
How do I find out about upcoming launches and restocks?
New product and restock information will always be posted on social media pages, under @pouf.world.
How can I reach your Customer Service team and when should I expect a response?
For customer service inquiries only, please email firstname.lastname@example.org . Our Customer Service team is available Monday to Friday 9am - 5pm (PST). 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 limited nature of our products, all sales are final. Orders can not be canceled, changed, or modified once they have been placed. Please ensure all information is correct before submitting your order.
How long do I have to wait when I get a personalized item?
If you have ordered an item for personalization your entire order will be shipped 6-14 business days from the date of purchase.
If you have any questions or concerns about the whereabouts of your parcel please email us at email@example.com
Do you ship internationally?
We only ship to Philippine addresses at the moment.
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.
When will my package be delivered?
Processing time for orders is 3-7 business days (business days do not include weekends or holidays); 14 days for orders with Personalization. These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Domestic shipping times are listed below:
- Metro Manila : 1-5 business days (M-F) after payment
- Provincial: 5-8 business days (M-F) after payment
No shipping on weekends or holidays. Orders placed after 12NN (GMT+8) on Friday have a ship date of Monday delivery. Orders placed on a holiday will ship the first day after service resumes for delivery.
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, community quarantines.
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 for updates. Simply enter your waybill tracking ID in the field. Please allow our courier 24 hours after you have received the shipping confirmation email for the status to be updated.
Do you refund shipping fees?
Shipping and handling costs are non-refundable. This applies to undeliverable or refused shipments, missing, and stolen shipments.
Do you allow refunds/returns?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns. pouf.ph reserves the right to refuse any returns at any time.
I have received my order and need some additional assistance.
Please contact our Customer Service Team firstname.lastname@example.org 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.