Return and Exchange Policy
Customers who bought items from Cul-De-Sac are entitled to a one-time return/exchange within seven (7) days (for orders in Metro Manila) and fourteen (14) days (for orders outside Metro Manila) from the date when the order is received, where day one is the receiving/collection date.
Valid reasons for return and exchange include the following:
- Product is fundamentally different in nature from the product specified on the website
- Faulty, defective, or damaged product
- Product is not as advertised on the website
- Item delivered is incorrect
- Change of size (for Apparel and Footwear)
- Be sure that all items to be returned are still in their original packaging, with complete accessories, and attached price tag.
- Please note that return/exchange of intimate apparel or items considered generally hygienic (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason.
- For consumable items, only sealed or unused goods can be requested for return/exchange.
If you are not happy with the goods you have received, Cul-De-Sac will provide a voucher equivalent to the amount of the returned item/s that you can use to purchase online. Moreover, claiming a cash refund will only be allowed when the ordered item is already damaged and/or unavailable before shipment.
The customer shall waive any excess amount if the chosen item (for exchange) has a lower value than the original item. Voucher credits will have no expiration but can only be used for online purchases and cannot be used in-store.
RETURN & EXCHANGE FEES
P200 (within Metro Manila) and P250 (outside Metro Manila)
- For returns due to change of mind, the shipping fees shall be shouldered by the customer.
- For returns due to defects or wrong delivery, the shipping fees shall be shouldered by Cul-De-Sac.
RETURN & EXCHANGE PROCESS
- Just send your request via our Website Chat or email us at firstname.lastname@example.org. Due to an influx of emails and messages we receive on a daily basis, kindly expect a response within 1 to 2 business days.
- Tell us why you want to do a Return/Exchange and let us know the item/s you want to exchange for. Our Customer Service Representative will let you know if your request has been approved. Kindly note that the new item must be of the same value (or higher) as your original purchase. The price difference of item/s with a higher value than the original item must be paid.
- Choose one of the following options below on how you would want to return the item:
- Store Drop-off: Visit our store at 2/F The Podium Mall together with the item you want to return. For Exchanges, you may choose any item in-store as long as the brand is available on the website.
- Standard Shipping: Send the package through your chosen courier and email us the tracking number so we can monitor it. Once you have chosen the item you want to exchange for, we will then book a pick-up with our partner courier.
Cul-De-Sac will not be liable for any cost if under some circumstance that the item gets lost, damaged, or mishandled in transit.
All return or exchange requests shall be subject to evaluation. Cul-De-Sac reserves the right to decline the request if any of the conditions above are not met or not agreed upon by the customer.
If the condition of the item failed the evaluation, the item will not be eligible for a return/exchange and will be sent back to the customer as is.
Should you have any questions regarding the return/exchange process, you may email us at email@example.com