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 in 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 as generally hygienic in nature (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 credit note equal to the amount of the returned item/s that you can use to purchase online.
If claiming for a refund, cash refund is not allowed unless the item ordered is already damaged and/or unavailable prior to delivery.
Fees (shipping fee, taxes, and other incurring fees) incurred upon returning process are to be shouldered by the customer.
- Return Fee - P200 (for exchanges within Metro Manila) and P250 (for exchanges outside Metro Manila)
Cul De Sac will not be liable for any cost if under some circumstance that the item gets lost, damaged or mishandled during the return process.
All return or exchange requests will be subject to evaluation. Cul De Sac reserves the right to decline the request if any of the conditions are not met or not agreed upon by the customer.
- Log in to your Cul De Sac account and go to Orders. Click on the Return and Exchange Button.
- Fill-out all the necessary fields on the Return and Exchange Form.
- Choose on the following options on how you would want to return the item:
- Store Drop-off: Go to our store branch together with item you want to return.
- Shipping: Send the package through LBC and indicate the following Shipping Details
- Should you have any questions regarding the return/exchange process, you may email us at firstname.lastname@example.org
- You will receive an email from our Customer Service Representative once the item has reached our store. Item/s will be evaluated by the Merchandising Manager if the said conditions are met.
- A second email will be sent to you to inform you about the status of your request. If it passed the evaluation, Cul De Sac will send you the requested exchange item through the details that you have provided on the Return and Exchange Form. If 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.
- For return claim, Cul De Sac will send you an email acknowledging the receipt of returned item. You will be issued a credit note amounting to the same price of your returned item. Should you wish to use the said credit note, you may message us directly via Contact Us page and the Customer Service Representative will assist you.
- Selected item/s for exchange may be of the same or higher value as the original item being returned. The price difference of item/s with higher value than the original item must be paid. Customer shall waive any excess amount if the chosen item (for exchange) has lower value than the original item. Credit notes have no expiration. This can only be used for online purchase and cannot be used in store.