Frequently Asked Questions

General

Shipping

Payment

Customer

When do I receive my order?

Our standard delivery times are summarized below. Non-working days include Saturdays, Sundays, and Public Holidays.

Metro Manila - 3 to 5 working days

Luzon, Visayas, Mindanao - 5 to 7 working days

International - 7 to 10 working days

What if an item I ordered is not readily available?

Because the products we carry are made in small batches, some items may not be on-hand in our stores and warehouse. 

Products marked pre-order will take more time to be ready and vary depending on our Brand Partner. You can expect a text from our customer service representative as to when your order is ready for shipping.

If you did not place a pre-order, the total amount of the unavailable item(s) will be returned to you either via store credits or refund. 

Please also note that products will be merged from different store locations across metro manila from different brands, and may take longer than the standard time.

When is my order confirmed?

Your order is confirmed once payment has been received and an email confirmation has been sent. It will contain your Order # and shipping details. A second email will be sent to you once order has been fulfilled and on its way to you.

How can I track my order?

The second fulfillment email sent to you will contain a tracking number for your reference. You may track it using our third party logistics partner (J&T, DHL, FedEx), whichever may apply.

Can I make changes to my order?

Unfortunately, we cannot make changes to your order once it’s been confirmed. We recommend that you review order details before checking out.For special requests, kindy emailshop@frankiegeneralstore.com.

Can I have my order gift wrapped?

Yes, we can gift wrap your order using our different sustainable gift wrapping options. Please add the Gift Wrapping Service to your cart and use the address of the person you are giving the gift to in your checkout details. If you select this option, we will include all items in your cart inside the gift box.

To indicate name and special notes on your order, you may fill out the notes section before you check out. 

Can I have special requests made with my order? (I.e customizations, labels, personalization, etc.)

You may use the special note section before checking out to indicate possible requests that are not found on our website. We will try to accommodate it depending on the type of request and capacity of the brand partner we are working with for your order. Please note that special orders may need more lead time before being fulfilled. 

Do you have pre-curated gift boxes?

Yes we have themed gift boxes for those who want something ready and within a certain budget. You can browse through some of our existing gift boxes here or you can manually create your own and simply add any of our sustainable gift box packaging options upon checkout.

Can I pick up my order in any of your stores?

Yes we do have in-store pick up options upon checkout. We will need at least two (2) working days to prepare and merge your order. 

Our store locations are at R2 Powerplant Mall Makati, 2nd Level SM Aura Premier BGC, and LG Molito Alabang. Please click here to know more about our store hours. 

When do my Gift Certificates / Store Credits expire?

Our gift certificates and store credits do not have an expiration date. Once you purchase a Gift Certificate online, you usually receive a digital copy of your Gift Certificate. You can also purchase a physical gift certificate in any of our store locations. 

How much is shipping?

Shipping fee will depend on the size and weight of the items and the location of the delivery. You may see the calculated shipping fee upon check out. Larger packages may incur additional shipping charges.

Is it possible to request for same day delivery?

You have the option to select, “Book Your Rider” at the check-out section which usually takes two (2) working days for us to merge and fulfill your order. 

It would also depend on the availability of the product/s and the stores they will be coming from especially if the order has multiple items. Please refer to the question on items that are not readily available.

What payment methods do you accept?

We have different payment channels available:

Debit & Credit Card (PayMaya)

Online Bank Transfer and other offline payments (Dragonpay)

GCash QR Code

UnionBank & BPI Bank Transfer

How long do I have to settle payment before my order is cancelled?

You have 72 hours to complete your purchase. If the payment hasn’t been fully settled within that time, your order will be cancelled. If you paid partially, we will also partially fulfill your order based on the total amount of products your payment can cover. 

Do you accept returns/exchanges?

Should you change your mind about your purchases, provided that the item is unused and unopened and does not fall under the Non-Returnable items list, you can exchange the product for another product under the same Brand Partner within Seven (7) days of purchase inclusive of the delivery time to the warehouse. All shipping fees will be covered by the customer. A confirmation SMS must be sent by our customer service representative to confirm the exchange. 

If purchased in-store:

Please present your transaction receipt upon your request. The store and the brands reserve the right to deny the return if these conditions are not met.

For more info, you may refer to our Returns & Exchanges Policy page.

What if I received a damaged order?

Damaged orders that are due to our third-party logistics provider will be replaced and shipped back to you with no additional costs to you. We will however need a photo of the item in order for us to file the incident properly with our logistics partner. 

What if I received a wrong order?

We usually double check orders before we send them out. Should you receive incomplete or different items from the ones you have ordered, we will send the correct one(s) and request for the wrong items to be returned to our warehouse at no additional expense to you.

Do you allow cancellation and refunds?

Unfortunately we do not allow refunds unless the product purchased is faulty or unavailable. We suggest that you double check your order before checking out. 

How long does it take for return / exchange to be processed?

If the item is readily available, we process the exchange within 3-5 working days. If the item is not readily available, it will depend on the brand partner's lead time in the production of item. Please refer to the question about items that are not readily available.

Can I place a bulk order for Corporate Giveaways, Weddings, and the like?

Yes we love working with other businesses and special occasions. We accommodate wholesale orders and apply additional discounts accordingly. 

You can customize a curation that suits your company's needs or your special event. Our platform is home to over 20,000+ products from different categories. If you want us to help you browse through our catalog, send us an email at shop@frankiegeneralstore.com

FAQs

General

Payments

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