Client Services
Frequently Asked Questions
A few things customers ask us most often. Each answer points you to the relevant page for the full detail.
Where do you ship?
We ship nationwide within the Philippines, with complimentary domestic delivery. We also accept international orders to selected destinations, where shipping is charged separately and any customs duties or taxes are the recipient's responsibility. Full details are on our Shipping & Delivery page.
How long will my order take to arrive?
For domestic orders, estimated delivery is:
- Metro Manila — 3–7 business days
- Provincial areas — 7–14 business days
Business days are Mondays through Saturdays, excluding Sundays and Philippine holidays. Timelines are estimates and may vary with your location, courier operations, and weather.
What payment methods do you accept?
You can pay securely at checkout:
- QR Ph — scan the QR code at checkout to pay with your GCash, Maya, or bank app.
The methods available to you are shown at checkout.
Can I return or exchange an item?
Please report any damaged, defective, or incorrect item within seven (7) calendar days of receiving it, and we will assess the concern and arrange the appropriate remedy. Returns and exchanges are generally not accepted for change of mind or preference, and sale items are final sale except where a defect is involved. See our Refund & Return policy for the full detail and how to request assistance.
How do pre-orders work?
Pieces marked Pre-Order are available for advance reservation and require full payment at checkout to confirm the order. The estimated fulfillment timeline is shown on the product page; these are estimates, not guaranteed dates. Because each pre-order is reserved specifically for you, confirmed pre-orders are generally not cancellable due to a change of mind. See our Pre-Order policy for more.
How do I choose the right size or fit?
Each product page lists its dimensions and, for our carriers, the adjustable fit and recommended use, so you can choose with confidence. Because our pieces are crafted from natural materials, slight variations in grain, texture, and tone are normal and part of their character. If you are unsure which piece suits you, message us via the Contact page before ordering.
How should I care for my Amèla piece?
In short: wipe clean with a soft cloth, let anything damp air-dry, keep it away from harsh chemicals, and store it dry. Our Care & Repair page has the full guidance for both bags and carriers.
How can I check on my order or reach you?
For an update on an order, or any other question, reach us through the Contact page with your order number and we will be glad to help.