Shipping policy

SHIPPING POLICY

Effective Date: September 1, 2026

Thank you for shopping with Her Choice PH – Luxe Skin.

This Shipping Policy explains how orders are processed, confirmed, shipped, delivered, and handled when delivery-related concerns arise.

We aim to provide a clear and fair shipping process for our customers while also protecting the business from avoidable losses, incorrect delivery information, fraudulent orders, and unnecessary Return to Sender (RTS) shipments.

This policy applies to orders placed through our official website.

Nothing in this Shipping Policy is intended to remove or limit consumer rights that cannot legally be excluded under applicable Philippine law.

1. ORDER PROCESSING

Orders are processed after the necessary order information has been received and reviewed.

Depending on the circumstances, an order may require:

  • Order confirmation

  • Address verification

  • Contact information verification

  • Payment verification for prepaid orders

  • Additional review where there is a legitimate order-processing concern

Order processing does not necessarily begin immediately after an order is submitted.

The time required to process an order may vary depending on order volume, product availability, payment verification, confirmation requirements, and other relevant circumstances.

2. ORDER CONFIRMATION

Before processing or shipping an order, we may contact the customer using the contact information provided in the order.

We may request confirmation of:

  • The order details

  • Delivery address

  • Contact information

  • The customer's intention to proceed with shipment

Customers may be requested to reply to an order confirmation message before shipment.

This verification process helps prevent:

  • Incorrect deliveries

  • Incorrect or incomplete addresses

  • Unauthorized or fraudulent orders

  • Avoidable shipment issues

  • Unnecessary Return to Sender (RTS) transactions

If important information cannot reasonably be confirmed, the order may be placed on hold while clarification is requested.

Where necessary and appropriate, an order may be cancelled before shipment if essential order information cannot be reasonably confirmed.

3. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

Customers should ensure that the following information is correct, where applicable:

  • Recipient name

  • House or building number

  • Street name

  • Barangay

  • City or municipality

  • Province

  • Postal code, where applicable

  • Contact information

We may contact the customer if the delivery address appears incomplete, incorrect, or requires clarification.

We are not responsible for delivery delays or failed deliveries resulting from inaccurate or incomplete information provided by the customer.

However, reasonable assistance may be provided where appropriate based on the circumstances.

4. ADDRESS CHANGES

Customers who need to change their delivery address should contact us as soon as possible.

Address changes may only be possible if the order has not yet been processed or handed over to the courier.

Once a parcel has been shipped or handed over to the courier, we may no longer be able to change the delivery address.

Any available delivery modification after shipment may depend on the courier's procedures and the circumstances of the shipment.

5. SHIPPING FEES

Applicable shipping fees will be shown to the customer during checkout or otherwise disclosed before the order is completed.

Shipping fees may vary depending on factors such as:

  • Delivery location

  • Order size or weight

  • Applicable courier service

  • Promotional offers

  • Other applicable delivery requirements

Customers are encouraged to review the applicable shipping fee before completing their order.

Shipping fees and related refund matters are subject to our Return and Refund Policy and applicable law.

6. COURIER SERVICES

Orders may be delivered through third-party courier or delivery service providers.

The courier used for an order may depend on:

  • Delivery location

  • Service availability

  • Operational requirements

  • Applicable shipping arrangements

Once a parcel is handed over to the courier, its transportation and delivery may be subject to the courier's operational procedures.

Where a delivery concern occurs, we may coordinate with the relevant courier where appropriate.

7. DELIVERY ESTIMATES

Any estimated delivery date or timeframe provided to customers is an estimate unless a specific delivery commitment is expressly stated.

Actual delivery time may vary depending on:

  • Customer location

  • Courier operations

  • Weather conditions

  • Public holidays

  • Peak delivery periods

  • Road or transportation conditions

  • Other circumstances outside reasonable control

We will make reasonable efforts to provide accurate delivery information and assist with legitimate delivery concerns.

8. ORDER TRACKING

Where tracking information is available, customers may use the applicable tracking information to monitor the delivery status of their parcel.

Customers are encouraged to monitor the status of their shipment and remain reasonably available to receive the parcel.

If there appears to be a significant delivery concern, customers may contact us through our official customer service email.

9. CASH ON DELIVERY (COD) DELIVERIES

For Cash on Delivery (COD) orders, customers are expected to receive and pay for the order upon successful delivery.

Customers are responsible for:

  • Providing accurate delivery information

  • Providing valid contact information

  • Being reasonably available to receive the parcel

If a COD order is refused, unclaimed, or returned due to circumstances attributable to the customer, the parcel may be subject to the Return to Sender (RTS) process.

Because payment has not been collected for a refused COD order, no refund is applicable.

Repeated refused or failed COD deliveries may affect the customer's eligibility to use COD for future orders.

Where reasonably necessary, we may:

  • Restrict future COD orders

  • Require prepaid payment for future orders

  • Review future orders where there is a reasonable history of repeated failed or refused deliveries

This does not prevent customers from raising legitimate concerns regarding the delivered product or delivery service.

10. PREPAID ORDER DELIVERIES

Prepaid orders are orders for which payment has been successfully completed before delivery.

Customers are encouraged to ensure that the delivery information provided is correct before shipment.

If a prepaid order is already in transit, delivery changes or cancellation may be limited.

If a prepaid parcel is refused, unclaimed, or returned due to circumstances attributable to the customer, the parcel may be subject to the Return to Sender (RTS) process.

Any applicable refund will be handled in accordance with our Return and Refund Policy and applicable law.

11. FAILED DELIVERY ATTEMPTS

A delivery may be unsuccessful due to circumstances such as:

  • Customer unavailability

  • Incorrect or incomplete delivery address

  • Failure to respond to reasonable courier delivery attempts

  • Delivery location restrictions

  • Other delivery circumstances beyond reasonable control

Where appropriate, the courier may make another delivery attempt based on its operational procedures.

We may provide reasonable assistance where appropriate.

Repeated failed delivery attempts may result in the parcel being returned through the Return to Sender (RTS) process.

12. REFUSED OR UNCLAIMED PARCELS

Customers may raise legitimate concerns regarding an order, including concerns involving:

  • Incorrect items

  • Damaged products

  • Defective products

  • Delivery-related concerns

However, customers should not refuse a parcel solely for reasons that could reasonably be addressed through the appropriate customer service process unless the circumstances justify refusal.

For COD orders that are refused or unclaimed, the parcel may be returned through the Return to Sender (RTS) process.

For prepaid orders, any refund or shipping-related consequences will be handled in accordance with our Return and Refund Policy and applicable law.

13. RETURN TO SENDER (RTS)

A parcel may be returned to us through the Return to Sender (RTS) process due to circumstances including:

  • Customer refusal

  • Unclaimed parcel

  • Repeated failed delivery attempts

  • Incorrect delivery information provided by the customer

  • Customer unavailability

  • Other circumstances affecting successful delivery

An RTS status does not automatically mean that a refund has been approved.

For prepaid orders, any applicable refund will be reviewed after the parcel has been successfully returned, received, and verified, where applicable.

For Cash on Delivery orders, no refund is applicable where no payment has been collected.

Return and refund matters involving RTS shipments are governed by our Return and Refund Policy and applicable law.

14. DELIVERY DELAYS

Delivery delays may occur due to circumstances including:

  • Courier operational delays

  • Weather conditions

  • Natural disasters

  • Public emergencies

  • Road closures

  • Peak delivery periods

  • Transportation disruptions

  • Events outside reasonable control

We will make reasonable efforts to assist customers and coordinate with the relevant courier when appropriate.

A delivery delay will be assessed based on the actual circumstances.

15. LOST OR DAMAGED PARCELS DURING DELIVERY

If a parcel is lost or damaged during delivery, the concern will be reviewed based on the circumstances and available records.

We may coordinate with the relevant courier and request information necessary to investigate the concern.

Depending on the circumstances, relevant information may include:

  • Order information

  • Tracking information

  • Photos of the parcel

  • Photos of the product

  • Courier records

  • Other reasonable supporting information

The appropriate resolution will depend on the actual circumstances and applicable responsibility.

Where a legitimate claim is verified, an appropriate resolution may include a replacement, reshipment, refund, or another appropriate remedy.

16. RECEIVING AND INSPECTING YOUR ORDER

Customers are encouraged to inspect their parcel and order upon receipt.

If you believe that your order contains:

  • A wrong item

  • A missing item

  • A visibly damaged item

  • An incorrect product variant

  • Another legitimate fulfillment concern

please contact us as soon as reasonably possible.

To help us review a concern, we may request reasonable supporting information, such as:

  • Order number

  • Photos of the product

  • Photos of the parcel and packaging

  • Shipping label or waybill

  • Description of the concern

  • Other relevant evidence

An unboxing video is strongly recommended, particularly for claims involving missing, incorrect, or visibly damaged items.

Claims will be assessed based on the available evidence, circumstances, and applicable law.

17. CUSTOMER RESPONSIBILITY AFTER DELIVERY

Once an order has been successfully delivered, customers are encouraged to handle and store the products according to applicable product instructions.

Customers should avoid unnecessary alteration, misuse, or improper handling of the products.

Concerns involving damage caused after successful delivery may be assessed based on the circumstances and available evidence.

Nothing in this section removes a customer's right to raise a legitimate concern regarding a defective, incorrect, damaged, or otherwise non-conforming product.

18. DELIVERY-RELATED FRAUD OR SUSPICIOUS CLAIMS

To protect both customers and the business, delivery-related claims may be reviewed where there are reasonable indications of:

  • Product substitution or switching

  • Incorrect product returned

  • False or misleading claims

  • Materially manipulated evidence

  • Missing items from a returned parcel

  • Abuse of the delivery, return, or refund process

Relevant evidence may be reviewed before a decision is made.

A review does not automatically mean that a customer has committed wrongdoing.

Legitimate concerns will continue to be assessed fairly and reasonably.

19. CUSTOMER SERVICE AND DELIVERY CONCERNS

For proper documentation and order verification, customers are encouraged to submit shipping and delivery concerns through our official customer service email.

Please provide relevant information, such as:

  • Customer name

  • Order number

  • Description of the concern

  • Relevant photos or supporting information, where applicable

We may request reasonable additional information where necessary to review and resolve a concern.

20. POLICY UPDATES

We may update this Shipping Policy from time to time to reflect changes in:

  • Shipping procedures

  • Courier arrangements

  • Business operations

  • Applicable laws or regulations

  • Other relevant circumstances

The updated version will be posted on our website and will take effect as stated, subject to applicable law.

Updates will not be interpreted to improperly remove rights relating to transactions already completed before the applicable update.

21. CONTACT US

For questions or concerns regarding shipping, delivery, order tracking, failed delivery attempts, Return to Sender (RTS), or other delivery-related matters, please contact us through our official customer service email.

Her Choice PH – Luxe Skin
Website: hcpluxeskin.com
Customer Service Email: herchoicephjobenl@gmail.com

For proper documentation and efficient handling of delivery concerns, customers are encouraged to communicate with us in writing through our official customer service email.