Frequently Asked Questions (FAQs)

Quick Info

1. Office Hours is 9am - 5pm.
2. For the latest updates, follow us on Instagram and Facebook. For inquiries, kindly send us a message via Instagram.
3. Please read our FAQs, Must Read (IG Highlights) and product description before ordering.
4. Operating on a limited workforce. 

How to Order?

1. Browse through our SHOP.
2. Add items to cart. 
3. Checkout. Fill up details.
4. For bank and GCash payments, settle payment. Send proof of payment to payments@cocoxfifi.com with your name and order indicated. 
   Notes:

• For bank deposit, we will wait for transaction to appear on our end before we ship your order. Kindly allow us 1-2 days to confirm your payment.
• We suggest settling payment via BPI, Metrobank, Chinabank or GCCash instead, as BDO transactions take time/do not reflect immediately especially during weekends.
• Check email for our payment confirmation and shipment update (tracking number for regular deliveries). Please check Spam Folder too. For Same Day Delivery via Mr. Speedy and Local Pick ups, kindly wait for our sms.
• Receive your package.

Note: Our bags and shoes come with dustbags. However, inclusion of dustbags are subject to availability.  

How to Pay?

• Bank Payments | Online and Cash Deposit (BDO, BPI, Metrobank, Chinabank)
• GCash
• Visa / Mastercard via PayMongo (will be automatically directed to Paymongo's website upon checkout)

Note:

1. COD is NOT AVAILABLE.

2. For customers who choose to process Gcash Payments via 7-11 or Remittance Centers, please add 2% service fee to your total payment due. 

How will my item/s be shipped?

Gentle Reminders:

1. Free Shipping nationwide for orders 2999+. Use code FREESHIP2999 upon checkout. No code, no discount. Free Shipping can not be used in conjunction with other promos.
2. Same Day Delivery is only available via Mr. Speedy (Metro Manila area only). Cut off for submitting of order form and emailing of proof of payment is 2pm. Regular shipping via Ninjavan and LBC/GoGo Express are NOT same day deliveries. 
3. Customers may choose 'Local Pick-up' option upon checkout. Customer will be the one to book rider. Please wait for our sms. Pick up should be made by 4pm.
4. We ship worldwide via Fedex. Rates are automatically computed upon checkout.
5. Our couriers are third party providers with operations beyond our control. Kindly note that we will not be liable for packages that are delayed, stolen, lost or damaged during transit. To avoid this:

• Fill out order form information accurately
• Ensure availability of recipient in the provided address
• Anticipate and respond to calls and texts from the courier

Note: Ninjavan may be some slight delays for regular shipments due to the ongoing pandemic as well as the backlogs from the holiday rush. For locations that are beyond the serviceable area of our regular courier, there may be changes in courier and additional fees (different courier). Our team will contact customers with affected locations for any adjustments/changes.

How to track my package?

Check email for our shipment update (tracking number for regular deliveries). Please check Spam Folder too. 

Courier	Website	Service Hotline
Ninjavan	https://www.ninjavan.co/en-ph/tracking	(02) 82711501
GoGo Xpress	www.gogoxpress.com	-

Note: Please give an allowance of at least 24 hours to view status on Ninjavan/LBC Tracker, and 1-2 days allowance for eta of package. We highly suggest customers to contact courier re delivery concerns.

Do you have a size chart for shoes?

Heels

05	21 cm
06	22cm
07	23.5cm
08	24.5
09	25cm

 

Flats

05	22cm
06	23cm
07	24cm
08	24.5cm
09	25cm

Note: Sizing may vary depending on item/style, and there may be slight differences. Best to inquire sizing by messaging us directly.

 

How will I return or exchange a product?

This is a very rare situation but we sincerely apologize if you have received a defective/incorrect item from us.

We accept returns of bags and shoes unless item is damaged during transit (due to courier's fault). Our items are carefully packed and tagged with fragile as reminder (for regular shipments).

SALE items are not refundable. Sale of this product category is final and cannot be refunded.

Please inform us within 7 days from the date you receive the product.

Returns and exchanges are only for items found damaged upon arrival. Should you receive such item/s, please email us immediately at support@cocoxfifi.com and provide the details for investigation and resolution:

• Order Number
• Full Name
• Mobile Number
• Details/Brief Explanation 
• Photos

Please note that colors shown may deviate slightly on different screens. As such, colors may be portrayed with slight differences to the human eye (and under different lighting).