Frequently Asked Questions (FAQs)

Quick Info

1. Customer Support is available Mondays to Saturdays, Office Hours is 9am - 4:30pm. But kindly check our socials for any changes (eg. holidays, typhoons). 
2. For the latest updates, follow us on Instagram and Facebook. 
3. For inquiries/concerns, kindly send us a message via Instagram.
4. Please read our Frequently Asked Questions (FAQs), Must Read (IG Highlights) and product description before ordering.
5. 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 number indicated for easy cross-checking. For card payments, you will be automatically directed to Paymongo's website. 
5. Wait for confirmation of payment via email. Delivery/Shipping details to follow.
6. Receive your package.

Notes:

• Please place orders through our website only. CXF is NOT available in any other ecommerce platforms. Payment must be made only to the account details indicated upon checkout.
• If using any discount/promo codes or gift cards, kindly do not forget to input the code upon checkout.
• 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 Metrobank, Chinabank or GCash instead, especially for Same Day Deliveries as BDO and BPI transactions may take time/do not reflect immediately especially during weekends.
• Once payment has been processed, we do not allow changes in shipping/delivery method or designs.
• Check email for 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.

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)

Notes:

• COD is NOT available.
• 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?

Notes:

• Free Shipping nationwide for orders 1499+. Use code FREESHIP1499 upon checkout. No code, no discount. Free Shipping can not be used in conjunction with other promos. 
• (Regular Shipping) For more than one item ordered that are bulky/structured/fragile, they may be packed separately to ensure they are secured. Packages are handed to courier together, but they may be delivered to you separately.
• Same Day Delivery is available for 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. Our team has the discretion to adjust delivery schedule in case of any emergencies/holidays, however we will inform customers.
• 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 before 4pm.
• 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:

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

On our end, we add stuffing to the inside of the bags, we may also add bubblewrap as extra precaution, and our courier pouches/boxes are labeled with FRAGILE. Special packaging (box and PVC pouch) is available as an add-on).

• Ninjavan may have some slight delays for regular shipments due to the ongoing pandemic and backlogs. Please feel free to follow up with us in case you have not received your package 5 days from the supposed ETA.
• For rush orders, we suggest opting for Same Day Delivery (MM area only) or Local Pick-up instead.
• 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 Tracker, and 1-2 days allowance from the eta of package. We highly suggest customers to contact courier directly re delivery concerns.

 

How do I return or exchange a product?

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

We accept returns of defective/incorrect 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). 

Returns and exchanges are only for items found damaged upon arrival. We highly suggest taking a video while opening your package. Returned item will be inspected by our team before we ship the replacement. 

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. 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

Once eligible for refund, we will send a link to our Refund Form. Kindly allow us at least 7 working days for processing. Please make sure to provide complete and correct details.

*Reminders: 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).

Some parts of our products are crafted by hand, there may be some imperfections. Likewise, for items made with natural materials (bamboo, rattan, etc), uneven colors/shading and texture may be expected.

We usually indicate additional information via the product description. We may also reach out to customers in case items ordered are with flaws. 

*Note: You may request photos of items from us prior to ordering, please reach out to us via Instagram.