Frequently Asked Questions
Do you ship worldwide?
We only ship to the Philippines at the moment.
How do I find out about new release/restock updates?
Product launch and restock information will always be posted on our Instagram page, under @raxenne and @shop.raxenne.
Can I make changes to my orders once it's been placed?
Due to the limited nature of our products, all sales are final. Orders can not be canceled, changed, or modified once they have been placed. Please ensure all information is correct before submitting your order.
When will my order arrive?
Processing time for orders is 3-7 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions.
Domestic shipping times are listed below:
- Metro Manila : 1-5 business days (M-F) after payment
- Provincial: 5-8 business days (M-F) after payment
No shipping on weekends or holidays. Orders placed after 9AMNN (GMT+8) on Friday have a ship date of Monday delivery. Orders placed on a holiday will ship the first day after service resumes for delivery.
PLEASE NOTE: WE ARE NOT RESPONSIBLE FOR ANY SHIPPING DELIVERIES THAT MAY BE AFFECTED BY, BUT NOT LIMITED TO, THE FOLLOWING: CUSTOMS, NATURAL OCCURRENCES, AIR/GROUND TRANSPORTATION.
Once you have received your shipping confirmation e-mail containing the details of your package, as well as its waybill tracking number, kindly visit the tracking website for updates. Simply enter your waybill tracking ID in the field. Please allow our courier 24 hours after you have received the shipping confirmation email for the status to be updated.
I pre-ordered an item. When will it be shipped?
Usually it takes 10-15 days business days for your orders to be shipped. An email will be sent once the order is shipped.
Do you allow returns and exchange?
All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations/ returns.
I have received my order and I need assistance.
Please contact our Customer Service Team shop.raxenne@gmail.com to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 7 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.