Frequently Asked Questions

My Order

How soon will my order be delivered?

We are committed to delivering your order within 1 to 3 days for Metro Manila addresses (except Sundays and holidays) and 3-5 days for non-Metro Manila areas. The delivery countdown officially begins upon receiving an order confirmation through email.

Can I still update my order once it is placed?

Before your order is prepared for shipment, the Customer Care Team can assist you on changing your order or updating the shipping details. Kindly let us know if changes have to be made. Call us at (+632) 812-2000 immediately or simply click this link: customercare to send us an email.

Kindly be reminded that once an order is already prepared for shipment, no other changes can be made.

Can I still cancel my order?

An order can be cancelled as long as the order has not been processed and prepared for shipment yet. To cancel your order, let us know immediately. Simply click this link: customercare to send us an email or call us at: (+632) 812-2000.

Payment

What payment methods are accepted?

We accept MasterCard, Visa, Over-The-Counter and Cash on Delivery (COD).

For Over-The-Counter (OTC) payments, click OTC option upon checkout and choose from the options; bank or non-bank. Fill out the box with your name and email address and click SUBMIT. Payment instructions and reminders will be sent to you via email along with the reference number. Once payment is done, it will automatically update the system. You will receive an email notification confirming receipt of your payment.

For Cash on Delivery, kindly prepare exact amount when paying our courier for quick and smooth transaction. Cash-on-Delivery (COD) is strictly for Metro Manila orders only. Only a maximum amount of PHP 6,000.00 per cart is allowed.

Shipping and Delivery

How much are the shipping rates?

FREE delivery with every purchase of PHP 1,500.00 and above.

Rate

Delivery Days

Metro Manila Area

PHP 100.00

1-3 days (except Sundays and holidays)

Non-Metro Manila Areas

PHP 150.00

3-5 days (except Sundays and holidays)

Can I prearrange the date of delivery?

Our courier service is unable to provide schedule of delivery. We cannot guarantee the specific time or date for the delivery of your order. Rest assured, however, that we are working closely with our service partners to deliver your orders as fast as we can.

What if I am not around when my order arrives?

Kindly prepare a letter of authorization with your signature and complete name and signature of the person who will claim your order on your behalf. The authorized person must also present a valid ID.

Can I pick up my order at SKIN by John Robert Powers office?

SKIN by John Robert Powers does not offer this option at the moment.

Can I purchase multiple items under one order and have them delivered to different addresses?

We do not offer delivery of multiple items to different addresses under one order.
Should you want to have your items delivered to different addresses, we recommend placing different orders (items to be delivered to the same shipping address should be put together in one order).

Do you deliver outside the Philippines?

We do not deliver outside the Philippines at the moment. If you have questions regarding this matter, let us know! Click this link: customercare to send us an email. We would be glad to assist you.

Return/Exchange Policy

Can I return/exchange my order?

Returns, refunds and exchanges are subject to the following conditions:

  • Products valid for returns, refunds or exchanges are only those received with defect or damage. While we understand that you might have changed your mind, we will not be able to take these items back due to personal hygiene standards and merchant limitations. Sale items are also non-refundable and non-returnable.

  • Products that are defective can be refunded, returned or exchanged within seven days upon receipt of your order. Beyond this time, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect.

  • Products should be in its original purchase condition and must be unused.

  • Defective items that are part of a set must be returned as a whole set.

What will I do if I received a damaged item?

If you received a damaged item, let us know! Call us immediately at (+632) 812-2000 or simply click this link: customercare to send us an email within seven days upon receipt of the item. Kindly attach pictures of the said item and a description of the damage. We would be glad to assist you.

What will I do if I received the wrong item or package?

This rarely happens, but in the unlikely event that you received the wrong item or package, let us know immediately! Simply click this link: customercare or call us at our Customer Care Hotline at (+632) 812-2000 during business hours.

Account Information

Is my personal information kept private?

SKIN by John Robert Powers ensures that your personal information is kept private and confidential and at no point will be shared to a third party.

I forgot my password; what should I do?

To reset your password, click on the FORGOT PASSWORD button and input your registered email address on the MEMBER’S LOGIN page. The system will send the password information to that email address.

Can I have more than one account?

Yes. You may have multiple accounts, but each account should have a unique and valid email address.

I have more than one account, what should I do?

Each account is a unique account. You may use both and transact business with us at any time.

Promotion

Do you offer special promos?

We offer special promos from time to time so make sure to watch out for these. You may also visit the PROMO section in our homepage.

We also offer free shipping with every purchase of PHP 1,500.00 and above.

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