Frequently Asked Questions (FAQs)

A “New Order” notification will be sent to the paying customer’s registered email address upon submission of a COD-based order. The customer shall be given notification by our third party freight forwarder once the order is ready for delivery. Please note that COD Service is available only for delivery addresses in Metro Manila and parts of Rizal, Cavite, Bulacan, and Laguna.

9. How many days will the delivery take?

The website receives orders 24/7 but our warehouse pick up has a cut off time of 2:00 pm from Mondays through Fridays only. All orders placed before the cut off time will be processed and picked up from our warehouse on the same day. For orders placed beyond the cut off time (2pm, Mondays to Fridays), processing and warehouse pick up will be on the next business day.

Orders placed on Fridays, Saturdays, Sundays, and Holidays will be processed and picked up from our warehouse on the following business day.

Delivery within Metro Manila shall take three (3) to seven (7) business days. Provincial area deliveries will have a duration of five (5) to ten (10) business days. All periods shall commence from the day of pick-up from our warehouse.

Please note that we aim to deliver within the time agreed upon at purchase. However, we do not guarantee that all orders will be delivered within the presented time frame. Since we and our third party partners may follow national, seasonal, and declared holidays; these no-operation days may also affect the processing and shipping of your packages. Please also note that we will not be liable for any losses, liabilities, costs, damages, charges, or expenses arising out of the whole delivery process (from the moment the items are picked-up from our warehouse up to the time of delivery to you).

10. How much is the delivery/shipping fee?

We offer FREE local shipping for orders amounting to Php 1,499.00 and above.

The following table shall contain the shipping charges for orders below Php 1,499.00:

Area: Delivery/Shipping Fee
Metro Manila: PHP 70.00
Provincial: PHP 100.00
*Shipping charges may change without prior notice.

International shipping fees will be determined at checkout, calculated according to DHL's rates. The final cost will vary based on the total weight of the package, ensuring accurate pricing for your order.

11. Can I track the delivery status of the item(s) I purchased?

A tracking number shall be designated to each processed purchase and shall be included in the Shipping and Delivery Status Confirmation email. This tracking number can be keyed in on the space provided in our freight forwarder’s Online Waybill Tracker in our website to check the status of your purchase.

If your order has not arrived on the delivery date indicated in the email confirming the purchase, you may contact our customer service representative(s) at customersupport@benchmail.ph to inquire about its status.

12. What if I am not available to receive the purchased item(s)?

If you are not available to personally receive your package, you may designate at least one (1) authorized recipient in the Shipping Information page. Please note that in all circumstances, the recipient is required to sign the waybill as confirmation of receipt and proof of delivery. We reserve the right to request for a valid ID to ensure safekeeping of your package. All items included in the purchase and as stated in the invoice SHOULD be accepted and paid for.

Please note that an order is entitled to three (3) delivery attempts. After the third attempt and the order is still not signed as received by the customer, it shall be delivered back to our third party freight forwarder’s office, for Metro Manila deliveries or in your nearest LBC branch for Provincial deliveries. Orders shall remain open for pick up for seven (7) days. Within this period, you may also opt to have the order redelivered. The attempt to redeliver entails another shipping fee which you will shoulder (amounting to Php 100.00 for Metro Manila and Php 200.00 for Provincial Areas. *Shipping charges may change without prior notice).

13. What if the purchased item is a gift to another person?

If you wish to send your purchase as a gift to another, simply enter the recipient’s personal details in the spaces provided under the Shipping Information. Please keep in mind that the delivery of gift item(s) is only available for those paying through bank deposit and credit card payments; COD is not acceptable to avail of this service. The recipient is required to sign a waybill as confirmation of receipt and proof of delivery. We reserve the right to request for a valid ID to ensure safekeeping of your package.

Cancellation

14. When can I cancel an order?

Orders placed on weekday mornings can only be canceled before 2pm of the day of purchase.
Orders placed beyond 3:00 pm on weekdays (except Fridays) can be canceled before 2:00 pm of the following day.
Orders placed on Friday afternoons (beyond 2:00 PM), on Holidays, and on weekends (Saturdays and Sundays), may be canceled before 2:00 pm of the following business day (Monday).

Beyond this, you can no longer cancel your order and withdraw the payment made. You may contact our customer service at customersupport@benchmail.ph to resolve issues regarding order cancellation.

Returns And Exchanges

15. What are the steps in returning or exchanging defective or damaged item(s)?

If you want to return or exchange defective or damaged item(s):

You may proceed to your nearest local BENCH/ Store for proper assessment of the item(s) within 30 days from purchase date.
Item(s) for exchange shall be subject to the Store’s assessment upon presentation of its invoice and its complete packaging.

Generally, only defective and/or damaged item(s) will be entertained for exchange. Specific cases like that of wrong sizes can become an exception, as long as item(s) to be exchanged are of the same kind or of the same price or higher. Cosmetics may be exchanged ONLY IF damaged to the extent that it can no longer serve its aesthetic or natural purpose(s). All items must be presented to your nearest local BENCH/ Store together with its invoice and its original, undamaged packaging. Please note that BENCH/ does not honor a return or exchange for underwear.

16. Does the BENCH/ Online Store allow refunds?

Sorry, we do not issue cash refunds. However, below is the refund process for each mode of payment:

For Bank Deposit, Credit Card and other Non-COD orders, provided that the order has been canceled before it is processed (prior to the cut off time of 2:00 pm, Mondays to Fridays), refund may be provided.

COD Orders should be canceled before the processing time (before the cut off time of 2:00 pm, Mondays to Fridays). Orders already dispatched from the warehouse may no longer be canceled and will not be entitled to refund. If the customer wishes to exchange or return the item(s), he/she must proceed to the nearest local BENCH/ Store and present the invoice and the item(s) in its original, undamaged packaging.

Frequently Asked Questions (FAQs)

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