Frequently Asked Questions / FAQs
1. Are the products sold online new?
SUYEN Corporation has been around since the 1990s, we guarantee that all products featured and sold in the BENCH/ Online Store are 100% authetic and new.
Lean more abour Bench/ and Suyen Corporation in our About Bench/ page.
2. How can I purchase from the BENCH/ Online Store?
You may read through our How to Order Guide for complete details on how to purchase from the BENCH/ Online Store – from adding items to your cart to completion of the purchase process.
3. I live outside the Philippines. Can I buy from the BENCH/ Online Store?
Yes, we do accept International orders and will be creating a better experience for these kinds of orders soon
4. Can I order in bulk?
Yes, kindly email customersuppor[email protected] and include your requested products and quantity.
Payment Methods and Details
5. How can I pay for the item(s) I purchased?
The BENCH/ Online Store accepts the following methods of payment:
- Cash on Delivery
- Credit or Debit Cards
- Bank Deposit
- other Payment Options accredited by our payment gateway provider
For a more detailed run through of our payment guidelines, see Payment Methods
6. What is the currency of the prices listed on the Website and will the prices be inclusive of taxes?
All prices posted are using the Philippine Peso (PHP) currency and are inclusive of tax.
7. Can I pay using another currency?
We only welcome Philippine Peso (PHP) at the moment.
Shipping & Delivery
8. How will I know that the order was placed successfully?
- For customers paying via credit/debit card, an e-mail confirming the purchase shall be sent to the e-mail address specified by the customer in the BENCH/ Online Store form, upon completion of the payment process.
- Those customers opting to pay via bank deposit will receive an e-mail confirmation in their e-mail addresses in the BENCH/ Online Store form after we receive and verify the payment details. For bank deposit or over-the-counter-bank transactions, the bank deposit slip shall serve as proof of payment.
Cash On Delivery (COD)
- A “New Order” notification will be sent to the paying customer’s registered e-mail address upon submission of a COD-based order. The customer shall be given notification by our third party freight forwarder once 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 2:00PM 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 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 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.
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 e-mail. 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 [email protected] 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.
14. When can I cancel an order?
-Orders placed on weekday mornings can only be cancelled before 2pm of the day of purchase.
-Orders placed beyond 3:00pm on weekdays (except Fridays) can be cancelled before 2:00pm of the following day.
-Orders placed on Friday afternoons (beyond 2:00PM), on Holidays, and on weekends (Saturdays and Sundays), may be cancelled before 2:00pm 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 customersupp[email protected] 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 refund. 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 cancelled before it is processed (prior to the cut off time of 2:00PM, Mondays to Fridays), refund may be provided.
COD Orders should be cancelled before the processing time (before the cut off time of 2:00PM, Mondays to Fridays). Orders already dispatched from the warehouse may no longer be cancelled 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.