FAQs on Rustans.com

Read about the Frequently Asked Questions on Rustans.com operations during the Covid19. LAST UPDATE ON SEPTEMBER 30, 2020

Covid19 has impacted our operations and teams while we strive to serve you. We hope you enjoy browsing and shopping for our growing brands and products online or in-store. Follow us on social media @rustansph channels for latest updates.

Thank you for your support, courtesy and understanding.

1. Is rustans.com open during Covid19?

Yes. Rustans.com is open to take orders at this time, however please expect delays on all order processing and deliveries. This is due to the extra safety precautions we are required to undertake when processing your order, the manpower restrictions in our stores and warehouses, and transport conditions which may change in certain areas due to local lockdowns that may be ongoing. In addition, our brand partners may experience supply delays to us.

We offer essential items, clothing, accessories, cosmetics, kids’ items, and homewares. Should you wish to include cosmetics and heat-sensitive items in provincial orders, this will be at the customers' own risk. We will do all that we can to carefully pack the items but cannot guarantee climate conditions in extended sea or road transit.

2. Does rustans.com deliver nationally across the Philippines or internationally?

Most of the time we deliver nationally across the Philippines. As at September 30, 2020 - unfortunately Covid19 has impacted some of our provincial areas. Please keep an eye on our Press Center for updates on areas where we cannot deliver or accept orders at present.

As at September 30, 2020, the following areas are currently unservicable for orders and deliveries.

  • Bataan
  • Bulacan
  • Zambales
  • Pampanga
  • Tarlac
  • Iloilo
  • Coron, Palawan
  • Baler, Aurora

Updates will be made as soon as they are available. If you have ordered prior to this date for an address in one of these areas, we will be attempting to deliver - please allow extra time.

Unfortunately, we currently do not offer International delivery.

3. I contacted rustans.com Customer Service but did not receive a reply.

We are experiencing a high volume of messages and requests. Please allow 24-72 hours for a detailed reply on your order. This is a guideline only and we appreciate your courtesy and patience toward our team members.

4. Where is my order? How do I track it?

When your order dispatches from our warehouse or stores team, a tracking number will be issued to the email address you used to place your order so you can monitor the order in transit.

We are unable to provide precise times for deliveries as this is subject to road, air and sea conditions in your area. You may refer to our general guide on transit times and shipping options.

If you have not received a tracking notification for your order, it means we may still be processing. Orders may also be dispatched in more than one package, and you will receive separate notifications for each dispatch relating to your order.

5. The courier system says they tried to deliver but I was home. Why did this happen and what to do?

Tracking systems will show standard messages regarding manifest of your package, transit, hub stops or other information when the package is scanned.

From time to time, a driver may reach your area and may not be able to deliver as planned. This can occur due to traffic, weather events, the vehicle, time of day limitations, restrictions entering some subdivisions or streets, or other unforeseen situations. In addition, door knocks may not be heard, or street names and numbers may be difficult to locate.

Don't panic, the driver will make two attempts to deliver and you should receive your order soon. Allow 1-2 days for them to try again. If you're concerned, please contact the courier and quote your tracking number for assistance.

6. How do I contact the courier?

If your tracking notification is for Air21 deliveries contact:

Metro Manila:
Operating Hours are Mondays to Saturdays
8:00 AM to 4:00 PM
  Metro Cebu:
Operating Hours are Mondays to Saturdays
8:00 AM to 5:00 PM

Via Email:


Via Air21 Facebook Messenger https://www.facebook.com/AIR21PH

If your tracking notification is for Entrego deliveries contact:



7. How long will the delivery take?

Areas Delivery Time (not including processing time)

National Capital Region

Approx 3 Days

North Luzon

Approx 5 Days

South Luzon

Approx 5 Days


Approx 5-7 Days


Approx 5-7 Days

  • Pick-up and delivery to Air21 serviceable areas are subject to schedule and availability of linehaul and airfreight transfer
  • Seafreight is still used for reaching certain areas

Collection at Collection Hubs

In some areas we cannot reach residents’ home directly, but we can deliver to the following Air21 Hubs for customer collection:

Collection Hub Delivery Time not including processing time

National Capital Region

Call-In Cut-Off: 2:00PM
Pick-Up Cut-Off: 4:00PM


Call-In Cut-Off: 12:00NN
Pick-Up Cut-Off: 2:00PM

You will need to present ID and your order number or email receipt for collecting packages.

Delivery times stated above do not include processing and packing of your order. Transport partners are unable to answer questions about the progress of processing time, but they can help once your package is dispatched and on its way.

These times are approximate only and are subject to changed at any time based on local government or national requirements.

8. I'm missing an item/or something is wrong, what happens next?

Contact us at hello@rustans.com and let us know. Allow time for us to investigate the problem and respond in detail.

Your item may be coming to you in a separate delivery as some of our products ship from different locations.

If not, we will request the missing item to be dispatched for you in case it was missed during packing.

If there is a problem with availability and we cannot sent it, our team will offer you some options. This includes, a similar alternative product if you wish, an E-Gift Card so you can choose another product at rustans.com or use it towards a future purchase, or a refund of that product.

In line with our exchanges and returns policy, we are unable to offer straight refunds for Change of Mind, or products returned outside the usual conditions and terms stated.

9. Is it safe to shop and order online at rustans.com?

Yes, we have undertaken stringent measures to ensure that our usual hygiene standards are now even more comprehensive.

Our transport partners have also implemented extra safety measures. This includes, but not limited to:

  • Advisories and education and awareness campaigns to all transport employees on workplace safety vs. infectious diseases;
  • Deployment of safety gear, such as face masks, gloves, and personal hygiene kits to couriers, drivers, and warehouse personnel;
  • Body temperature scanners issued and given to our warehouse security teams;
  • Minimal contact is made with packages in sanitized storage facilities;
  • All international items are subject to quarantine as mandated by the Bureau of Customs;
  • Additional precautions when necessary.

We are confident that we will continue to provide a safe, secure, and pleasant shopping experience all the way to your home.  

10. I am concerned about touching money and social distancing, how will you address this with payments and deliveries?

In addition to careful handling of packages as stated above, we offer contactless pre-payment online so that you do not have to handle or exchange cash or coins with drivers.

Our contactless options online include PayMaya, PayPal, Visa, and MasterCard, and HSBC instalments. We will announce additional options in due time.

We do not accept cash or COD at this time. For your security, our transport partners and their drivers are not allowed toask you for cash or any form of payment prior to handing over your package.

11. I need to exchange/return my rustans.com order. How do I do it?

Just follow our usual Returns & Exchanges information here.

12. Can I return/exchange at Business Hubs or stores?

This is now possible using the above mentioned Returns/Exchange process.

Regarding our partner service provided by Air21, please contact Air21 to see which Business Hubs are open during ECQ/GCQ in your area.

13. I asked for gift wrap, paper gift bags or branded paper bags or but it was not provided. Why?

Our gift wrapping services are provided for a fee during designated times and this will be shown on the product pages and check out if available.

During Covid19, we have been unable to offer gift wrapping and related services. If requested, we may be able to provide branded paper bags if they are in-stock. Closer to the Holiday period we may be able to update customers on this.

Please note - Dust bags for certain branded and designer bags or shoes are provided by brands themselves, and generally only for leather items. Unfortunately rustans.com is not able to provide dust bags if they have not be provided by brands.

14. I live in NCR and want to try Personal Shopper On Call, how do I do that?

Just visit our On Call page for all the details. Please note, Personal Shoppers are unable to answer questions about online orders. Please course your online questions to the online team via hello@rustans.com

For store opening times, please keep an eye on announcements on our @rustansph social channels.