Exchanges and Returns

15-Day Exchanges and Returns Policy

At Rustan's, we want to make your shopping experience as easy as possible.

In the event that your selection is incorrect or unsuitable, you may return or exchange in-store or send back your order within 15 days of receiving it.

Ways to exchange or return:

IN-STORE EXCHANGE OR RETURN

  1. Create a Return Request and enter details of your order return. When possible, include photos of the product as received to allow our team to verify its condition.
  2. Proceed to a Customer Service counter at one of our main stores, as listed below. Take the item with the email order confirmation receipt.
  • Ayala Center Makati: 5/F Customer Service counter
  • EDSA Shangri-la: 2/F Customer Service counter
  • Gateway Mall: 2/F Customer Service counter
  • Alabang Town Center: G/F Customer Service counter
  • Ayala Center Cebu: G/F Customer Service counter

Please note: When issuing refunds, rustans.com can only return funds back to the credit card or PayPal account you paid with.

As we don't accept cash-on-delivery (COD) for online orders, we are unable to offer cash refunds in-store.

SEND BACK YOUR RETURN

  1. Create a Return Request and enter details of your order return. When possible, include photos of the product as received to allow our team to verify its condition.
  2. Print the return approval email you will be issued once our team approves your request.
  3. Repack your items into the original Rustan's shipping carton or pouch. Include the original packing slip and a printout of the email order confirmation receipt
  4. Proceed to an Air21 Business Hub and take the item with the email order confirmation receipt and the printed return approval email.
  5. Pay Air21 for sending the return delivery. If choosing other trackable services such as LBC or 2Go, you must label the outside of the box correctly with the following address:

Rustans.com
Air21 Fulfillment Center
KM 14 West Service Road, South Super Highway
Brgy Merville, Parañaque City, Metro Manila 1709

Please note for exchanges: When we receive your items, we will dispatch the exchange request free of charge if it is like-for-like or the same price.

If it is not the same price, we will issue an online gift card to the value of your returned item so you can select the desired alternative at rustans.com and make payment at checkout.

REPORT FAULTY or WRONG GOODS

  1. Create a Return Request and state details about the defect. Ensure the date of purchase is clear as wear and tear needs to be eliminated as a possible cause. Actual manufacturing faults should be evident right away or detected within seven (7) days out of the box. Include photos of the product as received to allow our team to verify its condition.
  2. We will arrange a pick-up of your original order, and a replacement will be sent to you free of charge once your warranty claim is verified. If a replacement is not available, a repair or a supply of spare parts may be offered.
  3. Print the return approval email sent to you once the return request has been verified and include it in the parcel.
  4. Email us at hello@rustans.com and state your order number is ready for pick-up. We will make a pick-up booking for you.
  5. Please address the box with our warranty returns address:

Rustans.com Operations Manager
3/F Oppen Building
349 Sen. Gil Puyat Ave
Makati, Metro Manila 1200

Please Note: You or a person in your home, office, or apartment must be available when the pick up takes place so that the right parcel is collected.

Important information:

Products not valid for returns or exchanges

For hygiene reasons, the following items cannot be returned or exchanged:

  • Fine Jewelry
  • Underwear, lingerie, hosiery, and socks
  • Swimwear including coverups and rash guards
  • Cosmetics, fragrances, and skincare
  • Items shown as final sale on our site

Proof of Purchase

Items valid for returns or exchanges must be accompanied by an email order confirmation receipt.

Valid Returns

Products being exchanged or returned must be:

  • Purchased from Rustan's Department Store locations or rustans.com
  • Unused, unopened, unworn, undamaged, or unaltered
  • Complete with original product tags and packaging, including, but not limited to, original shoe, accessory, gadget boxes, or garment bags

Taking care with returns

Please take care of the items being returned. Rewrap and insert in a box or pouch with care as per original delivery and be sure to seal well if sending back via Air 21 or another courier service. It is important to avoid damage or loss by packing up the item properly. This will help ensure we receive your return parcel as intended and will help validate your returned order swiftly.

Wrong or faulty item received

If you received an item which was not what you ordered, we will arrange the pick up and replacement of your order free of charge.

If you received an item which you believe has a manufacturer's defect or is faulty upon receiving, please read our Warranty information and instructions. We will arrange the pick up and replacement or repair of your order free of charge.

Handy tip

Keep a copy of your receipts, a photo of your return parcel, and a record of your return tracking number.

Keep your parcel safe with tracking: if your parcel is sent back to us without tracking, we cannot guarantee your return for processing or check its arrival. Once it arrives, please allow at least three (3) days for processing.

You’ll be notified when your return parcel arrives at the warehouse. When it passes our checks, we'll dispatch your exchange and send you tracking details, or we'll email your rustans.com Gift Card refund.

Invalid returns

If items are returned and they do not meet the above terms and conditions or they are returned with damage, have been used, worn or altered, Rustan's is unable to issue a refund or credit.

At its discretion, Rustans.com may issue an E-Gift Card for 50% of the value if outer packaging is damaged or tags are missing. Altered, worn, or damaged items will not be refunded.

Information about cash refunds

As we do not offer cash-on-delivery ( COD), we are unable to offer cash refunds. Refunds are issued by Rustans.com in the method of payment which you provided such as credit card or PayPal. If you paid with a Gift Card, we will issue a Gift Card back as the form of refund so that you can choose a suitable item in the future.