Frequently Asked Questions (FAQs)

Shopping Online at Rustans.com

Shopping Online at Rustans.com

HOW TO CONTACT US

Contact details for stores and rustans.com are available at our Contact Us page. We endeavour to get back to you within the day.

You can also use the chat box Mon-Fri 9am - 7pm for assistance. The chat box will show at the bottom right of the screen when our team is online.

Facebook Messenger is also available when visiting RustansPH on Facebook.

PAYMENT METHODS

What payment methods do you accept?

We accept Debit and Credit Cards such as Visa, MasterCard, American Express, JCB and PayPal for payment at rustans.com

SECURE PAYMENT

How do I know if my credit card details are safe with you?

At Rustan's we take data privacy and security seriously. Just as when you shop with us in-store, your credit card data is processed using secure, encrypted technology.

In addition, Rustans.com is PCI Level 1 Compliant in accordance with worldwide standards. You may also read our Data Privacy policy.

CASH ON DELIVERY (COD)

Do you offer Cash on Delivery?

At present, we do not offer Cash on Delivery. However, we do offer Debit and Credit card or PayPal options in place of cash. We also offer 15-day Returns and Exchanges.

HOW DO I ORDER?

 

  1. Using your phone, tablet, or a desktop/laptop computer, visit our site at rustans.com

  2. Using the home page content or the top-navigation bars of the site, select a category you wish to browse

  3. Then select a product you would like to purchase and read about its features

  4. Choose the Add to Shopping Bag button

  5. You will now see the item in the Shopping Bag page. You can continue shopping or you can increase items in the shopping bag and press the 'Update Shopping Bag' button

  6. To Checkout and pay, select Checkout button

  7. You will be taken to the First Checkout Screen to enter your Customer details and shipping address for the order. Be sure to double check the delivery address, and the email and mobile phone number for your delivery.

    We highly recommend using a business address for delivery if you are not expected to be home for the parcel when it arrives. If you have family or staff at home to receive, a home address may be suitable. On this page, you can also Login or create an account so you can keep track of your Rustans.com orders and arrange returns easily online. Once you've completed this screen, select Continue to Shipping Options.

  8. On the Shipping Options Screen, some products may have shipping offers shown on the screen, and others may have shipping rates shown. Choose an option and continue.

  9. The Payment Screen enter your debit, credit or PayPal details. Make sure your card is with you as you may need to enter the security details. You will also need to enter the Billing Address used for that account as an extra security step to protect you. Then press Submit or Continue once all fields are complete.

  10. You're done! We aim to dispatch within 24 hours or less. Check your email and phone for our confirmations. You'll receive an Official Order Receipt by email and you'll be notified with delivery tracking information when your parcel is dispatched.

CHANGING AN ORDER

I made an error at checkout, can I change my order?

If your order has not yet dispatched, we may be able to help change your order. Contact us as soon as you notice your error and let us know what you would like to change.

We can only change items in your order of the same value - for example, the item is the same but you meant to select a small instead.

If we are unable to change the item but it has not dispatched, we may cancel the order so you can make the correct selection again.

If we are unable to change the item but it has dispatched, we are unable to amend the order. You may follow our easy Exchanges & Returns instructions to change the item.

RUSTANS.COM GIFT CARDS

I've run out of time to order a special gift, do you sell Rustans.com Electronic Gift Cards?

Yes we do! These come in a variety of denominations so you can customize the amount. For more information, visit the Gift Cards page.

DELIVERY TIMES

How long will it take to deliver my order?

Rustans.com aims to dispatch your order within 24 hours of receiving it, or sooner if we can.

Delivery times depend on your business or residential location. Areas served directly with post code, are 1-2 days transit time. Other areas are 2-5 days transit time.

For in-depth delivery information, see our Shipping Options & Policies page.

TRACKING YOUR ORDER

Where is my order and how can I track it?

When you order, you'll receive an Order Confirmation Email from us. When your order dispatches and is on its way, you'll receive a Dispatch Notification with a tracking number.

To track your order, visit our Tracking page and enter the tracking number given on the notification.

Please allow 24 hours for your order to dispatch, and 1-2 days delivery time if you are in a Metro area. Please allow 2-5 days delivery time for other areas.

ORDER NOT RECEIVED

I'm waiting for my order, I don't think it was received, can you help?

If you believe your order or item was not received, please Contact Us right away. Our team will look up your order, and try to trace it with our warehouse and delivery systems.

If there is a problem with the delivery, the address or the transit of your order - we will update you on what we have found. This may include clarifying an address, or providing further tracking information to assist your ability to monitor its arrival.

If we believe it could be lost in transit, our team may be able to re-dispatch your order.

If the order was actually delivered but you cannot locate it, we will be able to send you a POD, or Proof of Delivery, showing the signature of the person who accepted the parcel at your home or business address.

If it was received and has a POD but you still cannot find the order or suspect it was stolen, we recommend lodging a report with your local Barangay or Apartment concierge and filing a police report.

EXCHANGES & RETURNS

What is Rustans.com's exchange and returns policy?

We have a 15-day Exchange & Return Policy, please see our full policy details, including details on valid returns, items which cannot be returned and methods for return and exchange.

FAULTY ITEMS OR WARRANTY REQUESTS

I think I have a faulty item, how do I arrange a Warranty Exchange or Return?

Sometimes things don’t go to plan. We want you to have a happy experience.

If you've received your Rustans.com order and believe the item may be faulty or have a manufacturers defect, please see our Warranties page for instructions on what to do.

If you've had your product for a while and noticed a malfunction, please seek the warranty information that comes with the product and read our information about how to seek assistance for claimable items Warranties. If the product is within its warranty period and is not malfunctioning due to normal wear and tear, abuse or misuse, many manufacturers will offer a repair or replacement.

HOW TO CONTACT US

Contact details for stores and rustans.com are available at our Contact Us page. We endeavour to get back to you within the day.

You can also use the chat box Mon-Fri 9am - 7pm for assistance. The chat box will show at the bottom right of the screen when our team is online.

Facebook Messenger is also available when visiting RustansPH on Facebook.

PAYMENT METHODS

What payment methods do you accept?

We accept Visa, MasterCard, JCB, PayMaya and PayPal.

When using PayMaya, select the PayMaya option shown and follow the prompts to enter payment details for PayMaya, Visa, MasterCard or JCB.

When using Paypal, select the PayPal option shown and login to your PayPal account balance to pay or use PayPal Guest Checkout to enter details for MasterCard or Visa.

Stay tuned for more convenient payment options in the future.

SECURE PAYMENT

How do I know if my credit card details are safe with you?

At Rustan's we take data privacy and security seriously. Just as when you shop with us in-store, your credit card data is processed using secure, encrypted technology.

In addition, Rustans.com is PCI Level 1 Compliant in accordance with worldwide standards for security. You may also read our Data Privacy policy.

CASH ON DELIVERY (COD)

Do you offer Cash on Delivery?

At present, we do not offer Cash on Delivery.

However, we do offer payments using PayMaya, PayPal, Visa, MasterCard, and JCB. We also offer 15-day Returns and Exchanges.

Stay tuned for more payment options in the near future.

HOW DO I ORDER?

 

  1. Using your phone, tablet, or a desktop/laptop computer, visit our site at rustans.com

  2. Using the home page content or the top-navigation bars of the site, select a category you wish to browse

  3. Then select a product you would like to purchase and read about its features

  4. Choose the Add to Shopping Bag button

  5. You will now see the item in the Shopping Bag page. You can continue shopping or you can increase items in the shopping bag and press the 'Update Shopping Bag' button

  6. To Checkout and pay, select Checkout button

  7. You will be taken to the First Checkout Screen to enter your Customer details and shipping address for the order. Be sure to double check the delivery address, and the email and mobile phone number for your delivery.

    We highly recommend using a business address for delivery if you are not expected to be home for the parcel when it arrives. If you have family or staff at home to receive, a home address may be suitable. On this page, you can also Login or create an account so you can keep track of your Rustans.com orders and arrange returns easily online. Once you've completed this screen, select Continue to Shipping Options.

  8. On the Shipping Options Screen, some products may have shipping offers shown on the screen, and others may have shipping rates shown. Choose an option and continue.

  9. The Payment Screen select PayMaya, Visa, MasterCard or JCB, or PayPal option. Make sure your card is with you as you will need to enter the security details and the matching billing address as an extra security step to protect you. Then follow all the prompts and until your payment steps are complete.

  10. You're done! We aim to dispatch within 24 hours or less. Check your email and phone for our confirmations. You'll receive an Official Order Receipt by email and you'll be notified with delivery tracking information when your parcel is dispatched.

CHANGING AN ORDER

I made an error at checkout, can I change my order?

If your order has not yet dispatched, we may be able to help change your order. Contact us as soon as you notice your error and let us know what you would like to change.

We can only change items in your order of the same value - for example, the item is the same but you meant to select a small instead.

If we are unable to change the item but it has not dispatched, we may cancel the order so you can make the correct selection again.

If we are unable to change the item but it has dispatched, we are unable to amend the order. You may follow our easy Exchanges & Returns instructions to change the item.

RUSTANS.COM GIFT CARDS

I've run out of time to order a special gift, do you sell Rustans.com Electronic Gift Cards?

We will soon introduce online Gift Cards. These come in a variety of denominations so you can customize the amount of your gift. For more information, visit the Gift Cards page.

DELIVERY TIMES

How long will it take to deliver my order?

Rustans.com aims to dispatch your order within 24 hours of receiving it, or sooner if we can. If you have ordered Fine Jewelry, please allow 1-3 days for dispatch.

Transport times depend on your business or residential location. Areas served directly with a post code, are 1-2 days transit time. Other areas are 2-5 days transit time on average.

For in-depth delivery information, see our Shipping Options & Policies page.

TRACKING YOUR ORDER

Where is my order and how can I track it?

When you order, you'll receive an Order Confirmation Email from us. When your order dispatches and is on its way, you'll receive a Dispatch Notification with a tracking number.

To track your order, visit our Tracking page and enter the tracking number given on the notification.

Please allow 24 hours for your order to dispatch, and 1-2 days delivery time if you are in a Metro area. Please allow 2-5 days delivery time for other areas.

ORDER NOT RECEIVED

I'm waiting for my order, I don't think it was received, can you help?

If you believe your order or item was not received, please Contact Us right away. Our team will look up your order, and try to trace it with our warehouse and delivery systems.

If there is a problem with the delivery, the address or the transit of your order - we will update you on what we have found. This may include clarifying an address, or providing further tracking information to assist your ability to monitor its arrival.

If we believe it could be lost in transit, our team may be able to re-dispatch your order.

If the order was actually delivered but you cannot locate it, we will be able to send you a POD, or Proof of Delivery, showing the signature of the person who accepted the parcel at your home or business address.

If it was received and has a POD but you still cannot find the order or suspect it was stolen, we recommend lodging a report with your local Barangay or Apartment concierge and filing a police report.

EXCHANGES & RETURNS

What is Rustans.com's exchange and returns policy?

We have a 15-day Exchange & Return Policy, please see our full policy details, including information on valid returns, items which cannot be returned and easy ways to return and exchange.

FAULTY ITEMS OR WARRANTY REQUESTS

I think I have a faulty item, how do I arrange a Warranty Exchange or Return?

Sometimes things don’t go to plan. We want you to have a happy experience.

If you've received your Rustans.com order and believe the item may be faulty or have a manufacturers defect, please see our Warranties page for instructions on what to do.

If you've had your product for a while and noticed a malfunction, please seek the warranty information that comes with the product and read our information about how to seek assistance for claimable items Warranties. If the product is within its warranty period and is not malfunctioning due to normal wear and tear, abuse or misuse, many manufacturers will offer a repair or replacement.

In-Store Shopping & Services

In-Store Shopping & Services

STORE LOCATIONS

Where is Rustan’s located? What are your store hours?

We are located in Metro Manila in Makati, Mandaluyong, Alabang and Cubao. And we are in Cebu. Visit our Store Finder for the full address, map, phone and hours of each main store and our boutiques.

GIFT CERTIFICATES

Where can I purchase Rustan’s Gift Certificates?

Rustan’s Gift Certificates can be purchased at any Rustan’s Department Store in denominations of PHP500, PHP1,000 and PHP5,000. For the full information on Rustan's store Gift Certificates and where they can be redeemed, please see our Gift Certificates page.

IN-STORE PAYMENT INSTALMENTS

Does Rustan's offer instalments or deferred payment plans for credit card holders?

Yes, we offer instalment and deferred payment plans at our main Rustan’s Department Stores. Our 0% instalment terms at physical Rustan’s Department Stores apply as follows below.

Banks accepted: AMEXCO, BPI, CITIBANK, DINERS/SB, EASTWEST, EQUICOM, HSBC, METROBANK, RCBC, UNIONBANK, PNB.

Please note: The minimum purchase amount listed may change for ongoing bank and brand promotional offers.

New Column New Column New Column

Instalment Period

Minimum Purchase

Available for

3 months

P3,000

All departments 

6 months

P10,000

Fine Jewelry, Home Luxury

9 months

P15,000

Fine Jewelry

9 months

P20,000

Home Luxury

9 months

P40,000

Womens Luxury

12 months

P20,000

Fine Jewelry

12 months

P30,000

Home Luxury

12 months

P60,000

Womens Luxury

RUSTAN'S DISCOUNT CARD

I have an old Rustan's Discount Card, can I renew it?

Our Discount Card program ceased some years in the past and is no longer open for new applications. To check whether you card can be renewed, please visit Customer Service at your nearest Rustan's Department Store.

FREQUENT SHOPPERS PLUS (FSP) LOYALTY PROGRAM 

Does Rustan's have a loyalty card program? How can I sign up?

Yes, Rustan's has one of the Philippines' longest running loyalty program, called Rustan’s Frequent Shoppers Plus (FSP).

There are two (2) ways to sign up for this program:

  1. Download the Rustan’s FSP mobile app and sign up as a new member for free. Find out more here

  2. Visit any Rustan’s Department Store Customer Service counter and fill out a digital application form. A fee of P100 applies and includes an FSP card.

BEAUTY ADDICT LOYALTY PROGRAM

I love beauty products, do you have a loyalty program for me?

Yes we do! Visit our Beauty Addict page for more information on how to join and how earning and redemptions work.

RENEWING FSP MEMBERSHIP

How can I renew my FSP membership or retrieve my FSP membership details and PIN?

Yes. Visit our store customer service counter at any Rustan's Department Store and ask our staff to assist you with the FSP card renewal process and help you retrieve your FSP membership details.

You may also email: Fspfeedback(at)rustans.com.ph

CAREER OPPORTUNITIES

I would like to work for Rustan’s, how can I apply?

Find out more about current opening and careers at Rustan's at our Careers section.

GENERAL INQUIRIES

Where can I send my inquiries for Rustan’s Department Store?

Visit our Contact Us page details, or use the Chat window on our site to ask a question. We're online to help between 9am - 7pm. You can also call a store directly during opening hours.

For Rustan’s Supermarket inquiries and concerns, visit:

Please visit https://rustansfresh.com/contact-us

For marketing and partnership proposals:

Kindly send your proposal via our Contact Us page.

CONNECTING WITH US

Is Rustan's on social media?

Yes, we are! Connect with us on the below social media accounts:

Facebook:https://www.facebook.com/rustansph

Instagram: https://www.instagram.com/rustansph/

Twitter:https://twitter.com/rustansph

Pinterest:https://www.pinterest.ph/rustans1952/

YouTube:https://www.youtube.com//rustansph