Frequently Asked Questions (FAQs)

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

We aim to dispatch your order within 24 hours of receiving the order. Your order may be sent to you in multiple deliveries, from separate locations.

Shipping times vary, depending on your location. Visit the Shipping page.

When your order dispatches and is on its way, you'll receive a Dispatch Notification by email with a tracking number. If you have not received your tracking number within 5 days, it may still be being processed. If you do not receive it within 10 days, contact us.

During very busy times, processing time will be longer. Busy times include: End of Season Sales, major online sale events, major brand launches or special offer periods, or Holiday "Ber" months between October and December.

To check the progress of your order, you can login to your rustans.com account to view the order, or you may wish to wait for the email notification with the tracking number and link. We are continuing to work on improving our notification and order update data for customers.

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 you're waiting on a refund or have been issued a refund notice for any product, it may take a few days depending on your bank or credit card issuer.

Our team processes refunds where applicable as quickly as possible. However, banks and payment providers have their own guidelines for processing and releasing the funds at their end. General guidelines for timeframe to clear funds are:

• PayPal - Immediate or within 1-2 days
• PayMaya - Within 5-15 days
• Visa, Mastercard  - Within 5-15 days or up to 30 day depending on your bank
• Instalment purchases - Minimum 10-15 days or up to 30 day depending on your bank eg HSBC, Citibank etc

If you choose an E-Gift Card for Change of Mind or other forms of exchange and return, this can be issued in a short time and used immediately for purchases on rustans.com

We have thousands of items online for your enjoyment, and our team is working constantly to ensure inventory is accurate at the time of sale. From time to time, our order processing team may discover a problem with an item and cannot supply it as hoped.

In cases like this, you will be sent a refund notification and your funds will be returned so that you don't experience any delays in choosing an alternative item. Please note, bank processing times take effect as per refund note above, in Point 2.

What payment methods do you accept?

We accept Visa, MasterCard, JCB, PayMaya and PayPal and instalments from selected banks.

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.

We offer HSBC Instalment options for HSBC cardholders, with options shown at checkout.

Stay tuned for more convenient payment options in the future.

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.

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.

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.

I'm buying a gift, can you gift wrap?

We are delighted to offer Gift Wrapping for rustans.com orders. We offer the choice of blue signature wrapping with a single-bow gold ribbon for your purchase for a nominal fee, or free Rustan's Gift Bags. To retain their shape, our Gift Bags are flat packed with your delivery. Read our in-depth Gift Wrapping information.

How long will it take to deliver my order?

Orders pass through 3 phases: Processing, Dispatch and Delivery.

• Processing is picking, packing and checking. This may take as little as 24 hours, or longer than 1 week if we are experiencing high demand.
• Dispatch means your parcel has been booked for departure, checked and labelled and is ready for delivery. This may take 24 hours.
• Delivery time means transport time via truck, boat, airplane, bike, van or a combination. This is tn transit period and arrival at your address depends on your location.

Areas served directly with a post code, are 2-3 days transit time. Other areas are 5-8 days transit time, especially for provincial areas.

Important Information

We cannot guarantee precise timing of deliveries or processing time of orders before dispatch.

From time to time, our couriers are unable to call or SMS prior to arrival. If you do not have a person available to accept packages on your behalf at home, we recommend opting for your work/business delivery address.

Please allow additional 3 days for dispatch if you have chosen for all or some of your items to be gift wrapped.

Our store accepts orders 24/7 including on public holidays, however our warehouse and transport partners are closed on the usual public holidays during Christmas and New Year. Deliveries for orders placed during the Christmas period will recommence on the next business day.

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

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.

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.

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.

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

Unfortunately, at present we don't sell Rustans.com Gift Cards. For more information, visit the Gift Cards page.

Contact details for stores and rustans.com are available at our Store Finder and Contact Us pages. We endeavor to get back to you within the day.

You may likewise send an email to hello@rustans.com or connect with us via Facebook Messenger when visiting RustansPH on Facebook.

Rustans.com may carry brands which are not available in its physical stores.

These are Online-Only products and brands which are governed by agreements with brands and merchants. Unfortunately, our store teams cannot make these items available to you in-store or via or Personal Shopper On Call program, but you may order them 24/7 right here at rustans.com!

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.

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.

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.

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.

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 Program (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.

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.

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@rustans.com.ph

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.

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 marketing and partnership proposals:

Kindly send your proposal via our Contact Us page.

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