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How soon should I pick up my order from the Click & Collect location?

Orders via Click and Collect are available for pick-up 4 to 5 days in within NCR, 5 to 7 days for Luzon, and 10 to 15 days for Visayas and Mindanao after you have received your order confirmation. We strive to deliver your order as soon as possible, so please note that this is just the maximum lead time we need to deliver your order. You will be informed via email notification and SMS notification when your orders are ready for pick-up.

How long do I have to pick up my order at preferred store?

Orders are requested to be claimed seven (7) days after receipt of the OTP. Unfortunately, orders that remain unclaimed after the said duration shall be cancelled. When this happens, a notification is sent to your registered mobile number.

I didn't get to pick up my order, now what?

If you were unable to pick up your order, you will get a notification saying that your order will be brought back to our warehouse. When that happens, we will be initiating a refund request for your order so that you can get your money back. Please note that the refund process takes 3 to 4 weeks to complete after the initial request has been submitted. You will get your refund through the banking institution that facilitated your payment or thru online voucher if payment was made thru Bills Payment.

I can't pick up my order, can I ask someone to pick it up for me?

Yes, you may ask an authorized representative to pick up your order. Please draft an authorization letter and give them a copy of your ID that they can bring when they claim your order. Please also ask your authorized representative to bring an ID to prove their identity. Lastly, please ensure that the representative has the OTP (sent to your ShopSM registered mobile number) with him or her upon claiming of order. Again, you only have 7 days to claim the order. Please make necessary arrangements.

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