HOW DO I PLACE AN ORDER?
Simply add the items you would like to purchase to your cart and proceed to checkout.
Complete your contact and delivery information, choose your preferred payment method, review your order, and submit it.
Once your order has been successfully placed, you will receive an order confirmation.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept secure online payments through PayMongo, including:
- GCash
- Maya
- Credit and debit cards
- Online banking or bank transfer options, when available
Available payment methods are displayed at checkout and may vary depending on PayMongo's current payment options.
WHEN WILL MY ORDER BE SHIPPED?
Orders are prepared for shipment after payment has been successfully confirmed.
For standard deliveries, we currently ship via J&T Express. Delivery times may vary depending on your location, courier operations, holidays, weather conditions, and other circumstances beyond our control.
Once your order has been shipped, tracking information will be provided when available.
DO YOU OFFER SAME-DAY DELIVERY?
Yes. Lalamove or GrabExpress may be available for eligible orders and delivery locations.
Availability depends on the item's value, size, type, packaging requirements, delivery location, rider availability, and the courier's current service restrictions.
Please contact us before placing your order if you would like to arrange same-day delivery. We will confirm which delivery option is appropriate for your order.
HOW CAN I TRACK MY ORDER?
Once your order has been handed over to the courier, tracking information will be provided when available.
You can use the tracking details to follow the progress of your delivery directly with the courier.
WHAT IF MY ORDER IS DELAYED OR LOST IN TRANSIT?
If your parcel appears to be significantly delayed or lost in transit, please contact us so we can help check the shipment status and assist with the applicable courier process.
Courier schedules and operations are outside our direct control, but we will provide available shipment information and documentation and assist where appropriate.
WHAT IF I RECEIVE A DAMAGED ITEM?
We take great care in inspecting, preparing, and securely packing every order. We also keep photo documentation of orders during the packing process.
If your parcel arrives visibly damaged, please contact us within 24 hours of delivery and provide clear photos and/or video of:
- the item received
- the item's packaging
- the shipping box or pouch
- the shipping label or waybill
- any visible damage to the parcel
Please keep the item and all original packaging while the concern is being reviewed.
We will compare the condition of the parcel with our packing documentation and, when applicable, assist with the appropriate courier claim process.
Claims involving loss or damage during transit are subject to the applicable courier's own terms, eligibility requirements, documentation, investigation, exclusions, and compensation limits.
WHAT IF I RECEIVE THE WRONG ITEM OR SOMETHING IS MISSING FROM MY ORDER?
If Alyanna's Nook sent the wrong item or something from your order is missing, please contact us within 48 hours of receiving your parcel.
We will verify your order against our packing records and documentation.
If the error is ours, Alyanna's Nook will take responsibility and arrange the appropriate replacement or completion of your order.
CAN I RETURN OR EXCHANGE AN ITEM?
We do not accept returns or exchanges simply due to change of mind or incorrect customer selection.
If Alyanna's Nook made an error with your order, such as sending an incorrect item or leaving an item out of your order, please contact us within 48 hours of receiving your parcel so we can review and correct the issue.
For items damaged during delivery, please report the concern within 24 hours so that we can review our packing documentation and assist with the applicable courier process.
Nothing in this policy is intended to limit any rights or remedies available to customers under applicable Philippine law.
CAN I CANCEL OR CHANGE MY ORDER?
If you need to request a cancellation or change, please contact us as soon as possible.
We will try to accommodate your request if your order has not yet been processed.
Once an order has been processed, packed, booked for delivery, or handed over to the courier, we may no longer be able to cancel or modify it.