At Alyanna's Nook, we carefully inspect, document, and securely pack every order before dispatch. We want you to receive the correct items in the condition expected.
This policy explains how we handle order errors, product concerns, returns, exchanges, and refunds. Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Philippine law.
Wrong or Missing Items
If Alyanna's Nook sent you an incorrect item or an item from your order is missing, please contact us within 48 hours of receiving your parcel.
Please provide your order number and clear photos of the items and parcel received.
We will verify the concern against our order and packing documentation. If the error is ours, Alyanna's Nook will take responsibility and arrange the appropriate correction, replacement, or completion of your order.
Defective or Incorrectly Described Items
If you believe an item is defective, materially different from what was ordered, or does not conform to the product description, please contact us as soon as possible after receiving it.
Please provide your order number, a description of the concern, and clear photos or video showing the issue.
We will review the concern and provide the appropriate remedy in accordance with applicable Philippine consumer protection laws.
Items Damaged During Delivery
We carefully inspect and securely pack orders before dispatch and keep photo documentation 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 showing:
- 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 shipment with our packing documentation and, when applicable, assist with the appropriate courier claim process.
Courier claims are subject to the applicable courier's terms, eligibility requirements, documentation requirements, investigation, exclusions, and compensation limits.
Change of Mind or Incorrect Customer Selection
We generally do not accept returns or exchanges solely because of change of mind, personal preference, or an incorrect product, size, character, design, color, or variant selected by the customer, unless otherwise required by applicable law.
Please review product details and your cart carefully before completing checkout.
This does not affect your rights concerning defective, incorrectly described, or incorrectly supplied products under applicable Philippine law.
Return Authorization
Please contact Alyanna's Nook before returning any item.
Do not send an item back without first contacting us and receiving return instructions. The appropriate return procedure and responsibility for return shipping will depend on the reason for the return and the circumstances of the order.
If the return is required because of an error attributable to Alyanna's Nook or another circumstance for which we are legally responsible, we will provide appropriate instructions and handle applicable costs in accordance with Philippine law.
Condition of Returned Items
Where applicable, returned items should include the original product, accessories, parts, manuals, tags, and packaging received with the order, to the extent reasonably possible.
This requirement does not remove any consumer remedy that cannot legally be excluded.
Refunds
Once an approved return or refund request has been reviewed, we will notify you of the resolution.
Approved refunds will generally be issued through the original payment method where practicable, subject to the payment provider's processing procedures and timelines.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer, e-wallet, payment provider, or other financial institution.
Cancellations
If you need to cancel or modify an order, please contact us as soon as possible.
We will try to accommodate the request if the order has not yet been processed.
Once an order has been processed, packed, booked for delivery, or handed over to the courier, cancellation or modification may no longer be possible.
How to Contact Us
For return, refund, damaged parcel, incorrect item, or missing-item concerns, please contact us through the Contact Us page on our website.
Please include your order number and any relevant photos or videos so we can review your concern efficiently.