Frequently Asked Questions (FAQ)
1) What is zobar.ph?
zobar.ph is an online-only shop. Orders are placed through our website and delivered to your address via courier.
2) Do you have a physical store or allow walk-ins?
No. We operate exclusively online and do not have a physical retail store for walk-in purchases, exchanges, or pickups unless specifically announced.
3) How do I place an order?
Add your chosen items to cart, proceed to checkout, and complete the required delivery and payment details. You will receive an order confirmation via email after checkout.
4) What payment methods do you accept?
Available payment options are shown at checkout. If a payment method is temporarily unavailable, it will not appear during checkout.
5) How long does it take to process my order?
Our items are made-to-order. Please allow 3–7 business days for production and quality checks before dispatch. Processing may take longer during launches, holidays, and peak seasons.
6) How long is delivery?
Delivery estimates start after dispatch from our warehouse:
- Metro Manila & GMA: 2–3 days
- Luzon (outside Metro Manila/GMA): 3–5 days
- Visayas & Mindanao: 7–9 days
Total estimated timeline (production + delivery): approximately 5–16 business days, depending on your location. Timelines are estimates and may be affected by peak seasons, courier delays, weather, or other unforeseen events.
7) How can I track my order?
Once your order is shipped, we will email your tracking details to the email address used at checkout. You can track your package using the provided link or tracking number.
8) Can I change my shipping address after checkout?
No. Please double-check your address before placing your order. We are unable to change the shipping address or shipping method after checkout.
9) What if I receive a damaged parcel, missing item, or wrong item?
We require a continuous unboxing video (no cuts/edits) showing the package being opened from start to finish. Claims for missing items, wrong items, or shipping damage submitted without an unboxing video may not be processed.
10) What is your return/exchange period?
Return or exchange requests must be submitted within 7 days from the date the order is received/delivered, subject to our eligibility rules.
11) What items are eligible for return or exchange?
Returns/exchanges are typically approved for verified defects or incorrect items shipped. Size exchanges may be considered case-by-case, subject to approval and stock availability.
12) What are the conditions for returns/exchanges?
Returned items must be in resale-ready condition: unused, unworn, unwashed, unaltered, with tags attached, complete packaging and inclusions/freebies (if any), and free of stains or odor. We reserve the right to reject items that do not meet these requirements.
13) Who pays for return/exchange shipping?
Buyers shoulder all shipping fees related to returns and exchanges (return shipping and shipping of the replacement item). Shipping fees are non-refundable unless otherwise stated.
14) Do you offer refunds?
No. We do not issue refunds. We also do not accept returns for sale/discounted items and gift cards.
15) How do I request a return or exchange?
Please submit your request through our Returns Center and wait for approval before sending anything back. Items sent without prior approval will not be accepted.
16) I didn’t receive an email confirmation—what should I do?
Please check your spam/junk folder. If you still can’t find it, email us with your full name and order details.
17) How can I contact customer support?
Email us at [email protected].