Terms of Service and Store Policy

Shipping

No Rush Orders. No Pick Ups.

Please anticipate delays in your orders.

Expect longer order processing times as we follow strict protocols on social distancing, skeletal workforce and disinfection measures in our warehouse.

Partner Couriers: WWWExpress and XPost

 

Post-ECQ delivery lead times:

  • Metro Manila and Luzon Areas: 3-12 Business Days (except Saturdays, Sundays and Holidays)
  • Visayas and Mindanao Areas:10-15 Business Days (except Saturdays, Sundays and Holidays)

These lead times include buffers for potential delays the courier may encounter. Please note that these delays are out of our control. Potential delays may also happen if the area/hub is closed due to reported COVID-19 cases.

Once the order has been shipped out of Milk & Honey PH warehouse, Tracking Details will be sent to the customer via email.

Tracking details can also be found by logging onto your account.

Customers are primarily responsible for tracking and coordinating directly with the courier using the tracking information provided.

It is very important that once tracking details are sent, customer must track his order on the courier's website and to keep phone lines open. Customer may receive a One Time Pin (OTP), an SMS or a Call from the courier/rider prior to delivery.

If customer inputs a wrong/incomplete mobile number, customer will not receive the One Time Pin (OTP) / SMS / Call or any form of communication from the courier or rider. This will result to a failed delivery.

If customer fails to respond to the courier's communication, does not track shipment status on the courier’s website or if customer does not coordinate with the courier, this may potentially result to a failed delivery.

If customer inputs a wrong/incomplete address, this will result to a failed delivery.

If for whatever reason the customer is not available during the date of delivery this may result to a failed delivery.

If the parcel is returned to Milk & Honey due to the reasons mentioned above and customer did not track and/or did not coordinate with the courier, customer will shoulder fees for return and reshipping.

If both parties agree to a refund instead of a reshipping, refund will be the amount reflected in the order less return and  shipping fees.

If the customer did not track or coordinate with the courier and the parcel is lost/misdelivered, the customer will be primarily responsible for settling the matter with the courier.

Customer is responsible for coordinating DIRECTLY with the courier for any special delivery instructions such as time of delivery, exact locations, etc. Customer should also coordinate directly with courier for follow ups and other delivery-related issues.

VERY IMPORTANT: Please input correct shipping information, track your orders on the courier's website, keep contact number / phone lines open and coordinate directly with the courier via the following points of contact:

XPOST (An LBC-affiliated company) - http://www.xpost.ph/track (alpha numeric tracking number)

WWWExpress (an affiliate of DHL) - www.wwwexpress.com.ph (9-digit tracking number)

Once order has been shipped, CHANGE OF DELIVERY ADDRESS AND/OR MOBILE NUMBER ARE NOT POSSIBLE. Any change of address will incur retrieval and reshipping fees that will be shouldered by the customer.

Should customer need assistance on their shipments, please email us at customerservice@milkandhoney.ph and attach the ff:

- Screengrab of tracking
- Screengrab your attempts to contact the  courier
- Indicate your order reference in your email

If your area has become unserviceable due to Covid-19 related reasons, we will hold shipment until area becomes serviceable again.

Cancellation or refund of paid and or shipped orders due to area/hub closure is not allowed.

If client prefers a different courier, client must book, pay and coordinate directly with their chosen courier.

If an order is found to have an incorrectly entered Province i.e. a provincial address but had Metro Manila entered or vice versa, then the order will be put on hold and we will require the customer to pay the correct shipping amount. If the proper payment is not received after 5 days, then the order will be canceled and a voucher will be issued. Refunds due to this reason will be charged 10% transaction fee based on the total amount of the order.

Back-Up Couriers: Grab Express, Lalamove, Transportify

The Logistics Department has the discretion to ship orders via a back up  courier/ transportation service  if the alternative is deemed faster.  There will be no refunds or additional fees if the decision was initiated/ made solely by the Logistics Department.

 

We aim to deliver within the time period indicated upon checkout. However, due to unforeseen circumstances, we cannot guarantee that all orders will be delivered within the time period specified.

We shall not be held liable for any losses, costs, damages, and other charges as a result of late delivery.

If  for whatever reason, you are not present upon delivery:

1. Prepare the ff documents to the person you have authorized to receive the parcel in your behalf:

  • Valid ID of consignee
  • Valid ID of  authorized recipient
  • Signed authorization letter

2. One Time Pin (OTP)- If the courier sends a One Time Pin (OTP), relay this information to your authorized recipient

3. Ensure that even if you are not in the location, you still respond to the sms/call of the courier or rider.

If your address is a Condo/Building/Office:

Rider may not leave your parcel with the lobby guard or receptionist.

You may have to go down to the lobby or entrance to personally receive parcel or you may relay the OTP (if applicable) to the guard or receptionist.

If upon arrival of the rider, you are not able to answer the call of your reception or guard, this may result to a failed delivery.

if upon arrival of the rider,you are not able to answer the call/sms of the rider this may result to a failed delivery.

It is very important that you track the status on line and monitor the communications of the courier so that you can make yourself available to receive the parcel once the rider arrives.

If the parcel is returned to Milk & Honey due to the reasons mentioned above and the customer did not coordinate/reply immediately to the courier, customer will shoulder fees for return and reshipping.

For delivery addresses in locations such as Villages, Office Buildings and Residential Condominiums, it is very important that customer informs and coordinates with the guards on duty/front desk regarding the delivery of your orders.

 

Request for Changes In A Paid and/or Processed Order.


Once the customer has completed the check out process and the payment has been successfully made, the order is considered final.

The order will be fulfilled as indicated and will be delivered to the entered Shipping Address.

If order is paid but still unshipped, we can not guarantee that we can accommodate that any  request made via EMAIL, Facebook, IG to change items or address.  Orders processed at Milk & Honey are automated. Processing and Transmittal to warehouse are immediate.

If and when request to change item/address is accommodated, the order will be cancelled and a voucher will be issued. Customer will have to process a new order in the system.

If the order has already been shipped, no changes can be made in the items ordered.

Once order has been shipped, CHANGE OF DELIVERY ADDRESS AND/OR MOBILE NUMBER ARE NOT POSSIBLE. Any change of address will incur retrieval and reshipping fees that will be shouldered by the customer.

The courier will coordinate via the mobile number the client inputs in the order. If client made a mistake in inputting the mobile number, client will not receive the PIN, the message or the call of the courier when rider is in the vicinity. If failure to deliver happens because of such, client will should all fees related to retrieval and redelivery.

Vouchers issued only apply on the total cost of items purchased but does not apply to shipping fee.

PLEASE REVIEW YOUR ORDER AND OTHER PERTINENT INFORMATION BEFORE CHECKING OUT AND PROCEEDING TO PAYMENT.

Cancellation

You have a 2-hour window from the time the order is placed to cancel an order. To cancel an order send an email to customerservice@milkandhoney.ph and our Instagram account. After 2 hours, orders can no longer be cancelled.

Once order has been shipped, it can not be cancelled.

All cancellation refunds will be charged 10% transaction fee based on the total amount of the order.

Cancellation refunds can be in the form of either:

  • Voucher- will be issued within 48 hours upon approval
  • Credit Card / Paypal: will be credited within 15 - 30 banking days.

Fees (UPDATED: August 1, 2020)

Shipping Base Rate starts at:

METRO MANILA: P135.00

OUTSIDE METRO MANILA: P199.00.

* Shipping Cost may apply on certain items.

* Total Shipping Fee is calculated as Base Rate + Shipping Cost per item

  • TIER 0: P0.00/unit
  • TIER 1: P10.00 - P49.00 per unit
  • TIER 2: P50.00 - P99.00 per unit
  • TIER 3: P100.00 - P199.00 per unit
  • TIER 4: P200.00 - P399.00 per unit
  • TIER 5: P400.00 - P800.00 per unit

 

Total Shipping Fee is per Order Reference. Orders cannot be merged into 1 shipping fee.

Shipping Rates are only applicable on the partner couriers of Milk & Honey Online Store Philippines

 

Sale Items

All Sale Items sold are considered final and cannot be returned or exchanged for a different item/s unless proven to be defective

 

Credit Card Payments

All Credit Card transactions are processed using PayPal. No information is stored in our servers. This assures that your credit card details remain secure.

We only accept Philippine-issued credit cards. If you are abroad and wish to use your credit card issued abroad as payment method, kindly send us an email at customerservice@milkandhoney.ph

 

 

Refund and Returns Policy

All sales are considered final and non-returnable unless otherwise damaged or proven to be defective when delivered.

In accordance with DTI, Customer can’t return an item due to Change of Mind or if the customer made a mistake and wishes to change color, size or if the customer ordered/has multiple units of that particular item.

In alignment with our suppliers and third party service providers, you have 24 hrs from the time package is delivered to raise if there is a damaged item or if the order is incomplete. The basis of the 24 hours is the record of the courier or third party service provider.

Please note that each package that leaves the Milk & Honey warehouse has a picture reference before it is packed and shipped out.

Please open your parcel immediately upon receiving it.

Please check that the items you received are correct as per the delivery invoice before opening the packaging. DO NOT open the packaging without checking the invoice first. If item is sealed and you opened it before checking the delivery invoice, you can no longer return it.

In the event that a defective, incomplete, incorrect or damaged item was delivered, contact our Customer Service via email at customerservice@milkandhoney.ph within 24 hours upon the delivery of the parcel. We will then cross-check with our internal records.

Beyond 24 hours we will be unable to file for claims with the third party providers.

  • Sealed items that have been unsealed or opened by the customer cannot be returned
  • For hygienic reasons, all breast pumps, food, skin care,  underwear, cloth diapers, disposable diapers, swimwear, bottles, nipples, pacifiers, food items, breast pumps and accessories are not allowed for exchange or return unless proven to be defective within the period specified above.
  • Defective or damaged items must be shipped to Milk & Honey Warehouse within 7 business days upon receipt of the items
  • Customer is responsible for items until the arrival at our warehouse. This includes cost of shipping the item to the Milk & Honey Warehouse.
  • Please ensure that the packaging of the items is secure to avoid further damage. We advice the use of dependable couriers that provide tracking services and details.
  • Items should be returned in the original packaging, complete with labels and tags still attached; otherwise, the return will not be accepted.
  • All returns are subject to investigation and quality assessment. Items that do not pass our quality check will be returned to the customer.

If the return of a damaged item is approved, the customer will receive a voucher or a refund net of shipping costs, applicable bank charges and processing fees. Voucher details / refund computation shall be sent to customer via email. In the event that a voucher is issued, this may be redeemed on the next purchase. The voucher is valid for 30 days from the date of issuance. Vouchers apply on the total cost of items purchased but does not apply to shipping fee. In the event of a refund, this can only be credited either via PayPal (for credit card payments) or via bank deposit to either a Metrobank (MBT), Banco de Oro Universal Bank (BDO) or Bank of the Philippine Islands (BPI) account.

For items that are to be replaced, replacements are processed within the period of 7-30 working days. Items damaged during shipping will be filed for insurance claims with the courier and will take 30 days. Customer is responsible for items until the arrival at our warehouse. This includes cost of shipping the item to the Milk & Honey Warehouse. Please ensure that the packaging of the items is secure to avoid further damage. We advice the use of dependable couriers that provide tracking services and details.

If the product was not defective during arrival but encountered issues during the period of warranty, customer will send it back to the Milk & Honey office. Customer will shoulder shipping fee of item/s that was/were proven NOT defective upon delivery.

In the event that an order was not delivered due to the failure of the customer to provide complete and accurate delivery address and contact details, and the failure of the customer to coordinate with the assigned courier as stipulated in the Shipping Policy, the customer will receive a voucher or a refund net of shipping costs, applicable bank charges and processing fees. In the event that a voucher is issued, this may be redeemed on the next purchase. The voucher is valid for 30 days from the date of issuance. In the event of a refund, this can only be credited either via PayPal (for credit card payments) or via bank deposit to either a Metrobank (MBT), Banco de Oro Universal Bank (BDO) or Bank of the Philippine Islands (BPI) account.

Exchange of items is subject to approval of management. A charge of 20% of the amount of item will apply as processing and restocking fees, on top of the shipping and reshipping cost.

Exchanges are processed within the period of 7-30 working days. Customer is responsible for items until the arrival at our warehouse. This includes cost of shipping the item to the Milk & Honey Warehouse. Please ensure that the packaging of the items is secure to avoid further damage. Products should be returned in its original and saleable condition, complete with all packaging, documentation and inclusions if any. We advice the use of dependable couriers that provide tracking services and details.

Vouchers, issued for whatever reason, only apply on the total cost of items purchased but does not apply to shipping fee.

Milk & Honey Operating Hours

Our office, warehouse and customer service departments are open:

Monday- Friday
9:00- 3:00 pm

We are closed on weekends and holidays.

Orders are processed only during office hours.

No processing and courier pick up during weekends and holidays.