Here are some of your Frequently Asked Questions! If you do not see the answer you are looking for here, please email us at email@example.com or message us on Facebook. We will get back to your query within 2 working days!
Frequently Asked Questions
How do I order online?
Go to rags2riches.ph, browse through our items, and click on the photos of the items you would like to purchase.
- Click "Add to Cart".
- Not yet done? Got your eye on another item? Go back to the home menu, or use the search bar to add more items to your cart.
- When you are ready to complete your order, click "Checkout".
- Fill in fields with your contact and shipping information.
- Choose your payment option (PayPal, BPI bank deposit or Cash on Delivery).
- Click "Complete my purchase".
- Wait for an email containing your sales invoice and/or payment instructions. (Please see order processing at the bottom of this page for important timeline details.)
Do I need to set up an account to be able to place an order?
Not necessarily, but you know what's the best thing about signing up for an account? The next time you order will be absolutely STRESS-FREE! No more typing in your full address and details every time you shop. Setting up an account is easy and takes 5 seconds––promise, you won't regret it.
Does R2R accept international orders?
Absolutely! We love welcoming new R2R global advocates! We ship worldwide via FedEx. Please see the Shipping section of this FAQ page for more details.
Do you have a physical store?
Yes, we do! We currently have 2 physical stores and 1 showroom. Know more about the details on our Store Locator page.
May I order here but pick it up in one of your stores?
All online transactions must be paid through PayPal, bank deposit or transfer, or Cash on Delivery, and MUST BE shipped (not picked up from any of our other outlets). If you want to buy through any of our stores, we would love to have you visit!
What payment methods do you accept?
For local orders, we accept payments via PayPal, BPI bank deposit, and Cash on Delivery.
For international orders, we currently only accept payment via PayPal. We're working on having more payment options.
FOR BPI BANK DEPOSIT: The account details and payment instructions will be provided on your sales invoice. we will only reserve your item for you for two (2) working days. If you are not able to deposit and e-mail us the confirmation by then, your order is automatically canceled.
FOR CASH ON DELIVERY: This option is only available in the following areas in the Philippines: Metro Manila, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, Cebu Island, Mactan Island, Davao del Norte, Davao del Sur, and Misamis Oriental.
LOCAL SHIPPING (within the Philippines)
Our Philippine shipping costs are standardized by weight and region. Upon checkout, your shipping costs will be computed for you depending on the weight of your order, and your delivery address.
For orders within Metro Manila, please expect your packages within 2-5 business days. For orders outside of Metro Manila, allow 5-7 business days.
We ship worldwide via FedEx. Please allow 5-10 working days for international orders to be delivered. Shipping fee will be computed upon checkout.
Product prices displayed are exclusive of duties and taxes. We currently ship all items Delivery Duty Unpaid (DDU) which means we cover the cost of shipping your order BUT all additional taxes, import fees and surcharges levied by destination countries are the responsibility of the customer. We are unable to provide an estimate of these charges as it depends on the country's rules and regulations.
ORDER PROCESSING AND OFFICE HOURS
Our team will be happy and excited to accommodate orders and answer e-mails from Monday to Friday, 9 AM to 5 PM (Philippine time).
Our shipping days are every Monday, Wednesday, and Friday morning. By consolidating our shipments and courier trips, we support more efficient use of energy (both fuel and human!) and reduce our carbon impact through these baby steps. In R2R, we are always looking for ways––big and small––to operate a greener business!
For orders placed later than Friday, 12 NN, please expect that your orders will only be processed the following Monday. This is due to a) the cut-off time of our local courier and b) our office hours (weekdays only).
If you live in the Philippines and simply MUST have the bag ASAP, then you may visit any of our local stores. See you there!
RETURNS OR EXCHANGES
IMPORTANT: We only accept returns/exchanges within 15 days of shipment, and only if the product is unused, undamaged, and comes in its original packaging.
HOW TO RETURN/EXCHANGE YOUR ITEM: E-mail us at firstname.lastname@example.org regarding your concern, and we will send you the instructions. Please note that additional shipping fees (back to us, and then back over to you) will be handled by the customer.
As long as the product is in its original condition, we will give a full refund in the form of store credits.
If you are exchanging for a higher priced item, you will need to pay for the price difference. If you are exchanging for a lower priced item, we will refund the price difference in the form of store credits.
COLORS AND MATERIALS
Because we know that you love the occasional fun colors, we try our best to source the most unique and vibrant colors of fabric and materials we can find. It takes a bit of time because these are, well, unique. Once we get them, there is a possibility that we may not get them again. It is a bitter-sweet if you ask us. But we are natural optimists so we prefer to see the glass half full. Because the colors are unique, the lucky advocates who get to buy them may be the only ones on this whole planet to have them! See? Always look at the bright side.
If you can’t sleep because you really love a color and it is already out-of-stock, drop us a note. We will try our best to dive into piles of forgotten fabric (since we use upcycled and overstock fabric) to get the best possible match. Who knows? We could get something even better!
Since our materials are overstock and upcycled fabric or sourced from various communities from all over the Philippines, there will be some differences from product to product. Even if this is the case, each piece is made carefully, with intention, and with love!
We take great care in making sure our products are of the highest quality possible. If and when we miss something, we would love to hear from you and we will make it right.
All R2R products are given a one (1) year warranty from date of purchase that covers:
(a) cleaning or removal of stains incurred during our production process
(b) mending of knots that have re-appeared or unraveled after use
(c) reattachment of loose and small parts, and
(d) replacement of defective hardware(s).
Please note that for advocates who live outside of Metro Manila, additional shipping fees (back to us, and then back over to you) will not be shouldered by R2R.
We will only be sending you our fun emails if you want to and if you sign up for them! No spam, no selling of your information to others, and no stalking. That’s a promise.
All of our pieces are made with utmost love and care. But they don’t go through machines, they go through artisanal hands, so there will be some charming imperfections here and there. These pieces are also made of upcycled scrap fabric and other indigenous materials. We want to keep this going to have the lowest possible new resources (and energy!) used, and the highest possible positive impact.
ABOUT OUR PRICING AND SHIPPING
You can see our products all over the world, spreading happiness to everyone! For the advocates nearest us (Philippines), the journey of the products will be a short one so lower transport cost and documentation costs. The prices in our local stores reflect that. So yes, the most affordable place to buy our products is Manila, Philippines. In case you are based somewhere else in the world, head over to our lovely country! You’ll get to travel to different beaches and islands, and shop R2R!
For advocates far from us (but still close to our hearts!), the journey will be a longer one. But don’t worry, we found ways for these R2R pieces to still get to you! Our online store ships internationally and we also have amazing stockists from all over the world (see the list here)! We in R2R, love our stockists who make it possible for us to spread the love to the world. We take into consideration the heart, sweat, and resources that they give to get your favorite things to you. So in pricing our products for international-based clients, we make sure that we collaborate and cooperate, not compete with our stockists (this means that our international online store pricing will be more or less a good match with your favorite store in your area/country).
And there is another thing we share with our stockists: our love for YOU, our customers and advocates! So we make sure that as we cover shipping, documentation, warehousing, (and much more, but we don’t want to bore you with the details) and all the steps and costs to get the items to you, they are still well-priced, fair, and country-appropriate!