FAQ

About Placing Orders

My order didn’t go through. Why did I get charged?
Even if your order/payment doesn’t go through, your bank may place a preemptive “hold” on funds equal to the amount of your order. This is a check financial institutions make to ensure the account could cover the charge. Your bank will “hold” these funds temporarily to prepare for a transaction, and the amount will be listed as pending, authorized, or on hold. In these circumstances, you have NOT been charged.

If you do not see “pending” or “authorized” and are concerned that you have been charged for an incomplete transaction, please contact your financial institution. Unfortunately, we have no control over how card issuers process pending/failed transactions. If you require any supporting information for a direct inquiry to your card issuer or bank, please contact us.
I placed an order, but I haven't received an automated reply.
If you do not get an email from us within 5 minutes after order, you may have entered an incorrect email address or not completed your order. Please contact us via the contact us.
Why can't I order over ₱34,999.00?
In order to curb reselling and prevent bulk purchasing, we have a total daily order limit of ₱34,999.00. If your total cart amount is more than ₱34,999.00, you will see a pop up and will be prevented from moving to checkout. We appreciate your compliance in helping to discourage unauthorized reselling!
What are the order limits?
Order limits are listed on each product and are dependent on inventory levels and item popularity. Customers are allowed to order the maximum limit every 30 days. Order limits are subject to change without notice.
I need to return my products.
Please see our Returns and Exchanges Policy. All sales are final.
If delivered item(s) are different from what you ordered, or are broken or defective, please inquire within 3 days of order arrival using the contact form with a brief description of your issue. Please include your order number, images, and any pertinent information. Please allow up to 5 business days for response.

※Refunds will only be issued if items are incorrect, damaged, or defective.
Duplicate figures are not eligible for exchange or refund.
※Please note that under certain circumstances, products cannot be returned or replaced.
※To be eligible, you must contact within 3 days of receiving your order. Requests outside of this time period will not qualify.
※Damages from normal use, wear and tear, sun damage, etc., are not covered.
Please note that due to hand worked elements during the manufacturing process, variations between Sonny Angel figures (i.e. paint, color, lines, etc.) is normal and not considered defective.
※Damages to the box or bag are not covered.
You are responsible for shipping costs if agreed upon products are returned at your request. However, if an item exchange occurs due to defective product or incorrect delivery, we will cover the shipping cost.
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Payments

How can I change my payment method?
We are unable to change the payment method after your order has been placed.
Why did my credit card transaction fail?
We employ a number of "fraud prevention" checks in credit card processing. If your transaction fails, you should receive some indication as to the reason. If you do not understand why the transaction failed, please contact your credit card company directly to inquire about the reason for the payment failure.
When will I receive a refund for orders cancelled after check out?
Most refund transactions are processed within 7-10 business days. For card transactions, timing of refunds depends on your credit card company's closing date and billing date. For e-wallet transactions, it depends on the processing time of your preferred e-wallet provider. For more information, we recommend you contact your provider directly.
What is 3D Secure?
3D Secure is a credit card screening process which benefits all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, 3d Secure reduces the likelihood of fraudulent usage of Visa, MasterCard and JCB credit cards and improves overall transaction performance.

※ Please contact your financial institution for more detailed information.

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Shipping and Delivery

How much is the shipping fee?
Shipping is free for Philippines orders of ₱1999.00 or more. For orders under ₱1999.00, we charge ₱180.00 for shipping.
We DO NOT ship to resellers, warehouses, transshipping agencies, or freight forwarders.
Shipping charges are non-refundable.
When will my order be shipped?
Processing times can depend on how many orders are received. Expect your orders to be dispatched within 3-5 business days. High traffic periods (such as new releases or holidays) have a 5-7 business days dispatch time and may take up to 10 business days. All orders are processed in the order they are received. Thank you for your patience.
Do you deliver to hotels?
We can deliver to hotels.
Please place an order at least two weeks in advance of your stay.
When you place an order, please enter your check-in and check-out dates and reservation name in the Address 2 field of the checkout screen (apartment/suite field).
What should I do if I haven't received my package?
Please contact the shipping company directly with the tracking number provided in the "Shipping Confirmation Email".
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