FAQs

1. How to place an order?

1. 1. Search for the item you wish to buy.
   2. Tap “Add to Bag”.
   3. Once done, click the shopping cart icon to view items on cart.
   4. Review order details before tapping “Proceed to Checkout”.
   5. Select payment method and pay.
   6. A confirmation will appear once the order has been successfully placed.

2. How can I pay for the item(s) I purchased?

Cinderella accepts the following methods of payment:

1. 1. Bank Deposit
   2. Cash on Delivery
   3. Credit Card

We are working on adding more online payment options for your convenience.

3. How will I know that the order was placed successfully?

An email confirming the purchase shall be sent to the email address specified by the customer in the Cinderella form.

4. How many days will the delivery take?

Orders will be delivered within seven (7) days from the date of purchase. Items can be delivered within Metro Manila only.

5. How much is the delivery/ shipping fee?

We currently offer FREE shipping within Metro Manila, with no minimum purchase required.

6. Can I make changes to my order?

Once the check out process has been completed, changes to the order in terms of item/ size/ color/ quantity can no longer be made.

7. Can I cancel an order?

Yes. Orders may be cancelled within 48 hours from the time of purchase with no cancellation charges. Beyond this, you can no longer cancel your order and withdraw the payment made.

8. Damaged/ Incorrect item(s) received

You can send us a message via Messenger @mycinderella.ph or fill up our Website Contact Us Form together with the following details:

Photo of the item with its tag
Order number
Date purchased

9. What is your return/ exchange policy?

Customer has the option to return the defective/ damaged purchased merchandise within seven (7) days on the following conditions: merchandise is in its original packaging, and merchandise is unworn and/or unused.

Customer may send the returned merchandise to his/her preferred store, original receipt must be included. Once the returned merchandise is approved, we will issue a credit voucher via email. Voucher can only be used one time.

Click this button to choose a store near you.

10. How can I process a return/ exchange if I lost my receipt?

You can send us a message via Messenger @mycinderella.ph or fill up our Website Contact Us Form together with the following details:

Name and mobile number
Order number
Item(s) to be returned
Reason for return
Preferred branch and date

A receipt notification will be sent to you via email/ SMS.