1. Once you’ve found something you like, select the item's size and quantity by tapping on the respective dropdown fields. After making the necessary changes, tap Add To Cart to store the item in your order basket.

2. By clicking on the Review My Cart button in the cart drawer, you will be redirected to your cart page, where you can make any final changes to the items in your order.

3. On the cart page, you will see our address finder popup. Please complete your delivery address by selecting from the respective dropdown menus. This is to avoid your orders being put on hold due to wrong or incomplete shipping information. If you accidentally exit before completing your details, click on "Find your Location" for it to reappear.

4. Click "Use" and tick the box indicating you agree with our site's Terms and Conditions for your order to proceed to checkout.

5. On the checkout page, your shipping details will be automatically filled based on the information you selected in the address finder.
Complete the rest of the Customer Information section by entering your contact number (mobile number). Once done, tap on "Continue to Shipping Method" and review the shipping address (you can still make changes by tapping on Change).

6. Once you "Continue to Payment Method," You will be asked to select from GCash, Credit/Debit Card Payments and COD (Cash-on-Delivery). Tapping the radio button at the left side will mark your choice. For your billing address, you can choose between "Same as Shipping Address" or "Use a Different Billing Address."

7. You will be immediately notified if your payment was successfully made (for GCash and Credit/Debit card payments). Once successful, an order confirmation email will be sent to let you know that you're all set. Don't forget to select the method on which you will get notified about your order(s): email or SMS.

A confirmation e-mail or SMS will be sent for all successful orders. This contains your order number, the order amount, item(s) ordered, your billing and delivery address, including the payment method used and how you will receive order updates.

Receipt of this email means that your order has been confirmed and will be prepared by our team within 1-3 working days. You will receive another e-mail or SMS once your package has been handed over to our shipping partner or is ready for pick-up at your chosen Penshoppe branch.

We cannot include paper bags for online orders shipped to a delivery address but we can provide them for online orders that are checked out with the Store Pick-up option.

After you tap on REVIEW MY CART, you will see the option to send your order as a gift. Sending it as a gift means that a gift receipt will be used instead of a regular sales invoice. A gift receipt shows proof of purchase but leaves out the amount spent. This doesn't mean that your order will be gift-wrapped or come in special packaging. There is also no option to include a special message for the recipient. Orders made through COD (Cash-on-Delivery) cannot be sent as gifts.

Once the checkout process has been completed, changes can no longer be made may it be the item itself, color, size, quantity, or even your shipping address and recipient details. What you can do is cancel your order completely so you can place a new one with the desired changes. You also have the option to accept the order upon delivery or pick up the item at your chosen store and request for a return-exchange instead.

If you need to cancel your order but you no longer have the option to do so, you can send an email to shop@penshoppe.com and our Customer Care Team will get in touch with you. If your order is still in our distribution center, cancellation may still be processed. For prepaid orders that have been successfully cancelled, a refund will be processed within 20-30 banking days based on the payment method used. However, please note that there may still be delays in the processing of refunds depending on the volume of refund requests encountered.

Once you cancel an order, we will be unable to retrieve it. We cannot place an order on your behalf to protect the security of your payment details. Since our stock can sell out quickly, we also cannot guarantee the availability of the items previously ordered.

All unclaimed packages beyond the scheduled pick-up date are considered canceled and will be returned to our stock. You have the option to reorder in our online store, but we can no longer guarantee the availability of the same items, as they sell out quite quickly.

No, there is no option to save your credit or debit card information on your online store profile. Even if you have already used the same card, we do not store your card details to protect the security of your data. If you select Credit/Debit card as your payment option, you will be asked to enter your card details through a payment portal each time you complete an order.

Penshoppe.com accepts the following forms of payment: GCash, Credit/Debit card and COD (Cash-on-Delivery). During the order checkout process, you will be asked to select your preferred payment method.

Please note that purchases above Php 10,000 must be paid using GCash, Credit/Debit card only.

If you select Credit/Debit card, you will be redirected to our payment portal, where you will be asked to enter your card details. Selecting GCash will also redirect you to a different page once you tap the "Complete Order" button. For COD (Cash-on-Delivery) orders, you will be asked to make payment once the courier delivers the order to your shipping address.

Do you need to speak to our shipping partners? Below are the different ways you can reach them.

LBC Support
customercare@lbcexpress.com
(02) 8 858 59 99

J&T
https://www.jtexpress.sg/contact-us
(02) 911 1888

WSI
communicationsupport@wsi.ph
(02) 8533 3888

For feedback on our shipping partners or delivery concerns encountered, you can send us an email at shop@penshoppe.com or fill out our Website Contact Us form.

Once your order has been handed over to our shipping partners, you will receive an email notification along with your order tracking number. To track your order, follow the steps indicated on our shipping partners' websites provided below:

For LBC orders, click https://www.lbcexpress.com/track/ and enter your tracking number in the Track & Trace search field.
For J&T orders, click https://www.jtexpress.ph/index/query/gzquery.html and enter your tracking number in the Track & Trace search field.
For WSI orders, click http://www.worklinkdalivery.com/ and enter your tracking number in the Track & Trace search field.

If your order does not arrive within the delivery timeline provided, you can send us an email at shop@penshoppe.com or fill out our Website Contact Us form.

Our delivery partners will make two (2) attempts to deliver your package. If they miss you on the first attempt, the courier will either send you an SMS or give you a call to inform you of the delivery attempt.

If in case you won't be available for the second delivery attempt (done on the next business day), you have the option to assign an authorized representative who is present at your shipping address to receive the order. Your authorized representative will be asked to sign for the package on your behalf.

After two (2) unsuccessful delivery attempts, the courier will return your package to us, and it will be considered as canceled. For orders paid via GCash, Credit/Debit card, a refund will be processed through our Store Credit Voucher or the same payment method you have selected.

If you have questions or you need help in getting your order delivered, you can send us an email at shop@penshoppe.com or fill out our Website Contact Us form.

Our online store receives orders continuously and you will receive your order based on the following delivery lead times:

Metro Manila: 1 to 3 working days
Luzon: 5-8 working days
Visayas-Mindanao: 5 to 12 working days

In the event that your shipping address is out of your preferred forwarder's delivery zone, our Customer Care Team will reach out to you via email. If you're not available when the package is delivered, a courier may call or send you an SMS to confirm if they can leave your order with any authorized representative who is present at your shipping address. Your authorized representative will be asked to sign for the package on your behalf.

Please expect a delay in receiving your orders during sale events, special holidays, and inclement weather. Rest assured that we are continuously working with our shipping partners to get your orders to you as soon as possible.

If your order is returned to our distribution center, we're sorry to let you know that it is already considered as canceled from our end. This only happens after two (2) unsuccessful delivery attempts. For orders paid via GCash or Credit/Debit card, a refund will be processed through our Store Credit Voucher or the same payment method you selected. If you still want to get the same items, you can definitely create a new order on our online store.

As we believe in making the latest fashion styles accessible to everyone, we assure you that we have wide reach across the Philippines. However, due to geographical and logistical restrictions, there may be some isolated areas we cannot serve. Rest assured we will do our best to reach your location.

If your order is processed but cannot be delivered due to these restrictions, our Customer Care Team will reach out to you via email. You can also email us at shop@penshoppe.com or fill out our Website Contact Us form.

If you want to receive SMS updates for your order, you can select this option after completing the checkout process. Enter the mobile number where you'd like to receive updates and tap on Submit.

Once done, you'll see a confirmation that you'll receive shipping and delivery updates via email and text message.

Pack the item that wish to return along with the sales invoice and proceed to any Penshoppe store nationwide. Click here to see the list of Penshoppe stores (excluding Penshoppe Accessories)
Returns must be made within 30 days from the date of purchase.

-All tags should be attached to the clothes.
-Items must be unused and unwashed.
-Item(s) shall be evaluated to confirm their condition.

Important notes:
a. Undergarments, face masks, swimsuits, jewelry and cosmetics are not valid for return due to sanitary reasons.
b. We cannot guarantee the availability of the item(s) as stocks may vary per boutique.

You may also exchange it for a different item of the same amount or if you've chosen a higher value, you just have to pay for the excess amount. If of lower value, the excess amount will be forfeited. Rest assured that our store partners will assist you with this.

If you have other concerns, please let us know by clicking here.

If the same item is not available, you don’t have to worry as you can choose any item inside the store.

If the new item (different from what was originally purchased) chosen for exchange is of higher value than what was originally purchased, the price difference must be paid at the time of the exchange. If of lower value, the price difference is forfeited.

Please don't forget to bring your online store receipt when you drop by the boutique to process your return-exchange transaction.

If you need to process a return-exchange and have lost your online store receipt, please reach out to us with the following information.

Your order number
Item you're returning
The reason for return
The boutique you'll be visiting and the date

We need this information to coordinate your request with our store partners. We will also provide your order invoice number so your return-exchange transaction can be processed.

You can send us an email at shop@penshoppe.com or fill out our Website Contact Us form.

If you receive a gift item from our online store and wish to exchange it for a different size, color, or style, you have the option to do so following our Returns Policy. Simply bring your gift receipt to any of our store branches and our store staff will assist you.

Please note that online returns and exchanges cannot be facilitated.

No, our distribution center does not accept returns from customers; however, our physical stores do. If you send an item to our distribution center, it will be returned to you. You can review our Return Policy on our online store and in our FAQs.

If in case you received a damaged or incorrect item, please reach out to us immediately with the following information so we can check what happened.

-Order Number
-Description of damaged or incorrect item received
-A picture of the item, including its tag

You can send us an email at shop@penshoppe.com or fill out our Website Contact Us form.

1. Visit penshoppe.com. 
2. Click the "Account Icon" in the upper-right corner of the homepage. 
3. Fill Out the form with all required information, then click "Register." 
4. Check Your Email for a verification link to activate your account. 
5. Click the link in your email and create your password. 
6. All Set! You’re ready to start enjoying your perks and benefits! 

No, membership at penshoppe.com is completely free! Just sign up and start enjoying all the benefits right away. 

- Log in to penshoppe.com and go to the “Account” section to view your membership details and access your membership barcode. 
- To make shopping easier, save or take a screenshot of your barcode. Just present it whenever you shop at participating Penshoppe stores. 
- For online orders on penshoppe.com, simply log in when placing your order. 

Yes, an internet connection is needed to access your membership barcode the website. To make things easier, save or screenshot your barcode for quick access when shopping in the store. 

You can provide any of your information such as your email, mobile or full name to the cashier whenever you shop at participating Penshoppe stores. 

If you’re unable to access your account, click “Forgot Password” on the login page to reset it. For further assistance, feel free to contact customer support at shop@penshoppe.com. 

You can go to the log in page on penshoppe.com and click the ‘Activate your account’ link to check your account status.  
For accounts that are not yet activated, you can resend the activation email to complete your registration.  

Membership benefits are personalized just for you and cannot be shared. 

Go to your account page, click “Edit Account,” and update details like your mobile number. 

No, your membership does not expire.   

If you experience any issues, like trouble redeeming vouchers, contact customer support at shop@penshoppe.com for help. 

There are a lot of exciting benefits just for you! 

Welcome Offer 
Receive an exclusive welcome discount as soon as you become a member and activate your account.  

Member Exclusive Deals 
Enjoy a voucher code for your next purchase when you shop with us. 

And that’s not all, we’re always coming up with more rewards! Stay tuned and make sure you’re reachable, so you don’t miss out.

You can get your voucher code through the email newsletter or view in ‘My Vouchers’ page on our website. 

Visit penshoppe.com and enter your code when you check out your cart on our website. 

a. Log in at penshoppe.com to redeem your vouchers. 
b. Enter your code when you check out your cart on our website. 

Only one voucher can be used per transaction and cannot be combined with other offers. 

If your voucher isn’t working, check the validity period and ensure that it is valid for the purchase you’re making. If you continue to experience issues, contact customer support at shop@penshoppe.com. 

There is no specific status shown, but as long as the voucher is displayed on your account page, it remains valid for redemption on penshoppe.com. 

The validity period for your voucher is shown in penshoppe.com.  Be sure to use it before it expires to enjoy the offer! 

Vouchers are non-transferable and are meant for use by the account holder only.  

If you’re having trouble redeeming a voucher, make sure you’re following the correct process. If you’re still having issues, just reach out to customer support at shop@penshoppe.com for help. 

The voucher code used for the canceled order cannot be reused. 

You will receive your exclusive offers through the email newsletter and all you need to do is visit any participating Penshoppe stores to redeem the offer. 

Customer with barcode and promo 
1. Log in to your account on penshoppe.com and present your barcode to the cashier. 
2. The cashier will check for available promos. 
3. The cashier will apply the selected promo to your store transaction. 

Customer without barcode but with promo 
1. Customer can provide the email or mobile, or full name to the cashier. 
2. The cashier will check for available promos. 
3. The cashier will apply the selected promo to your store transaction. 

Visit any participating Penshoppe stores to redeem your exclusive offer. 

Note: Some vouchers can only be redeemed at the participating stores. Don’t forget to read the terms and conditions for each reward carefully.  

Here are the participating Penshoppe stores: 

Penshoppe SM North EDSA
Penshoppe SM Fairview
Penshoppe Ayala Manila Bay
Penshoppe SM Megamall
Penshoppe Ayala Glorietta
Penshoppe SM Aura
Penshoppe SM Grand Central
Penshoppe Filinvest
Penshoppe Robinsons Ermita
Penshoppe SM Mall of Asia
Penshoppe JMall
Penshoppe SM Cebu
Penshoppe Ayala Cebu
Penshoppe Ayala Central Bloc
Penshoppe SM Seaside Cebu

Penshoppe SM Baguio
Penshoppe CSI La Union
Penshoppe Xentro Mall Vigan
Penshoppe SM Tarlac
Penshoppe SM City Tuguegarao
Penshoppe Robinsons Tuguegarao
Penshoppe SM City Pampanga
Penshoppe SM Clark Pampanga
Penshoppe SM Cabanatuan
Penshoppe Ever Commonwealth
Penshoppe SM City East Ortigas
Penshoppe Venice Grand Canal
Penshoppe SM City Marikina
Penshoppe Lucky China Mall
Penshoppe SM San Lazaro

Penshoppe SM Southmall
Penshoppe SM Bicutan
Penshoppe SM Dasmarinas
Penshoppe SM City Molino Cavite
Penshoppe SM City Sta. Rosa
Penshoppe SM City Calamba
Penshoppe SM Batangas
Penshoppe SM City Lipa
Penshoppe SM City Lucena
Penshoppe SM City Puerto Princesa
Penshoppe SM City Legazpi
Penshoppe SM Roxas
Penshoppe SM City Iloilo
Penshoppe Gaisano Kalibo
Penshoppe SM Consolacion

Penshoppe SM Ormoc
Penshoppe SM Mindoro Zamboanga
Penshoppe SM KCC Mall Zamboanga
Penshoppe SM Premier
Penshoppe Penshoppe Abreeza Davao
Penshoppe Gaisano Grand City Gate Buhangin
Penshoppe KCC Mall of Gensan
Penshoppe Cotabato
Penshoppe GMall Tagum

Only one member offer can be used per transaction and cannot be combined with other member offers. 

Member offers can be used and combined with other in-store offers. 

You may reach out to any of our store personnel to resolve this issue and we will get back to you through email within 1 to 2 business days.