Q - Can I make changes to or cancel my order?

As soon as your order has been accepted, we immediately begin processing to get it to you as soon as possible. Unfortunately, this means that we are unable to make any changes to orders once placed.

Please make sure all your details are correct before checking out!

Q - What is your return and exchange policy?

As of the moment, we do not accept returns or exchange of products unless they are damaged or defective. Returns for reasons such as change of mind, incorrect shade selection, or personal preference are not eligible.

Q - An item in my order was damaged in transit! What should I do?

If you receive a damaged or defective item, please contact our customer support hello@makeuplaneph.com or send us a message in any of our social media account within 7 days of receiving your order. Kindly provide photos of the product along with your order details, and our team will assist you in resolving the issue, either through a replacement or refund based.

Q - An item is missing from my package! Where is it?

If you suspect an item is missing from your order, please reach out to us at hello@makeuplaneph.com with your order number and the name of the item.

Q - My order shows it was delivered, but I can't locate it. What do I do?

If your tracking information is confirming delivery and you are unable to locate it, we recommend:

- Checking with your neighbors or family members to confirm the package was not left with them

- Looking at surrounding areas to confirm if the package was left around the premises

- Contacting the carrier as sometimes instances with a mis-scan may occur

If you are still unable to locate the package, please feel free to reach out to us at hello@makeuplaneph.com for assistance.

Q - What payment methods do you accept?

We accept all major debit/credit cards, Gcash, and Maya.

Q - Do you offer free shipping?

Free standard shipping is available to all orders over P1,899.

Q - What courier do you use?

J&T Express is our main courier.

Q - When will my order ship?

We process and ship all orders within 1-2 business days - Monday through Sunday, not including holidays where our physical store is closed.

Due to unforeseen delays, some orders may take longer than expected to reach you. If you are experiencing any additional delays with your order, please reach out to us at hello@makeuplaneph.com or send us a message in any of our social media account.

Once your order has shipped, you will receive a shipping confirmation email with your tracking information enclosed. It may take up to 24-48 hours for your tracking information to update.

Q - Where will my order ship from? How long will it take for it to arrive?

Orders are shipped from Davao City, Philippines.

Orders with Standard Shipping can take 3-7 business days once shipped to arrive at the final destination. 

Q - Are your products authentic and original?

Definitely! All our products are sourced directly from the brands, their official distributors, or authorized retailers. We import our products from the US, UK, Korea, and Japan to ensure authenticity and prevent counterfeit items. We understand that trust is essential, which is why we offer a money-back guarantee if any product is proven fake. We assure you that when you shop with us, you’re always getting the real deal. 😉

Q - What is the manufacturing or expiry date of your products?

We understand your concern, but please know that most of US, UK and Japan skincare and cosmetics products don't have manufacturing date or expiry dates, these countries has no laws or regulations that require to have those dates labeled. However, most of them specify shelf life. It is the length of time you can expect a product to look and act as expected and stay safe from the moment you use them. 

Meanwhile, K-Beauty products do have expiry dates labeled, we usually stock products 2 years from expiry date (Eg. Current year 2025; Expiry is 2026 or 2027) If you have any inquiries about a specific product, please feel free to message us!