FAQs

Frequently Asked Questions:

Q: Where do you deliver in the Philippines?
A: We now deliver nationwide. With the travel restrictions imposed by the government due to COVID-19, please expect some delay when delivering to provincial / island areas.

Q: What are the available modes of payment?
A: We currently accept only the following payment methods:

  • Online or Fund Transfer (BDO, BPI and Metrobank)
  • Bank Deposit (BDO, BPI Family and Metrobank)
  • GCash
  • PayMaya
  • Cash-on-Delivery (Metro Manila only)

Q: If I choose Non-Cash on Delivery (Online/Fund Transfer, Bank Deposit, GCash or PayMaya) as a mode of payment, how soon should I send the proof of payment for my transactions to be valid / eligible?
A: For non-cash on delivery purchases, please settle the payment within 24 hours after check-out to keep your reservation. After 24 hours, Steleo PH has the right to cancel orders that are not paid within the given time. Shall there be any delay in settling the payment, the customer should message Steleo PH beforehand or as soon as possible via Facebook (Steleo PH) or Instagram (@steleo.ph) on when the customer will be able to settle the payment and reason for delay. We are very understanding on this, especially for bank deposits, since banks are closed on Sundays. Just please let us know. 😊

Q: For non-cash on delivery purchases (Online/Fund Transfer, Bank Deposit, GCash or PayMaya), where should I send my proof of payment?
A: Send us your complete name or order number, together with the photo / screenshot of your proof of payment (validated deposit slip or transfer confirmation message) to our Facebook messenger (Steleo PH), Instagram message (@steleo.ph) or to steleo.ph@gmail.com, for us to verify your payment. No need to send on all channels, please choose only one, whichever is most convenient. For faster processing, please send to steleo.ph@gmail.com (our official email).

Q: Is there a shipping fee?
A: Yes, there is a shipping fee and the buyer/customer shall be the one to shoulder these fees (unless there is an on-going free shipping promo).

Q: Will the delivery / shipping fee be cheaper if I choose to pay the items before delivery (i.e. Online/Fund Transfer, Bank Deposit, GCash or PayMaya)?
A: We researched and partnered up with our trusted couriers to ensure that your packages will be delivered conveniently and on time, with minimal and affordable shipping fees. Choosing payment before delivery option will yield cheaper shipping fees since the COD fee will be removed (COD fees are applicable only to COD / cash on delivery transactions).

Q: How much is the shipping fee?
A: Shipping fee varies per location.

For non-cash on delivery (paid) transactions, shipping fees are as follows:

  • Metro Manila: P95
  • Outside Metro Manila: P120

For cash on delivery transactions, shipping fees are as follows:

  • Metro Manila: P125
  • Outside Metro Manila: Not Applicable

Q: Why is shipping fee via cash-on-delivery more expensive?
A: Due to cash handling fees collected by the courier, COD transactions are pricier. To spend less and save more, we advise customers to select the payment before delivery option (online or fund transfer, bank deposit, GCash or PayMaya).

Q: Can I make changes to my order or change my shipping address?
A: Please send us a message on Instagram or email for any changes / modifications to your order. We’ll allow modifications if package is not yet shipped out. If package is already shipped out, modification will not be allowed.

Q: When will my package be shipped out?
A: We ship-out customer orders within 1 to 3 days after order is paid and/or confirmed. No shipping of parcels on Sundays and Holidays. Our trusted partner couriers will pick-up the package from us and deliver to your doorstep.

Q: When will my package arrive? How will I know when will it arrive?
A: Please allow 1-5 days delivery time for Metro Manila; 2-7 days for Greater Manila Area (Bulacan, Cavite, Laguna and Rizal) while 3-11 days for Provincial area. For Island deliveries, it can take up to 14 days to deliver.

A tracking number will be provided to you (via text, email or Facebook/Instagram message) after order confirmation / payment so you can track your package. *Due to COVID-19 travel restrictions and surge in deliveries, there are some instances that deliveries might be delayed. But rest assured, we will closely coordinate with the courier for the on-time delivery of your parcels.

Q: What if I cannot receive my package on the day of delivery?
A: We will provide a tracking number so you can track where your package is and when it will arrive. Family members, officemates, guards, etc. can receive your package on your behalf, as long as your orders are already paid, or you’ve already endorsed the payment to the receiver. Please take note that our partner courier will only attempt to deliver 2-3 times depending on reason of rescheduling. Kindly inform or reply to the rider / courier for rescheduling purposes, or if you cannot receive the package on that day. After 2-3 failed delivery attempts, the courier will automatically send back the package to us. This is the courier’s policy. If package is paid already, we will refund your order, just in case, package is not successfully delivered.

Q: What should I remember when paying via Cash-on-Delivery?
A: Please prepare the total amount due if paying via COD. You can track your package with the tracking number we will provide so you can be updated on the day of delivery. With this, please prepare the payment beforehand. If you cannot personally receive the item on the day of delivery, you can endorse the payment to your family members/officemates/guards and inform the rider/courier that another person will receive for you.

Q: What will happen if my package is not delivered by the courier?
A: We partnered with our trusted couriers to ensure that all packages will be delivered successfully and timely. In rare cases that package can’t be delivered due to fortuitous events (e.g. address is located at a lockdown area, package is damaged/lost, typhoon, etc.) or if courier is unable to deliver the parcel, don’t worry as we will happily refund your order.

Q: Do you have same-day delivery?
A: Yes, we offer same-day delivery to METRO MANILA only via Lalamove/Grab Express. Delivery fee will depend on the delivery address / location of the customer. Please message us directly on Facebook or Instagram to avail same-day delivery and for delivery rates.

Q: Do you accept return/exchange of an item (clothing) if item does not fit?
A: NO return / exchange / refund if reasons are: change of mind or wrong size. Please read carefully our size guide and chart before placing an order. It helps that you also know your measurements too. If you are not sure with some measurements, message us right away so we can help.

Q: How do I take care of my jewelry? How can I keep its beauty, color and luster?
A: Loving your jewelry is as easy as 1, 2, 3. To prolong its beauty and luster, the following should be practiced:

  • Remove and safe keep jewelry before taking a bath or swimming;
  • Avoid direct contact with chemicals (e.g. lotion, perfume, shampoo, soap, hairspray, alcohol, etc.), best time to put on jewelry is after you’re already done putting on your perfume and lotion;
  • Wipe with a dry cloth after usage and store in a cool, dry place (e.g. care pouch, jewelry box, organizer, ziplock, airtight containers, etc.) when not in use;
  • Don’t store together with accessories that are already rusting / tarnishing as this can affect the plating of the jewelry;
  • Don’t throw away our provided silica gel. Store silica gel packet together with your accessories to remove the moisture from the jewelry and keep its shine;
  • Remove jewelry when sleeping;
  • Avoid wearing jewelry when going to the gym, exercising or doing sports that will lead to excessive sweating.

Q: What are the earrings / necklaces / bracelets made of? Are the jewelries hypo-allergenic?
A: Material used for each item varies depending on the design. Most materials used are: gold-plated metal alloy, silver-plated metal alloy (Tibetan Silver), 925 silver, gold-tone alloy or stainless steel.

All pieces are skin-friendly and hypo-allergenic. Although our jewelry pieces are tarnish-resistant; over time, the jewelry will eventually tarnish – gradually and naturally. But don’t fret as you can wear this for a long period of time, provided you give it enough love and care. To prolong its beauty and luster for a longer period of time, please follow the care instructions above.

Please check the description of each product photo to know what the jewelry is made of.