- These are FAQs, so try to read it first before leaving us an inquiry. Thank you.
EFFECTIVE STARTING: October 1, 2016
Make sure you read first our HOW TO ORDER and our TERMS AND CONDITIONS which can be found on the footer of our website before asking us. If your query can't be answered on these, you can leave your query if you have existing order confirmation email. If none, kindly send with a subject title of "INQUIRY". New emails will not be entertained nor answered if you have existing order confirmation email. If you have question regarding your order, find your order confirmation email and reply on that thread.
PLEASE PLEASE PLEASE. PARANG AWA.
- I haven't received an order confirmation after I check-out my order, will I place an order again.
- Order confirmation are system generated so it will be automatically sent to you after you successfully check-out your order BUT there are instances that your email is not receiving - most likely these are yahoo mails. Try to check the junk folders because sometimes email from us were directly sent to junk/spam folder.
2nd - Do not place another order since this will be considered as "ADDITIONAL ORDER".
3rd - If you still haven't received any emails even after your check the spam/junk or other folders, kindly send us an email with subject "NO ORDER CONFIRMATION EMAIL Order #xxxx" and on your message, please inform the correct email address. For urgent orders, send us an SMS
2. I accidentally misspelled my email address OR my email address which i used was already inactive/updated my email address OR I can't open my email address because I already forgot my password, should I place another order with the right email so that I can receive an order confirmation?
- Again, no need to place another order. If you accidentally misspelled it, please send us an email with subject "WRONG EMAIL USED FOR Order #xxxx" and include the new / correct email address on your message.
2nd - Please use ACTIVE EMAIL only. If you want to update your email address with a new one, do not place new order with your new email address because your previous points will not be turnover on your new email address if you create a new account. We will just note it manually but you need to inform us first that you are updating your email address.
3rd - there are ways on how to recover your email if you forgot your password, please ask google or yahoo. If you still can't recover it and want to use another email address, no need to create a new account or placed another order, we can just update your existing store account with your new email address.
3. I will add another order but can it be combine to my previous order?
- YES if both orders are under the same batch. NO if you want to combine an onhand and pre-order item, separate shipping fee applies. I suggest, please make a separate order if it's for ONHAND items and another order if it is for PRE-ORDER items. We ship the lightstick separately with the album so separate shipping fee applies.
**For additional orders under SAME PRE-ORDER BATCH, meaning if you have placed order before then you want to add another item under the SAME batch, please choose "COMBINED SHIPPING" on the options - this is for shipping only, not applicable for pick up at store. This is not applicable to those first time buyers. - (If first time ka umorder, wag na wag mo tong pipiliin)
4. I'm a first time buyer but I chose or accidentally chose COMBINED SHIPPING. My order is for pick up yet I chose this option. What will happen to my order?
- You will be given first warning for not following properly our SIMPLE PROCEDURE regarding shipping part. It is clearly stated that "(READ! if you already have order FOR SHIPPING under the same batch - NOT APPLICABLE FOR MEET-UP & FOR FIRST ORDER BUYERS)", therefore, order will be automatically FOR SHIPPING, and you need to settle shipping fee before we ship your item.
5. For PICK UP AT STORE: (location: Diamond Arcade Cubao QC)
- Once your order/s are available for pick up, we will send you an email with CLAIMING PERIOD as tracking number. We usually give 2 weeks for the claiming period without storage fee. After the given date, we will ask for storage fee which is Php2 per day if with no remaining balance while Php5 per day if you still have balance. Our shop will only store the item until 60 days from the grace period. If it's still unclaimed within 60 days, we will give it to other buyers or might put it on sale again. Buyers should wait again until the item is available for pick up. If the order has not yet been claimed until 90 days (3 months), only 50% of the payment can be refunded.
- You can also check your store account for the claiming period / tracking number if you haven't received an email (sending error).
6. Can you allow other person / representative to claim my order?
- Yes. Ask them to bring their VALID ID (original) and a copy (soft or hard) of your ID (name on the order form). NO ID = NO ITEM.
7. I will order many items, will I just place it one cart or separate carts?
- AGAIN, separate orders will result to separate shipping fees. We will follow the amount on your invoice, so if you placed separate orders but still same batch or same category, we will ship it altogether (pre-order is to pre-order while onhand items will be with onhand items only) AND we will not refund the shipping fee.
8. I placed my order before orders cut-off but I forgot the deadline of payment so I was late in paying my order. Will it still be consider under the same batch?
- We will only allow until 3 days for you to settle the payment if you want to be included on your original batch, FULL PAYMENT REQUIRE according to what your invoice. BUT ONHAND price will be followed if you don't want to pay in full.
9. What will I put on the billing address? / What will I put on "Company" on shipping address part?
- For billing address, leave it blank unless you are ordering for someone else or if you want the item to be ship to someone else, then you need to put YOUR details on the billing address part.
- For Company, we're not asking where do you work. It is for those who want their item to be ship to their working place / company / or JRS branch pick up. You need to put the name of the company followed by the complete address on the address space or put "JRS BRANCH PICK UP" if it is for JRS pick up.
10. Do you do LBC/JRS Branch Pick Up?
- For Metro Manila shipping, we only provide door-to-door because we use Fastrack as our courier. But if your orders are bulky and heavy, we will use JRS.
- For Provincial Address, we use JRS as our courier so you can choose JRS Branch Pick Up.
11. What will I put on the Address if I will use JRS Branch Pick Up?
- Address 1: JRS Branch Pick Up
- Address 2: Street / Brgy, City, Region (Example: Crossing, Calamba, Laguna)
12. Can I change my shipping address?
- Yes, you may change your delivery address with at least 1 week before the said EDA on the google docs and you need to add it on your store account then inform us regarding the changes so that we can choose the new shipping address on your current order number. Don't forget to include your active contact number and the zip code.
13. What is facebook link? / I already sent my facebook link, will I still wait for you to add me before I settle my payment? / I already added your regular account but you're still not confirming it. / Where will I send my facebook link?
- Sample Facebook link (https://facebook.com/gdyb.kyo)
- No, sending your facebook link is only a procedure for us to verify your existence. We will only add you / confirm your request if you already settled your payment.
- Reply on the order confirmation with your facebook link if you are a new buyer on our website. Don't change anything on the title, just simply "reply" and send.
14. I already settled my payment but I haven't received any confirmation from you.
- Have you submitted a PAYMENT FORM and with complete details? If yes, we usually check around 11am - 5pm but not everyday as we also need some time for packing and other task therefore we can't confirm all in one seating since i'm the only one checking and managing the shop. Or if you still haven't received anything from us 3 days after you sent your payment form, please bump your message so that we can notice it right away. But please refrain from flooding us with your mail like every hour or every day. Once you sent a PAYMENT FORM, you don't need to send a copy of the deposit slip / receipt on the email unless it is needed for further verification. We usually check from the bottom part (the first dates so if you keep bumping your mail then it will be move up resulting to much longer delay. If you want to bump your message for payment confirmation, please just reply "BUMP" but be sure to bump it only after 3 days.
- We don't confirm payments through facebook page or any other channels. ONLY THROUGH EMAIL.
15. I have more than 1 order number, will it be okay to send the deposit slip / proof of payment to only 1 order number? (Updated from Batch 35 onwards)
- NO. You need to send different deposit slip / receipt per order number. No combined payments on 1 deposit slip.
16. Why is my status on my store account is still "PENDING FOR PAYMENT" yet I already Paid? / What is the meaning of "FULFILLED"?
- Payment status will be change to "PAID" once you are fully paid.
- Fulfillment Status will be change to "FULFILLED" if the item is ready for pick up or if the item was already shipped to your house. You may check the tracking number once the status changed.
17. How will I know if my order is onhand or not?
- ALL albums are for pre-order unless you click "ONHAND/ARRIVING GOODS" tab then they are onhand or will arrive soon.
- Regarding for items under "Arriving Goods", as you can see there's an SG # on the item description, that's the box number where the item is included. Please check the homepage site for the EDA (Expected date of arrival here in Philippines) of each box.
18. How do I use my points for discounts? / Where can I see my points?
- Login with your existing account and check rewards program then you will see your points and check if you are eligible to use discounts. Points will only be reflected from your previous orders through our site if those are already fulfilled and successful. Earning points are different from spending points.
19. What are your freebies? Am I entitled for your freebies?
- Pre-order buyers have freebies only except when my stocks run out. Walk-in buyers of albums and lightsticks have few candies as freebies. Our frieebies are usually mask and candies. We don't give freebies to those bulk-buyers because they already have discount on their purchase.
20. My order got cancelled due to unavailability of stock, where and how can I get the refund?
Options: Kindly reply on the order cancellation email.
A (Highly Recommended): Change it to our onhand item with equivalent value. You can view our shopee account for the list of onhand items.
B: Refund via Bank Transfer (BDO or BPI only). If you don't have account on any of the said banks, we can transfer it to your close friend/relative's account.
C (Least Recommended due to schedule): Refund via Remittance Center (LBC or Palawan Express). Send your full details (complete name according to your valid ID, active contact number and current city)
D: Refund via CREDIT. We can store your payment as credit and when we open our preorder again, you can use it as payment. We will automatically use it when we received your new order.
21. My order got cancelled for a reason of "FRAUDULENT", because I forgot to send my facebook link after I placed my order but I already paid for my order, will I get a refund for it? (Updated as of September 2, 2017)
- First, PLEASE DO NOT PLACE ANOTHER ORDER. Placing of new order will be considered as additional.
- NO. Because according to our TERMS and CONDITIONS, we only give refund if the item is OUT OF STOCK. Now, you must follow the same procedure stated on HOW TO ORDER and we will just note it manually. Points will not be reflected, updates and status of your order will be through email or the google docs which will be provided upon confirming your payment. I AM HUMBLY ASKING, BE SURE TO READ EVERY PROCEDURE TO AVOID HASSLES ON BOTH OUR SIDES.
22. Is my order for shipping or for pick up? / Where can I see my tracking number?
- You will be the one to choose if your item will be for shipping or you can just choose Meet-up. So please choose appropriate shipping fee option.
- FOR SHIPPING, once we shipped your item, you will be the one to track your parcel since we will give you the tracking number on a separate email or you can also see that when you login on your store account and click the specific order number. Copy and paste it on the Courier's URL. If within Metro Manila, we use fastrack and usually delivery period is 2-3 days. If provincial address, we use JRS, delivery period is 2-5 days.
Example of Tracking number sent (provincial shipment - JRS):
012345_BC_3001 (Tracking number is: 012345, while Branch Code is 3001)
- FOR PICK UP if your order is confirmed for pickup, tracking number part will be look like this "CUBAO_STORE_PICK_UP_DEC_2_TO_9_2017_BRING_ID", meaning it is now ready for pick up from Dec 2 to Dec 9, NO ID, NO ITEM.
23. Ways on how to determine if your item is already ready for pick up.
24. I updated my information on my store account, yet it is not updated on the existing order.
- If you update your information on your store account, it is not automatically be updated and will not notify us. If you want it to be the default details then set it as default and inform us by replying on the existing order confirmation email that you updated the information for this order number so that we can choose the new and updated information for your existing order number.
25. I sent an email but I received a message saying that my message is disregarded or not acknowledge, what does it mean?
- Following reasons: You created a new thread. Just reply on the ORIGINAL email thread so that we will not receive a "NEW" email. Mostly Yahoo emails is automatically creating a new thread when you reply, so instead click "REPLY ALL" so that your new reply will not create a new thread. One order number = One conversation thread.
- Another reason: You changed the subject title. We automatically disregard those emails if it doesn't have the original subject title.
** WE WILL UPDATE THIS REGULARLY SO PLEASE TRY TO READ FROM TIME TO TIME.