Russ & Rose Lightweight Hydrating Cream 50ml

SPATIO DELIVERY & ORDER TRACKING  

 Our official shipping and logistics partner is JRS Express. All accepted and fully paid orders will be processed and dispatched within the following estimated timeframes:  

• Metro Manila: 72–120 hours / 3–5 working days  

• Provincial Addresses: 120–168 hours / 5–7 working days  

Processing time begins upon successful payment confirmation.  

Once your order has been picked up by the assigned courier, you will receive a Waybill Number via email and/or SMS, which you may use to track your order through the courier’s tracking platform.  

Please note that longer processing and delivery times may occur during exclusive product releases, special sales, peak periods, or due to weather conditions and other unforeseen circumstances. We appreciate your patience and understanding.  

SPATIO reserves the right to engage alternative couriers or delivery methods should our primary logistics partner be unable to fulfill deliveries due to operational issues, force majeure events, or other contingencies.  

All footwear orders are shipped in their original brand boxes. While items are securely packed, SPATIO cannot guarantee that brand boxes will arrive in mint condition, as minor dents or creases may occur during transit.  

Customers are responsible for ensuring that the delivery address and contact details provided at checkout are accurate and complete. SPATIO shall not be liable for delivery delays or failed deliveries caused by incorrect or incomplete information.  

In cases where delivery is unsuccessful due to an unavailable recipient, incorrect address, refusal to accept the parcel, or inability to contact the customer, the courier may return the order to SPATIO. Re-delivery fees may apply, and additional processing time may be required.  

Customers are advised to inspect their parcels upon receipt. Any concerns regarding damaged, missing, or tampered items must be reported to SPATIO within seven (7) days from receipt of the order, together with clear photos or videos for validation.  

SPATIO shall not be held liable for delays or failures in delivery caused by events beyond its reasonable control, including but not limited to severe weather conditions, natural disasters, government restrictions, or courier service disruptions.  

SPATIO Online Return & Exchange Policy 

At SPATIO, we curate pieces with care and intention. we are committed to ensuring that our customers are satisfied with their purchases.  To maintain fairness and transparency, our return and exchange policy is aligned with the provisions of the Consumer Act of the Philippines.  

Eligibility 

• Items must be unused, unworn, and in original condition, with tags and original packaging intact.  

• If an item is damaged during shipping, you may send us proof of the damaged item by emailing our SPATIO support team 

• Requests must be made within 7 days from the date of receipt. 

• A valid proof of purchase (order confirmation or receipt) is required. 

Items Not Eligible for Return or Exchange 

• Sale or discounted items 

• Customized or personalized products 

• Intimates, swimwear, or hygiene-sensitive items 

• Items showing signs of use, wear, or damage not due to defect 

• Change of mind is not allowed

How to Request a Return or Exchange 

• Email us at spatiocustomerservice@spatio.com.ph with your order number and reason for request. 

• Once approved, return instructions will be provided. 

• Items must be shipped back within 3 days from approval. 

• Return shipping costs are shouldered by the customer, unless the item received is defective or incorrect. Orders may be returned and refunded if it is found that the items delivered do not meet the standard quality that SPATIO upholds. If the item was damaged prior to dispatchment or the item does not match the order details, SPATIO will replace the item and shoulder all courier fees related to the exchange. 

Exchanges 

• Exchanges are subject to availability. 

• If the preferred item is unavailable, store credit or a refund will be offered. 

Refunds 

• Refunds are processed within 7–14 business days after inspection and approval. 

• Refunds will be issued to the original mode of payment or as Spatio store credit, depending on the case. 

• If the transaction was accepted and selected items in the customer’s order are unavailable after the payment portal accepted your payments, SPATIO will file a partial refund triggering payment portal to return amount to MAYA.  

• Refunds may take 3-4 weeks to be credited to your account  

Defective or Incorrect Items 

• Please notify us within 24 hours upon receipt, with clear photos, vidoes via email at spatiocustomerservice@spatio.com.ph. Spatio will arrange for replacement or refund at no additional cost. 

Cancellation Policy

• SPATIO Online accepts cancellations if:   

• The order has not been dispatched ; and 

• The item ordered is not marked down upon purchase  

• Refunds may take 3-4 weeks to reflect in your account.  

• You may contact our staff at 0917 866 8338 or send us an email at spatiocustomerservice@spatio.com.ph to confirm your order cancellation.  

Voids

• All transactions approved by our payment gateway partner, Maya, may still be voided by Spatio due to stock unavailability and/or if Spatio’s internal payment parameters are not met. In such cases, our system will automatically send an email notification confirming that the order has been voided. 

• If the transaction is voided by Spatio before 6:00 PM (Manila time), the payment will not reflect on both the customer’s account and Spatio’s records. 

•  If the transaction is voided by Spatio before 6:00 PM (Manila time) but the payment is still successfully processed or credited to Spatio’s account, the refund will be handled as follows:
  • The amount will be refunded to the original mode of payment.
  • Processing time may take 7–14 business days, depending on the issuing bank or payment provider. 

• Any applicable processing fees charged by the payment gateway or bank may be non-refundable. Customer will contact their bank to formally dispute this matter.  

• Depending on customer’s bank, processing may take 2-4 weeks.