FAQs

• A shipping e-mail should also follow as soon as we finish processing your order. It may have been filtered to your Spam/Junk folder, or it is possible that you entered the wrong e-mail address or misspelled it when you checked out.
• If you think you gave us the wrong e-mail address, please e-mail us at charlon.helpdesk@gmail.com or contact us through Facebook Messenger so we can send the necessary information to your correct e-mail address.

Unfortunately, cancellation can't be done once the order and services are paid and confirmed. Please contact us through Facebook Messenger or e-mail us at charlon.helpdesk@gmail.com for further assistance.

These are the general steps of your shopping journey with us:

• Select a product – Add it to your cart and adjust the quantity.
• Review your order – Check order details and confirm your shopping cart contents.
• Provide shipping information – Enter your delivery details.
• Choose a service – Select delivery or pickup.
• Select a payment method – Choose your preferred payment option.
• Finalize your order – Ensure everything is correct, then press Complete Order.
• Order confirmation – You will receive an e-mail confirmation shortly after a successful transaction.
• Need updates? – Message us on Facebook Messenger or Viber for order status, follow-ups, and faster communication.

The shipping fee on the checkout page is displayed as "1.00" by default. The actual shipping fee will be paid by the customer upon delivery and may vary based on weight and location. For further inquiries, please contact us at charlon.helpdesk@gmail.com or through our FB Messenger.

1. Delivery Rider within Metro Manila [Grab, Lalamove, etc.]
   • Rates are subject to distance and time of booking.
   • Same Day Delivery
2. Nationwide Courier Service [J&T, JRS, LBC, etc.]
   • Rates are subject to distance and weight.
   • Estimated delivery 3 to 7 days
3. Air or Sea Cargo - Freight Collect [AP Cargo, Pambato, Jades, etc.]
   • Rates are subject to distance and weight.
   • Estimated delivery: 1-3 weeks
4. Regional Bus (LUZON) - Victory, Florida, Bataan, Genesis, etc.
   • Rates are subject to distance and weight.
   • Estimated delivery 2 to 5 days
5. Personal Pickup
   • Please confirm stock availability prior to store visit.

Metro Manila and GMA areas, such as Rizal, Cavite, Laguna, and nearby locations, can avail of same-day delivery for in-stock items if paid before 2 PM. Orders may be delivered via Lalamove, Grab, and other on-demand delivery services.

For returns, there are two ways to return your items:

1. Ship back the item to our Main Branch any day of the week, Monday to Friday, from 7 AM to 4 PM, addressing the package to:

2. Return or exchange via mail. For returns, kindly e-mail us at charlon.helpdesk@gmail.com.

• We accept returns that reach us within 7 days from the date of receipt with a valid Order Reference number.

To initiate a return, please e-mail us at charlon.helpdesk@gmail.com with your Order number and specific concerns. For faster transactions, chat us through our FB Messenger.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at charlon.helpdesk@gmail.com. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send back your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at charlon.helpdesk@gmail.com or through our FB Messenger.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

To initiate a return, please e-mail us at charlon.helpdesk@gmail.com or chat with us through our FB Messenger with your Order number and specific concerns.

• At Charlon Enterprises, we carefully inspect all our products before shipping to ensure you receive only the highest quality items. In the rare case that you receive a faulty product, please contact us at charlon.helpdesk@gmail.com within 30 days of receipt, including clear images of the defect. We'll promptly assist you in resolving the issue.
• Please note that we are not responsible for damages resulting from improper handling or normal wear and tear.

We accept various payment methods for your convenience. You can pay using any option allowed under QR Ph, including digital wallets such as Maya and GCash. We also accept Visa and Mastercard for secure transactions. If you have any questions about payment methods, feel free to contact us at charlon.helpdesk@gmail.com or through our FB Messenger.

Yes, purchasing from our online store is extremely safe and secure. We do not store your credit card details, nor do we share your personally identifiable information with any third party. Our payment options are also secured by PayPal.

The team is very quick at processing orders to make sure they get delivered to you as soon as possible. You may change your order as much as you want before you click "Checkout." After you checkout, there are 2 requirements for us to allow changing or cancellation of orders:

1. The item has not yet been shipped and you have not yet received a shipping confirmation e-mail.
2. As long as you e-mail us at charlon.helpdesk@gmail.com within 24 hours of placing your order.

In these cases, please try the following:

1. Contact your issuing bank as they may be blocking the transaction. Some banks prohibit cross-border transactions or your limit may be insufficient.
2. Kindly ensure that the shipping address is the same as the billing address. If you need the shipping address to be different from the billing address, kindly contact us after confirming your order so we can manually change it.
3. There may be issues with the volume of transactions or your connection. Kindly try again after some time.

We try to make sure that all stocks posted are available on hand. However, due to popularity, multiple sales channels, stock movements, and supply issues, we cannot ensure that all stocks are available for purchase.

You may chat us through Facebook Messenger or e-mail us at charlon.helpdesk@gmail.com to verify first prior to payment.