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FAQs


How do I create an account, login, and manage account?

Registering is fast and easy. Just click on the "Sign In" link to create an account using your email address.

To login, click on the link that is found on the top right of the website.

To make changes to the information in your account, just visit your profile page by clicking on the "My Account" link on top right of the website.

How secure is my information on crateandbarrel.com.ph?

Here at crateandbarrel.com.ph, we take your privacy very seriously. We ensure that your sensitive data is protected and encrypted at all times. You can read more about our Privacy Policy.

In case of inquiries regarding your personal data, you may reach out to our Data Protection Officer in the contact details below:

Crate and Barrel Philippines Data Protection Officer
SM Corporate Offices, J.W. Diokno Blvd, Mall of Asia Complex
Pasay City, Philippines
Contact No. (02)8831-8000 local 81964
Email: dpo@crateandbarrel.com.ph

What should I do if I can't login to my account?

In case you forget your password, you can reset your password by clicking on the “Forgot Your Password” option on the login page. We shall send you an email to reset your password.

If this does not help solve your issue, feel free to send us a message through customerservice@crateandbarrel.com.ph, so we can check the status of your account.

How many addresses can I add to my account?

Our website allows for adding of multiple addresses for convenience of shoppers like you. To add a new address and to set your default billing address, just go to your account profile then click "View Addresses".

Why am I being asked to enter my contact number again when I add an address, even when I’m already logged in?

We acknowledge that you may not be around to receive your order upon delivery, or that you may be buying the items for someone else. For these cases, we allow customers to indicate a different recipient name and number as the account holder’s name. The name indicated as the recipient name will have to be physically present when your order is delivered.

How do I know if the product is available for order?

If the item is available for order, you will be able to add the item to your cart.

How can I check the available colors?

On the product page, you can check if the item/s you are interested in have any other colors available.

Where can I get more information about a product?

If you have found something that you like and want to learn more about the product, simply click on the item and you will be directed to the product page of that item, where you will find more information about the product, including product details, dimensions, colors available (if any) and other important information.

Should you need any additional information, feel free to contact our Customer Service via Viber at +63 9178 174 473 or send us a message through customerservice@crateandbarrel.com.ph.

I saw a product on crateandbarrel.com.ph before, but I cannot find it anymore. What should I do?

Products and offers in our website may vary from time to time depending on demand, season, and availability. Please come back to check on new offers from time to time or sign up to receive our newsletter.

How do I place an order?

Placing an order using desktop or mobile is easy. Visit crateandbarrel.com.ph and browse the different categories and items for something that you might want. Please note that you will have to register and login to your account to complete an order.

From the item page, just add the item to your shopping cart and click on "Checkout". Follow our simple checkout process and you are good to go.

NOTE: Orders placed on a Sunday will be processed on the next business day.

How do I know if my order is successful?

Once your order has been successfully placed, you will receive an email with the details of your order shortly after you complete the checkout process. Sometimes, the email goes directly to your Spam folder, so be sure to check that as well.

If you have not gotten your order confirmation yet, please also check your Account Profile > Order History and see if your order has gone through. Otherwise, feel free to contact Customer Service for assistance.

As an additional tip, please indicate your Order Number when contacting us, so we can assist you faster.

Once your order is confirmed, you’re all set. Sit back, relax, and wait for us to prepare and deliver your order. A notification will be sent to your registered email address on the delivery date of your order. You can check the status of your order at any time via the Order History page.

For Store Pickup please wait for us to notify you via email, before going to the designated Store Pickup location. You may pick-up your order from the Store Pickup location on the assigned date that was provided in the email.

Can I still change any information after placing my order?

We're sorry, but order details such as address, mobile number or product color and size can no longer be changed once order is confirmed.

Can I cancel some items in my order after it has been placed?

No cancellation once order has been placed.

Can I still cancel my order after it has been shipped?

We are sorry, but no cancellation will be allowed once order has been delivered.

Can I purchase an item and have it delivered to a different recipient?

Yes. All you have to do is specify the recipient’s delivery address at Checkout and your address should be the one that is indicated in the billing address section. It’s that easy!

If my order is a gift, what are the wrapping options available?

On your Cart Page before Checkout, you may indicate which item/s you would like to wrap in our distinguished iconic black and white gift box topped with a red ribbon, free of charge. Certain items do not qualify for gift boxing, including Rugs, Wall Decor and Furniture items. And don't worry, for gifts, none of our items ship with price tags or pricing information.

What payment options are available on crateandbarrel.com.ph?

Crateandbarrel.com.ph offers a variety of ways to pay for your order. You can select any of the following:

  • Credit Card
  • Debit Card
  • GCash
  • Online Bank Transfer
  • BDO and HSBC Installment

What credit and debit cards are accepted?

Most major credit and debit cards such as Visa, Mastercard, JCB and American Express are accepted through our payment gateway partner, Paynamics. Some cards may not be accepted due to limitations from your card issuing bank. Rest assured your credit and debit card details are stored safely by our payment gateway partner.

Do you offer installment payment plans?

Banks such as HSBC and BDO offer 0% interest installment payments for our customers. You must meet the minimum spend requirement of P5,000 for HSBC and P10,000 for BDO to qualify for installment of up to six (6) months.

In-store and online installment terms vary. Visit our stores for more options.

Why was my card charged the wrong amount?

Items for delivery may incur delivery fee, which is reflected on your summary of charges prior to completing the order. Please check if your order was charged this fee, as this might be causing the discrepancy. We highly recommend reviewing the order summary before completing the checkout process.

If you have indeed been charged incorrectly, please contact Customer Service, so we can assist you immediately. We would appreciate it if you can prepare the following information prior to contacting us:

  • Customer Name
  • Order Number
  • Amount that should be charged
  • Amount that was charged
  • Bank Information

  • Do you keep my credit or debit card details?

    We do not collect credit card details directly. All credit and debit card information are handled by our payment gateway partner, Paynamics. Rest assured that your card details are kept safe and private. Paynamics is Payment Card Industry Data Security Standard (PCI DSS) compliant and a trusted partner of crateandbarrel.com.ph and many other online sites.

    Can I use a credit or debit card that is not under my name to place an order?

    For security purposes, crateandbarrel.com.ph only allows orders to be placed by the card holder. Please make sure you own a credit or debit card before proceeding with a card transaction with us.

    How do I know if my payment was successful?

    For card transactions, you will receive two email notifications after successfully placing your order-an order confirmation notification and a message from Paynamics confirming the amount debited from your card.

    Please check your Spam or Junk folder for any emails from us. Otherwise, if you do not receive these emails, please reach out to Customer Service, so we can address this concern for you.

    What are loyalty cards?

    We've partnered with The SM Store’s SM Advantage to allow you to earn loyalty points every time you purchase products from crateandbarrel.com.ph. To earn points, make sure to provide your valid Loyalty Card Number at Checkout before you make your purchase.

    Expired cards will not earn points.

    How many points do I earn per transaction?

    Our partner from The SM Store’s SM Advantage has existing points per amount conversion. Shopping at crateandbarrel.com.ph will also give you the same number of points depending on the total amount of purchase, after discounts and promotions.

    For more information about each partner’s specific conversion table, please visit the SM Advantage website.

    I shopped online, but my points have not been credited to my loyalty card yet. What should I do?

    Loyalty points shall be credited once the transaction has been delivered and completed according to the timeline set by SM Advantage. Should you need to inquire about your points, please contact SM Advantage directly.

    What is Store Pickup?

    Store Pickup allows you to make purchases online and pick up your order at one of the Crate and Barrel stores nearest you without shipping charges.

    It's that easy. You are given up to five (5) days from the assigned pickup date to claim you item/s from the designated branch.

    How does it work?

    1. Add items to your cart.
    2. Click the Store Pickup button at Checkout.
    3. Complete your order online.
    4. You may go to your nearest designated store after you receive a "Ready For Pickup" email.
    5. Bring the email and a valid government-issued ID to the designated store to pick up your items.

    NOTE: You may change the store branch of pick-up within 24-hours from the time you receive the e-mail notification.

    Where in the store do I retrieve my Store Pickup order?

    Any Crate and Barrel associate can direct you to the area where you can pick up your order, which will be packed and ready for you.

    What are the operating hours of our Store Pickup locations?

    Our Store Pickup locations, SM Aura Premier, SM Makati and SM Megamall, are available daily from 11:00 AM to 6:00 PM. Should there be any changes to the operating hours, this page will be updated.

    What information will I need to present when picking up my order in the store?

    Please show a valid government-issued ID and the "Ready For Pickup" email (print out or on your mobile device). This will be sent to you as soon as your order is ready.

    Is there a charge for Store Pickup?

    There is no additional charge for Store Pickup and you avoid shipping charges.

    How will I know if my Store Pickup is ready?

    You will receive an email as soon as your order is ready for pick up. To pickup your item/s, please visit the designated Store Pickup location on the assigned date provided in the email.

    Why does pick up in store for online take long?

    As the stock locations vary, ample lead time is needed to relocate your item to the store nearest you.

    What if I placed an order for Store Pickup after the store is closed?

    Your order will be packed and ready for pickup based on the date assigned to you at time of the order. Please be sure to wait for the "Ready For Pickup" email before coming to the store.

    What if I lost my "Ready For Pickup" email? Can I still pick-up my order?

    No, we cannot release your order without the email you received, as this is our only way to verify that you are the correct recipient of the order. For further assistance, please contact Customer Service at customerservice@crateandbarrel.com.ph or via Viber at +63 9178 174 473.

    Can someone else pick up my order (i.e. spouse, friend or courier)?

    Yes. He or she will be required to present the following:

    1. A copy of the "Ready For Pickup" email
    2. An authorization letter signed by you
    3. A copy of your government-issued ID
    4. A copy of a government-issued ID of your representative

    How will my Store Pickup items be packaged?

    Our store associates will automatically package your items in a way that will make them safe for you to transport.

    How long will you hold my order at the store?

    We will hold your items for five (5) days from the pickup date provided in the "Ready For Pickup" email. Orders not picked up within five (5) days will be cancelled and payment will be refunded.

    If I pick up my items in store, will they be assembled?

    Unfortunately, we are unable to provide assembly service for items picked up in store.

    How long is the delivery timeframe for orders within Metro Manila?

    We process all orders as soon as we receive them.

    NOTE: Orders placed on a Sunday will be processed on the next business day.

    Delivery time frame varies depending on delivery address. We aim to deliver your items within 2-3 working days for houseware items and 3-7 working days for furniture items.

    Our Customer Service will be contacting you on the delivery date once your order is confirmed.

    What are the delivery guidelines within Metro Manila?

    1. Street is wide enough to accommodate a 4-wheeler truck.
    2. If delivery address is in a subdivision or village, kindly indicate the closing hours when you add a new address or at checkout. If the subdivision or village requires an entrance fee, the corresponding amount must be paid prior to delivery.
    3. If the delivery address is an office, please indicate the best time of delivery when you add a new address or at checkout.
    4. If living in a condominium, elevator and hallways are wide enough to accommodate the merchandise.

    What are the delivery conditions for orders within Metro Manila?

    1. Delivery date can be changed only ONCE within two (2) weeks from original delivery date and three (3) days prior to delivery date by contacting Customer Service via Viber at +63 9178 174 473.

      1. If change in delivery date is allowed on the day of delivery, a re-delivery fee will be charged.
      2. Change in delivery date can be allowed for the third time due to force majeure.

        1. 1st Delivery Date – Original Delivery Date

        2. 2nd Delivery Date – Change in Delivery Date

        3. 3rd Delivery Date – Force Majeure

    2. If customer is unable to claim Merchandise within sixty (60) calendar days from date of purchase, the Merchandise may be sold or disposed and the proceeds shall be applied to costs of warehousing and sale/disposal.
    3. The Returns and Exchange Policy of Crate and Barrel shall apply.
    4. The delivery team will assemble and install delivered Merchandise according to the set of assembly instructions and for the purchase the Merchandise are intended for use. They cannot move, assemble or dis-assemble or handle other Merchandise not listed in the Order Summary for delivery.
    5. Customer's copy of the Order Summary and valid government-issued ID must be presented to our delivery crew in order to claim delivery.
    6. Delivery fee/s paid will be forfeited if delivery is not completed due to fault of customer such as delivery address provided is erroneous, incomplete or inaccurate or no one is available to receive the delivery.
    7. Appropriate fees for the delivery of Merchandise to customer’s delivery address will be collected. All other fees and charges by barangay or subdivision association shall be shouldered by customer. Security related documents required to perform the delivery must be arranged and/or provided by the customer at least three (3) days prior to delivery date.

    If I am outside Metro Manila, how will my item/s be delivered?

    Crate and Barrel currently delivers within Metro Manila. Any deliveries outside of Metro Manila will be handled by the independent logistics company engaged by you, which you will then coordinate with Crate and Barrel Customer Service.

    The customer will be requested to sign a Liability Waiver indicating that any damages that may occur from the transportation of merchandise through a third-party courier falls under the customer's scope of responsibility.

    For more details, please contact Customer Service.

    What can I return?

    Valid reasons for return and exchange:

    • Receive a product that is fundamentally different in nature from the product specified in the website.
    • Receive a faulty, defective, or damaged product.
    • Wrong item is delivered.

    How long is your returns/exchange window?

    Merchandise maybe returned or exchanged based on the Returns and Exchange Policy. Furniture and rugs may be returned within seven (7) days from date of delivery. Other merchandise may be returned or exchanged within thirty (30) days from date of delivery. Merchandise must still be new and in its original condition and packaging with complete accessories and tools.

    How do I return/exchange or refund an item I purchased on crateandbarrel.com.ph?

    The amount of refund or exchange will be equivalent to the suggested retail price at the time the item was purchased.

    For Metro Manila customers: please visit any of stores of Crate & Barrel and present your Order Summary along with the Merchandise in their original condition, packaging with complete accessories and tools. The following options will be provided:

    • You will receive refund in the same form of the payment. Valid for online purchases only.
    • You may also be given a Customer Credit Memo (CCM) valid for thirty (30) days from date of issuance for purchases paid with Bank Transfer or a Credit Voucher for Credit Card transactions.
    • For same-day exchanges/returns, a Sales Return Voucher (SRV) will be issued, valid on the date of issuance.
    • Lost CCM, Credit Voucher or SRV cannot be replaced so please keep it in a safe place.

    For customers outside of Metro Manila: kindly contact Customer Service to initiate Return/Exchange. For exchange, a scanned Customer Credit Memo (CCM) will be issued, valid for thirty (30) days from date of issuance, for online Call to Order purchases only.

    Can the Customer Credit Memo or a Credit Voucher be reprinted if lost or stolen?

    The Customer Credit Memo or Credit Voucher is as good as cash. Once the memo or voucher is lost or stolen, we are sorry but we are not able to reprint it again. Please secure the memo or voucher to ensure the serial number is still readable.

    How long does the replacement and refund process take?

    Replacing your item/s in any of the Crate and Barrel stores will only take a few minutes, given that all requirements are met according to the Returns and Exchange Policy. Once our Customer Service Associate has validated the item/s and issued your memo or voucher, you may already select a replacement item. Should the replacement item's price be lower than the memo or voucher’s value, no refund shall be given. Meanwhile, you will need to settle any excess amount if the replacement item's price is higher than the memo or voucher’s value.

    As for refunds, for credit card and debit transactions & bank transfers, the charge back timeline will be dependent on your issuing bank. A minimum of a 14-day period is needed for us to process your refund. We also recommend checking your next billing statement for validation.

    Will my shipping fee be refunded when I return my item/s?

    Since the delivery team has already performed its delivery service, we shall no longer include the shipping fee in the refund.

    I received a cancellation notice from crateandbarrel.com.ph. How will I get a refund?

    We are sorry for having to cancel your order. For prepaid orders, you don't have to do anything, as we will process the refund immediately for you. We encourage you to check your next billing statement to verify the refund.

    How much will I be refunded?

    We will refund the amount you paid for the item, net of any promo vouchers used, shipping fee, and other discounts applied to your order. For discounted item/s or item/s on sale, the amount to be refunded is the amount you paid for and not the original selling price of the item.

    Do you have other questions or concerns?

    Contact our Customer Service Representative via Viber at +63 9178 174 473 and we would be happy to assist you.