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Delivery FAQs

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

We process all orders as soon as we receive them. 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.

      • 1st Delivery Date – Original Delivery Date
      • 2nd Delivery Date – Change in Delivery Date
      • 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.

For more details, please contact Customer Service.

Store Pickup FAQs

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 your 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 our 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.