OLD NAVY FREQUENTLY ASKED QUESTIONS

 

SHIPPING & DELIVERY

How much is the shipping fee?

Old Navy delivers nationwide. Shipping fee is calculated based on its actual, or dimensional weight, whichever is higher. It is also dependent on the delivery location. Standard shipping rates are as follows: For the first 3 kilos, shipping fee for Metro Manila is ₱150 and ₱200 for Provincial Areas. There will be an additional ₱65 per kilo in excess of 3 kilos. Free shipping for orders ₱4,000 and above.

How long does delivery take?

For Metro Manila orders, we deliver in 3-5 business days. For provincial orders, please give us up to 10 business days to deliver your order. If your package hasn’t arrived within the estimated delivery time, please email us at custserv@oldnavy.com.ph or call us at +632-8-830-5000. Customer Service is open on Mondays - Sundays at 9:00 AM - 6:00 PM.

Are all items available when I place my order?

We strive to ensure that all items on the website are available upon request. However, there may be instances where items will be out of stock. In cases such as this, we shall deliver the available items in your sales order. Please note that if the original order was pre-paid, a refund will be in place for the out of stock items.

PAYMENT

What are my payment options?

 

Customers can pay for the items and other charges if any (i.e., delivery), thru any of the following modes of payment:

• ONLINE

• Credit/Debit Card via PayPal

• Credit/Debit Card or GCash via Paynamics

• BDO, BPI, or HSBC Installment via Paynamics - 3 months 0% interest for a minimum purchase of P5,000

• Installment option may not be available on certain promotions.

• UPON DELIVERY

• Cash On Delivery (COD)

• Pay on Delivery with Transakto (for Entrego deliveries only):

• Applicable to COD orders with a minimum purchase of P500 

• BPI online/Mobile app required

For security purposes, payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode, protecting merchants from chargeback losses and costs related to fraudulent or disputed online transactions. A transaction using 3-D Secure will initiate a redirect to the website of the issuing bank to authorize the transaction. Specialty Lifestyle Concepts, Inc. does not have control over the authentication method used by the issuing banks. After authentication, you will be redirected back to the oldnavy.com.ph checkout page to complete your order. For more information on authentication, please contact your issuing bank.

What is PayPal?

 

For information regarding PayPal payments and accounts, visit the PayPal websitehttps://www.paypal.com/

 

What is Paynamics?

 

Paynamics Technologies Inc. is an electronic payment solution provider that offers a secure, real-time payment processing of credit/debit cards and other payment systems online.

 

What is Transakto?

 

Transakto: Pay on Delivery is a new and secure way to pay for COD transactions using the BPI Online/Mobile app. If you select COD on checkout, you can pay for your order with Transakto upon delivery instead of cash.

For more information regarding Transakto payments and accounts, please visit the Transakto website: https://www.bpi.com.ph/personal/bank/digital-banking/mobile/pay-on-delivery.

If you need help with your Transakto payment or delivery, you may contact our customer service at custserv@oldnavy.com.ph.

 

How do I use a promotional or discount code?

Enter your promo code in the “Promotions” area of the shopping cart and click “Apply” to show the discounted price. Please note that the value of the promo code is divided proportionally to each item. Promotional or discount codes cannot be combined with any other ongoing promotions or discounts.

 

 

RETURN AND EXCHANGE POLICIES

How do I return a product bought through the Old Navy online shop?

You have the right to return the purchased product for the following reasons:

• Change of Size - The product you ordered does not fit you.

• Change of Color - Only allowed if the item is damaged upon receipt.

• Wrong Item - The product you received was not the product you ordered.

• Damaged/Defective Item - The product you ordered was damaged when you received it.

Please note the following:

• Items that are bought on promotion or sale are valid for return or exchange subject to Customer Service verification and evaluation.

• The shipping fees for the return and exchange of items bought on promotion or sale will be shouldered by the customer, except in cases where the item is damaged, defective, or the wrong item is received.

• An Online Credit Voucher (OCV) for the return of items can be issued for refunds. Online reversal for sale items will only be allowed if the item is defective/damaged.

• Swimwear, Underwear, and Boxers will not be accepted for exchange for hygienic & sanitary reasons. These items will only be accepted for return if the items are damaged upon receipt.

• You may exchange the size of your item if it’s available. The return shipment is free of charge for the first return/exchange of regular-priced items. Delivery charges shall apply for succeeding returns.

• Items may be returned within30 days from the date of receipt.

• The value of the returned item must be based on the price reflected in the Sales Invoice (regardless of any changes in price or the reason for return).If damaged upon receipt, the value of the exchange item would be based on the actual price paid by the customer.

• If returned via 3PL Drop-off or Pick-up, value at the time the item was received in eCommerce Warehouse shall apply.

• Upon receipt of the item, it will be evaluated and confirmed if the item is acceptable for exchange. Once the returned item is approved for exchange, please note the following delivery dates to receive the replacement item below.

• Metro Manila - 7 to 14 days

• Provincial - 14 to 28 days

• If the item is not approved for return, the customer will shoulder the shipment fee worth ₱200 via Cash-on-Delivery.

• If a purchase is Returned to the Store, Store policies shall apply.

• Items must be in good condition (unless the item received is defective) with original packaging and tags still intact.

• Only products purchased from this website may be returned at any Old Navy Philippines store, except outlet stores. Please contact our customer service team by emailing custserv@oldnavy.com.ph to declare the items that you wish to return. We will provide instructions to facilitate your request.

Any return or exchange without prior notification through email (custserv@oldnavy.com.ph) shall not be accepted. To view the complete return policy, please click here.

The time it takes to receive your refund or reversal will depend on your bank or card

provider. You may contact your bank to check the status of the refund / payment reversal.

All returned products that do not comply with our return policies will be returned to you without refund. We may also ask you to pay for the related shipping charges of sending these items back to you.

 

How do I return a product bought through Old Navy's third-party partners such as Zalora, Rustans.com, and Trunc.ph?

Please be advised that Zalora, Rustans.com and Trunc.ph return & exchange are not allowed in the store. Customers can directly coordinate with the Customer Service of Zalora, Rustans.com and Trunc.ph, listed below.

• For Zalora, you may contact their customer service through customer@ph.zalora.com, or you may visit thislink for more info.

• For Rustans.com, you may contact their customer service through thislink, or you may visit their R&E policy here for more info.

• For Trunc.ph, you may contact their customer service through concierge@trunc.ph, or you may visit their FAQs and Return Policy here for more info.