FAQ

Where are you located?

Philautia is a company incorporated in Singapore.  

Are your products authentic?

All products we sell are 100% authentic and purchased directly from local/overseas distributors. Each product has also been registered with relevant local authorities. 

What if I ordered instock and preorder together? 

Your order (excluding preorder) will be processed and dispatched within 2 working days. Once your preorder item(s) have arrived, it will be processed and dispatched within 2 working days. 

Does my package comes with tracking number? 

All packages include tracking and may require signature confirmation upon delivery. Your tracking number will be emailed to you once your order has been dispatched. 

Why is my package delayed?

When international orders reach their destination country/region, your order may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates. 

Customs policies vary widely from country to country; please contact your local customs office for more information.

What is your return policy?

We want you to love the products you've purchased. If for any reason you are not completely satisfied, please email us at sales@philautia.co within 14 days of purchase (for local orders) & 30 days of purchase (for overseas orders) to arrange for a return. 

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging. Kindly note that each order is valid for a one-time exchange only. 

Non-returnable items:

  • Gift cards
  • Sale items
  • Skincare sets 

Once your return request has been approved, kindly arrange to return your item(s) together with the return form sent to you. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. You are recommended to use a trackable shipping service to guarantee that we will receive your returned item.

We will send you an email to notify you once we've received your return package. We will also inspect and notify you of the approval or rejection of your refund. Upon approval, your refund will be processed, and a store credit will credited to your account within 5 working days. Your store credit will be valid for 12 months from date of issue. Please note that store credits are non-exchangeable for cash and is only valid for use on our website only. 

I received an incorrect product, can I do an exchange?

Absolutely! We apologize if you have received an incorrect product. Proof of incorrect product may be required to process this request. 

Please note that the incorrect product should be returned to us in the same condition that you received it (unopened & unused).

Please email us immediately at sales@philautia.co and we will be happy to assist you with an exchange. 

Can you help if I did not receive my parcel?  

Please ensure that you've checked the status of your parcel with the tracking number emailed to you. We will do our best to assist you but please note that we will not be responsible if you refuse a delivery, provided a wrong shipping address or is unable to receive your delivery package. Re-delivery charge may apply. 

Do you have a rewards program?

Yes, we do! You may access our rewards program on our website, bottom right-hand corner. You should find a rewards button. You need to activate your account & log in to start earning Philautia hearts.

What is heart?

1 heart = 1 point

Earn more Hearts for different actions, and turn those Hearts into awesome rewards!

How do we earn rewards?

Simply create an account to earn reward points whenever you make a purchase, social media shares, refer-a-friend, birthday perks & more! For missing hearts, please email us at hello@philautia.co with your order number.

Ways to earn hearts
 Place an order: 1 Heart for every $1 spent
 Follow on Instagram: 5 Hearts
 Share on Facebook: 5 Hearts
 Like on Facebook: 5 Hearts
 Celebrate a birthday: 125 Hearts

Ways to spend hearts
 Order discount: 25 Hearts = $1

Refer a friend
 Give your friends a $5 reward and get a $5 off coupon when they make a purchase. (No minimum spending)

Can I transfer my rewards?

All rewards earned are non-transferrable and not exchangeable for cash.

Is there an expiry date for hearts earned?

No, there isn't an expiry date for hearts earned. However, there is a 1-month validity for hearts earned via product review. 

What is Atome? 

With Atome, you can purchase items or enjoy a service upfront by paying in instalments. Atome will split the total bill into three equal and interest-free instalments.The first instalment will be paid at the time of your purchase, and the remaining two instalments every 30 days apart. For more questions on Atome, click here

 

This page is updated as of 6 May 2020.