Returns & Exchanges

Can I return or exchange the products I ordered?

Yes. We offer free returns and exchanges on all unworn, undamaged, and unwashed items within 14 days of receipt. Items must be in their original condition, with hang tags remaining in place. Final sale items are not eligible for return or exchange.

A full refund will be issued (item price excluding original shipping cost) using the original payment method.

• Cash on Delivery - Credited to bank account
• GCash - Refunded back to Gcash account
• Credit card payments - Refunded to credit card used

 

Can I return or exchange a sale item?

Final sale items are not eligible for return or exchange. Sale items are ineligible for return and exchange. 

 

How long does a refund or exchange take to process?

Once we have your items checked in, please give us 1 to 2 business days to process your return or exchange. We’ll notify you once we’ve received and inspected the item/s, and confirm whether or not your return or exchange has been approved.

For exchanges, we’ll send you a confirmation email to let you know when your exchange is on the way.

For refunds, we’ll reissue your payment in its original method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Credit card payments: Refunds should appear on your credit card within 30 days of your request. (We wish we could expedite this for you but this is the standard refund processing time for Visa and MasterCard!)

GCash payments: Refunds reflect within 24 hours

COD: Refund period may take up to 15 days from return acceptance

 

How do I request a return or exchange?

For items ordered from ourrecess.com:

Email us at customercare@ourrecess.com if you want to schedule a pickup for the item you wish to return or exchange.

Due to the volume of orders this season and official restrictions still in place in certain areas around the Philippines, you might experience some delays on pickups.

1. From within Metro Manila, it usually takes 5 to 7 working days for items to reach our warehouse.
2. From other areas in Luzon, it usually takes 7 to 9 business days.
3. From Visayas and Mindanao, it’s about 10 to 12 business days. 

For items bought from our pop-up stores:

At the moment, returns and exchanges can only be processed in the same store where the item/s were bought.

 

What should I do if I receive the wrong product?

Oof! We’re so sorry this happened to you. Please email us at customercare@ourrecess.com so we can look into correcting this for you straightaway.

 

What if the item I receive is damaged or faulty?

We work hard to ensure all items sold meet the highest quality standards. But if you have a concern with a faulty or damaged item, please email us at customercare@ourrecess.com and we’ll urgently review the matter for you.

 

How do I exchange a gift?

Email us at customercare@ourrecess.com.