FAQ

 

PAYMENT INFORMATION

  • Banco de Oro  (BDO) bank deposit / online bank transfer
  • BPI bank deposit / online bank transfer
  • Paypal –  PLEASE ADD 5% ON TOP OF YOUR TOTAL BILL FOR PAYPAL PROCESSING FEE.

After you settle your payment, Clear scanned/photo copy of your deposit slip or a screenshot of transfer confirmation.

Once we’ve received a clear copy of your proof of payment, our Finance Team will review and validate your payment.Please allow us 1 to 3 banking days to verify your payment. Please do note that all proof of payments sent during the weekends or holidays, will be reviewed the next business day. As for Online Transactions, these will be manually verified with our bank, please allow us 1 to 3 banking days to acknowledge your online payment. You will be sent an Order Acknowledgement email once our team confirms your payment.

 Order will not be processed until the payment has been verified.

Email a copy of your deposit slip at payments.evethelabel@gmail.com
Subject: PAYMENT_FULL NAME
Name:
Instagram:
Order Number:
Date of payment:
Branch:

BANK DEPOSIT : Please write your FULL NAME and ORDER NUMBER on the deposit slip.
ONLINE BANK TRANSFER  : Please write your FULL NAME and ORDER NUMBER on the REMARKS.


In Store Pickup

We will contact you via phone or email and let you know when your item(s) are ready for pickup.  Online confirmation of order must be present for pick up.

Same Day Delivery

We can use Grab Express or Lalamove and delivery fees will be shouldered by the customer once it arrives in your location. Grab Express and Lalamove rates vary depending on time and distance and is available for Metro Manila customers only.

Gift Cards

Eve e-gift cards may be purchased online and a gift card code will be emailed to the recipient and redeemable online only.


ORDER STATUS

You can view and track your order status by signing into your account and selecting purchase history.  You will also receive a shipping confirmation via email once the shipment has been completed. Please allow 24 hours for the carrier to update their records before you begin to track your order.

SHIPPING AND HANDLING

Please allow us 1-3 days after payment confirmation(confirmed and cleared in our bank account) to give us time to process and pack your order excluding weekends and holidays. If delays are expected with your order, you will be contacted via email.

If for some reason you do not receive your purchase within 20/30 business days of placing your order and receiving your tracking number please email eve.thelabel@gmail.com with your full name and your order number. We will follow up on your purchase immediately.

If no one is available at the delivery address to sign and receive the item. We will notify you through e-mail/text message  for re-delivery and/or collection. Organising a redelivery is the responsibility of the customer.If the parcel are returned to us, a second redelivery charge will be incurred.

Domestic orders

-All standard domestic orders  typically arrive within 2-7  business days from shipped date. Once orders have been shipped, you will receive a tracking number via email/text message.

-Eve is not responsible for delays caused by the courier, stolen or damaged packages.

Order arrival times are provided as guidelines only, and do not take into account possible delays. Estimated delivery times are to be used as guidance only and commence from the date of dispatch.

-Client is responsible to update the courier about the status of their package.

TIME GUIDE REFERENCE ONLY

Pick Up  Near Edsa Shangri-la / Pioneer Mandaluyong
Standard Shipping : Flat Rate 2-5 Business Days ( Metro Manila ) | 3-7 Business days ( Provincial )  Philippines ( Metro Manila/ Provincial ) Php 250( Xend, Grab , Lalamove ) any extra payment should be shouldered by the client.
Grab Express/ Lalamove On the day shipping – within Metro Manila only. You’ll be the one who will book Grab Express or Lalamove. Price varies depends on time and location
LBC Upon Request – 1 day shipping Depends on the weight and location
International Orders

Shipping delivery dates and rates are based on region/country.  Eve is not responsible for delays caused by the courier, stolen or damaged packages, or any costs incurred by the courier or customs. 
But we will try to help you in coordinating with them and  give you the best customer care possible.


​

International shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. Eve has no control over these charges and cannot predict what they may be. It is the customer’s responsibility to pay any additional charges for customs clearance and to clear the package from customs.
Postal 10-15 days Initial payment Php 1800 : Depends on the weight, dimension and location we will email you if there’s an additional payment
Express Mail 5-7 days Initial payment Php 2500 : Depends on the weight, dimension and location we will email you if there’s an additional payment
International Express 3-5 days Initial payment Php 3800 : Depends on the weight, dimension and location we will email you if there’s an additional payment
  • International Orders can take up to 10-15 business days, and can take longer if they are held up in customs.
  • International shipping cost will change depending on the weight of your order. We will email the quoted price and weight after we receive your order.
  • Once your order has been shipped you will recieve an email notification with a tracking number.
  • Eve is not responsible for custom fees for orders shipped internationally.  These charges are determined by cost of merchandise as well as where the merchandise is produced.
  • Once the package is released to our shipping carriers we have no control over the time a package may take. Please keep in mind holidays, natural disasters and strikes may delay shipping times.
  • Order arrival times are provided as guidelines only, and do not take into account possible delays.
  • Estimated delivery times are to be used as guidance only and commence from the date of dispatch.
  • We are not responsible for any delays caused by destination customs clearance processes.

Where can I track my order?
Please use the tracking number link we provide in your shipment confirmation email to track your order.

When will you ship my order?
Please allow us 1-3 days after payment confirmation and it has been verified in our bank account. Please give us time to process and pack your order excluding weekends and public holidays.

If for some reason you do not receive your purchase within 10 business days of placing your order please email eve.thelabel@gmail.com with your full name and your order number. We will follow up on your purchase immediately.

Once we’ve received a clear copy of your proof of payment, our Finance Team will review and validate your payment.Please allow us 1 to 3 banking days to verify your payment. Please do note that all proof of payments sent during the weekends or holidays, will be reviewed the next business day. As for Online Transactions, these will be manually verified with our bank, please allow us 1 to 3 banking days to acknowledge your online payment. You will be sent an Order Acknowledgement email once our team confirms your payment.

 Order will not be processed until the payment has been verified.

When in doubt, check your email. If your payment successfully went through, you should have received an Order Acknowledgement email. If you can’t find this email in your inbox, you might want to check your spam folder. If you didn’t get an Order Acknowledgement email, chances are your payment did not go through successfully. Email us at payments.evethelabel@gmail.com and we’ll help you sort it out.

Do you offer same-day delivery service?

We can use Grab Express or Lalamove and delivery fees will be shouldered by the customer once it arrives in your location. Grab Express and Lalamove rates vary depending on time and distance and is available for Metro Manila customers only.

I have a P.O box. Can my item be shipped here?

No unfortunately we cannot ship to PO boxes

How do I sign up for the newsletter?
Our newsletter signup is located on the left hand of the website. Just click and enter your email address

Can I refund my order?

Eve does not offer refunds due to change of mind.We will only offer a refund if the item is faulty beyond repair or out of stock.

My size is not showing up. Do you have this size?
Unfortunately, if your size is not showing up then we do not have that size in stock. If you have any question please email us @at eve.thelabel@gmail.com

What size should I order?

We understand it can be difficult to figure out your sizing, which is why we have created a sizing guide for you, Size Chart. These size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information, you can email us at eve.thelabel@gmail.com and one of our team can measure your requested item and get back to you.

Unfortunately, if your size is not showing up then we do not have that size in stock. If you have any question please email us @at eve.thelabel@gmail.com

What if I received a damaged/ faulty item?

If you have received a damage item, please email us at eve.thelabel@gmail.com within 5-7 days upon receipt of the item. Please send us a photo of your concern before you return the item to us.

When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.(We will repair any faulty item or replace it with the same product, subject to availability. If neither option is possible, then a full refund will be given. Original shipping charges are non-refundable ).We reserve the right to deny or refuse full refund based on the returned condition.

What if I received wrong order /a  missing order?

This rarely happens but in the unlikely event that you have received the wrong item or package, Please contact our customer service at eve.thelabel@gmail.com Please include in the email the following details. Our team will review the information and will sort it out for you.

  • Order Number:
  • Full Name:
  • Date Received:
  • Style code of the missing or incorrect items.

Unfortunately, if your size is not showing up then we do not have that size in stock. If you have any question please email us @at eve.thelabel@gmail.com

ITEM AVAILABILITY

The item I want is out of stock. When will it become available again?

  • We source our fabrics and produce our clothing so some of our items are limited and become out of stock. Please contact eve.thelabel.com to be added to our lovelist and we will contact you if and when the style you wanted is available again.
  • If a sold-out item is purchased, you will be notified by email as soon as possible and offered a suitable replacement, a credit note or a full refund. 
  • For custom made items  and pre-order items, we will email you.

 

CANCELLATION

BY YOU:

  • If you need to change or cancel your order, please contact us immediately.  Once our warehouse has processed your order we cannot make any changes.
  • Custom-made/ Custom size / monogrammed pieces  cannot be cancelled, returned or exchanged.

BY US:

We reserve the right to cancel the contract between us if:

  • We have insufficient stock to deliver the goods you have ordered
  • We do not deliver to your area
  • One or more of the goods you ordered was listed at an incorrect price due to a typo-graphical error or an error in the pricing information received by us from our suppliers.
  • If we do cancel your contract we will notify you by e-mail and will re-credit to your account as possible but in any event within 7-14 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Prêt-à-Porter

| Ready-to-Wear |

  • Shipment is scheduled 1-3 days after payment confirmation to allow processing time and can be expected within 7 days of your placing your order. (For international orders please allow 7-15 days ). Please note that we don’t ship during Sundays and Holidays.
  • All Sale Items, Swimwear ,Intimates and Gift Card purchases are FINAL SALE and cannot be returned. Any item that is returned without approval will have a restocking fee of 30% of the original item price.
  • Swimwear & intimates are non- returnable/exchangeable for health and hygiene purposes.
  • We should be informed within 24 hours upon receipt of item in case of any defects or concerns in order to process returns. Original shipping charges are non-refundable.
  • If you need to change or cancel your order, please contact us immediately.  Once our warehouse has processed your order we cannot make any changes.

 

Bespoke

| Custom-made |

  • Custom-made pieces cannot be cancelled, returned or exchanged. ( Customized pyjamas, robe and intimates, sizes , monogram )
  • Bespoke embroidery will take 7-15 working days (more or less depending on our order list.)
  • Custom size ( xl ,xxl ,xxxl ) ,Custom Color , Custom Size will take 7-15 working days (more or less depending on our order list.)
  • Orders can take up to 1-3 weeks to be hand made and delivered. This wait can sometimes be longer depending on how many orders are ahead of yours. Please feel free to contact us to check the status of your order.
  • Rush order: 3-5 working days – additional 1,000 on the total bill.
  • Dispatch time may vary and may incur delays up to, but not limited to, 28 business days (excluding weekends/ holidays) after sale to allow manufacturing time. The client will be informed of approximate dispatch time through email/ text message.

RETURN AND EXCHANGE

For local and international : At this moment, we do not accept any returns or exchanges but if you have any concerns, please email us at eve.thelabel@gmail.com

FAULTY POLICY

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 5-7 days after you receive your package. Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

All returns will be subject to inspection. Merchandise must be returned in original condition (unworn, unwashed, unaltered) with tags attached.  We are not responsible for packages that are lost during shipment.Returns received in worn condition cannot be accepted for exchange or return and will be sent back to you.

If you believe you have a faulty item, please e-mail eve.thelabel@gmail.com immediately for further instructions. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.(We will repair any faulty item or replace it with the same product, subject to availability. If neither option is possible, then a full refund will be given. Original shipping charges are non-refundable ).We reserve the right to deny or refuse full refund based on the returned condition.

Please note the following limitations:
Sale items, discounted items, swimwear,  lingerie  and Custom made orders are FINAL SALE!  They are NOT eligible for refund, exchange, or store credit. Shipping fees will not reimbursed for returned purchases.
  • Items must be returned within 7 days of purchase.
  • The following items are final sale, and cannot be returned:
  1. Special custom ordered items such as custom size, custom color and custom styles.
  2. Bodysuits
  3. Swimsuits
  4. Intimates / Lingerie
  5. Sale items
  6. Accessories

INCOMPLETE | INCORRECT ORDERS

In the event a product is delivered in damaged condition a full return or exchange will be processed.

If you have received an item in error, or are missing an item from your order, please contact customer service with the order confirmation number and the style code of the missing or incorrect items. Our team will review the information and correct delivery errors free of charge.

RETURN PROCESS FOR FAULTY / INCORRECT ITEM

Contact us at eve.thelabel@gmail.com to obtain a Return Merchandise Authorization (RMA) number within 10 days of shipment date. Returns will not be accepted without a RMA number.

We require a copy of the invoice to be included in return shipments to ensure accurate processing. Please note that Eve is not responsible for damage or lost to items returned during shipping.

RETURNING OR EXCHANGING:

( FOR FAULTY / INCORRECT / DAMAGED ITEMS ONLY )

  • Email us ateve.thelabel@gmail.com and enter the order number REPLACEMENT / FAULTY ITEM / INCORRECT  in the subject heading. In the email please list what you are returning or exchanging. Please also confirm the collection address and a contact number.
  • Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them.
  •  We can accept refunds or exchanges within 7 days of delivery.upon receipt of your order. Outside this timeline, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect.
  • Products should be in its original purchase condition and must be unused
  • Defective items that are part of a set must be returned as a whole set

REFUND

  • Eve does not offer refunds due to change of mind.We will only offer a refund if the item is faulty beyond repair or out of stock.
  • All sale items are final and cannot be refunded for any reason.
  • We will refund you the cost of your items in full if we receive your return within our return policy window. However, outside the Philippines, customs duties and sales taxes are non-refundable.
  • Refunds are issued in the original form of payment unless store credit is requested.
  • Once we receive your item, please allow 3-5 business days for your return to be processed at our showroom and then 5-14 business days for your bank to post the refund to your account.  We’ll send you an email when our team has processed your refund.

FEEDBACK | SUGGESTIONS

Eve values your feedback and would love to hear from you. To share your thoughts on your shopping experience, including any suggestions for improvement, please contact us at eve.thelabel@gmail.com / eve.designstudios@gmail.com

(Be Aware: check your email “junk / spam” folder as our reply can sometimes end up there and it is out of our control)