Frequently Asked Questions

Ordering

How do I place an order?

Add the items you want to your cart, open the cart and choose Checkout. Sign in or create a free account, pick a delivery method (or free store pickup), confirm your address, review the order and place it. You will see a confirmation with your order number and receive a confirmation email. Axiaro (or the seller, for items sold by independent sellers) must then accept your order before it is prepared; we'll email you if anything can't be fulfilled.

Do I need an account?

Yes — you need an Axiaro account to place an order. You can browse the store without one. An account lets you track orders from your account, save addresses, keep a wishlist, start a return, and leave reviews on items you have received.

Who sells and ships my order?

The product page shows who the seller is. Items sold by Axiaro are shipped by Axiaro; items sold by independent sellers are shipped by the seller. Axiaro handles your orders, cancellations, returns, refunds and customer support in both cases.

What does Axiaro sell?

Axiaro is a marketplace with products from Axiaro and independent sellers across a growing range of categories.

Can I change or cancel my order?

You can cancel an order yourself from your account (open the order and choose Cancel order) at no cost any time before it is marked as ready to ship or shipped — see the Cancellation policy. To change items on an order that has not shipped, contact us and we will adjust it where we can.

Payment

What payment methods are available?

Orders are paid by cash on delivery: you pay when your order is delivered, or in cash when you collect it. Online card, GCash and Maya payments are not available yet. No card or wallet details are collected by the store.

When am I charged?

Nothing is charged when you place an order. You pay on delivery (or in cash when you collect your order).

Shipping

How does shipping work?

We deliver within the Philippines only. You can choose Standard delivery (₱150, about 3–7 business days), Express delivery (₱300, about 1–3 business days), or free store pickup in Batangas City. Standard delivery is free on orders of ₱2,500 or more. The exact fee is shown at checkout, and one delivery fee applies to your whole order. Items sold by independent sellers are shipped by the seller, so an order with items from more than one seller can arrive in separate deliveries. Full details are on the Shipping & delivery page.

How do I track my order?

Use the Track your order page with your order number and the email you used at checkout, or open your account. When the seller or courier provides tracking details, they appear on the order; if your order has items from more than one seller, each seller's items show their own tracking.

Returns

How do returns work?

You can request a return within 30 days of delivery for unused items in their original packaging. To start a return, open the delivered order in your account and choose Return items; we review your request and email you the next steps, including where to send the item (for an item sold by an independent seller, that may be the seller's address). Refunds are processed manually by our team. Full details are on the Returns & refunds page.

What if my item arrives damaged?

Keep the packaging and contact us as soon as you can with your order number and a photo. We will arrange a repair, replacement or refund at no cost to you.

Support

How do I contact support?

Use the Contact us page. Include your order number if your question is about an order. We usually reply within 1–2 business days.