FAQ

SIZING 

I don't know what size to get. 

Click here to view our size charts. If you’re taking measurements, we recommend you to go for a slightly bigger size. If you are not able to determine your size via our size charts we can assist with any sizing questions you may have. Kindly send us a message in our Facebook page or via Instagram at @tapcultureph. 

 

SHIPPING 

Do you ship worldwide? 

Yes, we ship worldwide. We use FEDEX for all international orders. 

How much is the shipping cost? 

Shipping costs are computed during checkout,  after entering your complete shipping address. Duties and taxes are NOT included in the shipping fee. 

When will my order ship? 

Generally orders are shipped within 1-3 business days of being placed. International orders will need 3 days for payment processing. Once your order is shipped, you will receive an email with tracking details. 

I placed an order internationally and was charged for customs when receiving my order.  

We do not have control over duties charged by customs in the receiving country, you will be liable for all import duties, customs, and taxes. These will be due at the point of, or after delivery. We cannot advise you what the cost will be as these charges can vary according to country, please contact your local customs office to find out more information if you are unsure of the charges. 

What if I’m not home during delivery time? 

For international orders, FEDEX will inform you of your shipping schedule via SMS or email once your package arrives at your destination. You may coordinate your availability with them directly to ensure proper receiving of the package. 

Customer accepts full responsibility for any loss or damage to the items once the courier attempts delivery. Customer is also responsible if their package is redirected or is marked as unclaimed or undeliverable due to invalid/incomplete address. 

What if my package is being held or returned? 

FEDEX will notify you of their delivery schedule. Failure to respond to their SMS and email notifications means that they will deliver on their selected schedule. However, once they have declared that the package was redirected, TapCulturePH is no longer responsible for the items or any fees that will incur. Please make sure that your shipping address and contact information are correct. 

 

PAYMENTS 

I placed an order and did not receive any invoice or confirmation.  

You should receive an order confirmation via email within 1-2 hours of your order being placed. If you did not receive anything please check your spam folder. Feel free to send us a message on our Facebook page or Instagram account, (typographical error of email is often the reason) 

How can I make a payment? 

We accept Visa, JCB and Mastercard credit cards through Paypal. All international orders are processed in USD. The conversion rate would depend on your credit card company. 

For Philippine orders, we accept BDO and BPI bank transfers and GCASH payments. 

Is your website safe? 

Our website has Domain Privacy and Protection to prevent identity theft, spam and phishing attacks, and also uses Secure Socket Layering (SSL) to make sure all personal information is encrypted and cannot be transmitted. We do not store your credit card information, nor do we share your personal details with any third party. All credit card payments are secured by Paypal, the latter of which will ask for a one-time-pin verification via SMS. 

How do I change or cancel my order? 

We aim to process and ship out orders as quickly as possible. However, if you have already checked out, please contact us within 24 hours of placing your order. If your item has not yet been shipped out, we may be able to make adjustments. 

I was charge more than I expected. 

This usually happens when an incorrect shipping address is applied. Please make sure you enter the correct shipping address. We will not be held liable for any typographical errors made. 

My payment did not go through. What could be the reason for that? 

There could be different reasons why your payment got declined. If you pay via credit card it could be your billing address. If your shipping address is different from your billing address please make sure you provide both. We are not able to manually adjust your billing address, if our system declined your payment you need to start over. If you tried paying via PayPal and it did not go through you can check with PayPal directly. PayPal has their own verification process, we are not able to process your order until PayPal approves the charge.  

  

RETURNS AND EXCHANGES 

What is your return/exchange policy for international orders? 

We have a strict no return, no exchange policy for international orders. 

What is your return/exchange policy for Philippines orders? 

For orders within the Philippines, we accept returns up to 7 business days from date of receipt.  

Exchange requests beyond the 7 business days grace period will not be accepted. 

Buyer is responsible for all shipping charges and is non-refundable. 

Am I eligible for returns? 

All return items must be in the same unused condition as they were received, with all tags attached. Washing, staining or any alterations made to the garments are considered as damaging it. 

How do I make a return? 

You can send us a message through Facebook or Instagram so our team can send you the instructions. 

I already washed or used my item, can I still return it? 

We do not accept returns or exchanges for items that have been used or washed. All items need to be new, in its original packaging and with all tags attached. 

I received a damaged item. 

All of our items go through strict quality control before being sealed and shipped out. In the unlikely event that you received a damaged item, contact us through Facebook or Instagram so our team can quickly sort it out for you. We would require you to provide detailed images of the faulty item. 

We cannot be held liable for any damage beyond normal wear and tear. 

How long does the return process take? 

Return items will go through inspection as soon as we receive them and once approved, we will process the refund.