Return My Item

Returns and Exchange Options

At Rustans.com, you may return or exchange your item through two options: In-Store Return or Send Back Your Return.

Step 1: Create a Return Request

• Submit your request through the Returns Center and provide the necessary details.
• Upload clear photos of the item as received (including packaging) for verification. Kindly wait for the return approval email before proceeding to our physical store or sending the item back to our warehouse. 
• Once you receive the return approval email, kindly print a copy.
• Upon approvaL, you will have 10 days to complete your return.

Step 2: Prepare Your Item

• Ensure the item is unused, unopened, unworn, undamaged, and unaltered.
• Repack the item in its original Rustan’s packaging.
• Include the original packing slip and printed order confirmation receipt.

Step 3: Choose Your Return Method

Option A: In-Store Return

Bring your item and documents to any of the following Customer Service counters:

• Ayala Center Makati – 5/F
• EDSA Shangri-La – 2/F
• Gateway Mall – 2/F
• Alabang Town Center – G/F
• Ayala Center Cebu – G/F

Our store staff will assist you with your return or exchange.

Option B: Send Back Your Return (via Courier)

Ship your item to:

Rustans.com

KM23 East Service Rd., Cupang, Muntinlupa City

You may book any third-party courier or use delivery apps such as GrabExpress, Lalamove, or Transportify.

• Contact Number: +639178734715
• Point Person: E-commerce Assistants

After shipping, please email us your tracking details or proof of shipment so we can monitor your return.

Step 4: Processing & Resolution

• Please be advised that the item will still be subject to quality checking before we can proceed to the resolution. Any damaged or used item will be returned to the customer either through a store pick-up or shipping. 
• If the item(s) pass our quality checking, 
  • A replacement of the same item will be sent free of charge, or
  • If exchanging for a different item, an online gift card equivalent to the item value will be issued.

Important Note:

• Change of Mind Returns - For returns due to change of mind, we are able to offer either a replacement or a refund in the form of an online voucher or gift card.
• Damaged or Defective Items - For items that are damaged or defective, a refund to the original mode of payment may be processed. Please note that this is subject to the submission of an incident report and approval from the brand. Once both requirements are met, the refund will be processed accordingly.

• Replacement Policy - Once an exchange or replacement has been processed and successfully delivered, no further requests for refunds or replacements will be accommodated.

   

For further questions or assistance, feel free to email us at hello@rustans.com or reach out via our live chat portal at https://rustans.com/. Our Customer Service Team is available daily from 9:00 AM to 6:00 PM.