FAQs

User Account & Password
How do I create a User Account?

By clicking "My Account" at the upper right corner of the navigation bar on Trunc.ph's homepage, you may sign up to create an account or log in using your Google or Facebook accounts.

All you need to do is complete the sign up form with your First Name, Last Name, Email Address, Mobile Number, and Password. You may change or edit your personal information at any time. Your information will be kept confidential and will be shared with our partners only for the fulfillment of your orders. Read more about our Data Privacy Policy.

Do I need an account to place an order online?

You may shop on Trunc.ph and checkout as a guest using a valid email address. We encourage you to create an account for faster checkout, to add items to your wishlist, and to view your past orders.

Order Notifications will be sent to your email so make sure you provide a valid email address.

I've forgotten my password. What can I do?

To reset your password, click the link underneath the login button. Instructions on how to reset your password will be sent to your registered email address.

How do I receive emails from Trunc.ph?

Sign up for our newsletter to receive emails featuring exclusive collections, best sellers, and new arrivals. Simply enter your email in the newsletter sign-up form in the footer.

Placing an Order
How do I shop online?

Shopping on trunc.ph is simple.

  1. Select a category from the navigation menu or use the search bar.
  2. Choose your item. You can click "Add to Bag" by hovering over the image, or click on the product name for more details. The "Add to Bag" function allows you to keep track of what you want to buy until you are ready to make the payment.
  3. For items that need you to choose a size or variation for, you will be directed to the product page. Simply select your preferred size, color or variation and click "Add to Bag".
  4. To check the summary of your order, select "View Bag". Should you wish to proceed to payment, select "Go To Checkout".
  5. Add your shipping details and select your preferred payment method. Review your order summary and once ready to complete your purchase, click "Place Order".
How do I use a sitewide promo code?

Here's how to enjoy our limited time offers.

  1. Click on the bag icon on the upper right-hand corner of your screen then choose View Bag
  2. Type in your promo code in the Promo Code section of your shopping bag and click Apply. The code and the corresponding discount or offer will appear in your bag. The value of the promo code is divided up proportionately to the item price.
  • In case of return, you will get refunded for the total amount paid based on your receipt (the value of the item once the promotion amount was applied).
  • Brand exclusions may apply during sitewide promotional activities.
  • Multiple vouchers may be applied with restrictions.
How can I pay for my order?

The following payment methods are available upon checkout:

  1. VISA, Mastercard, JCB & AMEX
  2. GCash
  3. PayPal

Payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode. For more information on authentication, contact your issuing bank.

We will continuously add more payment options and terms for your convenience.

A total minimum transaction amount of ₱65.00 and a maximum transaction amount of ₱900,000 (inclusive of shipping fees) are allowed per checkout. Only 2 transaction attempts will be accepted per user (per day), including unsuccessful attempts, and a maximum of 10 successful transactions per month.

Are all the items in my order confirmed as available?

Though Trunc endeavors to have adequate stock, it is possible that an item is unavailable by the time you make the purchase. When this happens, the total amount of the unavailable item/s will be refunded based on the original payment method. The time it takes to receive your refund or reversal depends on your bank or card provider. Only the available items will be delivered.

Can I cancel my order?

We normally do not accept order cancellations or changes once an order has been placed. If you have concerns about your order, please send us an email via concierge@trunc.ph.

Handling and Shelf Life of PowderRoom Items

PowderRoom by Trunc ensures that all its beauty products are properly wrapped, packed and sealed to prevent damages and/or breakages.

Please note that for perishable and consumable products on sale or markdown, we cannot guarantee the shelf life as some of the products in the sale are outside the freshness time frame. It’s possible that a few of the items you purchase won’t be as fresh as our full-priced items.

Shipping & Delivery
Where do you ship to?

We deliver nationwide except for select items marked as for Metro Manila delivery only in their product page. However, delays and/or failed deliveries may occur and some areas may not be serviceable temporarily due to quarantine restrictions.

How will my order be delivered?

Orders will be delivered by our official partner couriers. You will receive an SMS from the courier prior to the delivery of your order to ensure that you are available to receive your order at the scheduled delivery time.

How much does shipping cost?

Standard shipping fee is based on locations and will also depend on brand inclusions:

  • P150 for the first 3kg within Metro Manila
  • P200 for the first 3kg outside Metro Manila

Additional fees will apply in excess:

  • P65 per kg in excess of 3kg
  • P75 per kg in excess of 9kg

Applicable shipping fees will automatically be computed in your Bag upon checkout.

The delivery fee for oversized items varies depending on the weight and destination. There are unloading limitations for some of our service providers. Please ensure that necessary permits and fees have been settled prior to delivery.

How long does delivery take?

Orders will be delivered within 5 - 15 business days for select locations nationwide. Deliveries are made from 9am to 6pm from Monday to Friday. Should your order consist of multiple brands, you may receive separate packages at different times. Changes in the schedule will be posted accordingly.

Due to community quarantines, please expect shipping delays.

How do I track the progress of my order?

Order notifications will be sent to your email. You may also expect further updates from our logistics partners who will update you on the status of your order. Please ensure that you enter a valid email address when you sign up for a new account or when you order as a guest.

What happens if no one is available to receive the order on the day of delivery?

For standard sized items: Trunc allows 2 delivery attempts free of charge. After such, your order shall be cancelled, and you will be refunded the total amount of the items purchased less your shipping fee.

For oversized items: If for any reason the Customer fails to accept delivery of any of the products despite Customer’s confirmation, or delivery is delayed because the Customer has not provided appropriate instructions, documents, or authorizations / permits:

  • Risk to the Products shall pass on to the Customer (including damage caused by the loading / unloading of the goods).
  • Requests to re-deliver the item/s shall be charged with the corresponding delivery fee which must be paid in full before the item/s will be released.
  • Re-delivery will be scheduled within five (5) working days after the failed delivery attempt.
  • Due to storage constraints at our Warehouse, we cannot keep sold items for more than 5 working days. Orders with failed deliveries which are left undelivered after the given period shall be canceled and refunded to the customer less delivery charges paid.
I cannot receive the package myself. Can I ask someone else to receive it for me?

To protect the customer, packages will only be surrendered to the person whose name is indicated in the delivery receipt and proof of identification must be presented. In cases where the recipient cannot be physically present, he/she must provide his/her assigned representative with an authorization letter together with a proof of identification.

What should I do if I think my package has been tampered with?

Please notify us via mail at concierge@trunc.ph in case of discrepancies or any signs of package tampering. You may also visit the "My Returns" section under the "My Account" page, look for the Order ID and select "Damaged During Shipping" in the dropdown menu under Reason for Return. Read more about our Return Policy.

How do you deliver furniture?

Most furniture will be delivered by truck either via our partner courier service, or by our own Delivery Specialists. Items will be delivered to your address either knocked down or fully assembled. Please refer to the “Delivery Information” section in the product page for more details.

Where applicable, gate fees, village, and building permits must be processed before delivery. Failure to deliver because of permit issues will result in additional delivery charges and delays.

How do I Return an Item or an Entire Order?

If you have a Trunc account, you may return your order free of charge by following these simple steps:

Step 1: Log in and go to the "Order History" section of the "My Accounts" Page.

Step 2: Choose the Order you want to return.

Step 3: Select the item/s you wish to return, "Select All" means returning the entire order. Please note that for orders that come with a free item (e.g. Buy 1, Get 1; Free Gift with Purchase), the free item should be returned together with the order.

Step 4: Choose the Reason for Return:

  1. Item Does Not Fit (Apparel & Footwear only)
  2. Damaged During Shipping

Step 5: Choose the Condition of the items you wish to return:

  1. Items Not Used (Unopened with original packaging and not used)
  2. Opened (Original packaging was opened)
  3. Damaged (In the case of damage during shipping)

Step 6: Choose Return Method

  1. Refund or Credit Card/PayPal Reversal
  2. Online Credit Voucher

Step 7: Take Photos of the items you wish to return

Step 8: Upload photos you wish to return. Accepted file format for uploads is .jpg or .pdf.

Step 9: Submit your Return Request

Step 10: Your return request will be reviewed by our team. If your Return Request is approved, you will receive an email confirmation indicating the approval status, and all you have to do is wait for our shipping partner to pick up your Return package. Please allow 5 - 15 days business days from the date approval email was received.

If there are missing items or you received wrong items, please contact concierge@trunc.ph.

The return package will be subject to final review as soon as it arrives in our Distribution Center. After final assessment, you will receive another email notification indicating the approval status. We will then process your refund or reversal as quickly as possible based on the resolution you selected in your request. If Online Credit Voucher is chosen as a return method, please expect this to be sent to your email address.

If your Return Request is not approved, you will receive an email confirmation indicating the disapproval of your request. If the item has made it to our Distribution Center and fails the final assessment, the item will be shipped back to your address.

If you placed your order as a guest, please contact us at concierge@trunc.ph to declare the items you wish to return. We will provide instructions to facilitate your return request. All return requests are subject to approval.

How much does it cost to return a product?

Should your request be approved, our courier will pick up the item/s free of charge if it is your first return. For succeeding returns, standard shipping charges will apply.

How will I be credited after the product has been returned?

Payment reversals will be facilitated upon receiving the returned product. Customers will be credited via the same payment method used for placing the order, or through an Online Credit Voucher that shall be sent to the customer via email. Delivery charges will not be reimbursed unless the product was faulty.

If your order was made using a promo voucher, the refund or reversal will be for the amount paid after the voucher was applied. Once reversal has been processed, the promo voucher may no longer be valid depending on promo mechanics.

Covid-19 FAQs
Is it safe to shop from Trunc?

The health and safety of our customers, staff, and warehouse employees remains our topmost priority. We have enhanced health and safety measures in all SSI Group fulfillment centers and for our employees, in compliance with the Covid-19 Inter-Agency Task Force for the Management of Emerging Infectious Diseases Resolutions.

Shipping & Delivery

In light of Government and Barangay mandated Community Quarantine guidelines, some areas may experience longer delays in shipping than others. We are working closely with our shipping partners to update our Delivery Areas.

Returns & Refunds
Can I return or refund an item?

We ensure your orders are quality checked and packed with care for your satisfaction. In case it arrives damaged or with defects, you may return your order or select items from your order free of charge provided it is within the return period. Return period count will start from the day our official partner courier successfully delivers your item.

Exchanges are not available for online purchases. Nevertheless, you may request for a refund and return your order and our shipping partner will pick up your return package free of charge. Please note that items purchased on final sale from our site are not valid for refunds, and that all return requests will be subject to final review by our team before the refund or reversal is processed. The time it takes to receive your refund or reversal will depend on your bank or card provider.

For more information, please read our Return Policy

Return Policy

Only products purchased from this website may be returned online. You may return your items free of charge provided it is within the return period detailed in the product page. Return periods vary by brand, product, and category.

All items must be returned new, in good condition, and in the item's original packaging, with complete tags and labels, and with the Packing Slip.

All return requests are subject to approval. Ensure that you provide clear photos of the items to avoid any delays in the review and approval process.

Returns due to the following reasons shall be automatically declined:

  1. Items were purchased on sale
  2. Items were not originally purchased from Trunc.ph
  3. Items have been altered, worn, or used
  4. Items were improperly handled by the customer
  5. Change of mind

Unless damaged or defective, the following items are not subject to returns:

  1. Color Cosmetics, Skin, Body and Hair Care, and Fragrances
  2. Lingerie, Hosiery, Swimwear, Undergarments, and Socks
  3. Face Masks
  4. Fine Jewelry & Watches
  5. Home Furnishings and Accessories
  6. Food & Beverage
  7. Appliances & Electronics

Once your request for return is approved, please note that this does not yet guarantee a sure refund. The actual item returned shall still go through a final verification/evaluation process before your refund or Online Credit Voucher will be processed.

Shipping, handling, and delivery charges are non refundable except for defective or damaged items. For items confirmed to be defective, the value of the item at the time of your return shall be based on the price reflected in your receipt including shipping charges.

Online Credit Voucher

In case of refunds via Online Credit Voucher, you will receive an email notification with your OCV Code.

Please note that:

  1. Trunc Online Credit Vouchers may only be redeemed online via Trunc.ph and will not be accepted in any of our brand’s offline stores.
  2. Online Credit Vouchers may be used in conjunction with other promo vouchers, depending on the brand promo mechanics.
  3. Online Credit Vouchers are valid for 1 (one) year from the date of issuance.
  4. Online Credit Vouchers are valid for one-time use. Any remaining balance will be forfeited.

For concerns regarding your returns, you may get in touch with concierge@trunc.ph. Our center operates daily from 9am to 6pm.

Packaging
How are the items packed?

The items you have purchased are wrapped in honeycomb or onion skin paper and placed in a sealed TRUNC box or TRUNC poly mailer.

Does it come with the brand’s packaging materials?

Most of the TRUNC brands are delivered in a standard TRUNC delivery box or poly mailer.

Please see below list of brands that provide brand packaging for your reference:

  1. Trunc: Bally, Boss, Charriol, Coach, Furla, Kate Spade, Marc Jacobs, Michael Kors, and Tory Burch
  2. Trunc Show by Trunc: Alexander McQueen, Bottega Veneta, Burberry, Gucci, Hogan, Jimmy Choo, Loewe, Saint Laurent, Salvatore Ferragamo, and Tods’.
Delivery terms for Oversized items with or without assembly
Delivery

Delivery via our 3rd party logistics partner is available within Metro Manila subject to a corresponding fee. Average lead time for delivery shall be within 5 working days from the date the order was confirmed. To avoid delays, please ensure that all necessary entry permit / gate pass / worker’s pass required by the building / subdivision is secured prior to the scheduled delivery date. Fees related to the processing of the said permits / entry passes shall be for the account of the customer.

For deliveries of big furniture pieces (i.e., Grand/Sectional Sofa, King Bed, etc.), the customer confirms that:

  • The item can fit in the main entry door and/or the room where it will be placed.
  • The item can fit in the stairwell, hallway, and passageways.
  • The space and passageways are free of posts / beams which can hinder the entry of the item.
  • There is enough space in the stair’s half landings to accommodate the lifting / turning of the item.

For building units:

  • There is a designated service elevator which can be used to transport the item.
  • The proportion / size of the item can fit in the designated service elevator.

Note: The company shall not be liable for failed deliveries due to physical constraints in the location. Our standard delivery service does not cover the following:

  • Manual lifting of large / heavy items via stairs for more than 2 floors
  • Lifting of items using cranes / harness and other similar methods

The Company shall not be responsible for delays of delivery due to Force Majeure or other events which make the delivery considerably more difficult or impossible, even if binding time periods and delivery deadlines have been agreed. Those events permit the Company to delay the delivery or service for the duration of the hindrance.

If for any reason the Customer fails to accept delivery of any of the products despite Customer’s confirmation, or the Company is unable to deliver on time because the Customer has not provided appropriate instructions, documents, or authorizations / permits:

  • Risk to the Products shall pass on to the Customer (including damage caused by the loading / unloading of the goods).
  • Requests to re-deliver the item/s shall be charged with the corresponding delivery fee which must be paid in full before the item/s will be released.
  • Re-delivery shall be scheduled within five (5) working days after the failed delivery attempt.
  • Due to storage constraints at our Warehouse, we cannot keep sold items for more than 5 working days. Orders with failed deliveries which are left undelivered after the given period shall be canceled and refunded to the customer, less delivery charges paid.
Product Assembly

Upon delivery, our delivery personnel shall provide assembly services to ensure the completeness and good working condition of the item. However, the service excludes product installation (especially those which require the use of power tools; e.g., drilling & mounting of cabinets on walls, etc.) and disassembly after delivery.

Quality Guarantee

We guarantee the quality of our products. To ensure that the purchased item meets customer expectations, we shall request the customer / authorized receiver to inspect the condition and completeness of the merchandise upon arrival and immediately inform our delivery personnel should you note any issues with the delivered product.

Characteristics of Wooden Pieces

Majority of our furniture pieces are made of solid wood constructed using different wood species of varying origins and characteristics. As such, each item may have variations in color, texture, and grain due to the natural characteristics of the wood used in its manufacturing. Certain styles / pieces may also use wood veneers as part of its overall design. For more information and queries regarding our products, you may first email our customer service at concierge@trunc.ph.

Product Care

To care for your purchased item, kindly refer to the instructions indicated in the product manual.

Last updated on May 17, 2021.

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