GENERAL

Where are your products made?

All of our pieces are designed and handcrafted in small batches by our team here in the Philippines. We also employ people from communities in Marikina City, Antipolo City, and Sorsogon for the production of some of our designs.

 

Where are your gemstones from?

The gemstones we use are sourced from different countries around the world through various trusted local and international suppliers.

 

Are the gemstone sizes indicated exact?

As most gemstones are natural materials and the processing methods employed to turn them into finished forms (beads, cabochons, etc.) are not 100% the same across all productions, slight differences in sizes are expected. We usually round off the gemstone sizes to the nearest 0.5-1mm.

 

 

DELIVERY 

Do you ship internationally?

Currently, we only ship to the Philippines, but we are working on ways to bring Paul Raymond worldwide.

 

How much does shipping cost?

Standard shipping is a flat rate of P99. Free standard shipping for orders P3,500 and up, anywhere in the Philippines.

 

How long does shipping take?

We usually ship out orders within 2-3 business days after purchase. As a small team, we do our best to ship out orders ASAP. During sales, new product drops, and holiday season, please allow a few more days for orders to be processed.

Your parcel is usually delivered within 1 to 7 working days after dispatch. However, shipping may take longer than 7 days depending on different factors.

Deliveries may also incur slight delays during holiday periods and events out of our control involved in the logistics chain, such as natural disasters, roadblocks for strikes, demonstrations, health problems. Most couriers do not deliver on/near holidays, such as New Year, Holy Week, and Christmas, and may not deliver on weekends.

 

How will I know my order has been shipped?

We will send you an email once your order has been shipped out.

 

Can I have my order shipped to a different address?

Sure, just make sure to input the right delivery address during Checkout.

 

 

ORDERS

I'm having trouble placing an order. Help!

We are sorry to hear this. Please contact our Customer Experience team by using our Contact Us form or via email and we will do our best to resolve this issue for you.

 

Can I order over the phone?

Currently, we don't accept orders via phone. We only accept orders via this website.

 

Do you have stores third party e-commerce sites like Zalora, Lazada, and Shopee? 

Currently, Paul Raymond pieces are only sold here at paulraymondbrand.com and at shop.therockwellist.com (limited designs).

 

Can I change my order once it's placed? 

If you have placed an order incorrectly and would like to update it, kindly contact us contact us at hello@paulraymondbrand.com and we will be happy to help you out.

 

Can I use multiple promo codes at Checkout?

You can only use 1 promo/discount code per order.

 

 

PAYMENT

What are your payment options?

We accept payments via Credit/Debit Card (via PayPal Checkout), Philippine Bank Fund Transfer (BPI and Robinsons Bank), and GCash (applicable to the Philippines, Malaysia, Singapore, South Korea and Japan).

 

Do you accept Cash On Delivery?

Currently, we do not accept Cash on Delivery as a payment option.

 

 

RETURNS

What is your Return Policy?

We make sure that each product we send out has been checked thoroughly, making sure that all are in pristine condition. But, in the event of broken and defective items, we accept returns and will refund using store credits. We will happily refund any item within 7 days of receipt, providing it is returned in its original packaging with no signs of use or misuse. Refund will be in the form of store credits (can be used in-store or online).

Discounted purchases, engraved pieces, gift cards, custom pieces created at the Crystal Suite™ and discounted/marked down merchandise are considered Final Sale and are not eligible for return or exchange.

Read about our full Return Policy here: Paul Raymond Return Policy

 

I received a wrong item. What do I do?

Occasionally mistakes do happen and we will look to solve this as quickly as possible. Please contact our team using the contact us form or via email detailing the issue and we will be in touch. Please include your order number at all times when emailing our customer care team.