FAQs

HOW CAN WE HELP YOU?

Welcome to Jockey Philippines! We hope the Frequently Asked Questions below will help with most of the queries.

ORDER PROCESS

Do I need to open an account to buy?
Yes, you need to open/sign in to your account for you to enable to checkout.
Here is the link for you to sign up
https://www.jockey.com.ph/pages/sign-up-form
We also suggest signing up to our rewards point program to earn and use points to buy our products

How does the reward points work and how to earn and redeem?
"Click the ""Rewards Icon"" at the lower loft of the website's landing page.
Sign up now to earn 1 point for every P1 spent on any Jockey items purchased.
Points earned may be used to redeem items from the catalog.
Points will not be earned for purchases made prior to signing up for the program."

How to place order?
Select a product category from the menu.
Click a product you would like to view to see the product details, price, pictures, and product availability.
To order a product, click the product, select the color, size and quantity you want to order, then click the “ADD TO CART” button. The item will automatically be placed in your shopping cart.
Click “CONTINUE SHOPPING” if you wish to order more items. If you are done shopping, click “CHECKOUT".
Please make sure to review your order before checkout and have read the return and exchange policy

Please complete your shipping information:

Email Address
Full Name
Complete address ( House #, Street, Subdivision/Village, Barangay, City, Province
Cellphone number ( no spaces, no landline for courier reference during shipping)

What is your mode of payment?
We offer Cash-on-Delivery, Gcash, Paymaya, OTC, 711.

*For Paymaya/credit card transaction your order will be automatically tagged paid once approved and sucessfully paid, no need to send us proof of payment.

How much is your shipping fee?
Shipping Fee per region
GMA P100
LUZ P125
VIS P135
MIN P145

Do you offer free shipping?
Free shipping applies depending on our current promotions, please subscribe to our newsletter to get first dibs on upcoming promotions

How long does it take to process my order?
For GMA/LUZ - 2-5 days transit time
For VIS/MIN - 3-10 days transit time

*Due to travel restrictions enforced by the government, limited vessel in VIS/MIN areas were implemented which has caused some delays on your parcels.


How do I track my order?
An email will be sent to you with the shipping information ( tracking/waybill number )
Here is the tracking link of our courier partners:
Payo Asia: https://payoasia.secure.force.com/ShippingTracker/ShipBillTracking
Please wait a day for the tracking number appear on the courier website.

RETURN AND EXCHANGE PROCESS

Here is the link for our return policy, if you have read and confirmed, send us an email: cs@jockey.com.ph
https://www.jockey.com.ph/pages/return-policy

Can I return or exchange my order?
Due to the nature of our products and personal hygiene issues, we don't accept returns for underwear category, sale and free items.
Please make sure to review your order before checkout and have read the return and exchange policy

For cases submitted, we will review and get back to you on management approval
This will be subject approval and for product availability, provided the item bought will be returned within three days from delivery and in good condition unworn and undamaged, with its original tag and packaging. 
Shipping costs will be shouldered by the buyer and price difference will not be refunded.

In cases if the item is unavailable and return is approved, we will give you a store credit on the item and shipping fee return ( if applicable and approved by management)
All refunds will be in a form of store credit. No cash refunds will be facilitated.

How to cancel order?
If you want to cancel order, please email us at cs@jockey.com.ph
Cancellation will only be made if your order has not been processed yet and are COD transactions. For Paid transaction, please see reversal/refund policy.

Why the discount code is not working?
The discount code runs for a limited time and it varies depending on the promo.
Some discount codes cannot be combine with other discount code promotions
Send us an email cs@jockey.com.ph so we can hep you with your order

How does the free item work?
Sometimes we offer free item per amount x spent, or when you meet a certina x qty or collection bought
Some free items cannot be combine with other free item promotions
Subject for product availability

Why is some product sold out and when will you restock?
All of our stocks are out on the shop. We do check our inventory weekly,
rest assured we will try to restock these items as soon as we can. Meanwhile, may we suggest to look into our other
offering that we think you may also like. May we also suggest for you to sign up on our  "email me when available""
found on the product page of the out of stock item. You will be notified as soon as it's up on the shop. 

REFUND/REVERSAL PROCESS
Refund on fulfilled orders:
All refunds will be in a form of store credit. No cash refunds will be facilitated unless approved by management.

Refund on unfulfilled orders:
For Reversal transactions using your debit/credit card. Reversal will be under your issuing bank.
No other means of cash refund outside of the issuing bank or payment gateway. Reversal will be 7-15 days once the issuing bank approved the reversal.
For Refund transactions using your debit/credit card. Request will be 7 days from date of order. This will be subject for review and approval.

If you can't find the answer to your question, please feel free to message us at cs@jockey.com.ph