Frequently Asked Questions


What Shipping Methods Are Available?

Our shipping methods may vary since our Brand Partners are handling shipments. For same-day delivery, send us an email at orders@thepenthouse.ph as soon as payment is settled.

Do You Ship Internationally?

We only ship to addresses within the Philippines, at the moment.

How Long Will It Take To Get My Package?

Metro Manila shipments: 1-5 business days
Provincial shipments: at least 5-10 business days

  1. For same day delivery, our team will confirm availability of stocks first.
  2. Our couriers are third party providers with operations beyond our control. Kindly note that we will not be liable for packages that are delayed, stolen, lost or damaged during transit.

To avoid this:
  • Fill out order form information accurately.
  • Ensure availability of recipient in the provided address.
  • Anticipate and respond to calls and texts from the courier


    What Payment Methods Are Accepted?

    Payment methods are bank deposits through BDO and GCash. We're currently working in order to offer more payment options in the future. We'll be sure to update these as soon as it's possible.

    Is Buying On-Line Safe?

    Yes, purchasing from our online store is extremely safe and secure. We do not store your credit card details nor do we share your personally identifiable information with any third party.


    How do I place an Order?

    1. Add the items to the cart
    2. Check out and fill-up the details.
    3. Settle the payment.
    4. Send Proof of Payment at payments@thepenthouse.ph
    5. Check your emails/SMS for shipping updates.
    6. Receive your package.

    How Can I Return Or Change My Order?

    Regular-priced items are accepted returns and exchanges up to seven (7) days from the date when the order is received, where day one is the receiving date. However, items at the sale and markdown prices, or using vouchers are not applicable for returns and exchanges.

    Please note that returns and exchanges of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for returns and exchanges.

    Returns and exchanges are only for items found damaged upon arrival, the wrong item is delivered or change of size (for clothing). You may visit any The Penthouse branches in order to process your returns.

    Can I edit the items in my order?

    Once your order has been placed, you won't be able to edit the items in it. This is to prevent delays or mix-ups in the preparation of your order. We hope you can double-check your items before proceeding to Checkout so that you're assured a worry-free shopping experience. This policy also applies to items that were accidentally ordered, multiple orders of one item, and requests to combine orders.

    How Do I Track My Order?

    Since our brand partners are handling most of the shipments, couriers may vary. Order updates and tracking details are usually sent through email. You can also send us an email at orders@thepenthouse.ph

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