FAQ

WHAT IS THE BEST WAY TO CONTACT YOU?

The best way to contact us is thru e-mail, Viber, live chat or through our Facebook Messenger. We prefer these methods so we may document the conversation that transpired and avoid miscommunication.

See our contact us section.

DO YOU HAVE A SHOWROOM?

As we try to focus on providing the best customer service and experience, all orders will be coming from our website, www.muwebles.com.

HOW DO I REQUEST A QUOTATION?

Please send us an email with your company name, address, and contact numbers. Please include the items you’d like us to quote for you including the quantity needed and delivery address. You may also directly checkout the items and the email copy of your order may serve as your quotation.

See our contact us section.

DO YOU OFFER DISCOUNTS?

Yes, we do give discounts for bulk items; depending on the item, usually a minimum of 12 pcs per SKU. Please email us for more information.

WHAT PAYMENT METHODS ARE AVAILABLE?

We accept credit cards, debit cards, PayPal, PayMaya, Gcash, or bank transfer at our store.

DO YOU DELIVER NATIONWIDE?

We deliver within Metro Manila and nearby provinces. We do not deliver to Visayas and Mindanao as of the moment. However, we may contract a 3rd party cargo company if you wish your items to be shipped to Visayas or Mindanao. Message us if you need help with a quotation.

HOW LONG WILL DELIVERY TAKE?

Our estimated delivery lead times within Metro Manila will depend on product status. For deliveries outside Metro Manila, give an additional of at least 3 business days to a week, depending on your location.

IN STOCK STATUS: 1-5 business days
PREORDER STATUS: 10-20 business days
SOFA SETS (MTO): 25-30 business days
METAL PRODUCTS: 25-30 business days

Business Days are counted from Mondays to Fridays*

*Excluding Holidays.

**These estimated lead times are not applicable for COD orders.

CAN YOU DELIVER MY ORDERS AT A SPECIFIC TIME I WANT?

Unfortunately we can only guarantee that the delivery of your orders within the scheduled date. We request all customers to have someone wait and receive for the items on the day of our agreed delivery schedule. In cases that no one will receive the items, please let us know at least a day before the scheduled delivery to avoid incurring charges. Our delivery team will inform you (through sms or phone call) if they are already on their way to lessen the wait time.

THE ITEM I ORDERED IS DIFFERENT FROM THE PICTURES POSTED?

Muwebles makes every effort to provide high quality images, and measurements to assist you in selecting your furniture. However, images may vary in color depending on many factors (i.e. lighting when photo was taken, monitor color settings, etc.). Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your orders, we suggest contacting us by phone or e-mail in order to further assist you.

Please note: We will not be responsible for color variations or measurements that are slightly off as we only acquire these from our suppliers. All Returns will be subject to our return and policy fees. Be sure to let our delivery team know while they are still within your premises, once they leave and you have accepted the item/s; they are considered sold.

We may charge a handling fee for undamaged returned items, 20% of the item price or P1,000, whichever is greater.

DO YOU OFFER WARRANTY?

All products come with a standard manufacturer’s warranty against factory defect. We allow returns for items damaged STRICTLY within 7-days from date of delivery, provided the qualifications are met. Replacement of damaged items due to factory defect will be offered until supplies last, otherwise you can choose another item. 

No monetary refund shall be given if the chosen item is of lesser value. If item is of higher value, buyer assumes the price difference.

DO YOU CHARGE ASSEMBLY FEES?

Small items are usually delivered assembled, unless instructed otherwise. We may require assembly fees for beds and large wardrobes that are assembled on site.

CAN I ASK FOR A REFUND IF YOU CAN’T MEET MY DEADLINE?

No. Due to processing time and traffic, we can’t commit to delivery date or time requests. However, we will always coordinate with you on your delivery date. We have posted estimated delivery lead times per product, please be guided accordingly. If you have a target delivery date, please place your orders ahead of time to ensure that you’ll meet your deadline.

WHAT IS THE RETURNS POLICY FOR ITEMS PURCHASED AT MUWEBLES?

Items sold at Muwebles are covered by a 7-day return. All you need to do is ship the item back to us. Store credits are issued once the item is received and cleared by our warehouse team. The initial delivery charge is non-refundable and non-convertible to store credits. A restocking fee of 20% or Php1,000 (whichever is higher) will be charged for returned items. Please note that we reserve the right to refuse a return or replacement if it has been evaluated by our Quality Control team that the items went through abuse and/or misuse.

RETURN ELIGIBILITY: (Must meet ALL requirements)

• Item must have the original box/packaging
• Unused condition
• Unassembled and unmodified unit. (I.E. bed frames or wardrobes)
• Must have the original receipt

Items that cannot be returned includes:

1. Clearance/Sale Items
2. Gift Certificates
3. Personalized, Customized, Made to Order Items.
4. Appliances
5. Bedding, Pillows, Cushions, Etc.
6. Items marked as “Non-Returnable”

HOW TO RETURN AN ITEM?

The customer must contact us through our contact us page and specify the order number and a brief explanation for the reason for return. Items will be inspected by our Quality Control team for verification. The customer is responsible for the shipping back items. No returns will be accepted without prior approval of return. If an order was picked up at the store, the item must be returned at the store. If an order was delivered, you may return the item at the store. We also offer pickup services for an additional fee. Returns may only be approved for the following reasons:

1. DEFECTIVE ITEMS.
   • Upon delivery or arrival of the items, we strongly require customers or its representatives to carefully inspect the items for any functional damages, factory defects and note it on the receipt.
   • We would decline reasons like:
     • “I am in a hurry and was not able to fully check the items.”
     • “Your crew was in a hurry and did not ask to inspect the items.”
     • “I was not around or the person who received the items is not authorized when the delivery arrived, so I was not able to check.”
   • If there are damages upon delivery, PLEASE DO NOT RECEIVE THE ITEM.  
2. ITEM IS NOT AS ADVERTISED.
3. WRONG PRODUCT DELIVERED.

Additional Notes:

• Damage incurred due to misuse of the items is not covered by warranty/returns policy.
• Warranty does not cover wear and tear.
• Change of mind regarding the purchase made does not entitle the customer for refund or exchange under Republic Act 7394 or the Consumer Act of the Philippines.

REVERSAL OF FUNDS

1. Processing of refund shall take 30 working days from the date of approval for cash payments and may take an additional 15 days for credit card and online payments, which includes bank processing.
2. The mode of refund will be based on the original payment mode.
3. Gcash payments will be reversed only via store credit.