Where do you currently ship?
We ship nationwide to selected areas, including Metro Manila.
Do you ship same day delivery?
If you require urgent service, we recommend GrabExpress or Lalamove. Please reach out to us so we can assist you. Please note that we do not have control over 3rd party couriers. While we strive to keep you informed, we cannot be held responsible for any damage or delays caused by the couriers.
What should I do if my order is lost, damaged, or stolen?
If something happens to your package, you can file a claim by emailing us at hello@theprojectperfume.com and writing “LOST/DAMAGED/STOLEN” as subject or an introduction and include your order info. Such as, your name, order ID and a picture or video of the item/s (required if under “DAMAGED”- showing the full bottle and nozzle). Once reviewed, we’ll work with you to quickly resolve it (usually within 1–2 business days).
Claim windows: Stolen package (marked as delivered): File a claim 10 days after the delivery date.
Damaged items: File within 10 days of delivery and include photos of the package and item (e.g. showing full bottle and nozzle).
Lost package (not updated in tracking): File 7–30 days after the last tracking update.
IMPORTANT: Please double-check your shipping address before placing an order. If the address is incorrect or incomplete, we will not cover the package.
Can I change my shipping address?
Once an order is placed, we’re unable to make changes due to our automated fulfillment process. Please make sure all order details—especially your shipping address—are correct before checking out. We cannot be held responsible for misdelivered packages if the wrong address is provided.
Our customer service team is available Monday to Sunday, 9AM – 3PM. If you contact us outside these hours, we’ll get back to you the following day.
How much does shipping cost?
Shipping is free for orders worth ₱2,000 and above. For orders below ₱2,000, the shipping fee will be based on your location and our third-party courier’s rates.
When will my order ship?
How Shipping Works
1. You order, we process, then we ship. Orders are processed within 1–2 business days. Orders placed after 3 PM will be processed the next business day.
2. Shipping times. Depending on your location, delivery usually takes 2–7 business days. We ship Monday to Friday (no weekends or holidays).
3. Order updates. You’ll receive a confirmation email right after placing your order.
Once shipped, you’ll get another email with a tracking link to follow your package.
Where is my order?
If you have issues tracking your package, please WhatsApp us at +6396-0446-5162 or email us at hello@theprojectperfume.com and we’ll gladly look into it.
Can I cancel my order?
Once an order is placed, it cannot be changed or canceled. Our system processes orders quickly to make sure your package ships out fast—so please double-check all details, especially your shipping address, before completing your purchase.
What should I do if I have problems with the tracking ?
Sometimes carriers take 1–2 business days to update your shipment status. If your tracking number isn’t updating or working, please reach out to us via WhatsApp at +6396-0446-5162 or email us at hello@theprojectperfume.com, and we’ll look into it for you.
What should I do if I have issues with my order ?
Although we’re not responsible for lost, held, or damaged packages, we still want you to have the best experience with us. If you run into any issues, please reach out via WhatsApp at +6396-0446-5162 or email us at hello@theprojectperfume.com and we’ll do our best to help resolve the situation.
What if my order never arrives, damaged or is stolen?
You can easily file a claim for a lost, stolen, or damaged package. If something happens to your package, you can file a claim by emailing us at hello@theprojectperfume.com and write “LOST/DAMAGED/STOLEN” as subject or an introduction and include your order info. Such as, your name, order ID and a picture or video of the item/s (required if under “DAMAGED”- showing the full bottle and nozzle).
Once reviewed, we’ll work with you to quickly resolve it (usually within 1–2 business days).
Claim windows: Stolen package (marked as delivered): File a claim 10 days after the delivery date.
Damaged items: File within 10 days of delivery and include photos of the package and item (e.g. showing full bottle and nozzle).
Lost package (not updated in tracking): File 7–30 days after the last tracking update.
IMPORTANT: Please double-check your shipping address before placing an order. If the address is incorrect or incomplete, we will not cover the package.