Frequently Asked Questions
What time is your online business hours?
We are open from Monday to Friday from 9:00 am to 4:00 pm. Online purchases can still be made during weekends and holidays, and will be processed on the next business day.
How do I place an order on your website?
To place an order, kindly make an account on our website. Place your chosen item/s in your cart and proceed to check-out to complete order placement. Once order is placed, you will receive a confirmation email acknowledging your order. Orders will only be processed once payment is confirmed.
How can I create my Personal Account on your Website?
What are your modes of payment?
We partner with trusted payment gateways to offer multiple payment options for your convenience:
- Dragonpay – to pay with Dragonpay, a pop-up window shall appear so you can choose your preferred mode of payment. The following are the payments channels you can choose from:
- Online Banking – BDO, Chinabank, PNB, RCBC, Unionbank, UCPB, Security Bank, EastWest, Metrobank, BPI, Landbank, AUB, PS Bank
- Over The Counter (Bank) – BDO, Chinabank, PNB, RCBC, Unionbank, UCPB, Security Bank, EastWest, Metrobank, BPI, Landbank, AUB, PS Bank, Robinsons Bank
- Over The Counter (Non - Bank) – Dragonpay Credits, Bitcoin, Cebuana Lhuillier, LBC, Bayad Center, M.Lhuillier, Robinsons Dep’t. Store, SM Dep’t / Supermarket / Savemore Counter, ECPay, Metrobank Remit, PNB Remit, Ventaja, CashU
You will receive an email instruction from Dragonpay with your reference number. Kindly follow the steps provided by Dragonpay to complete your payment.
- PayPal – if you are a credit/debit card user or you have an account with PayPal, you may pay using PayPal. You will be redirected to PayPal interface to complete your payments.
You will receive an email from PayPal to confirm your payment receipt.
Can I checkout using Paypal even without a Paypal account?
Yes! You can pay through PayPal as a guest using your Debit/Credit Card. To pay, Choose Paypal as your payment option. Paypal will then ask you pay as a guest or login to an account. Click "Pay with a debit or credit card" to proceed as a guest, key-in your card details and billing information, and Paypal will proceed to process your payment in real time.
What is your maximum delivery time?
|Type of Item||Door to Door (Local and International)||Store Pick-Up||Store Pick-Up (Rush)|
|Instock||7-10 days||10-14 days||3-5 days|
|Pre-Order||52-55 days||55-59 days||48-52 days|
|Combined Orders||Max LT*||Max LT*||Max LT*|
*LT - Lead Time
If your order is a combination of in-stock and pre-ordered items, maximum lead time of delivery applies.
For Door to Door (Local and International) delivery, our partner couriers allow only up to two (2) consecutive delivery attempts, if it will not be received for any reasons thereof, it will be shipped back to our warehouse and you will be charged for the re-shipment of your order.
What are your shipping methods?
We offer D2D delivery for both local and international shipping with a shipping fee that varies based on delivery location.
You may also pick-up your order/s in our Royal Gem and MyGold Branches. The following are our pick-up store locations:
- Royal Gem – Metro Colon, Cebu
- Royal Gem – Mandaue, Cebu
- Royal Gem – Metro Ayala, Cebu
- Royal Gem – Alabang
- Royal Gem – Metro Market-Market
Free shipping applies with a minimum order amount of five thousand pesos (PhP 5,000) for local shipments only. Lead time for D2D and Store pick-up applies.
Handling Fee applies Store Pick-up (rush).
To guarantee your items’ protection, all items sold online are ensured.
How can I contact you?
Simply enter your Email Address and Subject along with your Message and click the ‘Submit’ button. You will receive a ticket number to confirm receipt of your concern. We will attend your concern within 48 hours.
Do you ship internationally?
Yes, we now ship internationally with FedEx.
The following are the countries that we serve:
|Bahrain||Hong Kong||Japan||Qatar||United Arab Emirates|
|Canada||India||Kuwait||Saudi Arabia||United States|
Can I let someone pick-up my order in my behalf?
Yes you may, kindly inform your authorize representative to bring the following:
- Required ID of the person who made the order and his/her representative
- Signed authorization letter and a scanned copy of the Order Confirmation Receipt for verification of claim.
Do you accept returns?
Items sold on our website goes through strict quality control procedures before it is shipped, and all items shipped are fully insured in case of loss or damage.
If in case there are damaged, defective, or incorrectly shipped items, we will gladly replace them. You may contact us by filling out our Customer Service Form for further assistance in your concern within 24 hours of order receipt, to make a request for your concern.
You will receive an email on the manner and procedure concerning your requests.