Frequently Asked Questions

ORDER PROCESS

Most products you see at Commonwealth stores are available for purchase on our website. When you order from the Commonwealth website, we deliver your order right to your doorstep. You also get to enjoy complimentary services such as newsletter subscriptions and online exclusive promos.

Commonwealth, with a decade under their belt as an award winning specialty boutique, has set out on a new objective of becoming an internationally recognized and respected lifestyle brand. With a network of leaders in art, music, and counter culture at large, Commonwealth is regarded as part of the new wave of pioneers for culture and style.

To guarantee authenticity, the Commonwealth  inventory is directly supplied by the brands and designers in its collection. Certain items may also include the designer's own proof of authenticity, such as an authenticity card, a dust bag, packaging, etc.

No, you can purchase our products as a guest. However, we will be asking you to provide your email address and contact number upon checkout. This is for us to update you on the status of your order.

If you know what you're looking for, type it into the Search box at the top of the page. To browse through what’s available, select a category from the Navigation Bar at the top of the page. Or you can select your preferred brand from the list.

On our website, visit the product page of the item, select the size you would like to purchase, and click the "ADD TO CART" button. After you have added all the items you want to purchase in your shopping cart, follow the instructions on the screen to complete your order.

Once your order is placed, a standard processing time of up to 3 business days is required before the order is shipped out.

For questions regarding products, feel free to leave us an email at customercare@commonwealth-ftgg.ph

You may make changes to your order during the checkout process; however, once your order has been submitted, it cannot be altered.

All shoe sizes are listed in United States Men's sizing unless stated otherwise. If a shoe uses US Women's sizing, it will be indicated in the description.

Our goal is to provide you with exceptional service. To ensure timely delivery, we begin processing paid orders immediately after an order has been placed. Orders that have been shipped cannot be canceled or modified.

Customers may occasionally experience problems that are related to the security settings on their browser (Internet Explorer, Firefox, Safari, etc). If you are experiencing a problem when using our website, please send us an email at customercare@commonwealth-ftgg.ph

PAYMENT

We accept all major debit and credit cards, Paymaya, and GCash. You will be charged in Philippine Pesos and all items are VAT-inclusive. Your details are safe with us as we take security very seriously. We also verify transactions for fraud, so all credit and debit card transactions are subject to validation and authorization by both the card issuer and us.

Your discount/promo code has to be entered at checkout to take effect. Our discount/promo codes and their terms and conditions vary, so make sure to check the mechanics upon receipt and before use. Some discount/promo codes may not be valid on certain items, services, and brands.

Only one discount code can be applied per purchase on checkout.

Please try the following:

1. Check the card details (expiry date, billing address, etc.) on your account to make sure the information is correct.

2. Make sure you enter the security code correctly – that’s the three digit number on the back of your card.

3. Your card issuer may have declined your payment. Because they don’t tell us the reason for this, it’s best to contact them for details.

If you’ve tried all these and are still having problems, contact our Customer Service Representative by email at customercare@commonwealth-ftgg.ph with as many details as you can about the issue, including any error messages, and we’ll try to resolve it as soon as we can.

DELIVERY

We know how important it is to receive your goods when you expect them. We are working closely with our courier partners to deliver goods from our website to you. Deliveries can be made anytime between 8am and 8pm, but we cannot guarantee an exact date or time of when the order will actually be delivered.

We will deliver your order at the address of delivery as indicated by the customer upon placing the order. Please ensure that you enter your complete shipping address upon checkout. 

To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our courier partners. These details may allow them to provide you with delivery updates via SMS (text message) and/or e-mail.

Please be advised that it may not be possible to deliver to certain areas. In such cases, we will contact you to ask if you would like to proceed with the order by providing an alternative delivery address or cancel the order altogether.

All ordered products will be delivered in our own packaging. Please be careful when opening your order so as not to damage it, especially when using sharp objects. It is your responsibility to ensure that the product is not damaged during this process.

Upon shipment of your order, you will receive a shipping confirmation email with your tracking details. You can track your packages through the website of our third-party couriers.

All orders are available to Philippine residents only.

We are unable to change any part of your order or change the delivery or payment method once your order is complete.

If no one is present to receive your order, the courier will attempt to redeliver. If you refuse to accept delivery or are unavailable for two consecutive delivery attempts, we reserve the right to cancel the order and refund any amount paid to us.

If your order has not arrived by the estimated delivery date, please check the following:

1. Check the tracking information on the order confirmation email you received in the shipping confirmation email to check the latest delivery status of your order with our courier partners. 

2. Check if you have a text message, email or attempted delivery from our courier.

3. If you still can't find your package, please email us at customercare@commonwealth-ftgg.ph with your Order Number and any details you can provide about your order. We'll reply as soon as possible and do our best to locate your package.

We aim to resolve any issues with damaged items immediately. As soon as you discover a fault, please contact our Customer Service Representative at customercare@commonwealth-ftgg.ph with the order number, a photo of the damaged item, and a description of the fault. 

We’ll get back to you as soon as possible and send you a replacement as quickly as we can.

We want to resolve any issues with incorrect items immediately. Please contact our Customer Service Representative at customercare@commonwealth-ftgg.ph with the order number and the incorrect item's name and number. We'll reply as soon as possible and try to resolve it for you as quickly as we can.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If an item is still missing and any additional packages have not arrived within the estimated delivery dates, please contact our Customer Service Representative at customercare@commonwealth-ftgg.ph with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

RETURNS AND REFUNDS

Any product returned for exchange or for refund must have been purchased from the Commonwealth Philippines Web Store. Items may be exchanged within seven (7) days from the time the product was delivered. Items may be exchanged with other items for sale within Commonwealth Philippines Web Store only. Exchange of store products are not allowed.

The shipping fee for the original item will not be refunded and the shipping fees for the new item and the item to be exchanged will be shouldered by the buyer.

It is recommended to insure the return shipment as the customer is under a duty to take reasonable care of the goods and will be liable for damage to them until eCommerce receives the package. In case of dispute, it is also recommended for the customer to retain proof of sending.

Items that were bought on sale or any form of promotional discount cannot be returned nor exchanged.

Special releases may not be exchanged or returned.

We aim to resolve any issues with damaged items immediately.

As soon as you discover a fault, please contact our Customer Care team at customercare@commonwealth-ftgg.ph with the following details:

1. Order number

2. Full name and mobile number

3. Photos of the damaged item

4. Description of the fault. 

Commonwealth Philippines will evaluate each case to certify that the items in question are truly defective. Defective or damaged items reported within three (3) days of delivery will be replaced by Commonwealth Philippines without any further cost to the buyer. Items reported after the three day window will be invalid for exchange.