FAQs

ORDERS & PAYMENT

When is my order considered confirmed?
Your order is confirmed only after successful payment and once you receive your order confirmation email.

Will I receive a confirmation email?
Yes. Once your payment is verified, a confirmation email will be sent to your registered email address. This serves as proof of your completed order.
 
What if I entered the wrong email address?
Customers are responsible for ensuring their email address is correct. If you entered the wrong one, please contact us immediately.

Can my order be cancelled by the company?
Yes. We reserve the right to cancel or hold orders with incomplete, suspicious, or unverifiable details.

SHIPPING & DELIVERY

What delivery options are available?
You may choose between: Ship (For Delivery) and Pick-up

What happens if I choose Pick-Up?
Once your order is ready, we will send you an email confirmation with the pick-up instructions and location details.
 
How are shipping fees calculated?
Shipping fees (including any insurance fee) are automatically calculated at checkout based on: delivery location and actual or dimensional weight (whichever is higher)

What is Express Delivery?
Express Delivery rates vary depending on your location (e.g., Quezon City, Navotas City, etc.) and are automatically calculated at checkout.

What is Standard Delivery?
Standard Delivery rates vary by region (Luzon, Visayas, Mindanao, and island locations). The fee is shown before payment.

How long will delivery take?
Delivery timelines vary depending on your selected shipping method and location. After orders were paid and confirmed, the parcel will be shipped within 24-48 hours or within that or the next business day (excepts Sundays and Holidays). After the parcel has been forwarded to the courier, the Company doesn’t have any control over the delivery and shipping process. Delivery lead time is 1-3 days within Metro Manila, and 3-7 days to provincial areas. 
 
What if I provided incorrect shipping information?
Incomplete or incorrect details may result in delays or failed delivery. We are not liable for issues caused by incorrect information provided by the customer.

INSURED SHIPPING PROTECTION

What does Insured Shipping cover?
Insured Shipping protects against: Lost parcels confirmed by the courier, Parcels damaged during transit, Confirmed non-delivery due to courier-related issues. Coverage applies only while the parcel is in transit with our official courier partners.

What is NOT covered by Insured Shipping?
Coverage does not apply to: Incorrect shipping details provided by the customer, Recipient unavailable during delivery, Refused parcels, Orders marked “Delivered” with proof of delivery, Minor packaging dents without product damage, Damage due to mishandling after receipt, Customer or recipient negligence, Force majeure events (natural disasters, etc.).

FILING A CLAIM

When should I file a claim?
You must notify us within 24 hours of: The marked delivery date (if not received), or Receiving a damaged parcel

What documents are required for a claim?
Please provide: Order number, Clear photos of outer packaging, Clear photos of damaged item(s), Shipping label, Unboxing video (starting from unopened parcel), Failure to submit complete documentation may result in claim denial.

Where do I send my claim?
Please email all required documents to: customerservice@sartelara.com

How long does claims processing take?
Processing may take 7–15 business days, depending on courier verification and payment provider timelines.

What will I receive if my claim is approved?
Once approved, you may receive: Replacement (subject to stock availability), or Voucher, or Refund to your original payment method

Are shipping fees refundable?
Shipping fees are non-refundable unless the issue is confirmed as courier fault.

Is there a limit to the company’s liability?
Yes. Liability under insured shipping is limited to the actual purchase value of the affected item(s).

OTHER IMPORTANT INFORMATION

What happens if I don’t report an issue within 24 hours?
Items are considered received in good condition unless a complaint is filed within 24 hours of delivery.

Can the company update the Terms and Conditions?
Yes. We reserve the right to update or modify these Terms and Conditions at any time without prior notice.