Frequently Asked Questions

Shopping online is quick and easy!

Step 1: Add to Cart

Browse our collection and click "Add to Cart" on your preferred item(s).

Step 2: Proceed to Checkout

Click the Shopping Cart icon, review your selected item(s), then click Checkout.

Step 3: Enter Your Information

Please complete the following required information:

• Email Address or Mobile Phone Number
• Country/Region
• First Name
• Last Name
• Street Address (House/Unit Number and Street Name)
• Apartment, Suite, Building, or Landmark (Optional)
• Barangay
• City
• Region/Province
• ZIP/Postal Code
• Mobile Phone Number

For Philippine Deliveries:
If applicable, please enter your building name, unit number, or landmark in the Apartment, Suite, etc. (optional) field to help our courier locate your address.

For International Orders:
Please provide your complete address, including your State/City, Country, Postal/ZIP Code, and Contact Number.

Step 4: Review Your Order

Before submitting your order, carefully review the following:

• Product Name
• Size
• Color
• Heel Height
• Quantity
• Delivery Address
• Contact Information
• Shipping Method
• Total Amount

Step 5: Complete Payment

Select your preferred payment method.

You will be securely redirected to complete your payment using your chosen payment option.

Step 6: Order Confirmation

After successfully placing your order, you will receive:

• Order Confirmation Email
• Order Summary
• Order Reference Number
• Delivery Information

Important Notes

• Please check your Spam, Junk, or Promotions folder if you do not receive your confirmation email within a few minutes.
• Please ensure that your email address, mobile number, and delivery address are correct to avoid delays in order confirmation, shipment updates, and delivery.
• Shipping options will only appear after you have entered your complete delivery address.

We currently accept the following payment methods:

·  Bank Transfer

• BDO Online Banking
• BPI Online Banking

·  Credit Card

·  Debit Card

·  BancNet

·  GrabPay

·  UnionBank (UBP) Online

Please ensure that your payment is successfully completed before your order can be processed.

We proudly ship:

• Nationwide (Philippines)
• Worldwide (International)

NOTE:

International shipping fees vary depending on:

• Country
• Package Weight
• Courier Charges
• Taxes and Customs Fees (if applicable)

Customers are responsible for any customs duties, import taxes, or additional government charges imposed by their country.

ORDER PROCESSING & DELIVERY

Please note: Delivery times may vary depending on the destination, courier service, weekends, holidays, and force majeure events.

Processing Time
Orders are prepared within 2–3 business days after placing the order.

Estimated Delivery Time

Metro Manila
• 1–3 working days via Lalamove or preferred courier

Mega Manila & Luzon
• 3–7 working days via LBC Door-to-Door

Visayas & Mindanao
• 7–15 working days via LBC Door-to-Door

International Shipping – DHL
• Asia: 5–10 working days
• USA/Canada: 7–15 working days
• Europe: 7–15 working days
• Middle East: 7–15 working days

Please prepare the following:

• Order Confirmation
• Valid Government-issued ID

The name on the ID should match the order details whenever possible.

Yes.

If you cannot personally receive your package, you may authorize another person.

Please prepare:

• Order Confirmation
• Signed Authorization Letter
• Copy of Customer's Valid ID
• Copy of Representative's Valid ID

NOTE:

The representative must present the original ID upon delivery if requested by the courier.

Don't worry.

If delivery was unsuccessful:

• Our courier will attempt to contact you.
• Delivery may be rescheduled.

Please note:

• Additional delivery fees may apply.
• Rescheduling depends on courier availability.

You may also contact us:

📧
support@jojobragais.com to update your contact details.

NOTE:

Orders left unclaimed for an extended period may be returned to our warehouse. Additional shipping fees will apply for redelivery.

Primary IDs

We accept any of the following:

• Passport
• Driver's License
• UMID
• SSS ID
• GSIS ID
• PRC ID

Secondary IDs

(At least two)

• Postal ID
• Voter's ID
• TIN ID
• Company ID
• Senior Citizen ID
• NBI Clearance

NOTE:

IDs must:

• Be valid
• Not expired
• Clearly show photo and signature

Orders may only be cancelled if they have NOT yet been packed or shipped.

Send an email to:

📧 support@jojobragais.com

Include:

• Order Number
• Full Name
• Reason for Cancellation

Once the order has already been shipped,

Cancellation is no longer possible.

NOTE:

Approved refunds for cancelled orders follow our refund processing timeline.

You can return and exchange order, but only under the following conditions.

Eligible reasons include:

• Wrong Item Received
• Wrong design, color, size, heel height
• Factory Defect
• For validation by the Factory Production Manager.
• Damaged Item
• Valid upon submission of an unboxing video.

Requirements:

• Item must be unused.
• Complete original packaging.
• Shoe box must not be damaged.
• Return requests must be submitted within 5–7 days of receiving the item.

For wrong size requests:

The customer shoulders:

• Return Shipping Fee
• Replacement Shipping Fee

Returns are subject to inspection and approval.

We’re sorry for this issue. Please report the damaged (physical damage, dents, scratches) or wrong item within 24 hours to our customer service team. Also send a photo of the physical appearance of the product and unboxing video to support@jojobragais.com

Please report the defective item within 5-7 days after receiving your order to our customer service team at support@jojobragais.com Our customer service representative will get in touch and arrange your return request soon.

Claims without a complete unboxing video may not qualify for replacement.

Send us an email with your order number at   support@jojobragais.com Our customer service representative will look into it and have the missing item delivered at the earliest convenience.

Refund processing begins only after your request has been approved.

Estimated processing:

·      15 – 30 Business Days depending on:

Payment Method

·      Bank Processing Time

·      Verification

NOTE:

Actual crediting time depends on your payment provider or bank.

You have 5-7 days upon receiving your order to return any items, provided that they have not been worn or damaged. All products should be returned in the original box and must be in their original condition. The customer will shoulder shipping of the previous item to our office as well as the shipping of the new item. We can process exchanges for the same style in different sizes or a different style with the same amount but these are subject for approval.

IMPORTANT:

Damaged, worn, dirty or any shoes that we believe have been used will NOT be accepted. This also includes any items outside of the 5-7 days return period.

Requests beyond the return period will automatically be declined.