FREQUENTLY ASKED QUESTIONS
RETURNS & EXCHANGES
1. Do you accept returns and exchanges?
Yes, we accept exchanges for full-priced products only, within seven (7) days of purchase (Day 1 is when the order was received based on the courier status report). The products to be returned and exchanged have to be unused, unwashed, unworn, undamaged, and with all the original tags in place. Products have to be in their original packaging as well. Shipping fees for the product being returned, as well as the replacement, are to be shouldered by the customer. There is also a replacement fee of P300 to cover handling, packaging and transaction fees. Spinkie reserves the right to decide whether the product is indeed eligible for return and exchange, that is the product is unused, unwashed, unworn, undamaged, and with all tags in place.
Products bought during a promotion (i.e. sale, free shipping, etc.) cannot be returned or exchanged, unless the wrong product was shipped to you.
We also cannot accept returns and exchanges for the following products due to health reasons: hair accessories and undergarments (dresses with bloomers)
2. I bought my order during a sale but it doesn’t fit. Can I exchange it?
All purchases made during a sale are final and cannot be returned or exchanged unless the wrong product was shipped to you.
3. Can I get a price adjustment on my order?
Sorry, once an order has been placed, we cannot do any price adjustments anymore. We suggest registering on the site and following us on Instagram (@spinkiebaby and @spinkiewear) so you get first dibs on our promos.
4. How do I return and exchange an order?
Please email sharon@spinkie.com with the following details: (1) your order number, (2) reason for return and exchange, (3) photos of the product, and (4) item you want to replace it with. You may only replace your order with the same product but different size or color, or another product of equal or higher value. There is a replacement fee of P300 to cover handling, packaging and transaction fees. You also need to settle the shipping fees for the product being returned, as well as the replacement.
Note: All orders placed during a SALE/ Free Shipping Period are FINAL unless the wrong item was shipped to you.
5. The item I received is damaged. Can I have it exchanged?
We have a quality control team that triple-checks each item before shipping out. In case we accidentally miss something, we apologize for this. Rest assured that we will take care of the replacement. Please email sharon@spinkie.com with your order number and a clear photo of the product received, especially the damaged portions. Please make sure to contact us within seven (7) days of receiving your order.
6. I received the incorrect item. Can I have it replaced?
Yes, if you received a totally different product from what you ordered (ex. You ordered a Swan Princess and received a Bunny Princess instead), we will send you the correct item. We also take photos of the orders before being shipped out so we can check this on our end. Please email sharon@spinkie.com right away with your order number and a clear photo of the product received. Please make sure to contact us within 7 days of receiving your order.
PRODUCT AVAILABILITY AND SHIPPING
1. What does AVAILABLE ON BACK-ORDER / ON PRE-ORDER mean?
This means that the item is not yet in stock but we are accepting advanced orders. We usually put the sign ON PRE-ORDER and we always indicate the number of days before the item becomes available for shipping.
2. Do you ship to my country?
We ship anywhere in the world, except for Brazil, Venezuela, and India. If you are from any of these countries and wish to order, please email sharon@spinkie.com or send us a direct message for assistance.
For Russia, you may order from our reseller, Baby Room Sleep (IG: @baby_room_sleep)
3. When will you ship my order?
If an item is on-hand, we can process and ship out your order within 1 to 3 business days. Once shipped, delivery within the Philippines takes 1-5 business days. It might take longer for some areas with limited local shipping schedules. For international orders, delivery usually takes 3 to 5 business days.
For items on backorder or on pre-order, orders will be shipped out after the specified number of pre-order days.
Once we have shipped out your order, we are no longer liable for any delays, losses, or additional fees imposed by your country’s local customs.
4. How long before I get my order?
Once shipped, delivery within the Philippines takes 1-5 business days. It might take longer for some areas with limited local shipping schedules, and unfortunately, this is beyond our control. For international orders, delivery usually takes 3 to 5 business days.
For items on backorder or on pre-order, they will be shipped out after the specified number of pre-order days.
Please note that Spinkie is not responsible for any delays brought about by a country’s local customs.
5. Do I have to pay duties and taxes?
Should your country’s local customs decide to charge you additional fees, duties and taxes, it is your responsibility to settle these. The shipping fee you paid for does not include customs fees and other importation charges.
6. Who is your courier?
We ship internationally via DHL Express. Philippine orders are shipped via W Express.
7. Can I get same-day delivery for my order?
We can only allow same-day delivery during office hours (9 AM– 6 PM) on weekdays (Monday to Friday). You may book your own delivery rider and settle the shipping fee directly with them. Please send us a Direct Message, email or Viber, if you plan to have your order picked up.
8. How much is the shipping fee?
International shipping fee varies and is dependent on the items in your cart. To check, you may enter your country and click UPDATE to calculate shipping.
Orders placed in the Philippines with a total of Php 3,000 and above get free shipping. For orders worth P2,999 and below, the shipping fees are: Php 250 for NCR and Calabarzon, and P350 for the rest of Luzon and VisMin.
9. How do I track my order?
Once shipped, we will email you the tracking number of your order. Please make sure to enter the correct email address when you register on the site. If you did not receive any email, please check your spam/junk folder.
SPINKIEWEAR FAQs
1. Where is your size guide?
Each spinkiewear item has its own size guide. Please make sure to double-check the size guide before finalizing your order.
2. My daughter is in between sizes, which size should I get?
It is always a good idea to size up.
3. Do you customize clothes?
We don’t customize at the moment. We already have styles and colors available for each special occasion, such as weddings, birthdays, and baptisms.
4. Do you have clothes for babies?
We have clothes for babies as young as 6 months. Please make sure to check the size guide.
CANOPY FAQs
1. What are the dimensions and prices of the canopies?
2. Are the colors of the canopies on your website accurate?
We try our best to capture the most accurate color of each canopy. However, there are just some colors that are really tricky. Our champagne for example, may look darker in person, depending on the lighting in the room where you place it. Feel free to browse our Instagram photos @spinkiebaby to see more pictures of the canopy you want to order. Please note though that some of the photos you see on Instagram from stylist collaborations may have used different lighting. To really make sure of the color you’re getting, you may order a fabric swatch or a pom garland first. You may also contact us and we can send you more photos for reference.
3. Which canopy is best for a high ceiling?
Our Princess Canopy is the longest canopy (canopy is 100 inches long + ribbon loop on top is 10 inches) and is perfect for higher ceilings. However, you may also attach a thick nylon string to any of the canopy ribbon loops to adjust the height of any canopy.
4. I bought a canopy but it’s too short for my room. How do I fix this?
You may tie a thick nylon string to the hanging loop of the canopy to make it longer. You may also hang your canopy from an elbow shelf attached to your desired height on the wall, versus hanging the canopy from a hook on the ceiling.
5. How do I clean the canopy?
It is best to clean your canopy regularly using a vacuum cleaner along with sterilization. For any stains, please try to spot clean using a soft wet cloth.
6. Will the canopy fit over a full, double or queen-sized bed?
Yes, the canopy can drape nicely over a full, double, or queen-sized bed. We have some photos on our Instagram @spinkiebaby. You may put it directly on top or just position the canopy to the side of the bed as an accent.
