FAQs

1. How do we order?

First, visit our Size Guide to determine your size for the type of shoe you want. Once you know your size, select your preferred item and choose your quantity. Then, click Add to Cart. Repeat this process for any items you'd like to add to your order. Once you've finalized your orders, proceed to Checkout.

2. Do you have a physical store?

We currently do not have any physical stores or pop-up stores. Our store is fully online. We ship and deliver nationwide in the Philippines.

3. What courier do you use for shipping?

We currently ship via JRS or LBC nationwide and via Grab Express/Lalamove for selected areas in Metro Manila.

4. How much is your shipping fee?

Shipping fee is ₱155 within Metro Manila. For provinces, shipping fee starts from ₱185 depending on item and chosen courier. Our shipping rate is fixed per transaction and can accommodate any number of items. We shoulder any excess fees in case the actual shipping fee goes beyond the charged rate. Shipping is FREE for orders ₱5000 and above.

5. How many days will it take to get my order?

Delivery typically takes 3-5 working days for Metro Manila and 4-8 working days for provincial areas after payment. During peak seasons, we’ll notify you via email if your order requires additional processing time.

6. What kind of leather do you use for your products?

We use 100% premium genuine full-grain cowhide leather. For more information, please click here.

7. Where are your products made?

All our products are locally made and proudly handcrafted in the city of Marikina. Explore our workshop here.

8. Are your products on hand or made-to-order? Do you customize?

All our products are on hand and ready to ship straight to your doorstep. We currently don't accept customization, pre-orders, or made-to-orders.

9. What sizing do you follow for your shoes?

We follow standard women's Euro/local sizing for our shoes (i.e. 35-41). You may find view our Size Guide here. If you need any help with the sizing, please send us a message so we can assist you.

10. What is your Return and Exchange Policy?

We always want to make sure that you get the perfect fit, but in the event that the size isn’t right, we can do exchanges for wrong sizes within seven (7) days upon the arrival of your package.
To be eligible for exchange, your item must be unused and in the same condition it was received. It must also be in the original packaging.
If the item has been slightly used or if seven (7) days have already gone by since your purchase, unfortunately we cannot offer you an exchange.
Please note that there are no returns or exchanges for sale or discounted purchases.
Shipping fees incurred for return or exchange will be shouldered by the buyer. All shipping fees are non-transferrable and non-refundable.
For more information on our Return and Exchange Policy, please click here.

11. Do you offer same-day delivery or pickup?

We do not offer same-day delivery or pickup. However, if your order is fully paid and settled before 6:00 PM, we may be able to prepare it for pickup as early as the following afternoon, usually between 2:00 PM and 5:00 PM.
Please note that this arrangement is subject to our approval and operational capacity. If you wish to arrange next-day pickup, kindly message us before checking out so we can confirm whether we can accommodate your request.
Once your order is ready, you may book your own Grab, Lalamove, or other courier service for pickup.

12. I already placed and paid for my order, but I'd like to change the delivery method to my own pickup via Grab/Lalamove. Can I still do that?

Yes. If your order has not yet been packed, scheduled for dispatch, or handed over to the courier, we may allow you to change your preferred delivery method, subject to our approval and operational capacity.
For example, if you initially selected courier delivery during checkout but later decide to arrange your own same-day pickup via Grab, Lalamove, or another third-party courier, we may accommodate your request.
Please note: The shipping fee paid during checkout is non-refundable. The shipping service selected at checkout forms part of your completed order, and any subsequent request to change the delivery method is considered a customer-requested change after purchase.
If you choose to arrange your own pickup or third-party courier, all booking arrangements, fees, and delivery costs will be shouldered by the customer. No cash refund will be issued for the original shipping fee paid during checkout. However, we may place the paid shipping fee as store credit instead.
To avoid delays and additional costs, we encourage customers to carefully choose their preferred delivery method before completing their purchase.
Rob & Mara reserves the right to decline requests to change the delivery method once an order has been packed, scheduled for dispatch, or handed over to the courier.

13. What are your payment methods?

Payment methods are BDO, BPI, Metrobank, GCash. We accept bank deposit and online transfers.

14. What are your online store hours?

Our website is open for orders 24/7. Our customer service hours are Mon-Fri, 11AM-6PM.

15. How do we clean and take care of our leather shoes?

You may find our shoe care instructions here.

16. Where can we reach you easily?

You may send us a message using the chat button at the bottom corner of this page, email us at hello@robandmara.ph, or send us a DM on our Instagram @robandmaraph. Kindly note that our customer service hours are Mon-Fri, 11AM-6PM.