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 is ₱185 via JRS and ₱285 via LBC. 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 2-4 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.

5b. Do you have same-day delivery?

While we don't have same-day deliveries, we can arrange for rush orders to be picked up within 2 working days after payment. Use code: OWNPICKUP upon checkout to waive the shipping fee upon checkout for own booking. Please email us your proof of payment with the note that your order is for own pickup.

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-refundable.
For more information on our Return and Exchange Policy, please click here.

11. What are your payment methods?

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

12. What are your online store hours?

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

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

You may find our shoe care instructions here.

14. 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.