Frequently Asked
Questions
Orders & Payments
Q: How do I place an order?
A: Orders may be placed through our official website and our social media account (@fivetoninestudioph). After checkout, you will receive an order confirmation via email or direct message.
Q: When is my order confirmed?
A: Orders are confirmed only upon receipt and verification of full payment. Please reply to the order confirmation email or message and attach your proof of payment.
Q: What payment methods do you accept?
A: Accepted payment methods are indicated during checkout or announced per drop. Payments must be completed within the stated payment window to avoid automatic cancellation.
Cancellations
Q: Can I cancel my order?
A: Cancellations are allowed only before payment. Once payment has been made, all orders are considered final and cannot be cancelled.
Q: What happens if I fail to pay on time?
A: Orders that remain unpaid after the payment deadline will be automatically cancelled without prior notice.
Returns & Exchanges
Q: Do you accept returns or exchanges?
A: Due to the nature of our products—hand-poured, small-batch, and limited releases—all sales are final. We do not accept returns or exchanges due to change of mind.
Q: What if my item arrives damaged or incorrect?
A: Please contact us within 48 hours upon receipt and provide clear photos and an unboxing video. Approved claims may be eligible for a replacement or store credit, subject to evaluation.
Q: What items are not eligible for replacement?
A: Items damaged due to mishandling, improper candle care, normal wear, or courier delays beyond our control are not eligible for replacement.
Shipping
Q: Where do you ship from?
A: All orders are shipped from the Philippines.
Q: What shipping options are available?
A: We offer the following options:
- Seller-arranged courier options (as listed during checkout)
- Customer-arranged courier services (e.g., Grab, Lalamove), with shipping fees fully shouldered by the customer
Q: When will my order be shipped?
A: Orders are typically shipped within 3–5 business days. For orders placed during holidays or long holiday periods, the processing time will begin on the first regular business day following the holiday.
Q: Who shoulders the shipping fee?
A: Shipping fees are shouldered by the customer unless otherwise stated.
Q: Are you responsible for courier delays or lost parcels?
A: Once the package has been handed over to the courier, Five to Nine Studio is no longer liable for delays, damage, or loss. However, we will assist in coordinating with the courier whenever possible.
Limited Editions & Pre-Orders
Q: Are your items restocked?
A: Some collections are released as limited or first editions and may not be restocked. Availability will always be clearly indicated.
Q: How do pre-orders work?
A: Pre-orders secure your slot in an upcoming batch. Availability and estimated shipping timelines are announced together with each pre-order release.
Candle Care Disclaimer
Q: Will all candles look exactly the same?A: Slight variations in appearance are natural due to the handmade process and are not considered defects.
For further concerns, please contact us through our official email, hello@fivetoninestudio.shop or social media channels.
Thank you for supporting Five to Nine Studio.