FAQs

GENERAL DETAILS

WHAT IS USTORE?

UStore is an online platform that allows you to conveniently order your favorite Unilever products anytime by connecting you with an authorized distributor of Unilever Philippines, Inc.

Get your personal care products, home care must-haves, and food pantry essentials delivered straight to your doorstep. Shop your favorite brands such as Sunsilk, Cream Silk, Knorr, Lady’s Choice, Dove, Closeup, Domex, and Surf at UStore: your convenient one-stop shop for all your Unilever essentials!

Multiple payment options available with no minimum order required.

HOW DO I ORDER?

Ordering from the UStore website is easy. Just shop, checkout, and we will do our best to deliver your orders within 1-3 Working Days for GMA and 5-7 working days for Luzon, Visayas and Mindanao.

OPERATING HOURS

UStore online is open to take your order 24/7. Orders placed after 4 p.m. will be processed on the next working day.

IS SIGNING UP A REQUIREMENT FOR PURCHASE?

Yes, signing up is a requirement for orders on Ustore online.

CUSTOMER SERVICE: LIVE CHAT

If you have any queries, you may engage with our Customer Service through the Live Chat feature on Mondays to Fridays from 10AM to 6PM.

WHAT BRANDS DOES USTORE CARRY?

UStore carries the following Unilever brands:

Brands

ORDERS

MINIMUM PURCHASE REQUIREMENT

There is no minimum purchase requirement. You can order any amount and be able to check out with no minimum order requirement

ORDER STATUS

Purchases made online may be tracked on the My Orders tab. We will send you emails once your order and your payment have been received. An SMS will also be sent to notify you once your order is on its way.

ORDER GUARANTEE

Due to current restrictions, we will try our best to ensure your order is served in full but in the event that one of the items ordered is unavailable, we will remove it from your total bill and deliver the rest of your order. Refunds for purchases paid for online will ensue for the paid-for items and you will be refunded within 5-15 business days depending on your payment provider

CHANGES IN THE ORDERS

Orders that have been confirmed cannot be modified or cancelled except in instances where the item ordered is out of stock, items are damaged upon receipt, item is expired, and if the item was excluded in the delivery.

Returns due to change of mind and customer mishandling will not be allowed.

Refunds for purchases paid for online will ensue for the paid-for items and you will be refunded within 5-15 business days depending on your payment provider

MY ACCOUNT

PHONE NUMBER VERIFICATION

When you sign up online with your mobile number, please ensure we will be able to contact you.

MULTIPLE ADDRESSES

You can save multiple addresses in your account, so you don't need to fill it out every time you order.

NOTIFY ME

If a product you'd like to purchase is out of stock, you may use the Notify Me feature to receive an alert when the product becomes in stock. For those who have accounts, you may view your list in the My Alerts section of your account. For those who do not have accounts, you will need to input your email address so that we can notify you.

SHIPPING

AREAS COVERED

We are now delivering nationwide.

DELIVERY LEAD TIME

We will do our best to deliver your order within 1-3 Working Days for GMA and 5-7 working days for Luzon, Visayas and Mindanao, but please anticipate a few delays given Extended Community Quarantine. Delivery lead time for bulk orders may vary based on stock availability.

SHIPPING FEES

Our shipping fees are calculated based on the weight of the products and the distance it takes for us to reach you. For the safety of our riders, each order is required to have a maximum weight of 20KG and should fit into a 48.5x38x48.5cm container. Orders exceeding the weight and size limit will incur additional shipping fees. FREE shipping for orders valued at Php 2,000 or higher.

REDELIVERY RULES

For failure to deliver, only 1 redelivery attempt will be done. If the delivery is not successful, the order will automatically be cancelled. If the shopper has already paid, a refund procedure will ensue for the paid-for items and you will be refunded within 5-15 business days depending on your payment provider. The shipping fee will not be included in the refund.

PRODUCTS

AUTHENTIC ITEM CLAIMS

All products being sold by the UStore are 100% authentic.

MULTIPLE PRODUCT SOURCES

Products may come from different locations and may arrive separately. As such, additional corresponding shipping fees will be charged. The breakdown of the shipping fee can be seen in the Shipping Options page upon check out.

PAYMENT

MODES OF PAYMENT

While Cash on Delivery payment is available, we strongly encourage cashless transactions to ensure your safety and of our team.

  1. Visa

  2. Mastercard

  3. JCB

  4. Mobile Wallets (PayMaya, GCash)

  5. Bank Transfer (Bancnet)

  6. DragonPay

  • Over-the-Counter Banks (e.g. AUB, BDO, BPI, Metrobank, Landback, PNB, etc.)
  • Non-banking Payment Channels (e.g. Bayad Center, Cebuana Lhuillier, 7-Eleven, LBC, etc.)
  • E-Wallets (e.g. Coins.ph, GrabPay, GCash, etc.)
  • Cash on Delivery (only available for orders less than Php 10,000)

All credit card transactions on the UStore are processed using an independent payment gateway. UStore and the Distributors will not have access to your credit card information.

RETURN & EXCHANGE

A no return, no exchange policy will apply except for damaged items upon delivery which may either be replaced or returned.

Once orders have been confirmed, there shall be no changes from that point forward except if:

  1. the item ordered is out of stock;

  2. there are damages on the items upon receipt;

  3. the item is expired;

  4. the item was mistakenly not included in the delivery.

Returns due to change of mind and customer mishandling will not be allowed. If the total bill has already been paid for, we will be refunding the balance. It will be credited to your account in 5-15 business days depending on your chosen payment provider.


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