Customer Care

We’re Here to Help

 

Questions about an order, delivery, product, payment, return, or any of our brands?

 

The Exxel Prime Customer Care Team is here to help make your shopping experience as smooth as possible.

 

Whether you are shopping for ORO, OMG, KLIK, Blusol, or another Exxel Prime product, you may contact us for assistance before or after your purchase.

1. Orders & Payments

Order Status

If you have an Exxel Prime account, you may sign in to view your available order information and order history.

For guest orders or if you need additional assistance, contact Customer Care and provide your order number so we can locate your transaction.

Changes or Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Cancellation requests are subject to the current status of the order. Once an order has already been processed, packed, handed to the courier, or shipped, cancellation may no longer be possible.

Please refer to our Terms & Conditions for complete order cancellation terms.

Payment Concerns

 

If your payment was charged but your order was not confirmed, or if you encounter another payment concern, please provide:

 

- your name
- order number, if available
- payment method
- transaction reference, if available; and
- a screenshot or other supporting information where helpful.

Please do not send passwords, PINs, OTPs, complete card numbers, or other confidential payment credentials to Customer Care.


2. Shipping & Delivery

Exxel Prime ships to customers across the Philippines.

 

Shipping fees and available delivery options are calculated based on factors such as the order and delivery destination and will be shown during checkout where applicable.

 

Delivery timeframes are estimates and may vary depending on location, courier operations, weather, peak periods, and other circumstances.

 

If Your Order Is Delayed

 

If your order appears to be delayed beyond the expected delivery period, contact Customer Care with your order number and we will assist in checking the delivery status.

 

If Your Package Is Missing or Incomplete

If your package arrives with missing items or appears to have been opened, damaged, or tampered with, please:

 

- keep the packaging and shipping label
- take clear photographs or videos of the parcel and its contents and
- contact Customer Care as soon as reasonably possible.

For full details, please review our Shipping Policy.


3. Returns, Exchanges & Product Concerns

If you receive an incorrect, damaged, defective, incomplete, or materially nonconforming product, please contact us so we can review the concern.

To help us evaluate your request, we may ask for:

 

- your order number or proof of purchase
- the product name
- photographs or videos showing the concern
- photographs of the packaging, where relevant; and
- a short explanation of what happened.

Change of Mind

Returns or exchanges requested simply because a customer changed their mind are not automatically approved and may be considered on a case-by-case basis in accordance with our Returns & Exchanges Policy.

Where a voluntary return or exchange is accepted, the item may need to be unused, unopened, unworn, unwashed, and in its original packaging, tags, seals, and hygienic condition, as applicable.

Size & Fit

Size guides are provided as general references.

 

Individual fit may vary because of differences in foot shape, body proportions, preferred fit, product material, cut, and construction.

 

A correctly supplied and correctly labeled item that does not fit an individual exactly as expected is not automatically considered defective.

Stockings & Delicate Hosiery

Stockings and similar hosiery products are made from delicate materials and require careful handling.

 

Runs, tears, or damage may occur from fingernails, jewelry, rough surfaces, excessive pulling, snagging, or improper handling.

 

If damage occurs after the product has been worn or handled, the concern may be evaluated on a case-by-case basis.

 

Damage reasonably determined to have resulted from snagging, fingernails, improper pulling, or other customer-caused handling will generally not be considered a product defect.

 

However, if a stocking or hosiery product already has a hole, run, tear, or manufacturing defect before it is worn, please take a photo and contact us so we can review the matter.

 

Customers are encouraged to inspect delicate products before wearing them.

Beauty & Personal-Care Products

For hygiene and safety reasons, voluntary returns or exchanges of opened or used cosmetics and personal-care products may be restricted.

 

This does not prevent customers from contacting us regarding products that are defective, damaged, incorrectly supplied, or otherwise eligible for a remedy under applicable law.

 

Please review our Returns & Exchanges Policy for the complete guidelines.


4. Product Help

Need help choosing a product?

Our team can provide available information regarding product:

- features
- variants
- sizes
- colors
- ingredients, where applicable
- directions for use; and
- general product information.

For faster assistance, please include the product name, variant, or SKU where available.

 

Product Availability

 

Product availability may vary between the Exxel Prime Website, retail stores, concessionaires, and other authorized selling channels.

 

If you are looking for a particular product, contact us with the product name and your location and we can provide available information or guide you to an appropriate sales channel where possible.

 

Product Usage

 

Please follow the instructions, warnings, care information, and intended use stated on the product packaging or accompanying materials.

 

For beauty and personal-care products, discontinue use and seek appropriate professional advice if you experience a serious or unexpected adverse reaction.

5. Frequently Asked Questions

How do I check my order?

Sign in to your account where available, or contact Customer Care with your order number.

 

Can I cancel my order?

Contact us as soon as possible. Whether an order can still be cancelled depends on its fulfillment and shipping status.

 

My order arrived damaged. What should I do?

Take clear photos or videos of the product and packaging and contact Customer Care with your order details.

 

I received the wrong product or size.

Contact us with your order number, a description of what you ordered and received, and clear photos of the product and its label or packaging.

 

I ordered the recommended size but it does not fit me.

Size guides are general references because individual foot shape and body proportions vary. Contact us and we can review whether your item may qualify for an exchange under our Returns & Exchanges Policy.

 

My stockings developed a run after wearing them. Is this defective?

Not necessarily. Stockings are delicate and can be damaged by fingernails, snagging, jewelry, rough surfaces, or excessive pulling.

We will consider the circumstances and available evidence on a case-by-case basis. A hole or run that was already present before wearing may be treated differently from damage that occurred during use.

 

Can I return something because I changed my mind?

Change-of-mind requests are reviewed on a case-by-case basis and are not automatically eligible for return, exchange, or refund.

 

Where can I find your products?

Exxel Prime products are available through our Website and various retail and selling channels. Availability varies by product and location.

 

How do I send feedback or a complaint?

You may contact Customer Care through the contact information below or submit your concern through our Contact Form.

6. Contact Customer Care

 

Still need help? We’d be glad to assist.

Exxel Prime Int’l Trading Inc.
#14 Fema Road, Project 8, Bahay Toro
Quezon City 1106, Metro Manila, Philippines

Phone: (02) 8355-9797
Mobile: +63 997 532 8322
Email: [email protected]

Customer Care Hours:
Monday–Saturday
8:00 AM–5:00 PM

You may also reach us through our Contact Form.

 

For Faster Assistance

When contacting us about an existing purchase, please provide your:

- full name
- order number or proof of purchase
- product name
- description of your concern; and
- photos or videos where relevant.

Please do not provide passwords, PINs, OTPs, or other confidential authentication information.

 

Complaints & Escalation

 

If your concern requires further review, our Customer Care Team may refer the matter to the appropriate Exxel Prime department.

 

We aim to review concerns fairly and based on the circumstances and information available.

 

For more information, please review our:

Shipping Policy
Returns & Exchanges Policy
Terms & Conditions
Privacy Policy