ONLINE ORDERING AND RETURN POLICY
Last Updated: February 7, 2023.
The Store is owned and operated by Dermofaktorius, JSC, d/b/a Manilla ("Manilla", “we” or “us”).
- PRODUCT ORDERS
To order a product through the Store, simply add the product to your shopping cart. Once you have finished browsing the Store and are ready to purchase your product(s), you can proceed to the check-out to complete the purchase. You should note that placing a product in your shopping cart does not reserve the price that is shown at that time. It is possible that a product price may increase or decrease between the time you place the product in your cart and the time you complete your purchase through the check-out function. The product prices listed on the Store are the prices for the products only, and do not include charges for sales tax or shipping and handling, which will be added during the check-out process Please note that certain orders may constitute an improper use of the Store and its services. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Your account may also be restricted or terminated for any reason, at our sole discretion. We may also require additional verification or information before accepting any order. We will contact you if additional information is required to accept your order. We also reserve the right, at our sole discretion, to prohibit sales to dealers or resellers.
- PAYMENT OPTIONS
Manilla accepts Visa, MasterCard, AmericanExpress, and Discover credit cards with United States billing and shipping addresses, as well as payments via PayPal, Apple Pay and Google Pay. You will be prompted to enter payment information at the last step of check-out. Credit card information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order. After you place an order, you will receive an e-mail from us confirming the acceptance of your order and processing of your payment. There are some situations that may result in your order being canceled, including limitations on quantities that we have available for purchase, inaccuracies or errors in product or pricing information or problems identified by our credit card processing service. We will contact you if all or any portion of your order is canceled or denied. If your order is canceled after your credit card has been charged, a credit to your credit card will be issued in the amount of the charge.
- SALES TAX
All orders shipped from the Store will be subject to sales tax. The product prices listed on the Store do not include sales tax. Sales tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges, item-level discounts, and an allocation of order-level shipping and handling charges and order-level discounts.
The tax rate applied to your order will generally be the combined state and local rates for the address where your order is shipped. Note that many factors can change between the time you place an order and the time your credit card charge is authorized, which could affect the calculation of sales taxes. As a result, the amount appearing on your order as “estimated sales tax” may differ from the sales taxes ultimately charged. We also offer a selection of shipping options that could change the calculation of sales tax. Thus, we cannot know with certainty how allocations of shipping charges and promotional discounts will be made to individual items when we quote estimated taxes at the time your order is placed.
- ORDER CHANGES / CANCELLATIONS
To serve you better, the Store will begin to process your order immediately after you click the CHECK OUT button. Because our system processes orders immediately, we are unable to change or cancel an order once it is submitted.
If your order is cancelled by us, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact our Customer Service at firstname.lastname@example.org.
- SHIPPING METHODS AND RATES
Manilla ships to United States residents via USPS/UPS (shipping rates are detailed in the tables below).
Contiguous United States Shipping Service
7-10 Business Days*
$9.99 (free for orders over $99)
2-3 Business Days*
*Please note that all orders generally take 2-3 business days to process provided that the items are in stock and your payment has been verified, although we do not guarantee that all orders will be processed within this time frame. We do not process orders during the weekends or on holidays. You should be aware that the shipping times listed above are in addition to the processing time. Please also note that whilst every effort is made to meet the estimated delivery times, Manilla does not provide absolute guarantees. Manilla uses reputable couriers for their prompt and efficient service but occasionally, due to unforeseen circumstances, delay may occur. All delivery times or dates quoted by Manilla are for the delivery estimates only and shall not form part of our contract with you.
If you have registered for an account on the Store and your order totals $99 or more, Manilla will ship your order complimentary to the contiguous United States. Manilla processes orders Monday – Friday (except for holidays) in the order in which they are received. UPS delivers Monday-Friday.
- RETURNS POLICY
We want you to love your purchase from our Store, so if you changed your mind, you have an option to return any unopened product for a refund within 14 days of the product delivery date. If it is the case, please send an email to email@example.com within 14 days of the product delivery date, and we will provide a return authorization and mailing information. At this moment purchase from the Store can be returned to us ONLY by mail. Upon return and inspection of the product at our warehouse, we are happy to offer you a refund as provided herein. Please note that shipping charges on your original order will not be refunded, unless the package was incorrectly shipped or you received defective merchandise.
Products must be returned in unopened, new and in saleable condition. While we understand that sometimes it takes a few tries to realize a product isn’t right for your skin, we cannot accept returns or exchanges for any items where the product has been opened and/or used. Manilla monitors return activity for abuse and reserves the right to limit returns or exchanges at the Store in all instances. All returns are subject to validation and approval at Manilla’s discretion.
Process to return our product(s) is as follows:
- Please include Manilla’s return authorization with your item(s).
- Package your return item in the original shipping box (if available). Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit.
- You will be responsible for paying for your own shipping costs when returning your item. We also request you to use shipping with tracking.
- You will receive an email confirmation when your return is processed.
If you return the unopened product in new and saleable condition within 14 days of the written authorization from us, and it's accompanied by its original email order confirmation and return authorization, you will receive your refund in the form of your original payment. In all other cases, the refund will be made in the form of an in-store credit. It takes up to 5-7 business days to process returns and credit your account or to issue an online store credit. After we have processed your return and issued a refund, we will let you know via email. If your refund is being applied back to a bank card or credit card, expect the credit to appear on your account within 7-10 days after you receive the notification email.
To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers.
- GIFT RETURNS
If you are returning a gift from our Store that you received by mail and do not want the refund to go to the purchaser, please mention this in your e-mail to firstname.lastname@example.org to set-up the gift return under your account.
Your refund will be in the form of a Store credit that you can use at any time on our Store.
- DAMAGED/MISSING ITEMS
If you determine you have received damaged or unusable items, please retain the box, the packing materials and the items inside, take pictures of the damage and notify us immediately at email@example.com. Our team will assess the claim and take the proper steps to help find a satisfactory solution.
If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. If applicable, please check your mail room or front desk reception. You could also check with other members of your household and neighbors to see if they received the package on your behalf. If the package is still not found, please notify us within 14 days of your order’s arrival date by emailing firstname.lastname@example.org to be considered for a replacement. We will start a trace with our carrier, and take the required follow-up steps. This process takes approximately 2-3 business days. Lost shipment claims outside of 14 days window will be considered on a case-by-case basis.
In the event that your reship request is approved; your order will be shipped with a Direct Signature Requirement to your address or a shipping facility nearest to your shipping address—whichever you prefer. We are unable to reship an order more than two times. If your first reship is also lost for any reason, the only reship option will be a shipping facility, the same applies to any orders originally sent with a direct signature requirement.