FAQs

 

PRODUCT INFORMATION

  1. What type of material do you use for your products?

    We use 100% organic fabrics. We want to promote sustainability, cleaner, and safer products for the baby – especially that their skin is very delicate.

  2. How do I care for my baby’s clothes?

    Use mild detergent, keep it away from bleach, and wash with similar colors in low to medium setting. Dry in shade. If ironing is needed, set to low.

  3. How do I know my baby’s size?

    Sizes may vary per style. Size charts may be viewed on each product page.

  4. What if an item is sold out? Do you restock?

    Our items are produced in limited quantities. If you see an item you want marked Out of Stock, join the waitlist so we can let you know if it’s back in stock.

 

 

ORDERS & SHIPPING

  1. How do I check the status of my order?

    Once your order ships out, you’ll get a shipping confirmation email with tracking details, so you can follow your order every step of the way.

    If you don’t receive this email within 48 hours from placing your order, please get in touch with us at hello@tilidahli.com and we’ll sort that out for you.

  2. What are the accepted payment methods?

    We accept the following forms of payment for online purchases:

    • Visa/Mastercard payments through Paymaya

    • Bank Deposit / Online Bank Transfer through Dragonpay

    • GCash
    • Cash on Delivery (for Metro Manila only)

  3. Do you accept international orders?

    Not at the moment. But we'll be shipping internationally soon.

  4. Can I cancel or change my order?

    You may request a cancellation or change of item within 1 hour after an order has been placed and paid for. Unfortunately, orders cannot be cancelled once it has been processed and shipped out.

  5. How long does shipping take?

    For areas within Metro Manila, delivery time is 3-5 working days while for Provincial areas, delivery time is 7-15 working days.

 

 

RETURNS & EXCHANGES

  1. Can I return or exchange the products I ordered?

    Kindly notify us immediately at hello@tilidahli.com within 24 hours from the date of delivery should you have any problem with the item. We will respond as soon as possible if the item is eligible for return or exchange. Customer must send back the item to the return address within 24 hours of receipt of email notification.

    Please make sure the returned merchandise is in marketable condition, unwashed, and with complete tags. If you return an item that is not eligible for return, you are responsible for the shipping cost when it is sent back to you. Shipping fees are non-refundable.

    The allowable period for returns is 15 days. For international orders, we are unable to offer return services at the moment.

  2. How long does it take for a replacement pair to arrive or a refund to be issued?

    Items are replaced within 1-2 business days as long as stocks are available. Customers get an option to wait for the arrival of out-of-stock replacements, choose a different design/product, or simply opt for a refund.

    Once our team has checked and have deemed the returned merchandise to be eligible for refund, the purchase amount will be refunded to you through store credit within 5 business days.

 

 

 

*Please be informed that shipping may be delayed due to Covid restrictions. 


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