Frequently Asked Questions

Account

I. Registration and Login

How do I register for a shop.wilcon.com.ph account?
There are 3 ways to create an account.
● Using email and password
● Using Facebook connect
● Using Google account

1. Create an Account
A. Using email and password
A.2 Click on the My Account link found at the top right of the website
A.2 Enter your email and password on the fields provided
A.3 Tick the checkbox options
A.4 Click the Create Account button.

B. Using Facebook Connect
B.1 Click on the My Account link found at the top right of the website
B.2 Click on the Connect with Facebook icon inside the registration area
B.3 If you are not yet logged in to your Facebook, login with using your Facebook credentials on the pop-up window that will appear.
B.4 Approve request to connect with Facebook the Wilcon Ecommerce web app.

C. Using Google account
C.1 Click on the My Account link found at the top right of the website
C.2 Click on the Google icon inside the registration area
C.3 If you are not yet logged in to your Google account, login with using your Google credentials on the pop-up window that will appear.
C.4 Approve request to connect with Google the Wilcon Ecommerce web app.

2. Verify Account
2.1 Open your email account used during the registration and check for the activation email. Click on the link or the Activate button to complete your registration."
2.2. Your account is now activated. You may now proceed to shopping online at Wilcon Depot

II.  Account Information

How do I change my password?
How can I complete my personal details?

II.  Wilcon Loyalty Program

General conditions
1. Loyalty card holder are responsible for informing Wilcon of any changes in relevant personal information such as home address, email address, mobile phone number, last name etc.
2. Loyalty card must be claimed within two (2) years from the date of application. Unclaimed card will be deactivated and cancelled and the customer must qualify and reapply for the issuance of new loyalty card.
How do I apply for a loyalty card?
1. A minimum of single or accumulated purchase worth ₱ 5,000.00 is required to apply for a membership in the program.
2. To get an application form, the customer must present the receipt/s and valid ID to customer service.
3. Customers who will avail the program are not allowed to take home the application forms. They are required to fill up the forms right inside the store and must submit it on the same day.
4. Temporary card attached to the form will be issued to the customer and will be surrendered in exchange of the permanent card.
5. Wilcon employees and agency based personnel are not allowed to avail of this program.
6. A fee of ₱ 100.00 will be charged to customer who will request for card replacement. Replacement of defective card is free of charge.
How do I earn points from my purchases?
1. For every purchase worth ₱ 200 pesos, the customer can earn 1 point.
2. Input customer's loyalty number before checking out to earn points.
3. Loyalty points can be checked and redeemed to any Wilcon branch.
4. Present the loyalty card and enter the pin number to redeem points.
5. Late crediting of points is not allowed.
6. Unconverted and unused points shall be valid for 2 years only; after which, said unconverted and unused points shall be forfeited.

Orders

I.  Placing Orders

How do I purchase an item?
How do I configure my address?
How do I check the order status?
How do I check the details of my order?
How do I confirm receipt?
How can I get a physical invoice for my order?
1. Order will be directed to the nearest Wilcon store.
2. Customer may choose whether to pick up or deliver the items.
3. Hard copy of sales invoice will be given upon delivery / pick up of items.
4. The customer must have a copy of the Sales Invoice including the information of the releasing branch for reference in case of returns and exchange of item.

II.  Order Cancellations

Can I cancel the item or several items in my order?
Yes, you can cancel an item or several items in your order under the following conditions:
● The item(s) you want to cancel is not yet shipped
● The remaining value after cancellation should still meet the conditions of discount, promotions and/or minimum basket fee
How can I cancel an order?
What if I selected the wrong size or model of an item but have already placed the order?
If you cancel an order, the refund amount will be based on the amount you paid.
If I cancel the order, does the refund include the coupon's discounted amount?
I just canceled my order. When will I get my money back?
In case of cancellations, your refund will be processed within 1-2 business days from submission of the online cancellation form.

We will update you via email once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank.

If ever there are Vouchers used on your order, these should be automatically sent back to the "Vouchers" tab under "Manage My Account"

III.  Feedback

How do I leave feedback?
How can I change my feedback?
Why have my comments been deleted?

Payments

I.  Secure Payment

What payment methods can I use?
What currencies can I pay with on the website?
What should I do if my card payment has failed?
Why was my credit card payment declined?
Change/Delete registered credit cards.

II.  Coupons and Promotions

How do I find out about Wilcon promotions

Shipping

I. Shipping Policy

Can I cancel an order at any time?

II. Orders for Delivery

Is there any delivery charges for online orders?
1. Minimum purchase of ₱ 5,000.00 is required for delivery services.
2. Additional charges may apply depending on the area of delivery.
3. Minimum delivery fee is ₱ 500.00. Gate, road, or parking fees will be shouldered by the customer.
How long does it take for my order to be delivered?
Delivery schedule will be 3 to 5 days after payment confirmation.
What if I don't receive my item on time?

III. Orders for Pick Up

When can I pick-up my order from the store?
After payment confirmation, orders will be processed immediately. Our customer representative shall contact you when orders are ready for pick-up.
What branches can I pick-up my orders?
How to track my ordered items for shipping?
Can someone else pick up my orders?
If you wish to designate another person to pick-up your order, they must bring:
1. A forwarded copy of your proof of purchase with your written consent, including the full name of the designated person that matches their government-issued photo ID and
2. The government-issued ID of the main customer.
3. It is important that you pick up your purchase no later than 7 days after your selected pick-up date. If you do not pick up your order within this time period your purchase will be reversed (credit card reversal).
4. Please consider the size of your vehicle, as your order may be larger and heavier than expected due to packaging.
What if I pick up my items beyond the date provided?

Returns and Refunds

I. Policy of Returns and Refunds

General rules for Returns and Refunds Policy
1. The returned items MUST CONFORM to the rules below:
a. Returns must STRICTLY only be accepted within 30 days from invoice date.
b. Purchased appliance/s for return or exchange must be done STRICTLY within 7 days from the date of invoice.
c. Returns should be presented with its ORIGINAL INVOICE / RECEIPT and should be done at the SAME STORE, in its ORIGINAL PACKAGING and IN GOOD CONDITION.
d. Items bought as a package should be returned as a package. TILES must be RETURNED PER BOX.
e. Return and replacement of customized items such as cut products, mixed paints and indent orders will NOT BE ACCEPTED.

2. Customer may request for pick up of the items to be returned, however, charges will apply. Pick up charge will be equivalent to delivery charge depending on the location.
Return items for pick-up will have to be schedule and confirm to the customer the pick-up date. Delivery fee must be made prior to pick-up. During pick-up there will be an inspection of items.

II. Return and Refunds Process

The item I received doesn't match the description or wrong item.
The item is damaged, defective, or missing parts.
How long will it take to process my refund?
How do I make a refund request?
If you wish to return an item, submit a return request under My Account> My Orders. We will solve the refund issue within 2 business days.
I applied for a refund but still received the item.
After applying for a refund, how long will it take to get a response?
How to cancel a return request?

Other

How to unsubscribe to Wilcon Newsletter?
How to purchase Wilcon E-Gift Cards?