Frequently Asked Questions


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. All interested Philippine residents, 18 years old and above with valid government-issued Identification Card (ID) are qualified to join?
2. 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.
How does the loyalty program work?
Our loyalty program allows customers to earn points for their purchases and redeem them for rewards. By joining the program, you can earn points by making eligible purchases at all Wilcon stores nationwide, as well as through our online shop using the same email registered in your loyalty membership record. Accumulated points can then be redeemed as coupons, which can be applied as payment for in-store purchases. It's our way of showing appreciation for your loyalty.
How can I become a loyalty member?
To become a loyalty member, please follow these steps:

  1. Visit your nearest Wilcon store.
  2. Present a minimum single or accumulated receipt of 5,000.00 pesos at the customer service area.
  3. Fill out the Web/Online form with the required information.
  4. You will receive a verification code via email to complete your application.

By following these steps, you can become a loyalty member and start enjoying the benefits of our program.
How to log in to the mobile app?
To log in to the loyalty mobile app, please follow these steps:

  1. Download and install the My Wilcon App from the app store (available for iOS and Android).
  2. Open the app on your mobile device.
  3. On the login screen, choose to log in with your password or via OTP (One-Time Password).
  4. If you're logging in for the first time, click on "Forgot password?" and enter your registered email address. You will receive a verification code via email.
  5. Enter your login credentials, then tap the "Login" button.
  6. If the provided information is correct, you will be successfully logged in to the mobile app, granting you access to your account details, earned points, purchase history, and available rewards.

If you encounter any issues with logging in or accessing your account, please contact our customer support or chat with our agent for further assistance.
How to earn points?
Ensure that the QR code is presented and scanned during in-store transactions to accurately earn points. For online orders, points can be earned if the email used for the purchase matches the one registered on the loyalty membership record. Every two hundred pesos (200.00) spent equals 1 point, equivalent to 50 cents. This applies to both in-store and online purchases.
How to redeem my loyalty points?
To redeem your loyalty points, follow these steps:

  1. Open the loyalty mobile app and log in.
  2. Navigate to the "My Rewards" section.
  3. Browse through the available coupons and select the one you desire.
  4. Confirm your selection by clicking the "Confirm" button.
  5. Present the redeemed coupon to the cashier during the payment process.

These steps will help you redeem your loyalty points and enjoy the benefits of our program.
General conditions
1. All interested Philippine residents, 18 years old and above with valid government-issued Identification Card (ID) are qualified to join?
2. 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.
How do I apply for a loyalty card?
1. Go to the nearest Wilcon branch.
2. Present a valid ID (e.g. Driver’s License, SSS, Passport, PRC ID, Seaman’s Book, Senior Citizen ID and Company / School ID) along with additional requirement/s based on customer-type:
  i. UAP Architects: PRC ID and UAP Membership Card, if applicable
  ii. Customers: Single or accumulated purchase receipt worth ₱ 5,000.00
3. Proceed to the customer service area and fill up the web application form.
4. An e-mail confirmation containing the Loyalty Account number and validation code will be received once the form is completed.
5. Download the Wilcon Loyalty Mobile App available on Play Store or App Store,
6. Open the Wilcon Loyalty Mobile App and provide the necessary details for account registration.
7. You may now earn, access, and redeem Wilcon Loyalty points using the mobile app.
Note: Wilcon employees and agency based personnel are not allowed to avail of this program.
How do I earn points from my purchases?
1. Members may earn points from purchases at any Wilcon branch.
2. For every P200 pesos, the customer can earn 1 point. (1 point = .50 cents)
3. The loyalty mobile app must be presented upon reaching the cashier for payment to earn points. No Wilcon Loyalty Mobile App, no points.
4. No late crediting shall likewise be allowed. Only fully paid transactions and delivered invoices are qualified to earn points.
5. Purchases paid through the following tender and transactions outlined below shall be valid for crediting:
  • Cash
  • Checks (provided that check is dated)
  • Check for clearing shall be valid for crediting when the check is already cleared
  • Debit cards
  • OR for Deposits on Reserve Merchandise Agreement (RMA), upon full payment of the items
  • Credit Cards
  • Treated as charge
  • Bank deferred payment
6. Wilcon Gift Voucher is considered a Wilcon product. Thus, purchase of Wilcon eGC entitles member to earn corresponding points. Consequently, purchases made using Wilcon eGC as payment shall no longer earn points.
7. Purchases using the Wilcon Gift Voucher that are earned through promotions and events shall not earn points.
8. If an item is later returned and it earned points from its purchase, the corresponding points earned will be deducted through the following:
  • If returned with an issued Credit Memo (CM), points shall be deducted on customer’s CM. When the CM with deducted balance is used to make another purchase, points will be credited again.
  • If returned with a transaction marked void (within the day of the transaction): Corresponding points will be deducted.
  • If returned with a cash refund (within the day of the transaction): Corresponding points will be deducted.
9. Purchases using rewards as payment shall not earn points.

III.  Other customer questions related to loyalty program

How can I check my loyalty points balance?
Open the My Wilcon app on your device, log in to your account using your credentials (username and password), and once you are logged in, you will be taken to the main dashboard. Right below your name, you will find your loyalty points balance displayed, which indicates the total number of loyalty points you have earned in the program.
Can I transfer my loyalty points to another user?
Loyalty points are non-transferable and can only be redeemed by the account holder.
Can I earn loyalty points for past purchases?
Loyalty points are earned for future purchases and are not awarded for past purchases made before joining the loyalty program.
How long are my loyalty points valid?
Loyalty points are valid for one year. If a customer makes a purchase before the supposed expiration date, the validity of the points is extended for another year from the date of the most recent purchase. This policy ensures that as long as the customer makes a qualifying purchase at least once a year, their points will remain valid and will not expire.
How can I update my existing information in the loyalty program?
To update your existing information in the loyalty program, you have two options:

  • Email: You can send an email to customercare@wilcon.com.ph to request updates or changes to your information. Our customer care team will assist you and process your request promptly, ensuring that your information is updated accurately.
  • Visit your nearest Wilcon Store: Alternatively, you can visit your nearest Wilcon store and approach our friendly Customer Service personnel. They will be happy to assist you in updating your account information.
What should I do if my loyalty points are not showing up?
If loyalty points are not showing up, we recommend the following actions:

  • Double-check the time frame: Ensure that enough time has passed since your transaction for the points to be processed and appear in your account. Please note that for transactions involving delivery or pick-up scheduled for a future date, it may take some time for the points to be credited, and they will be reflected within 24 hours after all items have been fully served or delivered.
  • Verify the transaction: Make sure that the transaction was eligible for earning loyalty points. Additionally, it is important to ensure that the loyalty QR code was presented to the cashiers during the payment transaction to earn points, as late crediting of points is strongly discouraged.
  • Contact customer support: If a reasonable amount of time has passed and the points still haven't appeared, please reach out to the customer support team and send an email to customercare@wilcon.com.ph. Customers may also visit the Wilcon store where the purchase was made to address their concerns properly.
What if I forgot my password?
If you forgot your password, you have two options to regain account access. First, log in using a One-Time Password (OTP) sent via email. This temporary code allows access without the forgotten password.

Alternatively, click "Forgot password?" on the login page, follow the instructions, and an email verification will be sent to your registered email address. Easily reset your password through email to regain full account access.
Can I present a screenshot of my QR code?
A screenshot of the QR code is only valid for 15 minutes, after which it expires. Therefore, to ensure a smooth and hassle-free transaction, we recommend opening the loyalty program app and presenting the QR code directly on your phone at the cashier for every payment transaction. This ensures that your QR code is up-to-date and easily scannable, allowing for accurate crediting of points and a seamless experience.
What if “I haven't received an OTP”?
If you haven't received an OTP (One-Time Password), we recommend the following actions:

  • Double-check your email address: Ensure that you have entered the correct contact information associated with your account. Make sure there are no typos or errors in the provided details.
  • Check your spam or junk folder: Sometimes, OTP emails may end up in your spam or junk folder. Please check these folders to see if the OTP email has been filtered there.
  • Contact Wilcon customer support: If you have followed the above steps and still have not received an OTP, please email our Wilcon Customer Support team at customercare@wilcon.com.ph for further assistance. They will investigate the issue and escalate it to the IT team to help you access your account.


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?


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


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?


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