FAQs
Product and Retail Info
1. Are you cruelty-free?
Yes! Our products are cruelty-free.
2. Can I check the ingredients?
Yes, the ingredients are listed on every product page.
3. I had an allergic reaction, what should I do?
We're sorry that you've had an allergic reaction!
We would recommend that you stop using the product and get in touch with a physician. Let us know as soon as possible and we will issue a full refund.
Collaborations & Distributors
1. I want to receive PR and collaborate! How can I do that?
We send out PR packages in batches. If you think you are the right fit to our brand, you can email business@thesunbeamfactory.com with the subject head 'PR Request'!
2. How can I become a brand ambassador of yours?
We do yearly brand ambassador programs. You can check out our Instagram for updates!
3. Do you accept resellers and distributors?
We are currently accepting resellers and distributors. If you are interested, please email business@thesunbeamfactory.com with the subject head 'Reseller/Distributor Program'!
Shipping Info
1. When can I expect to receive my package?
These are our estimated shipping times within the Philippines:
Within Visayas - 3-7 working days
Metro Manila and Greater Manila Area - 3-7 working days
Mindanao - 5-9 working days
Luzon - 5-9 working days
For international shipping, estimated shipping times are listed in the Checkout area per country.
This does not include processing and shipping time. We ship out orders once a week, so please allow some time to receive your tracking details.
Please be patient with us for possible delays that this pandemic may cause.
2. Where do you ship to?
We are currently offering nationwide shipping within the Philippines and selected countries worldwide.
3. How can I edit my shipping address?
If your order is shipping to an incorrect address, please email hello@thesunbeamfactory.com with your Order Number and complete name.
Returns & Exchanges
1. How do I place a return or exchange?
We're sorry you didn't love your item. Please reach out to us at hello@thesunbeamfactory.com with your order number and the products you'd like to return, and we'll take care of the rest. Please take note that we only accept returns for damaged items. Otherwise, all sales are final. Unfortunately, we do not accept returns for international orders but we will gladly do a full refund.
2. What is your return policy?
Since this is a cosmetic product, we do not accept returns unless the product is proven to be damaged upon receipt. Please contact us immediately or within the day of the receipt of your damaged product for a full refund. You will be refunded in full to your original form of payment or other forms of preferred payment. However, shipping charges will not be refunded.
Unfortunately, we do not accept returns for international orders but we will gladly do a full refund.
3. How long does it take to process a return?
Refunds usually take 5-10 business days. We'll be reaching out to you with proof of refund via email.
4. I received the wrong product! What should I do?
We are so sorry for that mishap! If you received a product different from the one that you ordered, please contact us at hello@thesunbeamfactory.com!
Payments & Billings
1. What forms of payment do you accept?
We accept payments via Cash on Delivery, GCash, Paypal, Visa and Mastercard within the Philippines. For international transactions, Paypal, Visa and Mastercard are available.
2. I accidentally clicked out during the checkout process! Did my order go through?
Please check your email address to see if you received an order confirmation. If not, your checkout did not go through and you may have to checkout again.
Order Issues
1. Why haven't I received a confirmation email yet?
Please check the email address that you entered at check out is correct. If so, please check your junk mail/spam too. If it still hasn't arrived after 4 hours of placing your order then please email us at hello@thesunbeamfactory.com along with your full name so we can help you out!
2. Why have I received an email saying that my order was unsuccessful?
We're sorry that your order was unsuccessful, there are various reasons that this can happen but it is related to the billing information provided. If you wish to reorder we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.
3. Why can't I checkout some of the items in my cart?
This may mean that the product is now out of stock. The product may have been available when you added it to your basket but by the time you have completed the checkout process the product is now no longer available. The site will 'save' this item in your basket, but will not reserve the stock. Unfortunately, this is more common during sale periods and product launches when products are in high demand.
4. Can I cancel an order?
Please email us at hello@thesunbeamfactory.com along with your full name and order number.