Here are some of your Frequently Asked Questions! If you do not see the answer you are looking for here, please leave us a message on our Contact Page. We will get back to your query within three (3) working days!
Frequently Asked Questions
How do I order online?
Go to r2r.ph browse through our items, and click on the photos of the items you would like to purchase.
- Click "Add to Cart".
- Not yet done? Got your eye on another item? Go back to the home menu, or use the search bar to add more items to your cart.
- When you are ready to complete your order, click "Checkout".
- Fill in fields with your contact and shipping information.
- Choose your payment option (PayPal, BPI bank deposit or Cash on Delivery).
- Click "Complete my purchase".
- Wait for an email containing your sales invoice and/or payment instructions. (Please see order processing at the bottom of this page for important timeline details.)
Do I need to set up an account to be able to place an order?
Not necessarily, but you know what's the best thing about signing up for an account? The next time you order will be absolutely STRESS-FREE! No more typing in your full address and details every time you shop. Setting up an account is easy and takes 5 seconds––promise, you won't regret it.
Does Things That Matter accept international orders?
Absolutely! We love welcoming new global advocates! We ship worldwide via FedEx. Please see the Shipping section of this FAQ page for more details.
May I order here but pick it up at your HQ?
Yes! We now have a Showroom Pick-up option.
Special Cases: Pre-orders
Some of our products are pre-orders. We are still making or producing these pieces, but they can already be pre-ordered, so the product is already reserved for you when it is available! You can read more about it here.
What payment methods do you accept?
For local orders, we accept payments via PayPal, bank deposit/funds transfer, and PayMongo (so any credit card & GCash, too!).
For international orders, we currently only accept payment via PayPal but we are working on having more payment options.
FOR CREDIT CARD PAYMENTS:
We currently use PayPal for our credit card payments. You don't need a PayPal account to be able to pay via Credit Card. You can also purchase products from the product page and click the Pay with PayPal button.
A pop up window will appear when you click this button or choose to pay using PayPal. It will look like this:
We also have a PayPal link where you can pay using your PayPal Account: https://www.paypal.me/thingsthatmatter
FOR BANK DEPOSIT OR FUNDS TRANSFER:
The account details and payment instructions are provided on your sales invoice that is sent via email. Reply to that email with a photo/scan/screenshot of your deposit slip/funds transfer once payment has been made. Make sure the confirmation number can be seen.
We will only reserve your item for you for two (2) working days. If you are not able to pay and email us the confirmation by then, your order is automatically canceled.
We accept bank deposits or funds transfers via Bank of the Philippine Islands (BPI), Banco de Oro (BDO), and UnionBank. Here are the account details of each account:
Bank of the Philippine Islands (BPI)
Account Name: Rags2Riches, Inc.
Account Number: 3180-0067-44
Banco de Oro (BDO)
Account Name: Rags2Riches, Inc.
Account Number: 0040-3014-1008
Account Name: Rags2Riches, Inc.
Account Number: 0020-3001-8771
STANDARD LOCAL SHIPPING - AVAILABLE NATIONWIDE
Our Philippine shipping costs are at a fixed rate of Php 150. For orders within Metro Manila, please expect your packages within 2 to 3 working days. For orders outside of Metro Manila, allow 3 to 7 working days.
For inquiries on your orders and shipment tracking, visit here.
If you chose this option at checkout, you would have to drop by and pick your order/s up at the Rags2Riches, Inc. HQ (input this location name on Google Maps and Waze!) with the address 87 Sct. Fuentebella, Barangay Sacred Heart, Quezon City. We are just near Tomas Morato!
We are open from Monday to Saturday, from 8:00 AM to 4:00 PM (excluding non-working holidays). But there are Saturdays when we close because of our pop-ups and events in other parts of the city. Kindly check our social media pages (Facebook or Instagram) to see announcements on changes to our HQ & showroom schedule.
Please give us 24 hours from the time you ordered to prepare your package.
We ship worldwide via FedEx. Please allow 5 to 10 working days for international orders to be delivered. The shipping fee is computed at checkout.
Product prices displayed are exclusive of duties and taxes. We currently ship all items Delivery Duty Unpaid (DDU), which means we cover the cost of shipping your order. But all additional taxes, import fees, and surcharges levied by destination countries are the responsibility of the customer. We are unable to provide an estimate of these charges as it depends on the country's rules and regulations.
Some of our products are PRE-ORDERS. We are still making or producing these pieces, but they can already be pre-ordered, so the product is already reserved for you when it is available! This pre-order system is mostly for products that are almost always sold out here in our store.
PAYMENT: Because this is a reservation set-up, we only accept PayPal or Bank Deposit payments for pre-orders.
SHIPPING: The shipping date indicated on the product page is when the piece is officially ready. If you choose local or international shipping, the courier will pick it up by then so they could already deliver it to you. If you select the showroom or store pick-up options, this is when you can drop by for it.
ORDER PROCESSING AND OFFICE HOURS
Our team is happy and excited to accommodate all your orders and inquiries! Here are our office hours:
For processing orders & entertaining visits, showroom pick-ups, and phone calls at the R2R HQ: Monday to Saturday, 8 AM to 4 PM (PHT). We ship every day except Sundays and non-working holidays. If your order is made on these non-working days, expect your package to be prepared and shipped out on the next working day. But there are Saturdays when we close because of our pop-ups and events in other parts of the city. Kindly check our social media pages (Facebook or Instagram) to see announcements on changes to our HQ & showroom schedule.
For answering messages from our Contact Page: Monday to Friday, 9 AM to 6 PM (PHT). Please allow us at most three (3) working days to reply as we only have a few people (for now!) and lots of lovely messages!
If you live in the Philippines and simply MUST have the product ASAP, then you may visit any of our local stores. See you there!
We love unboxing but we don't love the boxes and excess packaging that gets thrown out after such an awesome experience. We believe that we can feel awesome without piling on to the already-high pile of trash we have accumulated in the world. As much as possible, we use upcycled, recycled, non-bleached, recyclable or reusable packaging!
RETURNS OR EXCHANGES
IMPORTANT: We only accept returns/exchanges within 30 days of shipment, and only if the product is unused, undamaged, and comes in its original packaging. We also work with a LOT of amazing brands and social enterprises and they are based from all over the country (and even Asia!), so for some brands, returns and exchanges may take a longer time. But don't worry, we'll coordinate with you and let you know!
HOW TO RETURN/EXCHANGE YOUR ITEM: Send us a message on our Contact Page here regarding your concern, and we will send you the instructions. Please note that additional shipping fees (back to us, and then back over to you) will be handled by the customer.
As long as the product is in its original condition, we will give a full refund in the form of store credits.
If you are exchanging for a higher priced item, you will need to pay the price difference. If you are exchanging for a lower priced item, we will refund the price difference in the form of store credits.
EXCEPTIONS: delicates, underwear, and selected items may not be eligible for returns or exchanges. We will specify on the product pages though!
R2R COLORS AND MATERIALS
Because we know that you love the occasional fun colors, we try our best to source the most unique and vibrant colors of fabric and materials we can find. It takes a bit of time because these are, well, unique. Once we get them, there is a possibility that we may not get them again. It is a bitter-sweet if you ask us. But we are natural optimists so we prefer to see the glass as half full. Because the colors are unique, the lucky advocates who get to buy them may be the only ones on this whole planet to have them! See? Always look at the bright side.
If you can’t sleep because you really love a color and it is already out-of-stock, drop us a note. We will try our best to dive into piles of forgotten fabric (since we use upcycled and overstock fabric) to get the best possible match. Who knows? We could get something even better!
Since our materials are overstock and upcycled fabric or sourced from various communities from all over the Philippines, there will be some differences from product to product. Even if this is the case, each piece is made carefully, with intention, and with love!
R2R PRODUCT REPAIRS
If you are opting to ship the product to our HQ itself, make sure to message us through our Contact Page so we know to expect it!
We take great care in making sure our products are of the highest quality possible. If and when we miss something, we would love to hear from you and we will make it right.
All R2R products are given a one (1) year warranty from date of purchase that covers:
(a) cleaning or removal of stains incurred during our production process
(b) mending of knots that have re-appeared or unraveled after use
(c) reattachment of loose and small parts, and
(d) replacement of defective hardware(s).
Our production team's lead time for repairs and exchanges like this is 1 to 2 weeks, depending on the damage of the R2R piece. This gives ample time for the product to get to our HQ and for our team to asses the damage of the piece and then repair it.
Please note that for advocates who live outside of Metro Manila, additional shipping fees (back to us, and then back over to you) will not be shouldered by R2R.
All of our pieces are made with the utmost love and care. But they don’t go through machines, they go through artisanal hands, so there will be some charming imperfections here and there. These pieces are also made of upcycled scrap fabric and other indigenous materials. We want to keep this going to have the lowest possible new resources (and energy!) used, and the highest possible positive impact.
R2R PRICING AND SHIPPING
You can see our products all over the world, spreading happiness to everyone! For the advocates nearest us (Philippines), the journey of the products will be a short one so lower transport cost and documentation costs. The prices in our local stores reflect that. So yes, the most affordable place to buy our products is in Manila, Philippines. In case you are based somewhere else in the world, head over to our lovely country! You’ll get to travel to different beaches and islands, and shop R2R!
For advocates far from us (but still close to our hearts!), the journey will be a longer one. But don’t worry, we found ways for these R2R pieces to still get to you! Our online store ships internationally and we also have amazing stockists from all over the world! We in R2R, love our stockists who make it possible for us to spread the love to the world. We take into consideration the heart, sweat, and resources that they give to get your favorite things to you. So in pricing our products for international-based clients, we make sure that we collaborate and cooperate, not compete with our stockists (this means that our international online store pricing will be more or less a good match with your favorite store in your area/country).
And there is another thing we share with our stockists: our love for YOU, our customers and advocates! So we make sure that as we cover shipping, documentation, warehousing, (and much more, but we don’t want to bore you with the details) and all the steps and costs to get the items to you, they are still well-priced, fair, and country-appropriate!
We will only be sending you our fun emails if you want to and if you sign up for them! No spam, no selling of your information to others, and no stalking. That’s a promise.