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Exchange Policy

1. Items can be exchanged ten (10) days from receipt of the delivered merchandise.
2. All items for exchange must be in new and unworn condition, with tags intact and not washed. Mosaic reserves the right to determine whether it is defective or caused by normal wear and tear. Items damaged as a result of normal wear and tear will not be accepted and/or accommodated.
3. We only allow one (1) time exchange of items. Kindly make sure that the chosen item for replacement is in the right size/color/style.
4. Items approved for exchange can be brought to any of our stores in Manila. Order number and receipt date of package or sales invoice together with the actual merchandise must be presented.  
5. Once the items that are being processed for exchange are received by us, we will send a confirmation via email or SMS. 
6. Lower priced replacements automatically forfeit any claim from the customer of remaining balance. Higher priced replacements are accepted and items will be released after the balance has been settled. 
7. Mosaic will not cover any shipping expenses for returns and exchanges. Should the customer choose to have the replacement shipped within or outside Metro Manila, the customer will shoulder further shipping expenses.
8. ALL SALE ITEMS ARE FINAL. All item(s) purchased at a discounted price—sale, limited offer, etc.—are final and will not be accepted for exchange.            
9. For in-store exchange, only items available in-store are applicable as replacement items. Replacement items that are chosen online (Online exclusive items; items that are only available online) are not possible for in-store pick up.  
10. For items that are only available online, kindly send a request for exchange to customercare@mosaicph.co, our online team will  be happy to assist you. 
11. Please note that not all chosen replacement items are available. Kindly wait for confirmation from our online team if the item is available for exchange. 
12. Requests of store credits/refunds are not available. 
13. The management reserves the right to limit returns or exchanges if the customer fails to fully comply with the provided terms and conditions.
14. Mosaic is not liable for any lost/damaged packages booked through third party couriers during the process of returning items.

I need assistance with my order. How can I reach you? 

You may reach us through these lines, from Monday to Friday, between 10 AM to 5 PM: SMS 0917-700-1057, Viber 0917-700-1057, E-mail customercare@mosaicph.co. Inquiries that are received during weekends or holidays will be processed the next working day. 

My item is incorrect, damaged, or defective. What should I do?

We’re sincerely sorry about that! We accept exchanges for incorrect sizes and factory defects. You may send us a photo and contact us at payment.mosaic@gmail.com and our online team will be happy to assist you.

I ordered the wrong size. Can I still have it exchanged?

Yes, we accept size exchanges. If in case your item is no longer in your requested size and/or color, you may request for another style and/or color, provided that it is of the same value or higher.

Can I return or exchange item(s) I bought on sale/at a discounted price?

All item(s) purchased at a discounted price—sale, limited offer, etc.—are final and will not be accepted for returns and/or exchange.

I’m unable to go to your store. Can I return them online?

Sure, you can. Here’s how it works:

1. Send us an exchange request to customercare@mosaicph.co, with your order number and date when you received your item. 
2. Our online team will respond from Monday to Friday, between 10 AM to 5 PM.

Please note that this will be further evaluated and will be subject for approval upon our receipt of your return package.

What about shipping expenses for online returns?

For an exchange request, Mosaic will not cover any shipping expenses incurred by the customer, within or outside Metro Manila. Should the returned item fail to pass further inspection, Mosaic will not shoulder shipping expenses to return the item to the owner.

All items under Price Drop are not applicable for return and exchange.

Please make sure to read through item sizing and description prior to placing your order.

Kindly note that due to volume of orders being received, we will not accommodate requests to combine orders, to self pick-up orders, and to rush delivery of packages. 

Delivery may take 7 to 14 business days for Metro Manila and 7 to 20 days for provincial areas. 

We kindly advise our customers to manage their expectations when purchasing sale items from our store. It is possible that a few of these products may exhibit minimal imperfections, such as stains or minor stitching defects. We want to ensure that our customers are informed about the condition of their purchase, so they may make an informed decision.