FREQUENTLY ASKED QUESTIONS

I. About myAyala.com

1. What is myAyala.com?
2. What can I find in myAyala.com?
3. What is Glorietta5?
4. What is Sureseats?
5. How do I avail of the myAyala.com services and features?

1. Why should I register as a member of myAyala.com?
   What are the benefits of being a member?
2. How do I register? Is there a registration fee?
3. What should I do if I forgot my user-name and password?

1. How can I search for the product that I desire?
2. How do I make a purchase?
3. How do I pay? What currency?
4. How will I receive the items I purchased? How long?
5. Where can myAyala.com ship?
6. How much does shipping cost? How do I pay?
7. How do I know that my purchase was successful?
8. How do I track my orders?

1. Is it safe to pay through credit card at myAyala.com?
2. When do I get charged for my purchase?
3. Are items in Glorietta5 (or on the net) more expensive than in the real world?

1. What are the policies for Returns, Refunds and Cancellation of Orders?
2. What is the liability coverage for any products from Glorietta5?

1. How do I become a Merchant of myAyala.com? Who do I contact?

1. Who do I contact for help?

About myAyala.com

1. What is myAyala.com?

The largest online shopping mall in the Philippines , myAyala.com offers the most choices in flowers, food, prepaid cards, remittances, bills payment, gadgets, gifts, leisure, entertainment, etc. myAyala.com is a 50/50 joint venture of Ayala Land, Inc. and iAyala Co., Inc., a wholly owned subsidiary of the Ayala Corporation. iAyala was formed in early 2000 to carry the Ayala Group's interests in Internet and information technology ventures. myAyala.com , Inc. has an initial authorized stock of P100 million and initial paid-up capitalization of P50 million. The joint venture was formed to pursue various opportunities in e-commerce, among them B2C (business to consumer) and online shopping. This foray into online shopping is intended to tap the strengths of the Ayala Group in Commercial Centers Management, in particular, its long-standing relationship with mall merchants.

myAyala.com , as the premier online shopping site in the Philippines , aims to provide Filipinos with fresh, exciting, up-to-date consumer choices of world-class standards and feature the widest range of products and services to suit every need and lifestyle.

2. What can I find in myAyala.com?

myAyala.com features three components:

• Your virtual shopping mall: myAyala.com
• Your online flower shop: myflowershop.com.ph
• Your online cinema ticket reservation & information center: Sureseats.com

3. What is MyFlowerShop.com.ph?

myFlowerShop.com.ph is the first virtual flower shop in the country. Experience the convenience of walking thru our virtual shop without having to leave home or the office.

4. What is Sureseats?

Your online cinema ticket reservation & information center, Sureseats , allows you to reserve and purchase cinema tickets online for movies currently showing at the Glorietta 4, Greenbelt 3, Market Market, and Alabang Town Center . Get the latest movie reviews, screening schedules, and direct links to official movie web sites.

5. How do I avail of myAyala.com services and features?

All you have to do is register as a member of myAyala.com . Fill out the Registration Form by clicking on the ' Register Here ' icon on the myAyala.com Home Page. Membership is absolutely free. This allows myAyala.com to permanently assign a user-name and password to you so you don't have to re-enter your account information on your next visits.

Membership and Registration

1. Why should I register as a member of myAyala.com? What are the benefits of being a member?

Your account in myAyala.com is your passport to convenient and secure online shopping, your ticket to future promos, big discounts, and other perks . Having an account will entitle you to reap future benefits, join activities, get discounts, and receive freebies and important updates. The personal information you provide when you register will help us cater to your needs and wants, and give you a more personalized level of service.

2. How do I register? Is there a registration fee?

Membership is absolutely free of charge. To register and become part of the growing list of myAyala.com members, click on the ' Register Here ' icon on the myAyala.com home page ( www.myayala.com ). Carefully fill-out the registration form, because all items with the red asterisk sign (*) are fields that you are required to answer. Once you have completed this, click on the ' Submit ' button. You will be able to view the details of your registration. This ends the registration process.

3. What should I do if I forgot my user-name and password?

If you have forgotten your user-name or password, you can retrieve it by sending an email with the following information to: forgotpass@myayala.com , and customerservice@myayala.com .

Full Name:
Birth date:
Complete Address:
E-Mail Address:

We will need the above information for us to verify your identity. We will then reply to you and send your password to the registered email address that you used during your registration.

Shopping and Shipping

1. How can I search for the product that I desire?

You can search for the product of your choice in two ways. You can either use the (1) Search Tool , or you can also use (2) the Product Category List found on the left side of the myAyala.com Home Page ( www.myayala.com )
To use the Search Tool , just enter key word/s in the white box provided for, then click on the ' Go ' button. It will then show you results of your search and you can start ordering online. Key words can be any word/s that are in reference to the item that you are looking for.

To use the Product Category List , position your cursor over the Item Category of your choice. This will allow you to view the products and merchants under that category, and if you click on the Merchant of your choice, this will then show you the item categories in the Merchant's storefront. If you click on the (1) Merchant name, you will be able to view all the merchandise being sold by that Merchant. Or you can also click on the (2) Product Categories and view the specific items classified under it. You are now ready to go online shopping.

2. How do I make a purchase?

This is the best part, making your online purchase. Browse through the online shops and go to the item of your choice. To know more about the product, you can click on the product name or on the image of the product. If you want to purchase it, click on the 'Add to Cart' icon. The item will automatically be added to your Shopping Cart , where you will be able to view all the items you have picked.

On your Shopping Cart you can click on ' Remove ' to delete the item. You can also change the quantity but make sure you click on ' Apply Changes ' to update your shopping cart. You have the option to continue shopping or to ' Check out ' when you are done shopping. You will then be asked to register using your user-name and password . If you have not registered yet as a member of myAyala.com , click on the ' Register Here ' icon. Please refer to the section ' Membership and Registration ' for details on how to register.

You will then be able to view your final shopping list. Check on the ‘ Gift Wrap ' icon if you wish to have purchased items gift-wrapped. Provide all Billing and Shipping Information being asked for, including your email address and contact numbers, and then choose your preferred mode of payment. After providing all necessary information, click on ' Proceed to Step 2 '. Please take note that the handling fees are not yet computed at this stage of the order process.

Your shopping cart will now provide you with the total computation of your order, including the handling fees. Please note that the dollar rate is only an estimate, since myAyala.com only bills its customers in Philippine Peso (refer to Item #3 of this section). You may now provide all payment details and credit/debit card information being asked for. You may indicate your preferred delivery date , special message to your recipient, and special instructions for your order. Please note that your preferred delivery date is treated on a best-effort basis . If your preferred delivery date cannot be met due to valid concerns, you will be promptly notified via email, so make sure to check your email for regular updates regarding your order.

After doing these and all information is in order, you may now click on “Complete this Transaction” . You will now be able to view your final Shopping Cart including the handling fees and the total charge. You will also see your Transaction Number , special message to your recipient, and the final shipping and billing information that you have provided earlier. For all inquiries and concerns related to your purchase, always state your Transaction Number for reference purposes.

3. How do I pay? What currency?

You may pay for purchased items using your Credit/Debit Card . myAyala.com accepts Visa, Mastercard, and Diners Club International . Payments for purchased items are in Philippine Peso (PhP) . International transactions, which get charged in US Dollars or other foreign currencies, vary in currency conversion rates that depend on the Issuing Bank or Credit Card Company at the time of settlement. Actual conversion is done by the Issuing Bank upon settlement and NOT by myAyala.com.

4. How will my recipients receive the items I purchased? How long?

myAyala.com's authorized couriers will deliver items purchased at myAyala.com to your specified Shipping Address (refer to ' How do I make a purchase '). Excluding Sundays and special holidays, orders will be delivered within the next 2-3 days from the time of APPROVAL for items to be shipped within Metro Manila , and 3-5 days from time of APPROVAL for provincial delivery, unless otherwise stated in the Merchant storefront. Some items such as large appliances or customized goods may take a longer time to fulfill delivery. International delivery takes 5-7 days, depending on the destination.

Your ‘ preferred delivery date ' will be followed as long as the item/s are readily available, and the courier schedule permits. If your preferred delivery date cannot be met due to valid concerns, you will be promptly notified via email, so make sure that you regularly check your email for updates on the status of your order. For peak seasons such as Christmas, Valentine's, and Mothers' Day, delivery requests are accepted on a ‘best-effort' basis due to the large volume of orders for the season.

For more detailed information on Shipping, please proceed to the Shipping Info page.

5. Where can myAyala.com ship?

We can deliver to most local, national and international destinations. For more detailed information on shipping destinations, please proceed to the Shipping Info page.

6. How much does shipping cost? How do I pay?

Please refer to the shipping cost tables available in the Shipping Info page.

Upon Check Out from your Shopping Cart, you will be asked to provide details of your recipient and the Shipping Address. This will be the basis for your Shipping Cost or Handling Fees , which will be added to the total cost of the items that you have purchased. Our integrated shopping feature allows you to pay only for one delivery charge. However, please note that some of our merchants handle the delivery of their own products. In such cases, the delivery charge is already incorporated on the price of the product, and actual delivery of the items will be done separately, depending on the merchant.

7. How do I know that my purchase was successful?

now marked for approval. You will also receive a confirmation email indicating the summary of your order. Upon approval of your order, you will receive another email stating that your order has been “ Approved ”. Please note down your Transaction Number because you will be asked for this information in case you have an inquiry about your order. If you did not receive any confirmation via email, please notify us via email at orders@myayala.com .

8. How do I track my orders?

To track down status of orders, send an email inquiry to orders@myayala.com . Please indicate your transaction number, for reference purposes.

Safety of Credit Card Transactions

1. Is it safe to pay using my credit/debit card at myAyala.com?

myAyala.com uses Secure Socket Layer (SSL) encryption process following the best practices for e-commerce. myAyala.com is using SSL 40-bit for our log-in process, while at all other transaction pages, we use the SSL 128-bit (the encryption standard for banks) which is particularly very secure as it is the encryption method used for financial institutions. All information is encrypted on our server, and as it is sent, it cannot be hacked or intercepted. To know if your transaction is secure, locate the ‘locked padlock icon' or the ‘blue key icon' (depending on the browser that you are using).

2. When do I get charged for my purchase?

Upon receipt of confirmation email advising ‘ Transaction Approval ', this signifies that the Credit/Debit Card Company has accepted and cleared your Credit/Debit Card, and that your Bank has already recorded the purchases that you have made. The ‘ Actual Charge ' to your credit/debit card is done after the delivery of your order to your recipient.

3. Are items in myAyala more expensive than in the real world?

Products offered at myAyala.com are offered at our Merchants' cost price plus a percentage mark-up. A handling fee will then be added to the total cost of items purchased.

In some instances, the recipient will be charged additional costs, depending on the duties and customs tax requirements of the state and country where the recipient resides. This should be clear to the purchaser if the delivery is to be made abroad (outside of the Philippines ).

The confirmation email advising Transaction Approval signifies that your Credit/Debit Card has been accepted by the Card Company and that your Bank has already ear-marked from your account the purchases that you have made. At this point, you are no longer allowed to cancel your order in the same manner that a credit/debit card has already been swiped during any physical credit/debit card transaction. myAyala.com does not accept refund of orders. For more information on these policies, please refer to our Terms and Conditions and Disclaimer notices. For detailed post-sales support, you may refer to each store's Return/Exchange Policy and Disclaimer notices. myAyala.com however, may replace products sold should we determine and evaluate that the products have been damaged and/or are unsatisfactorily produced, handled and delivered, beyond the control and knowledge of the recipient. The products should be shipped back in its original packaging to the myAyala.com office, after a support inquiry has been made via email or phone call within 7 days of receipt of purchased goods. Customers should first coordinate with myAyala.com Customer Service telephone no. (632) 813-2383 or through customerservice@myayala.com prior to the return of the items to our Operations Center at Unit 309 3/F SEDCCO 1 Bldg., 120 Rada cor. Legaspi St., Legaspi Village Makati City 1229.

2. What is the liability coverage for myAyala.com products?

In no event shall myAyala.com be liable for any direct, indirect, special, punitive, incidental, exemplary or consequential damages, or any damages whatsoever, even if myAyala.com has been previously advised of the possibility of such damages, whether in an action under contract, negligence, or any other theory, arising out of, or in connection with the use, inability to use or performance of the information, services, products, and materials available from the site. These limitations shall apply notwithstanding any failure of essential purpose of any limited remedy. Because some jurisdictions do not allow limitations in how long an implied warranty lasts, or the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply.

Joining myAyala.com as a Merchant

1. How do I become a Merchant of myAyala.com? Who do I contact?

To join the growing list of myAyala.com merchants, please send us a copy of your Company Profile, Proposal Letter, product brochures, or any literature about your company and your products to:

Customer Service

1. Who do I contact for help?

For concerns on orders, please send e-mail to orders@myayala.com and for all other information, customer concerns, comments, and suggestions please send an email to customerservice@myayala.com . Or you can call us at (632) 813-2383 (see Contact Us for our US numbers) or send a fax to (632) 752-5279, or visit us at our Operations Center , Unit 309 SEDCCO 1 Bldg., 120 Rada cor. Legaspi St. , Legaspi Village , Makati City , Philippines .