Customer Service

Whether you need help with an order, a return, sizing advice, or anything else about BNY Jeans, our customer service team is ready to assist. We want every purchase to feel easy from checkout to delivery — and we are here if something does not go as planned.

Most questions can be answered quickly by email or phone during business hours. For detailed requests — such as returns, exchanges, or order changes — please include your order number so we can help you faster.

How we can help

Orders & payments — Order status, payment confirmation, missing items, or changes before your order ships.
Shipping & delivery — Delivery timelines, shipping fees, and free-shipping thresholds. See our Shipping page for full details.
Returns & exchanges — Eligibility, timelines, and how to start a return. Read Returns & Exchanges before sending anything back.
Tracking — Use the link in your shipping confirmation email, or visit Track Your Order for guidance.
Size & fit — Not sure which size to pick? Our Size & Fit Guides include measurement charts for men’s and women’s tops and bottoms.
Products & availability — Fabric, fit, care instructions, or restock questions for a specific style.
Account & website — Sign-in, password reset, checkout issues, or newsletter preferences.

Contact us

Channel	Details
Email	[email protected] — best for order numbers, photos, and non-urgent requests
Phone	+63 960 665 2160
Mobile	+63 960 665 2160
Hours	Monday – Friday, 9:00 AM – 6:00 PM PHT (excluding public holidays)
Office	410 Quirino Highway, Quezon City, Philippines

Prefer a form? Send us a message through our Contact Us page — choose your inquiry type and we will route it to the right team.

What to include in your message

Adding these details up front helps us resolve your concern in one reply:

Order number — Found in your order confirmation email (e.g. BNY-XXXXXX).
Full name & email — The name and email address used at checkout.
Product name or SKU — As shown on the product page or your receipt.
Clear description — What happened, what you expected, and what you need (exchange size, refund, replacement, etc.).
Photos — For damaged, defective, or incorrect items, attach clear photos of the product and packaging.

Response times

Email & contact form — We aim to reply within 1–2 business days. Messages received after hours or on Sundays are handled on the next business day.
Phone — Live support during business hours. If we miss your call, leave a voicemail with your order number and we will call you back.
Peak seasons — During sales and holidays, replies may take an extra day. We appreciate your patience.

Frequently asked questions

Can I change or cancel my order?

If your order has not shipped yet, contact us as soon as possible with your order number. Once an order is handed to our courier, we cannot change the delivery address or cancel it — but we can guide you through a return after delivery if eligible.

My order has not arrived. What should I do?

Check your shipping confirmation for tracking updates first. Delivery within the Philippines typically takes 3–7 business days depending on your location. If tracking shows delivered but you did not receive the package, or if it has been unusually delayed, email us with your order number and we will investigate with the courier.

How do I return or exchange an item?

Eligible items can be returned or exchanged within 14 days of delivery if unworn, unwashed, and with original tags attached. Start by emailing customer service with your order number and reason for return. See Returns & Exchanges for the full policy.

Do you offer free shipping?

Yes — on qualifying orders nationwide. Minimum spend is PHP 1000 for Metro Manila, PHP 2,000 for Luzon, Visayas, and Mindanao. Full thresholds and delivery notes are on our Shipping page.

I need help choosing a size.

Visit our Size & Fit Guides for measurement charts and fit tips. You can also email us your height, usual size in other brands, and the product you are interested in — we will recommend a size.

I have a question about a store purchase.

For items bought at a physical BNY Jeans store, return and exchange policies may differ from online orders. Bring your receipt to the store where you purchased, or contact us with the store name and date of purchase and we will point you in the right direction.