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FAQs

Here you can find the commonly asked questions about how to order on the Direct to Consumer website, and solutions to any common issues may face. If your question isn't answered below, please reach out to our Consumer Care team here.

ACCOUNT

You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:

1. Log into your account by clicking on the Log In / Sign Up button in the top right hand corner of the screen.

2. Select "Edit Profile" from the left hand menu to amend your preferred name, contact details, and email address. Select "Addresses" to add or remove addresses from your account.

Any changes you make to your account will not affect the details of any orders you've already placed.

The security of your data is of the utmost importance to us. Direct to Consumer store is GDPR (General Data Protection Regulation) compliant.

Reach out to us at the “Contact Us” form and we will get back to you within 1 business day.

If you have forgotten your password, simply click "Forgot Password" and follow the instructions which will be sent to your registered email address

Reach out to us at the “Contact Us” form and we will get back to you within 1 business day.

Covid-19 Information

Yes, where the order is not paid for via Cash on Delivery, our delivery partners offer contactless delivery in The Philippines

For deliveries which are not Cash on Delivery, our delivery partners offer contactless delivery in The Philippines

Yes, we're operating as usual during this time. Due to the curfew imposed by the Governement of The Philippines, we are not able to make any deliveries after 8pm.

DELIVERY

At present we are not able to offer delivery date selection services within The Philippines.

Orders are delivered between 8am and 8pm. At present it's not possible for you to select your delivery timing, but this is something we're working on.

We do not offer international shipping at this time.

At present we are not able to offer express delivery services within The Philippines.

Whilst it's our priority that you receive your order as soon as possible, our warehouse and delivery partner are closed on weekends and Public Holidays. Your order will therefore be processed on the next working day.

Yes, you can track your delivery via the URL and unique delivery tracking number in your shipping confirmation email.

Your order will be picked, packed, and ready to be passed to our delivery partners within one working day. Once it is with our delivery partners, the speed of delivery will depend on your delivery address, and the delivery service that you have selected.

Estimated timeline for delivery as follows:

Metro Manila: 2 -3 business days upon pick up

Provincial: 5 - 7 business days upon pick up

Please contact us via our "Contact us" form and select query type "order"

For our standard delivery service, there is no minimum spend required for free delivery.

Yes, apart from Enfamil A+ Soy and Nutramigen, all Mead Johnson Nutrition products sold on Enfashop - Enfagrow Official Flagship Store are halal.

We offer nationwide delivery in the Philippines. Please note that different delivery locations will have different expected delivery timelines.

Estimated timeline for delivery as follows:

Metro Manila: 2 -3 business days upon pick up

Provincial: 5 - 7 business days upon pick up

ORDER

Unfortunately, once a new order has been generated, it's not possible to make cancellations. Please therefore check your order thoroughly before making payment.

If you realise you have selected the wrong delivery address, please reach out to us at through the "Contact Us" form as soon as possible. If the order has not already been passed to our delivery providers, our operations team will attempt to change the delivery address. If the order is already with our delivery partners, it will not be possible to change the delivery address, so please do check your order carefully before making payment.

You can track your order status on your account page if your order was made while signed in. Your Order History will show at the base of your account page (below your account details). Your order payment status should show 'Paid' and you should have received an order confirmation within 24 hours of placing your order.

If you click your order number, you can also view the full order details, including the order contents, and the price paid for the order (including any discounts redeemed).

What do I do if my order status is showing 'Paid' but I didn't receive a confirmation email?

If you didn't receive your Order Confirmation Email, please check the following your junk / spam email inbox to see if the order from the Nutrihealth store has been sent there.

If you're still unable to find your Order Confirmation Email, don't worry, please reach out to us at the "Contact Us" form and we will get back to you within 1 business day.

You can make your order by following these easy steps:

1. Add the product that you want to buy to your cart by clicking "Add to Cart" button.

2. Once you have finished your shopping, click on the "Checkout" button.

3. Make sure that all information (including the product list, personal data, billing and shipping address) is correct.

4. Choose the payment method you would like to use.

5. You will receive your Order ID and payment instructions, depending on your method, via e-mail.

Once your order is confirmed, you will receive an Order Confirmation email from the Nutrihealth store within 30 minutes.

After this, depending on whether you requested email or SMS order updates you will receive the following order status updates:

Order Fulfilment Notification - This means that your order has been picked and packed and has been handed to our delivery partners. You will also receieve an order tracking link so you can track your order on it's way to you.

You should receive your order confirmation email within 30 minutes of your order being placed. If you didn't receive your Order Confirmation Email, please check the following your junk / spam email inbox to see if the order from the Nutrihealth store has been sent there.

If you're still unable to find your Order Confirmation Email, don't worry, please reach out to us at the "Contact Us" form and we will get back to you within 1 business day.

Unfortunately, once a new order has been generated, it's not possible to make amendments. Please therefore check your order thoroughly before making payment.

Once your order is confirmed, you will receive an Order Confirmation email from the Direct to Consumer store within 30 minutes. The order confirmation number begins with "NH"

ORDER ISSUES

Please contact us via our "Contact us" form and select query type "order" and we will get back to you within 1 business day

Please contact us via our "Contact us" form and select query type "order" and we will get back to you within 1 business day

Please contact us via our "Contact us" form and select query type "order" and we will get back to you within 1 business day

PAYMENT

As an online business, our prices change in response to different promotional campaigns, stock levels, and demand from customers. In this case we will not refund the difference.

Your security is of utmost importance to us. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to the banks.

We offer two payment options:

1. Via credit card (Mastercards, Visa, JCB) through a secured payment gateway partner, PayMaya

2. Cash on Delivery

Yes, your payment goes through a secure gateway called PayMaya

All prices on the Nutrihealth store include tax

If your payment has been declined, you will need to place your order again - we are not able to generate an order once payment has been declined.

All prices on the Nutrihealth store are listed in Philippine pesos

If you pay online, your payment will be collected on the date that you place your order. If you select "cash on delivery" your payment will be collected when the order is delivered to you.

PayMaya is a secure 3rd Party payment gateway, which processes all payments made online on the Nutrihealth store.

PRODUCT AND BRAND

https://www.enfamama.com.ph/user/enrollment

PRODUCTS

If you would like to make a bulk purchase, please send your requests directly through the “Contact Us” form.

You can find the expiration date at the bottom of the tin. For all the orders processed through the Nutrihealth Store will have a minimum of 6 months expiration date, unless explicitly stated on the product listing page.

PROMOTIONS

Every order can only have a maximum of 1 voucher to be applied. There is strictly no stacking of vouchers i.e. using 2 vouchers at the same time.

To apply a discount code to your order, please select "Check Out" on the cart page. You will then see a box on the right hand side which says "promo code / coupon code".

Some steps to check if your discount code doesn’t work:

1) Which products are you ordering? Please note, that due to legal restrictions, Nutrihealth is not able to offer any product discounts on the following product ranges: Enfamil A+ Stage 1, Enfamil A+ Stage 2, Enfagrow A+ Stage 3, Lactum 0-6 months, Lactum 6-12 months, Lactum 1-3 yeals old , or any Speciality Products. If you are ordering products exclusively from these ranges, you will not be able to apply a discount code

2) Does the discount code have a minimum spend to be redeemed? Please be aware, that the any amount spent on legally restricted product ranges (listed above) does not count towards the minimum spend.

3) Is the coupon code still valid? The coupon code expiry date should be listed as part of the terms and conditions

4) Are there any other terms and conditions on the discount code, for example "New customers only". You should be able to find any terms and conditions where the coupon code has been issued to you.

If you're unsure why the discount code is not applying, or you think that it is not applying your discount correctly, please reach out to us via our "contact us" form

You can view all active promotions on the promotions tab of our website, found here Promotions