FAQs

1. General questions

 

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email to track the status of your order.
  • Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
  • Additionally, you can track the status of your order in the "Track Order" section on Home page on the website.

 

Can I change my order?

  • Sorry, once you have checkout and paid. We are unable to change you order. Please double check of your order before check out.

 

Where do you ship?

 

2. Payment

What payment methods do you accept?

  • You can purchase on our website using a debit or credit card.
  • We additionally offer support for Visa, Master Card, American Express, Shop Pay, Apple Pay, and Google Pay
  • You can choose these payment methods at checkout.

 

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: AUD, USD, British Pound and HKD. 

If your credit or debit card use another currency, we recommend to select the website in USD in the bottom of the website. Your bank will apply the corresponding  conversion rate of the currency you choose.

 

3. Shipping

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

 

4. Returns

Do you accept returns?

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at phimoffice@gmail.com. 

We DO accept returns in respect to the following conditions:

  • The item must have been sold on our online store
  • The item shouldn't have been used in any way
  • The return request is made within 7 days of delivery
  • The return is made within 7 days of the return or exchange request

We DO NOT accept returns in respect to the following conditions: 

  • The item which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The item which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • The item which are, after delivery, according to their nature, inseparably mixed with other items.
  • Purchases which are on sale items or buy at discounts or gift cards.

Can I exchange an item?

Sorry we do not accept exchange at this moment. But we can arrange for refund.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

 

5. Other questions

Do you have physical stores?

We currently don't have any physical stores under our brand name. We only have a operation office.

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return request resulting from a defective item granted they respect the following conditions in Returns section.

If you have a return request resulting from a defective item please reach us by email for more information on how to proceed.