Refund policy
We want you to be happy with what you bought from PHESIA. If something is not right, here is exactly how it works. Please read this before you order, because our return window is short.
How long you have
You have 7 days from the day your order is delivered to tell us you want to return an item. Email support@phesia.com with your order number and the item or items you want to send back.
Once we approve the return we will email you the return address. Your parcel must be posted back within 7 days of that approval.
We cannot accept requests made more than 7 days after delivery.
Condition of returned items
Items must be unworn, unwashed and unused, with all original tags still attached, in their original garment packaging with the SKU label intact.
Returns that reach us worn, washed, without tags, without the original packaging, or outside the time limits above may be refused, or refunded less a 20% restocking fee.
Who pays return postage
Return postage is paid by you.
The exception is when the item arrived damaged, faulty, or is not what you ordered. In that case we cover everything and you will not be out of pocket.
The shipping you paid on the original order is not refunded.
Items that cannot be returned
For hygiene reasons the following are final sale and cannot be returned or refunded unless they are faulty:
- Swimwear
- Intimates, lingerie and bodysuits
- Jewellery
- Beauty products
- Face masks
- Any item marked "Final sale" on its product page
Exchanges
We do not offer exchanges.
If you need a different size or colour, send the original item back for a refund and place a new order straight away. That way you get the size you want without waiting for the first parcel to travel back to us.
Damaged, faulty, or wrong item
Email us within 7 days of delivery with your order number and a clear photo showing the problem. We will refund or replace the item in full, including shipping, and you will not pay any return postage.
When you get your money back
Once your return reaches us and has been checked, we process the refund within 5 to 7 business days. After that it usually takes a further 3 to 10 business days for the money to appear on your statement, depending on your bank or card issuer.
Refunds go back to the payment method you originally used. We cannot refund to a different card or account.
Where we can accept returns
Returns are currently available on orders delivered within the United States.
If your order was delivered outside the United States and there is a problem with it — damaged, faulty, or not what you ordered — write to us and we will put it right.
Cancelling an order
Orders reach our fulfilment partner quickly, often within hours of being placed. If you need to cancel, email us straight away and we will cancel it if it has not been picked yet. Once an order has been dispatched it can no longer be cancelled and becomes a return.
A parcel that has not arrived
If tracking shows your parcel as delivered but you do not have it, or if tracking has not moved for 10 business days, contact us. We will open a trace with the carrier and stay on it until it is resolved.
Your legal rights
Nothing in this policy takes away any right you have under the consumer law that applies where you live.
Contact
PHESIA — ABN 64 937 600 509
Email: support@phesia.com
