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We are here to help. Shoot us an email with any questions and we will try our very best to get you an answer. Oh yea, we would love some feedbacks too! 

 info@phygge.com 

Do you ship internationally?

Yes, we do.

Orders are shipped to many countries around the world from our London distribution centre.

If you do find a problem setting up a delivery address please do not hesitate to contact us and we will be happy assist you. This issue could be due to delivery and shipping restrictions/prohibitions and brand and product restrictions in certain countries.

How much is postage / packaging and how long does delivery take?

We normally expect to despatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3-5 days for some orders due to the high volumes.

United Kingdom

FREE STANDARD UK DELIVERY ON ORDERS OVER £59 / EXPRESS UK DELIVERY ON ORDERS OVER £69.

All UK orders are posted via Tracked & Signed service.

Standard pricing below minimum order:

  • UK Standard (2-4 working days): £3.95
  • Express (1-2 working days): £4.95

 

Europe

 FREE TRACKED & SIGNED INTERNATIONAL SHIPPING ON ORDERS OVER £100.

Standard Pricing Below Minimum Order:

  • Tracked & Signed (3-5 working days): £12.95

 

Rest of the world

 FREE TRACKED & SIGNED INTERNATIONAL SHIPPING ON ORDERS OVER £120.

Standard Pricing Below Minimum Order:

  • Tracked & Signed (5-7 working days): £14.95

My order has been despatched but I have not received it yet.

We are sorry about that. As soon as we despatch your order you will receive an email confirmation from us confirming that your order has been sent, if this was using a tracked service it will include a tracking number in the email.

We suggest tracking your order using the tracking number on the despatch confirmation email.

Do I have to pay for VAT or Customs Tax?

All orders are despatched in our London distribution centre. If your order was an international order, you will be responsible for all customs duties and taxes.

I have been asked to pay Customs/VAT charges.

You may be asked to pay customs or VAT charges if your order passes through your local customs office.

PHYGGE will not be refunding these charges.

Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country.

We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.

What happens if I reject my delivery because of customs?

We reserve the right to recover our costs of delivery and returns for orders rejected due to customs charges.

What is your returns policy?

All returns must be processed within 30 days of receiving the order and the product must be unused.

Free returns are only eligible for UK orders. For a free return shipping label, e-mail info@phygge.com with your order number and the product(s) you would like to return.

  • Europe orders will be returned to our UK warehouse.
  • Orders of the rest of the world will be returned to our Hong Kong warehouse.

You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that!

Please contact us as soon as possible.

Which products can I return?

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 30 days of despatch.

How long do I have to return an item?

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 30 days of despatch.

How long will it take to process my return?

Returns are usually processed within a few days of receiving the goods back to our warehouse.

Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.

We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).

If you have not received your refund after this time, please contact our customer service team and we will be happy assist you.

My return was processed but my delivery charge wasn't refunded.

If you have returned an order to us because you no longer wanted it or have changed your mind then we will not be able to refund your postage costs.

Are the items reserved as long as they are in my cart?

Yes, but only for 60 minutes! 

How do I create my wishlist?

Simply click on ” Screen Shot 2016-04-25 at 05.58.43 ” to add the products to your Wishlist.

Whenever you want to browse your list, just click on ‘Wishlist’ at the top left of the page.

I can't find the product I am looking for.

We are constantly striving to discover great products and make them accessible to all of you, therefore feel free to suggest any beauty products that you truly love but unavailable everywhere! Let us know here.

The item I want is out of stock, will you be getting more stock?

In most cases, we allow our customers to back-order the sold out item in order to make sure it is well reserved once it has arrived our warehouse. However, we might not restock the products if the demand level is exceptionally low.

Sorry for all the inconveniences caused.

When will my order be despatched?

We normally expect to despatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3 – 5 days for some orders due to the high volumes.

You will receive a confirmation of despatch once your order has left our warehouse.

How do I search for order details using my order number?

Using your order number from the order confirmation email, you can track your order by going to Account Settings -> Track My Order.

How do I change the delivery address on my order?

If you wish to change your delivery address please contact us immediately detailing your order number.

The change can always be made as long as your order is still with us (before despatch), therefore the earlier you contact us, the higher the possibility we may be able to intercept your order because we pick, pack and despatch orders very quickly.

How do I cancel my order?

If you wish to cancel your order please contact us immediately detailing your order number.

The cancellation can always be made as long as your order is still with us (before despatch) because we want you to be 100% happy with your purchase! Therefore, the earlier you contact us, the higher the possibility we may be able to intercept your order because we pick, pack and despatch orders very quickly.

If we are unable to stop your shipment please feel free to use our returns policy to return your product for a full refund.

Why has my order been cancelled?

If your order has been unexpectedly cancelled or declined please contact us immediately and we will be happy assist you.

Your order may have been cancelled in the unlikely event that the item is out of stock. In this case, we will let you know by email and refund the full amount paid for the product.

We apologise for the inconveniences that may cause.

Why has my order been sent in one than more package?

We apologise in advance for any inconvenience this may cause, but due to strict postal weight restrictions, some orders will need to be sent in more than one package.

These packages may arrive at different times.

You are able to check if your order was sent in more than one package on your despatch confirmation email.

Which payment methods do you accept?

At current stage, you can pay with a debit or credit card via PayPal (without a PayPal account) or pay with your PayPal account.

Sorry for the inconveniences caused.

Which exchange rate do you use?

All of our products are priced in GBP. While you make your payment, your payment provider will convert your purchase price to your local currency upon completion of the transaction.

When will I be charged?

If your card is authorised, payment will provisionally be taken from your account immediately by your card issuer.

Once your order is despatched, PHYGGE will take payment for your order.

Why has my payment method been declined?

Unfortunately, we are unable to provide any information on the reason for the decline, but suggest verifying the card information including expiry date, billing address and security code was entered correctly and try it again. If the card is declined again, you may need to contact your credit card company or the issuing bank for more information.

As card issuer’s do not share this information with us it is advisable that you contact your card issuer directly.

+ Shipping & Handling

Do you ship internationally?

Yes, we do.

Orders are shipped to many countries around the world from our London distribution centre.

If you do find a problem setting up a delivery address please do not hesitate to contact us and we will be happy assist you. This issue could be due to delivery and shipping restrictions/prohibitions and brand and product restrictions in certain countries.

How much is postage / packaging and how long does delivery take?

We normally expect to despatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3-5 days for some orders due to the high volumes.

United Kingdom

FREE STANDARD UK DELIVERY ON ORDERS OVER £59 / EXPRESS UK DELIVERY ON ORDERS OVER £69.

All UK orders are posted via Tracked & Signed service.

Standard pricing below minimum order:

  • UK Standard (2-4 working days): £3.95
  • Express (1-2 working days): £4.95

 

Europe

 FREE TRACKED & SIGNED INTERNATIONAL SHIPPING ON ORDERS OVER £100.

Standard Pricing Below Minimum Order:

  • Tracked & Signed (3-5 working days): £12.95

 

Rest of the world

 FREE TRACKED & SIGNED INTERNATIONAL SHIPPING ON ORDERS OVER £120.

Standard Pricing Below Minimum Order:

  • Tracked & Signed (5-7 working days): £14.95

My order has been despatched but I have not received it yet.

We are sorry about that. As soon as we despatch your order you will receive an email confirmation from us confirming that your order has been sent, if this was using a tracked service it will include a tracking number in the email.

We suggest tracking your order using the tracking number on the despatch confirmation email.

Do I have to pay for VAT or Customs Tax?

All orders are despatched in our London distribution centre. If your order was an international order, you will be responsible for all customs duties and taxes.

I have been asked to pay Customs/VAT charges.

You may be asked to pay customs or VAT charges if your order passes through your local customs office.

PHYGGE will not be refunding these charges.

Unfortunately, we have no control over these charges or the costs applicable as these vary from country to country.

We recommend you contact your local customs office to find out more about any possible charges you may be required to pay.

What happens if I reject my delivery because of customs?

We reserve the right to recover our costs of delivery and returns for orders rejected due to customs charges.

+ Returns & Exchanges

What is your returns policy?

All returns must be processed within 30 days of receiving the order and the product must be unused.

Free returns are only eligible for UK orders. For a free return shipping label, e-mail info@phygge.com with your order number and the product(s) you would like to return.

  • Europe orders will be returned to our UK warehouse.
  • Orders of the rest of the world will be returned to our Hong Kong warehouse.

You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.

What should I do if I receive the wrong product?

If you received a product different from the one that you ordered, sorry about that!

Please contact us as soon as possible.

Which products can I return?

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 30 days of despatch.

How long do I have to return an item?

Items can only be returned if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and must be returned within 30 days of despatch.

How long will it take to process my return?

Returns are usually processed within a few days of receiving the goods back to our warehouse.

Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment.

We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).

If you have not received your refund after this time, please contact our customer service team and we will be happy assist you.

My return was processed but my delivery charge wasn't refunded.

If you have returned an order to us because you no longer wanted it or have changed your mind then we will not be able to refund your postage costs.

+ Shopping with us

Are the items reserved as long as they are in my cart?

Yes, but only for 60 minutes! 

How do I create my wishlist?

Simply click on ” Screen Shot 2016-04-25 at 05.58.43 ” to add the products to your Wishlist.

Whenever you want to browse your list, just click on ‘Wishlist’ at the top left of the page.

I can't find the product I am looking for.

We are constantly striving to discover great products and make them accessible to all of you, therefore feel free to suggest any beauty products that you truly love but unavailable everywhere! Let us know here.

The item I want is out of stock, will you be getting more stock?

In most cases, we allow our customers to back-order the sold out item in order to make sure it is well reserved once it has arrived our warehouse. However, we might not restock the products if the demand level is exceptionally low.

Sorry for all the inconveniences caused.

+ My Order

When will my order be despatched?

We normally expect to despatch all orders within one working day, however in the run up to really busy periods like Christmas we may take up to 3 – 5 days for some orders due to the high volumes.

You will receive a confirmation of despatch once your order has left our warehouse.

How do I search for order details using my order number?

Using your order number from the order confirmation email, you can track your order by going to Account Settings -> Track My Order.

How do I change the delivery address on my order?

If you wish to change your delivery address please contact us immediately detailing your order number.

The change can always be made as long as your order is still with us (before despatch), therefore the earlier you contact us, the higher the possibility we may be able to intercept your order because we pick, pack and despatch orders very quickly.

How do I cancel my order?

If you wish to cancel your order please contact us immediately detailing your order number.

The cancellation can always be made as long as your order is still with us (before despatch) because we want you to be 100% happy with your purchase! Therefore, the earlier you contact us, the higher the possibility we may be able to intercept your order because we pick, pack and despatch orders very quickly.

If we are unable to stop your shipment please feel free to use our returns policy to return your product for a full refund.

Why has my order been cancelled?

If your order has been unexpectedly cancelled or declined please contact us immediately and we will be happy assist you.

Your order may have been cancelled in the unlikely event that the item is out of stock. In this case, we will let you know by email and refund the full amount paid for the product.

We apologise for the inconveniences that may cause.

Why has my order been sent in one than more package?

We apologise in advance for any inconvenience this may cause, but due to strict postal weight restrictions, some orders will need to be sent in more than one package.

These packages may arrive at different times.

You are able to check if your order was sent in more than one package on your despatch confirmation email.

+ Payment

Which payment methods do you accept?

At current stage, you can pay with a debit or credit card via PayPal (without a PayPal account) or pay with your PayPal account.

Sorry for the inconveniences caused.

Which exchange rate do you use?

All of our products are priced in GBP. While you make your payment, your payment provider will convert your purchase price to your local currency upon completion of the transaction.

When will I be charged?

If your card is authorised, payment will provisionally be taken from your account immediately by your card issuer.

Once your order is despatched, PHYGGE will take payment for your order.

Why has my payment method been declined?

Unfortunately, we are unable to provide any information on the reason for the decline, but suggest verifying the card information including expiry date, billing address and security code was entered correctly and try it again. If the card is declined again, you may need to contact your credit card company or the issuing bank for more information.

As card issuer’s do not share this information with us it is advisable that you contact your card issuer directly.

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