Frequently Asked Questions
Practical information about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support.
For order, shipping, return, refund, exchange, size or payment questions, contact support@phaurex.com.
Orders
How long does order processing take?
Orders are usually processed within 1–3 business days.
When is an order dispatched?
Orders are dispatched within 3 business days.
Can I cancel my order?
You may request cancellation before dispatch by contacting support@phaurex.com. After dispatch, cancellation cannot be guaranteed.
Can I change my delivery address?
You may request an address change before dispatch. After dispatch, a change cannot be guaranteed and may depend on the carrier.
Payments
Which payment processor is used?
Card payments are processed through Stripe.
Which primary card brands are shown?
Visa, Mastercard, American Express, JCB, Discover and Diners Club. Additional methods may be available where displayed on the Payment or Checkout page.
Do displayed prices include tax?
Displayed product prices include applicable tax according to the website’s pricing configuration. Customs and import charges, where applicable, are separate.
Shipping
How long does transit take?
Estimated transit time is 7–15 business days after dispatch. This is an estimate, not a guaranteed arrival date.
Is tracking included?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch when tracking data becomes available.
What is the standard shipping fee?
Standard shipping is 6$ when the order does not meet the free-shipping threshold.
When is standard shipping free?
Orders reaching 50 qualify for free standard shipping.
Which carriers may be used?
DHL, UPS, FedEx, USPS or YunExpress may be used. The carrier for an individual order can depend on destination, route and operational arrangements.
Returns
How long do I have to request a return?
For products covered by the normal return policy, request a return within 14 calendar days after receipt by contacting support@phaurex.com.
Who pays return shipping for a normal return?
For change-of-mind, size preference or other non-defective returns, the customer pays the return shipping cost.
Who pays if the item is damaged, defective, incorrect or incomplete?
The merchant pays the applicable return shipping cost for qualifying problem goods.
Is there a restocking fee?
No. No restocking fee is charged.
Do EU consumers have a statutory withdrawal right?
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt, without giving a reason. Mandatory statutory rights remain unaffected.
Refunds
How quickly are approved refunds processed?
Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed, subject to any mandatory statutory refund deadline.
How are refunds paid?
Approved refunds are generally returned to the original payment method.
What happens to standard delivery charges under EU withdrawal rights?
Where required by applicable EU consumer law, the standard original delivery cost must be refunded. Any supplementary amount for a more expensive delivery option may be excluded to the extent permitted by law.
Exchanges
Are direct exchanges supported?
Yes. Direct exchanges are supported.
Who pays shipping for a normal exchange?
For a non-defective exchange, the customer pays both the return shipping cost and the replacement item shipping cost.
Who pays for an exchange involving problem goods?
For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs.
Sizing
Which sizes are covered by the general guide?
S, M, L, XL and XXL are included in the general size guide.
Which size information takes priority?
General body measurements are for reference. Product-specific size information shown on an individual product page takes priority.
Privacy and Security
Who should I contact about privacy?
For privacy, GDPR, personal data, cookies, consent or data protection questions, contact privacy@phaurex.com.
Should I email my card security details?
No. Do not send a full card number, CVV/CVC, PIN or other card security code through ordinary customer-service email.
Customer Support
How do I contact customer support?
Email support@phaurex.com. Business hours: Monday-Friday, 09:00-18:00.
What happens if a parcel appears lost?
Contact support. We will review tracking and investigate with the relevant carrier. If the parcel is confirmed lost, an appropriate resolution will be offered: reshipment or refund.