Shipping policy

Shipping Policy

Processing Times

Orders are processed Monday–Friday.

Please allow up to 1–3 business days for your order to ship. This may extend slightly during launches, restocks, or high-volume periods. Once your order ships, you’ll receive a confirmation email with tracking information.

Domestic Shipping (United States)

We ship from New Jersey, USA.

Available services include:

  • Standard Shipping (carrier-calculated at checkout)
  • Expedited options also available at checkout

Shipping costs are automatically calculated based on weight, destination, and service level.

Please note:

  • Original shipping fees are non-refundable
  • We are not responsible for packages marked “delivered” by the carrier
  • Carrier delays (weather, customs, staffing, etc.) are out of our control

International Shipping

We ship internationally to select countries. We are working on expanding this as we continue to grow!

Shipping rates are calculated at checkout based on destination, weight, and service.

Customs, Duties & Taxes

International orders may be subject to customs fees, import duties, VAT, or taxes determined by your country.

  • These fees are not included in our shipping charges
  • They must be paid by the recipient
  • We cannot predict or control these fees

If a package is refused or returned due to unpaid duties/taxes, it is not eligible for a refund.

International Return Policy

At this time, international orders shipped outside the European Union are final sale. We cannot accept returns, exchanges, or store credit for these orders.

EU Right of Withdrawal

If your order is shipped to a country within the European Union, you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, in accordance with EU consumer protection law. This right applies in place of our standard final sale policy for EU orders.

To exercise this right:

  1. Notify us of your decision to withdraw within 14 days of the date your order (or the last item in your order) is delivered. You can do this through our withdrawal request portal, or by emailing customerservice@phephe.com with your order number and a clear statement that you wish to withdraw.
  2. Once you've notified us, send the item(s) back to us within 14 days.
  3. You are responsible for the direct cost of return postage.

Please note:

  • Items marked Final Sale, underwear, bodysuits, and other intimate items are excluded from the right of withdrawal for hygiene reasons, consistent with our Final Sale Items policy below.
  • Once we receive your returned item(s), or proof that you've shipped them (whichever comes first), we will refund the price paid for the item(s) plus your original standard shipping cost, within 14 days, to your original payment method. No handling fee applies to withdrawals made under this right.
  • This right applies specifically to orders shipped within the EU and does not extend return eligibility to other international orders, which remain final sale as described above.

Address Accuracy

Please double-check your shipping address before completing checkout.

If your order hasn't shipped yet, reach out to us within 30 minutes of placing your order and we’ll do our best to help.

Lost or Stolen Packages

If your tracking shows “delivered” but you cannot locate your package:

  1. Check with neighbors, building managers, or front desk
  2. Confirm the shipping address used at checkout
  3. Contact the carrier directly

Route

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

With Route, if your order is lost, stolen, or damaged, you can easily file a claim at https://claims.route.com/, and they’ll take care of you right away.If you decide not to add Route to your order, please note that phe phe is not responsible for any shipping issues, and unfortunately, we will be unable to offer refunds or replacements for uninsured orders.

Preorders & Backordered Items

If applicable, preorder shipping timelines will be listed on the product page. Orders containing preorder items may ship together unless stated otherwise.

Questions?

We’re here to help! Contact us anytime: customerservice@phephe.com