FREQUENTLY ASKED QUESTIONS

PARRAINEZ UN AMI

To start referring to your friends, simply send as the email address of the person you would like to refer from ‘Refer a Friend’ page. Your friend must be a new customer and must not already have an account with us. Once your friends visites your unique referral link, they will then be presented a discount code which should be copied for pasting at checkout.

If you need to update any information on your account, you can do so by logging in and going to “Settings”.  From there, you can change your login credentials, personal information — including billing and shipping addresses — and more.  If you have a current active order, these changes will only be applied on your next order with us, so please keep this in mind when changing shipping addresses, for instance.

Payment method can be changed just like other account information. Once in “Settings”, scroll to the payment page and update all payment information that you need to. Please note that if you do not see your preferred method of payment on our page, than we do not offer. Currently we take all major credit cards, including Visa and MasterCard, and PayPal.

ACCOUNT

To make an account with us at Phénix Art, click on the “My Account” tab to the far right.  From there you click “Sign up” and then create an account by entering your personal information in our server. This account will hold all information you need for easy, fast and convenient orders in the future!

If you need to update any information on your account, you can do so by logging in and going to “Settings”.  From there, you can change your login credentials, personal information — including billing and shipping addresses — and more.  If you have a current active order, these changes will only be applied on your next order with us, so please keep this in mind when changing shipping addresses, for instance.

Payment method can be changed just like other account information. Once in “Settings”, scroll to the payment page and update all payment information that you need to. Please note that if you do not see your preferred method of payment on our page, than we do not offer. Currently we take all major credit cards, including Visa and MasterCard, and PayPal.

ORDERING

Making an order is as simple as shopping around the site and adding things to “My Bag” as offered on each product page. Once you are done shopping, you can go to “My Bag” in the top right corner, check that quantities are right, and then click “Proceed to Checkout”.

Once you get to the Checkout page, you will be asked to double check your shipping and billing information and then you can put in any kind of coupon or discount code that you’d like to use. After making sure that all order and shipping details are correct, you can click “Place Order”, and you’ll be taken through to the completion page.

After you order a product, we update the info in our database and our processing for the delivery begins.

Our items are all made to order so you will be getting a brand new product each time. However, if you’ve been shopping around but aren’t happy with what we can offer, we do work on custom orders!  All you need to do is to contact us at contact@phenixart.be and we will work with you to create a customized order specific to your needs. We will also be transparent on price before you decide to order for added convenience.  Please note that custom orders take longer to create before shipping!

PAYMENT

You can claim your exchange as per the company policy. You should contact us as soon as possible.

Yes, you have got the full right to do that. However, if you do so after the product is in the shipping process, ten you need to pay for the product.

This is to track the orders that you have in our site.

DELIVERY

The delivery charges depend on the place you live and also promotional offers. This, much like the length of time, will be determined by where you are located when ordering. Local orders cost about $5 for shipping and can be eligible for express shipping if you’d like to pay extra.  For international orders, there is an average $15 price plus local duties and taxes (more on that below).

It varies for product to product and also where the delivery location is. International shipping adds about 10 business days to your wait, and all other shipping will take 3 days on average. Remember that this time starts once the order has left our warehouse (you will be notified once this happens). Due to COVID-19, mail delivery is sometimes unpredictable due to staffing and safety issues. Please be patient and reach out to us if you are concerned on the amount of time your order is taking.

Your order will be shipped via FedEx and international equivalents. This allows us to put a tracking number on your order for ease of tracking on both our end as well as yours as you wait.  The packages themselves will be carefully sealed and the contents protected to ensure they arrive to you in perfect condition.

Yes, you will need to pay for any and all taxes and customs duties that will be calculated when you are in the Checkout. Duties, since they vary, will be automatically deducted from your account once they reach your country’s barriers.

Then please mention it in the shipping page.

Yes, you will be required to sign for delivery due to the nature of our products.  This is to ensure that your package is delivered in good faith to you and that it doesn’t end up somewhere else by mistake!

RETURNS, EXCHANGES & CANCELLATIONS

If you need to cancel your order, please contact us at contact@phenixart.be and we will reach out to you as soon as possible. Once an order has shipped from our warehouse, we will require you to send it back to you — at your own cost for shipping — and then we will inspect it, and return your money to you. This only applies to standard-made pieces, as all custom orders are considered final sale and not eligible for returns.

Yes, we have a return policy in place in all of our products. If you receive an order that is damaged, broken, or the wrong product, we encourage you to reach out to us and return your item for a new/correct one. We also understand that you may receive your product and then change your mind!  As long as you have your sales receipt, all standard items are eligible for refunds for up to 14 days after delivery. For custom products, you can only get a refund if you receive an item that is broken or there is some sort of malfunction due to our creation process. Otherwise, they are final sale items.

Yes, you can change your item within 14 days as long as you have the original receipt and you have not broken or damaged the product so that it can not be re-sold. This applies only to standard items at Phénix Art, as custom orders are final sale.

Refunds can take up to 10 business days after receiving the the item back in our warehouse for inspection. We also reserve our right to refuse a refund if the item is broken or damaged differently than stated when sending it to us.

If you purchased a piece of jewelry from us and paid with a gift card, you can return your purchase (assuming it wasn’t custom order).  However, if you received your item as a gift, the original purchaser will have to return the product.

We’re sorry to hear that!  Please reach out to us at contact@phenixart.be and someone will be in touch to help you out as soon as possible.

Still have unanswered questions?

If you still have got any unanswered questions buzzing around your head, then please contact us via our contact us page.