Shipping

All orders are dispatched within 24-48 hours and are typically delivered in 2-5 business days.

Keeping it a secret? We won’t tell. With our discreet packaging, no one will know you’ve ordered something from us unless you tell them.

PROTECT MY ORDER

ProtectMyOrder ensures you peace of mind with your online purchase, because we understand that deliveries don’t always go as planned. While delivery issues can disrupt your shopping experience, they don’t have to ruin it!

For a small additional fee at checkout, enjoy peace of mind in these situations when ordering online:

• Theft/Mis-delivered: if the tracking shows the order as delivered but you haven't received your order, we will issue a reship or a refund within 2 working days.
• Loss during delivery: If your parcel remains in transit for more than 7 days with no updates, we’ll either resend it or issue a refund.
• Damage: if the item arrives damaged or marked, you will issue a reship or a refund within 1 working day of receiving satisfactory photographic evidence

If something does go wrong with your delivery we will prioritise resolving your query.

Simply get in touch with our customer service team via email at support@phenq.com and we'll raise an investigation and find you a solution quickly.

The service provided above is in addition to those that you already receive as standard. The following should be treated as part of the services as set out in our standard terms and conditions, and shall be deemed upon payment of the additional fee to form part of our contract.

How to claim if you have taken out ProtectMyOrder?

Please contact our customer service team with details of your claim at support@phenq.com

Note: You can cancel and refund your ProtectMyOrder fee BEFORE your order is shipped or returned by contacting customer support. After your order is shipped out, or you have returned your order, the fee is not refundable.