FAQs

Answers to your Questions

SHOPPING INFORMATION

What Shipping Methods Are Available?

We ship from Germany with DHL and Deutsche Post. If your residence is not in Germany, in most cases the order will be delivered as a registered mail by your local post. However you’ll also be able to track you order!

Why should I register for an online account?

Registering for an account provides many benefits for you. With an account you can create a wishlist with items you like and save it for later, check out faster,
review your past order history and save frequently used address information.

How Long Will It Take To Get My Package?

We usually ship your order within 24 hours after payment is received. You are able to track your shipment on our website: Track your order. The average shipping time for order within Germany is 1-3 business days.
For international orders it is 2-20 business days. However delays can occure because of customs clearance, national holidays etc.

Orders must be placed before 1:00pm (UTC+1) in order to be shipped out the same day.


Germany: 1-3 business days

Europe: 2-6 business days

North America: 5-12 business days

Australia, New Zealand, Japan: 6-15 business day

All other countries: 10-20 business days

What Do You Charge For Shipping?

Within Germany shipping costs 3,90€ and starting from 70,00€ cost of goods the shipping is free. Worldwide shipping cost is 6,60€ for order below 150,00€. Above 150,00€ order value we ship free to every country!

Do You Ship Internationally?

Yes, we ship worldwide!

Do You Restock Sold Out Items?

If a product is sold out it can happen, that they are gone forever. At time there can be a restock for some products. In doubt they say, grab it as soon as possible! ?

PAYMENT INFORMATION

What Payment Methods Are Accepted?

You can pay via paypal, credit card, sofortüberweisung or bank transfer. The order will be fulfilled once we received your payment. For German customers we also offer direct debit and purchase on account. ?

Is My Private Data Safe?

Yes! All data is encrypted with a SSL certificate on our online shop. All payments are processed securely by our payment providers Paypal and Sofort.com. ?

ORDERS AND RETURNS

I Am Having Problems Placing An Order. Can You Help?

Sure, please contact our customer service. One of our customer service agents will be happy to provide assistance. To contact customer service you can write us an email (support@phoenix-clothing.com) or chat with us on Whatsapp +49(0)1579-2344822 ?

How Can I Cancel Or Change My Order?

As long as your order hasn’t been shipped, this is no problem. Please write us an email and we’ll fix that!
If your order is already shipped, you can return your order or exchange items from your order. To learn more about returns see our Instructions for cancellations page.

Do I need an account to place an order?

No, we also accept guest orders!

How Do I Track My Order?

We have a helpful tool for this. Please take a look at our Order Tracking site.
Once your order has been shipped, you’ll receive a shipment confirmation email from us which includes a shipment tracking number and a carrier name.

Who should I to contact if I have any queries?

Please feel free to contact our Customer Support for any questions.

How Can I Return a Product?

If a product does not fit or you do not like it, you can easily send it back within 1 month after you received it. Please keep in mind, that we only can accept unworn items. The labels should not be removed and the products should not either be worn or washed.
Please write us an email in advance: support@phoenix-clothing.com. We offer a free exchange of items for another size or style within Germany. If you want to return items for a refund, you have to pay the return shipping cost. We don’t accept freight collect returns.

For more details about returns, visit our Instructions for Cancellations page.

Any unanswered questions? Contact Us