Shipping and Delivery
What are the days of Operation?
Monday - Friday: 9:30am - 6:00pm
Please understand that we have HUNDREDS of questions & queries each day and we won't always get to yours until a later time depending on the volume. Your message will be answered in the order they are received.
HOLIDAYS: 24th & 25th December and 1st January
Duties, Taxes and Handling Fees
Any item valued over CAN$20 is subject to duty and tax fees and a CAN$9.95 or more handling fee.
If you buy goods online from outside the EU for delivery to the UK, you'll have to pay Customs Duty (if over £120 value) and Import VAT (if over £15) on top of the purchase price (including duties), though Customs Duty is waived if the amount of the calculated duty payable may be £10 or less.
Please contact your Custom Offices or the office responsible BEFORE making a purchase for the necessary information.
Packages will be collected by or turned over to your respective postal operators/partners (DHL,FedEx, Royal Mail, Canada Post etc) then be delivered to you.
In the event that there is an issue with your package or a fee that needs to be paid, they will contact or notify you accordingly. The package will remain in their care until the issue is rectified or the fees are paid.
Once a package is turned over to the respective postal operators/partners the packages will solely be within their care and we will have limited to no control of it.
*PLEASE pay close attention to the information listed ABOVE as IPhoenix will NOT be responsible for any extra fees you may incur.*
How can I track myy order?
To view estimated shipping times for your orders, please visit your Order History or click the link in your confirmation email for more information. You can track your delivery progress at any time from there or by using the links below as they correspond to your tracking number.
YOU CAN TRACK YOUR ITEM WITH THE (YT) DIGITS USING ONE OF THE SITES BELOW:
www.royal mail : UK
www.canadapost.com : Canada
How much does shipping cost?
We strive to maintain low shipping costs. The shipping price associated with each basket is displayed at checkout. The cost varies depending on the size, weight and destination of your order. Once your basket size is over $49, the shipping fees will be waived.
Where does my order ship from?
It ships straight from our fulfillment centers which we have located close to our manufacturers. By shipping it from our own centers, we have the possibility to do one last quality review and package it for you personally.
Orders are processed between Mon - Fri from 9:30am - 6pm. Any orders made after 6pm will not be processed until the following day.
Any order made after 6pm on Friday will not be processed until the following Monday at 9:30am.
How do I change my shipping address?
You can change your shipping address before your package is marked "FULFILLED" by contacting support@iPhoenix.shop during our working hours.
Our Working Hours are from Monday to Friday 9:30am-6pm.
Once your package has shipped/left our warehouse (FULFILLED), it's no longer possible to change the address or may any other changes whatsoever. We recommend contacting your LOCAL POST OFFICE with your tracking number to see if they can reroute your package to another address or if they can hold it for you so you can go in and physically pick it up.
We are not responsible for any packages for which an incorrect address was entered. The responsibility of entering the correct address is SOLELY THE RESPONSIBILITY OF THE CUSTOMER.
What if my item arrived damaged in delivery?
If there is an item missing in your order or it has some quality issues, return, exchange, missing item(s) etc.. You must report to us within 7 days, beginning your count from the day you received the product. After these 7 days we can not longer assist you as our policy coverage does not go beyond that.
Please contact us at: support@iPhoenix.shop
What if I got the wrong item delivered?
If there is an item missing in your order or it has some quality issues, return, exchange, missing item(s) etc.. You must report to us within 7 days, beginning your count from the day you received the product. After these 7 days we can not longer assist you as our policy coverage does not go beyond that. We will offer to send you the product you ordered and arrange for the return of the wrong item shipped at no cost.
What if I never received my order or it was stolen?
Once a package ships/leaves from our warehouse, IPhoenix will no longer have any control to make any changes be it expedite, address changes or any other changes.
We do not have any control to track missing, stolen or lost packages. We STRONGLY encourage each customer to track your package using your tracking numbers and the links we make available to you.
All tracking numbers are sent to the email you provide at purchase, as soon as an order leaves our warehouse you will be sent a Shipment Confirmation email with your tracking number.
WE DO NOT RESHIP MISSING ORDERS WHICH HAD BEEN CONFIRMED DELIVERED VIA TRACKING.
Returns and Refunds
How do I return a product?
It is our goal to have you buy with confidence from us. If you make a purchase not listed below and you are not completely happy with it, we will happily refund you, providing you process your return request HERE, by contacting us at support@iPhoenix.shop within 7 days counting from the date/day of receiving your order.
We do not accept returns or exchange without prior return authorization. Therefore, if you need to return your order for some reason, please contact us for return instructions. Once authorized to return the item(s), please follow the instructions provided.
We recommend that all returns be sent via a traceable courier. ALWAYS keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. IPhoenix is not responsible for any packages sent with a return label not provided by us, or packages shipped to any location which was not provided by us.
ITEMS WHICH CANNOT BE RETURNED ARE LISTED BELOW:
Hair Extensions, Eye Lashes, Nails, SEX TOYS/TOOLS/ACCESSORIES, Make Up (eye shadow, lipstick, powders etc), MASKS, Swimwear (Bikinis, Trunks, Monokini, Swimsuit, One Piece, Tankini) & Underwear (any item which was created/designed/manufactured to come into NAKED contact with or cover your "Private Bits" including panties, boxers, briefs, lingerie (bra & underwear), stockings/pantyhose, teddy/bodysuits/jumpsuits etc cannot be returned. THESE PURCHASES ARE FINAL.
How do I cancel my order?
You can cancel your order before your package is shipped by contacting support@iPhoenix.shop during our working hours.
Our Working Hours are from Monday to Friday 9:30am-6pm.
Once your package has shipped/leave our warehouse i.e marked as "FULFILLED" and is automatically IN-TRANSIT to you, it's no longer possible to cancel the order or make any changes whatsoever. WE CANNOT CANCEL OR REFUND AN ORDER "IN-TRANSIT".
I cancelled my order. How will I receive my refund?
Depending on your payment type, your refund will be automatically applied back to your account. Please allow 5-10 business days for the refund to appear in your account. In some cases, especially with credit cards, your original charge may disappear entirely from your statement and you won't see a refund in your account, you can call your bank to verify if this happens.
PLEASE NOTE THAT WE REFUND DIRECTLY AND ONLY TO THE ACCOUNT USED TO MAKE THE PAYMENT TO PREVENT FRAUDULENT ACTIVITIES, EVEN IF THIS CARD IS NO LONGER IN USE. WE WILL NOT CHANGE THIS UNDER ANY CIRCUMSTANCES.
If you pay with a card that will be expiring soon or one that was stolen/misplaced stolen, please be advised accordingly. Once a refund is issued to a Visa/MasterCard Gift Card, it cannot be reversed or reclaimed if the card is no longer in your possession.
Refunds do not include shipping costs for packages which have been delivered, returned due to a wrong address or returned because it could not be delivered to the delivery address, these charges are NON-REFUNDABLE.
1. If you include any sort of discount coupon at check out during a Promotional Sale, you will not receive the promotional price/special/offer as it will be void.
2. Promotional Sale item purchases with a cost of $0.00 are FINAL.
Time Limit: We do not accept returns, refund or exchanges on promotional purchases with a sale price of $0.00.
Other items may be returned in 7 days counting from the date of delivery/date package was delivered for a refund.
Shipping: WE DO NOT COVER RETURN SHIPPING COSTS
Exceptions: All purchases EXCEPT Hair Extensions, Make Up (eye shadow, lipstick, powders etc), Swimwear & Underwear (any item which was created/designed/manufactured to come into NAKED contact with or cover your "Private Bits" including bras, panties, boxers, briefs, lingerie, tights, stockings/pantyhose, teddy/bodysuits), may be returned in 7 days from the date of delivery for a refund. Due to hygienic reasons we will not be able to refund you for these purchases. ALL PURCHASES MENTIONED ABOVE ARE FINAL. Once the product is UNUSED, ALL PIECES/CONTENTS ACCOUNTED FOR AND STILL HAS ITS ORIGINAL PACKAGING WITH TAGS AND STICKERS. IF A PRODUCT IS USED, ALL PIECES/CONTENTS ARE NOT INCLUDED OR THE ITEM IS NOT IN THE ORIGINAL PACKAGING, WE WILL NOT ISSUE A REFUND. WE DO NOT COVER SHIPPING COSTS.
To return an item, please contact support@iPhoenix.shop with reference of your order number. We will get back to you shortly with detailed instruction in 1-3 business days. Please note that we do not cover your Return Shipping costs.