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 firstname.lastname@example.org 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 and return address. Once authorized to return the item(s), please follow the instructions provided.
We recommend that all returns be sent via a trackable 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, 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.
a) We at iPhoenix must be contacted within 7 days of receipt- counting from the time stamp of the date/day of delivery @ email@example.com ;
b) Merchandise must be returned unworn and unwashed with the PACKING SLIP;
*If any items are used or unaccounted for we will NOT issue a refund.
c) Merchandise must have all original tags, stickers, packaging, accessories and embellishments fully intact; (INCLUDING the clear plastic with item barcode);
d) *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.
e) A Tracking Number is required for us to validate your return.
f) Exchange for a different size of the SAME STYLE & PRICE, please let us know. (Please let us know the size or colour - slip the PACKING SLIP in the return package). PLEASE CHECK THAT THE NEW SIZE & COLOUR IS AVAILABLE.
**RETURN ITEMS CAN TAKE A MINIMUM OF 15 BUSINESS DAYS TO PROCESS.
To return an item, please contact firstname.lastname@example.org with reference of your order number. We will get back to you shortly with detailed instruction in the order they are received. Please note that we do not cover your Return Shipping costs.
How do I cancel my order?
You can cancel your order before your package is shipped by contacting email@example.com 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.