FAQ


ORDER PROCESS

 

How can I purchase PhiProducts?

You can order our products through our online shop (www.phishop.com) or through our Phishop App.

Please note that we exclusively sell to professionals, i.e. business owners, and you need to provide a VAT ID number when ordering products. Before you place an order, please make sure that you have selected the right products and your address is correct. We cannot accept returns or exchanges of products and the costs for shipping and customs are borne by you.

We ship worldwide. If you are outside of the EU, we would recommend to contact customs in your country in order to find out if you can import your chosen products.

Do not hesitate to contact us if you need assistance with placing an order.

 

Do I have to create an account to shop?

An account is not required in order to shop on our site. But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. We cannot link your order to your Phishop profile, if you placed an order as a guest. You can also save your shipping information for a quicker checkout experience. However please make sure to doublecheck your billing and shipping address before you place an order.

Furthermore, as an EU customer with a VAT ID number, you can shop tax-free. Please add your VAT number to your Phishop profile BEFORE placing an order. Furthermore, please add your VAT number to your shipping address every time you place an order with us. We will not be able to refund taxes, if this information was not provided. Please only use YOUR company's VAT number.

You are required to register on our webshop, if you are trying to purchase any special category products (e.g. SUPER pigments, Grand Master blades, PhiRemoval).

 

Do I need to be PhiArtist to purchase products?

No, any business owner with a valid license can place an order on our website. Only a few products require special education at PhiAcademy, such as PhiRemoval products, Grand Master blades or SUPER pigments. To be able to purchase a special category product, you need to take a course with our Academy and upload your certificate in your Phishop profile.

 

I have troubles signing into my account.

If you received a message that says, “You did not sign in correctly or your account is temporarily disabled.”, this means your email address/password was not recognized by our system. No worries, this can quickly be fixed.

Please double check to see if you are using the same email address and password you registered with.

If you cannot remember your password, click on the "Forgot your password?” button. Once you type in your email address, we will send you an email with a link that will let you create a new password. 

Please make sure that you are registered with us. You can create an account directly on Phishop (https://www.phishop.com/en/customer/account/create/).

If you are still experiencing issues, please send an email to info@phishop.com so we can further assist you.

 

How can I check the order status without an account?

All order updates, including confirmation and shipping emails, will be sent to the email address and telephone number provided by you when placing the order. 

 

Can I change my order after I have placed it?

No, unfortunately we cannot modify orders once they have been placed.

 

Can I change the billing or shipping address of my order?

Unfortunately, we are not able to change your billing or shipping address after the payment has been received. 

Please always make sure that you check your details before confirming your order.

To change the delivery address and/or delivery time, please contact DHL Express with your tracking information once the order has been shipped.

 


 

PAYMENT

 

Which payment methods can I choose from?

We accept credit card (VISA, Master Card), Paypal, bank transfer, instant transfer (within the EU) and Amazon Pay.

Please note that if you settle the amount via bank transfer, your bank may charge fees for international transactions. These bank charges are borne by you.

 

I have a promotional code. How can I use it?

Please enter the discount code once you have chosen your preferred payment method. The amount will be automatically deducted before checking out.

 

Will I be charged international bank fees?

When placing an order, the final total you see during check out is stated in euros. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges. All extra charges are borne by you.

 

My VAT number is not valid. What can I do?

When placing an order, you are asked to provide your VAT ID number. This number is your individual tax identification number valid in the EU. You can check the validity of your number on https://ec.europa.eu/taxation_customs/vies/vatResponse.html.

If you experience problems with your VAT ID number, please send your business license to  vat@phiacademy.at.

 

How can I shop tax-free?

If your business is located outside of Austria, you can shop tax-free. Please register on Phishop and enter your VAT ID number in your profile before placing an order. In addition, please enter this number next to the shipping address every time you place an order with us. If you do not have a valid VAT ID number, we are obliged to charge you additional 20% taxes within the EU.

You can send your business license and VAT ID number to vat@phiacademy.at and it will be saved in your profile. Please contact this email address as well if your VAT number has not been successfully applied to your order.

We cannot correct your previous invoices in retrospect, if you did not save your VAT number in your profile before the purchase.

 

It looks like you charged me twice for my order, what should I do?

If your credit card was declined when you first tried to place your order, you will see a pending transaction in your account. We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.  

Please contact your bank after a few business days to confirm you have received your funds back.

 


 

SHIPPING

 

Do you ship to my country?

We ship worldwide, except Iran. Please make sure you can import our goods before placing an order though. Please contact info@phishop.com and we will send you our MSDS (Material Safety Datasheet) documents which will help you to find out if you can import your chosen products.

The following products cannot be imported into these countries:

Microneedling products - AUS

Phinjection Pen & hyaluronic acid fillers - USA, CAN

Removal products - CAN

PhiIon Pro - CAN, USA, AUS

Babor - CAN, USA

Zen machine - USA

All products – Iran

 

How are shipping rates calculated?

The shipping costs are calculated automatically before check out and depend on the weight of your parcel and its destination.

 

Will there be custom fees applied?

All international orders (outside of the EU) are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order and are based on product value. These fees are not included in your order and/or shipping total. You will be contacted by customs service if you need to pay customs.

 

When will my order be shipped?

We ship our products usually within 1 or 2 business days (business days do not include weekends or holidays) after receiving the payment. Please keep in mind that if you choose prepayment (bank transfer) as the payment method, it takes a few business days once we receive the payment.

If we have a new product launch, orders may take a bit longer to process, so we kindly ask you to be patient.

Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number. 

Furthermore, we expressly reserve the right to make partial deliveries if a product is out of stock.

 

When can I expect my order to arrive?

If you choose DHL Express as your shipping method, once your order is shipped, you should receive it within 1-2 business days within the EU and 2-3 business days outside of the EU.

Please note that DHL does not offer shipping to a variety of countries (e.g. Turkey, Russia, Serbia). In this case we ship your parcel with another carrier, which may take significantly longer.

If your order is being shipped by DPD (only within the EU), the approximate shipping time is 3-5 business days.

Please keep in mind that there may be delays due to custom processes in various countries. We would advise contacting customs in your country to receive this information beforehand.

You can track your order on these sites:

DHL Express: www.dhl.at/en/express/tracking.html

DPD: www.mydpd.at/

Various carriers: www.17track.net

 

My package says delivered, but I did not receive it.

Please ask your neighbors if they accepted the package for you. If this is not the case, please contact the carrier directly (DHL Express or DPD). Please send all correspondence between you and the shipping company to info@phishop.com. We then can take further steps and help you, if they are unable to tell you the status of your order.

 

I did not receive my parcel, what should I do?

We recommend tracking your parcel and contacting the responsible carrier as they will be able to tell you where your parcel is located. As all international orders (outside of the EU) are subject to customs and duty fees your parcel may be under processing by customs.If you did not receive your tracking information, please check your spam folder first or contact info@phishop.com. Our team is happy to assist you and will send you the tracking information.

Shipment tracking links:
DPD: https://www.mydpd.at/

DHL Express: https://www.dhl.at/en/express/tracking.html

Unfortunately, it may happen that the package will be reported as lost. In this case please stay in touch with the carrier and contact us within 10 days from receipt of notification regarding the accidental loss so we can immediately contact the carrier as well.

 


 

RECLAMATION

 

Can I cancel my order?

As stated in our GTCs we do not offer refunds, returns, or exchanges. We reserve the right to refuse any returns at any time.

 

Something is missing from my order, what should I do?

We are very sorry for this mistake! Please send an email to info@phishop.com with the invoice/order number, a picture of the parcel, the name and amount of the missing item. Note that all order issues need to be reported within 4 days of delivery, as stated in our GTCs.

 

I received the wrong item, what should I do?

We are very sorry for the mix up! Please send an email to info@phishop.com with a picture of what you received and the invoice/order number. All order issues need to be reported within 4 days of delivery, as stated in our GTCs.

 

My product arrived broken, what should I do?

Please send an email to info@phishop.com with your order number and a picture/video that shows the fault of the item you received. If the package shows external damage, please send us a picture and contact DHL Express or DPD as well.

You need to contact us within 10 days from the date of receipt of the damaged product(s) or from receipt of notification regarding the accidental loss.

 

I have problems with my machine. What should I do?

Please write an email with your order number to info@phishop.com and explain the problem you experience with the machine. If possible, attach a video or pictures showing the problem, so that we can try to identify the defect. Depending on the machine and the defect, we offer spare parts or repairs.

 


 

DIVERSE

 

I have a question regarding the use of a specific product. Who can assist me?

Please write an email to info@phishop.com so we can assist you further or forward your question to our product development team.

 

My client might be allergic to your products. What can I do?

Full ingredient listings are available for each of our products. Please send an email to info@phishop.com for further assistance.

We recommend you to perform a patch test before a treatment and make sure you take highest care of your clients so any complications can be avoided.

 

Do you offer a rewards/loyalty program?

Unfortunately, we do not have a rewards or loyalty program at this time. Please subscribe to our newsletter to receive updates first!

 

How can I reach the service center?

Our service center in Austria is happy to assist you and answer your questions between Monday and Friday from 8 am to 6 pm (CET) except on public holidays.

If you call from CH, FR, IT, DE, ES, AT, NL, USA, AU, CA or UK, please dial 00 800 1618 0000 (toll-free). All other international callers, please dial 0043 1 375 1618 1618.

To be able to assist you promptly with questions regarding your purchase, please prepare you order number.

 

How does COVID affect my order?

Due to the current situation, international shipping may be affected by delays and further restrictions. We thank you for your understanding and patience during this time.