We are here to help you
Here are some of the questions we receive most often. If you don't find an answer here, feel free to contact us: support@phoenexia.com
FREQUENTLY ASKED QUESTIONS
Phoenexia comes from the English word Phoenix, which means “rising from the ashes”. And that is the core of our mission as a company. We want to help the earth rise stronger and healthier than ever before.
We have several nonprofit partners for each of our projects. You can find each nonprofit partner on our collection and product pages.
All jewelry is water-resistant. However, it is important to clean your jewelry after your beach day to avoid salt deposits.
If you are not satisfied with your jewelry and would like to return it, simply contact us at support@phoenexia.com within 30 days of receipt, and we will make everything right, through a refund, credit or replacement product, depending on the circumstances.
JEWELRY
All of our jewelry is made from high quality stainless steel or silver and then plated with 18-karat gold.
Yes! We use genuine freshwater pearls, which are carefully selected and highly valued for their beautiful rainbow luster.
All pieces are nickel free and suitable for all people with allergies and sensitive skin.
Each piece of jewelry is shipped in an individual gift bag. We ship in environmentally friendly packaging. You will receive a free secret gift each time.
With each piece of jewelry, you will receive a postcard explaining the purpose and effect of your purchase, even if it is a set.
SHIPPING & DELIVERY
We deliver free of charge to the United States, United Kingdom, Australia, New Zealand, and Europe. Please note that we cannot deliver to PO boxes, APO or FPO. For more information, please feel free to contact us.
If you are not satisfied with your product and would like to return it, simply contact support@phoenexia.com within 30 days of receipt and we will make everything right. Depending on your needs, we can help you with a refund, credit or replacement.
We do not take delivery instructions, so you will need to contact the delivery company directly – you will receive a notification from them with your shipping information.
The majority of our orders are shipped within 3 business days of purchase and usually arrive within 5-8 business days. You can track all shipments on your account page.
If you have received the shipping notification, but your order has not yet arrived, please email us (support@phoenexia.com) within 2 days of the shipping notification. Any additional information you can give us will be very helpful. If you contact us after more than 2 days have passed, we will still do our best to help you, but it is much easier to find your order with the courier company if we act immediately!
Our products are developed in Europe and shipped from our logistics centers around the world.
Unfortunately not. After your order has left our logistics center, it is not possible to cancel or refund it. To avoid disappointment, you should remember to cancel or pause your order at least one full day before the next order or invoice date.
(1) Confirmation email
Once your package is on its way, you will receive a shipment notification email with your unique tracking number. Please refer to the tracking link provided.
(2) Refer to your Phoenexia account
Step 1 – log into your Phoenexia account and go to My Orders.
Step 2 – Click on the order you want to track.
Step 3 – Click on Details.
ORDERS
If you would like to change or cancel an order you have already placed, please contact us as soon as possible at support@phoenexia.com.
We will do our best to accommodate any changes. If your order has already shipped, it cannot be canceled or rerouted to another address.
Please email support@phoenexia.com and include photos of the outermost box and all items lined up with the product names facing up.
Sometimes delivery notifications are sent prematurely. We recommend waiting a few hours after the notification, as the package may arrive later, and also checking with your neighbors. If the package is not found, email support@phoenexia.com with the delivery address information and include any other information you received from the delivery person.
Check your spam/promotions folder. If there is nothing there, send an email to support@phoenexia.com with the shipping address and purchase date to find and verify the account/order.
We are sorry that your order has been delayed! Most orders are delivered within 5 to 8 business days, so we encourage you to track your package during this time. However, some factors are out of our control and shipping delays may occur. If you have not received your order by then, please email us at support@phoenexia.com.
In many cases it is not possible to change the delivery address after the order has been shipped. However, we recommend that you contact the carrier for further details. If the order has not been shipped yet, please email us at support@phoenexia.com with the correct information and we will do our best to update it before contacting the carrier.
MORE
If you are an influencer, content creator, brand or marketing platform and would like to collaborate with phoenexia, please email us at partnerships@phoenexia.com
We do not yet offer wholesale options, but we are accepting applications from companies interested in distributing Phoenexia in the future.
By e-mail to press@phoenexia.com
Send an email to support@phoenexia.com
We make every effort to respond to all inquiries within 1-2 business days.