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Common purchase queries answered
Orders and Shipping
Please note that we require 1 to 3 working days on average to fulfill your order before dispatching it. Rest-assured we are doing everything in our power to get your order to you as soon as possible! Once your order is dispatched, depending on your country or region, estimated delivery time is between 7 to 14 business days when we ship overseas. Please consider any holidays that might impact delivery times.
To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.
We can change or update your shipping address within 24 hours after the order has been placed. Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly in order to make a change to your shipping address.
If you need to change your shipping address please reach out to our customer support team at firstname.lastname@example.org.
Phoenexia provides you with an excellent opportunity to track your order by simply indicating your tracking number. As soon as you get the number after a shipment confirmation, fill it in on our Track my Order page and click on Track button. As simple as ABC: you will immediately see where your package is at the moment and which stages your delivery has already gone through.
Due to the nature that most of our products are handmade, and some may take longer to produce, we can not promise that all products will be delivered in one package.
If you need to swap an item
Returns and Exchanges
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To make sure you are eligible for a return, please read our refunds and return policy before contacting us.
To begin initiating a return, please reach out to our customer support team at email@example.com.
In the rare case your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll replace it for you right away! To begin:
- Take a few photos clearly showing the issue with the canvas, along with photos of the front and back of the canvas, and the box it was shipped in (if the box was also damaged).
- Send an email to firstname.lastname@example.org. Please include your full name and order number as it appears in your order confirmation email.
- Upload the photos and provide a brief summary of the issue. Send the email, and our support staff will respond to you within 24 hours.
If we shipped an item that has not been ordered by you, we take full responsibility and ship the correct item without any extra costs. For the inconvenience you can keep both items.
If your order arrived damaged, we take full responsibility and resend your order without any extra costs.
Please send all authorized returns to the following address: