Find answers below to the most common questions about our products, ordering, shipping and returns.
What makes PHOAF bags unique?
We work in limited runs using luxury deadstock fabrics and recycled fill. Because all the bags are handmade at our Atelier in Amsterdam, and materials are available only in small quantities, every bag has its own character — no two pieces are exactly alike.
What sizes do the bags come in?
Our crossbody bags come in two sizes: • M (standard) • L (standard +) Dimensions are listed on each product page.
How do I choose left or right shoulder?
We tie each bag for your preferred crossbody side before shipping. Select Left Shoulder or Right Shoulder before adding to cart. Please note, you can always change this yourself.
What if I forget to select a side?
Email us right away with your order number. If your order hasn't shipped, we'll update it. If not, we will tie it to be worn over the right shoulder.
What kind of knot is used to tie the bag?
We finish each bag with a simple granny knot — a soft, secure two-step knot that gives the bow its distinctive PHOAF shape.
Can I retie the bow myself?
Yes — although the shape may differ slightly from our original hand-tied version.
Do the bags crease or change over time?
Yes. Especially with coated and high-shine fabrics, gentle creasing develops naturally as the bag moves with you. This is part of the material's character.
Will my bag be restocked?
Usually not. Because we use luxury deadstock materials, once a fabric is gone, it's unlikely we can produce it again.
How do I clean my bag?
If needed, use a soft, damp cloth. For leather, dry immediately. Do not use harsh chemicals, soaking, or machine washing. Material-specific care is listed on each product page.
Can I have a PHOAF bag made from my own fabric?
Yes, if you have 2 metres of suitable fabric, we can explore making a custom PHOAF bag for you. This service is by request, with pricing provided once we assess the suitability of your material. It's a special opportunity to give a meaningful fabric a new life. Email sophie@phoaf.com with details and a photo of your fabric to begin.
Where are your products made?
All bags are handmade in our Amsterdam atelier and hand packed in our Amsterdam studio.
What materials do you use?
Wherever possible, we work with luxury deadstock materials — fabrics originally handpicked by Artistic Directors from high-end fashion houses that would otherwise go unused. Some of our materials are sourced from Nona Source in Paris, an LVMH-backed platform, as well as The Fabric Sales in Belgium, plus other carefully chosen suppliers and sustainable manufacturers who curate exceptional textiles.
Because these fabrics are available only in limited quantities, each PHOAF bag carries the qualities of the material it came from — unique, finite, and thoughtfully repurposed.
Material details for each bag are listed on its product page. For specific questions, email us at studio@phoaf.com
Do you offer gift wrapping?
Yes, we are happy to help — contact us at studio@phoaf.com for gift wrapping or special packaging requests.
Can I contact you about editorial or creative work?
Yes. Beyond the collection, I also create bespoke pieces for editorial, runway, and artist-led projects. If you have something in mind, you're welcome to reach out at sophie@phoaf.com
Is your packaging sustainable?
Yes. Our shipping boxes are FSC — and ZeroPackaging-certified, recycled, recyclable, and CO₂ — neutral.
Where do you ship?
We ship worldwide from our studio in Amsterdam. We currently ship to all EU countries, as well as the United Kingdom, Norway, Switzerland, USA, Canada, Australia, South Korea, Japan, and Brazil.
How much does shipping cost?
Shipping costs vary by destination and are calculated at checkout based on your location. For detailed shipping rates by region, please see our Shipping & Deliveries page.
How long will my order take to arrive?
Orders are typically processed within 2–4 business days. Our main shipping day is Friday, as we are a small studio. Delivery times vary by region. You'll receive tracking information as soon as your order ships.
If you need an item urgently, please email us at studio@phoaf.com — we are always happy to help.
What happens if I miss a delivery?
The carrier will attempt a second delivery. After two missed deliveries, any additional re-delivery attempts will incur fees payable by the customer.
Do you offer free shipping?
Sadly, we are not in a position to offer free shipping at this time as we are a small studio — but hope to be able to offer this in the future.
Will I have to pay customs duties or taxes?
EU customers: No additional duties. VAT is included via the EU One-Stop-Shop system and charged at the rate of your delivery country.
Non-EU customers (UK, US, etc.): Orders ship DAP [Delivered At Place]. Our prices do not include local import duties, VAT/GST, sales tax, or customs handling fees. These charges are set by your country's customs authorities and are payable by you upon delivery. Your carrier will contact you directly if payment is required.
How much will customs duties cost?
Import charges vary by country and depend on order value, product type, and local regulations. Some countries may apply taxes even on lower-value orders. We cannot estimate these in advance. If you are unsure, we recommend checking with your local customs authority before placing your order.
What happens if I refuse to pay customs charges?
If import duties or taxes are due and you choose not to pay them, the shipment may be returned to us or held by customs. In this case:
What payment methods do you accept?
All major credit cards, PayPal, and other methods shown at checkout.
Can I modify or cancel my order?
Once an order is confirmed, we cannot modify or redirect it. Contact studio@phoaf.com immediately and we'll do our best before the order ships.
Will I receive an order confirmation?
Yes — you will receive an email confirmation after placing your order, and another email with tracking once your order ships.
If you are an EU consumer, you may withdraw from your purchase within 14 calendar days after receiving the last item in your order.
To submit a request, open your order confirmation or shipping email, select View your order, and choose Cancel order or Request return on the order status page.
If you cannot access your order status page, email studio@phoaf.com with your name, order number, and the items you wish to cancel or return.
If your order has not yet been fulfilled, you can request cancellation through the order status page. You can also contact studio@phoaf.com as soon as possible, although we cannot guarantee that an order can be stopped before fulfilment.
EU returns: Send your return to:
PHOAF
Eerste Helmersstraat 188 Huis
1054EL Amsterdam
The Netherlands
Non-EU returns: Contact studio@phoaf.com before sending your return so that we can provide the appropriate instructions.
Unless an item is faulty, damaged, incorrect, or another legal exception applies, the customer is responsible for the direct cost of return shipping.
If we sent you the wrong item or the item is faulty or damaged, contact studio@phoaf.com before returning it.
Please take reasonable care of the item and return it in the condition in which you received it. Where reasonably possible, tags and original packaging should be included.
You may inspect an item as you would in a shop. If it has been handled more than necessary and its value has decreased, we may deduct the resulting loss in value from your refund.
For returns sent from within the EU, customs markings are normally not required.
For non-EU returns, include a commercial invoice marked “Returned Goods” where required by the carrier or customs authority. Use a tracked courier and email your tracking number to studio@phoaf.com.
For a valid EU withdrawal, we will refund the payments we have received within 14 days after you notify us of your withdrawal.
For returned goods, we may wait until the goods arrive or you provide proof that they have been sent back, whichever happens first.
The refund includes the standard delivery charge, but not any additional amount paid for upgraded delivery. Once the return is received, we normally process the refund within 7–10 business days. It may then take an additional 3–5 business days to appear, depending on your payment provider.
Import duties, taxes, and return postage paid by the customer are not normally refunded. This does not affect your right to a refund of the standard delivery charge for a valid EU withdrawal.
If an item is faulty, damaged, or incorrect, contact us before returning it so we can provide the correct instructions.
We will contact you by email. Depending on the circumstances, we may offer to return the item to you at your expense or make a reasonable deduction for any loss in value caused by handling beyond what was necessary to inspect the item.
For non-EU deliveries, if you refuse to pay required import duties or taxes, the parcel may be returned to us or held by customs. Any shipping, customs, return, or storage costs charged to PHOAF may be deducted from your refund where permitted by law.
If the parcel is abandoned or never returned to us, we may be unable to complete the refund until the matter is resolved.
Still Have Questions?
If you can't find the answer you're looking for, please don't hesitate to contact us at studio@phoaf.com or visit our Contact page. We're a small team — thank you for your patience while we respond with care.
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