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.
What is your return policy?
You may return unused items in their original condition [unworn, with all tags attached, in original packaging] within 14 days of delivery. Contact studio@phoaf.com to start a return.
Where do I send my return?
EU returns: Send to:
PHOAF
Eerste Helmersstraat 188 Huis, 1054EL
Amsterdam, Netherlands
Non-EU returns: Contact studio@phoaf.com and we'll provide instructions.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
How should I mark my return package?
EU returns: Mark the parcel as "Returned Goods — Relief Claimed" to avoid duplicate customs charges.
Non-EU returns: You must include a commercial invoice marked "Returned Goods" on the outside of the parcel and ship via a tracked courier service [FedEx, UPS, DHL, etc.]. Please email us your tracking number at studio@phoaf.com.
How long does a refund take?
Refunds are processed within 7–10 business days of receiving your return at our warehouse. Once processed, it may take an additional 3–5 days to appear in your account. You'll receive an email confirmation when your refund has been processed.
Will I be refunded for customs duties I paid?
No. Refunds are issued for the product price only and exclude original shipping costs, any import duties or taxes paid by the customer, and return shipping fees.
What if my return doesn't meet the conditions?
If returned items don't meet our return conditions (unworn, tags attached, original packaging), we'll contact you by email with available options, which may include returning the items to you at your expense.
What if I refuse to pay import duties on a return?
If you refuse to pay required import duties or taxes and the parcel is returned to us, we are unable to refund the order or the original shipping costs. If the parcel is not returned to us or is abandoned by customs, no refund can be issued.
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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