SHIPPING INFORMATION

We offer shipping within Europe and worldwide, including Norway, Switzerland, UK, USA, Canada, Australia, South Korea, Japan and Brazil, hand-packed from our studio in Amsterdam.

Shipping rates and delivery times vary by destination. Please see below for all our rates per region.

For all orders outside of the European Union — they are shipped on a DAP [Delivered At Place] basis unless otherwise stated. This means that local customs duties, import VAT or other taxes are not included in our prices and may be charged upon delivery by your local customs authority or carrier.

We work with trusted global carriers who handle all import processes directly with you to ensure a smooth arrival.

Order Processing

Orders are usually processed within 2-4 working days of receiving your order. We try to process all orders as soon as possible, but our main shipping day is Friday, as we are a small company. If you need an item urgently, please email us at studio@phoaf.com — we are always happy to help.

Orders are not shipped or delivered on weekends or holidays.

Once your order has shipped, you will receive an email confirmation with tracking information. You may be required to sign for your delivery.

Missed Deliveries: If a delivery is missed, the carrier will attempt a second delivery. After two missed deliveries, any additional re-delivery attempts will incur fees payable by the customer.

Please ensure that your billing and shipping details are correct, as we cannot redirect orders once confirmed.

We are dependent on our shipping partners and cannot be held responsible for unforeseen delays, customs inspections, or force-majeure circumstances.

SHIPPING REGIONS / RATES:

Taxes and Duties

EU customers

Prices on our website include Dutch VAT [21%] where applicable. For customers within the EU, VAT is charged at the rate of your delivery country via the EU OSS scheme. You will not be charged additional duties on delivery.

Shipping Outside the European Union [Important Information]

For all orders shipped outside the European Union, we ship on a DAP [Delivered At Place] basis unless otherwise stated.

What this means for you:

• 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 the customer upon delivery.

• Your carrier will contact you directly if payment is required before delivery.
  
  

We work with trusted international carriers who manage the customs process and will guide you if any action is needed.

Countries we currently ship to outside the EU

United Kingdom, Norway, Switzerland, USA, Canada, Australia, South Korea, Japan, and Brazil.

Please note

• 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.

• Customs processing may occasionally cause delivery delays beyond our control.

If you are unsure about possible import charges, we recommend checking with your local customs authority before placing your order.

Refused or unpaid import 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.

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.

Sustainability

At PHOAF, we are committed to responsible packaging. All shipping boxes are FSC — and ZeroPackaging — certified, recycled, recyclable, and CO₂ — neutral.

RETURNS POLICY

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days after receiving the last item in your order, without giving a reason.

If your order has not yet been fulfilled, you may request cancellation.

How to request a cancellation or return

To submit a request, open your order confirmation or shipping email and select View your order. On the order status page, select Cancel order or Request return, then follow the instructions.

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.

After notifying us of your withdrawal, you must send the items back within 14 days.

Return conditions

Please take reasonable care of the items while they are in your possession. Items should be returned in the condition in which you received them.

Where reasonably possible:

• Items should be unworn and unused.
• Original tags should remain attached.
• Original packaging should be included.
• Items should be packaged securely for return.

You may handle items as necessary to inspect their nature, characteristics, and functioning. If an item has been handled more than necessary and its value has decreased, we may deduct the resulting loss in value from your refund.

Unless an item is faulty, incorrect, or another legal exception applies, the customer is responsible for the direct cost of return shipping.

If you receive an incorrect, damaged, or faulty item, please contact studio@phoaf.com before returning it. We will provide instructions and will not charge you the return cost where we are responsible for the problem.

Returns from within the EU

Please arrange your return shipping and send the items to:

PHOAF
Eerste Helmersstraat 188 Huis
1054EL Amsterdam
The Netherlands

As there are normally no customs formalities for returns sent from within the EU, you do not need to mark an EU return as “Returned Goods – Relief Claimed.”

Returns from outside the EU

You must arrange your own return shipping using a trusted courier, such as FedEx, UPS, or DHL, with tracking.

Please ensure that you:

• Include a commercial invoice marked “Returned Goods” where required by the carrier or customs authority.
• Use a courier service that provides proof of delivery.
• Email studio@phoaf.com with your tracking number.

Any return shipping, customs, import, storage, or other fees charged to PHOAF may be deducted from your refund where permitted by law.

If you refuse to pay required import duties or taxes and the parcel is returned to us, any costs charged to PHOAF may be deducted from your refund where permitted by law. If the parcel is not returned to us or is abandoned by customs, we may be unable to complete the refund until the matter is resolved.

Refunds

We will refund the payments we have received within 14 days after you notify us of your withdrawal.

For returned goods, we may wait to issue the refund until we receive the goods or you provide proof that they have been sent back, whichever happens first.

The refund includes the cost of our standard delivery option. If you selected a more expensive delivery option, we refund only the amount of the standard delivery charge.

Return shipping costs, customs charges, import duties, and taxes paid by the customer are not refunded unless we are responsible for the return or applicable law requires otherwise.

Once the return has been received and approved, we normally process the refund within 7–10 business days. The refund will be sent to the original payment method and may take an additional 3–5 business days to appear in your account, depending on your payment provider.

Exceptions

The right of withdrawal may not apply to certain products or services, including some personalised products, sealed products that cannot be returned for health or hygiene reasons once opened, and digital content where performance has started with your prior consent.

If an exception applies to a particular product, we will identify it on the relevant product page or during checkout.

For questions about returns, cancellations, or refunds, email studio@phoaf.com.