Customer Care
Customer Care

CUSTOMER CARE

Our Customer Care Team is focused on finding the best possible solution to your concern! For questions regarding your order, our shop, product availability, product features or anything else, please do not hesitate to contact us. We will answer your questions as soon as possible!

We are available: Mon-Fri: 8 am – 6 pm CET.

TOLL FREE NUMBER

Now ready for you – toll free phone number for:

the UK, USA, Germany, Switzerland, France, Austria, Italy, Spain, Canada, Netherlands and Australia:

INTERNATIONAL TELEPHONE NUMBER:

Furthermore, you can reach us on our international phone number, which is open to you worldwide.

Keep in mind our availability Mon-Fri: 8 am – 6 pm CET.

OR WRITE US AN E-MAIL

WORLDWIDE EXPRESS SHIPPING

24 to 48 hours (excl. weekends and holidays) after receipt of payment, customs clearance processes excluded

FAQ

Here you will find the most frequently asked questions. Click on the topic that interests you to go directly to the answers.

ORDER PROCESS

HOW CAN I PURCHASE PHIPRODUCTS?

You can order our products through our online shop (www.phishop.com) or through our PhiShop App.

You can choose Paypal, credit card or bank transfer as the payment method.

Please note that we exclusively sell to professionals, i.e. business customers. Before you place an order, please make sure that you have selected the right products and your address is correct. Please note that we do not offer exchanges or returns.

We ship worldwide. If you are outside of the EU, we would recommend contacting customs in your country to find out if you can import your chosen products. Please note that custom charges as well as additional fees are not included in the shipping costs.

Do not hesitate to contact us if you need assistance with placing an order.

DO I HAVE TO CREATE AN ACCOUNT TO SHOP?

An account is not required to shop on our site. We recommend creating one, as it makes it easy to check the status of your order and gives you access to your full order history. You can also save your shipping and billing information for a quicker checkout experience. Please make sure to doublecheck your billing and shipping address before you place an order.

Please note that we cannot link your order to your PhiShop profile if you checked out as a guest.

You are required to register on our webshop, if you are trying to purchase any special category products (e.g. PhiRemoval) or our SUPER pigments for a discounted price as well as VAT-free (inside of the EU).

DO I NEED TO BE A PHIARTIST TO PURCHASE PRODUCTS?

Any business owner with a valid business license can place an order on our website. Only a few products require special education at PhiAcademy, such as PhiRemoval products or a discounted price for our SUPER pigments. To be able to purchase a special category product, you need to take the according course with PhiAcademy and upload your certificate or logo to your PhiShop profile.

I AM HAVING TROUBLE SIGNING INTO MY ACCOUNT.

If you received a message that says, “You did not sign in correctly or your account is temporarily disabled.”, this means your email address/password was not recognized by our system. No worries, this can quickly be fixed.

Please double-check to see if you are using the same email address and password you registered with.

If you cannot remember your password, click on the “Forgot your password?” button. Once you type in your email address, we will send you an email with a link that will let you create a new password.

Please make sure that you are registered with us. You can create an account directly on PhiShop (https://www.phishop.com/en/customer/account/create/).

If you are still experiencing issues, please send an email to info@phishop.com so we can further assist you.

HOW CAN I CHECK THE ORDER STATUS WITHOUT AN ACCOUNT?

All order updates, including confirmation and shipping emails, will be sent to the email address and telephone number provided by you when placing the order. Our team (info@phishop.com) is also able to provide you with this information.

CAN I CHANGE MY ORDER AFTER I HAVE PLACED IT?

All sales are final. Please note that we cannot modify orders once they have been completed and paid.

CAN I CHANGE THE BILLING OR SHIPPING ADDRESS OF MY ORDER?

Once your order has been shipped, we are unable to amend the shipping address. You can request a redirection by contacting DHL Express directly.

Nevertheless, should you need your billing address to be corrected, please send the full details to info@phishop.com or our billing department via vat@phiacademy.at directly.

Please note that once an order has been processed through customs an amendment is no longer possible.

PAYMENT

WHICH PAYMENT METHODS CAN I CHOOSE FROM?

We accept credit card (STRIPE), Paypal, bank transfer, instant transfer (within the EU) and Amazon Pay.

Please note that if you choose bank transfer, your bank may charge fees for international transactions. All bank charges and fees are to be covered by you.

HOW CAN I SHOP TAX-FREE?

If your business is located outside of Austria, you can shop tax-free. Please register on PhiShop and enter your VAT ID number in your profile before placing an order. In addition, please enter this number next to the shipping address every time you place an order with us. If you do not have a valid VAT ID number, we are obliged to add VAT based on your destination country located in the European Union.

You can send your business license and VAT ID number to vat@phiacademy.at and it will be saved in your profile. Please contact this email address as well if your VAT number has not been successfully applied to your order.

We cannot correct your previous invoices in retrospect, if you did not save your VAT number in your profile before the purchase.

I HAVE A DISCOUNT CODE. HOW CAN I USE IT?

Please login to your PhiShop profile: https://www.phishop.com/en/customer/account/login/ before you place the order with the coupon code. The coupon field can be found below all products in your cart.

The amount will be automatically deducted before checking out.

Please note that discount codes cannot be combined.

WILL I BE CHARGED INTERNATIONAL BANK FEES?

By placing an order, the total amount will be deducted in Euros. Your bank may charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges as well as the current exchange rate. All bank charges and fees are to be covered by you.

MY VAT NUMBER IS NOT VALID. WHAT CAN I DO?

Please make sure your VAT number is valid within the EU. You can check the validity via the following link: https://ec.europa.eu/taxation_customs/vies/ If it is not valid, it cannot be applied.

Make sure you have removed all spaces as well as special characters.

You can send your business license and VAT ID number to vat@phiacademy.at and it will be saved in your profile.

Should you still be experiencing technical issues, contact us via info@phishop.com

IT LOOKS LIKE YOU CHARGED ME TWICE FOR MY ORDER, WHAT SHOULD I DO?

If your credit card was declined when you first tried to place your order, you will see a pending transaction in your account. We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Please contact your bank after a few business days to confirm you have received your funds back.

SHIPPING

DO YOU SHIP TO MY COUNTRY?

We ship worldwide, except Iran. Nevertheless, please make sure you can import our goods before placing an order. Please contact info@phishop.com and we will send you our MSDS (Material Safety Datasheet), the customs code as well as all needed information, which will help you to find out if you can import your chosen products.

Please find our shipping restrictions below:

Australia: Microneedling products, Phi-Ion Pro
Austria: PhInjection Pen & hyaluronic fillers, PhiRemoval products, Phi-Ion Pro, Babor Spot reducer, PhiHenna (black, medium brown), PhiLaser Type 2.0
Canada: PhInjection Pen & hyaluronic fillers, PhiRemoval products, Phi-Ion Pro, Babor Spot reducer, PhiLaser commode
Iran: all products
Mexico: PhiLaser commode
Russia: PhiLaser commode
Saudi Arabia: PhiLaser commode
Turkey: PhiLaser commode
USA: PhInjection Pen & hyaluronic fillers, Phi-Ion Pro, Babor Spot reducer, ZEN machine, PhiLaser commode

HOW ARE SHIPPING RATES CALCULATED?

The shipping costs are calculated automatically before check out and depend on the weight of your parcel and its destination. Please note that this amount does not include any duty charges or additional import fees.

WILL THERE BE CUSTOM FEES APPLIED?

All international orders (outside of the EU) are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order and are based on product value. These fees are not included in your order and/or shipping total. You will be contacted by customs or DHL Express directly if you need to pay customs.

WHEN WILL MY ORDER BE SHIPPED?

We ship our products usually within 1 or 2 business days (business days do not include weekends or holidays) after receiving the payment. Please keep in mind that if you choose prepayment (bank transfer) as the payment method, it takes a few business days until we receive the payment.

If we have a new product launch, orders may take a bit longer to process, so we kindly ask you to be patient.

Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number.

Furthermore, we expressly reserve the right to make partial deliveries if a product is out of stock.

WHEN CAN I EXPECT MY ORDER TO ARRIVE?

Once your order is shipped, you should receive it within 1-2 business days within the EU and 2-3 business days outside of the EU as we only offer DHL Express as our shipping method.

Nevertheless, please note that DHLExpress does not offer shipping to a variety of countries (e.g. Turkey, Russia, Serbia). In this case we ship your parcel with another carrier, which may take significantly longer.

You can track your order on these sites:

DHL Express: www.dhl.at/en/express/tracking.html

Various carriers: www.17track.net

MY PACKAGE SAYS DELIVERED, BUT I DID NOT RECEIVE IT.

Please ask your neighbors if they accepted the package for you. If this is not the case, please contact the carrier directly. Please send all correspondence between you and the shipping company to info@phishop.com. We then can take further steps to help you, if they are unable to tell you the status of your order.

I DID NOT RECEIVE MY PARCEL, WHAT SHOULD I DO?

We recommend tracking your parcel and contacting the responsible carrier as they will be able to tell you where your parcel is located. As all international orders (outside of the EU) are subject to customs and duty fees your parcel may be under processing by customs. If you did not receive your tracking information, please check your spam folder first or contact info@phishop.com. Our team is happy to assist you and will send you the tracking information.

Shipment tracking links:
DHL Express: https://www.dhl.at/en/express/tracking.html
Various carriers: www.17track.net

Unfortunately, it may happen that the package will be reported as lost. In this case, please stay in touch with the carrier and contact us within 10 days from receipt of notification regarding the accidental loss so we can immediately contact the carrier as well.

RECLAMATION

CAN I CANCEL MY ORDER?

As stated in our GTCs we do not offer refunds, returns, or exchanges. We reserve the right to refuse any returns at any time.

SOMETHING IS MISSING FROM MY ORDER, WHAT SHOULD I DO?

Please send an email to info@phishop.com with the invoice/order number, a picture of the parcel, the name and the amount of the missing item. Note that all order issues need to be reported within 4 days of delivery, as stated in our GTCs.

MY PRODUCT ARRIVED BROKEN, WHAT SHOULD I DO?

Please send an email to info@phishop.com with your order number and a picture/video that shows the fault of the item you received. If the package shows external damage, please send us a picture and contact DHL Express as well.

You need to contact us within 10 days from the date of receipt of the damaged product(s) or from receipt of notification regarding the accidental loss.

I RECEIVED THE WRONG ITEM, WHAT SHOULD I DO?

We are very sorry for the mix-up! Please send an email to info@phishop.com with a picture of what you received and the invoice/order number. All order issues need to be reported within 4 days of delivery, as stated in our GTCs.

I HAVE PROBLEMS WITH MY MACHINE. WHAT SHOULD I DO?

Please write an email with your order number to info@phishop.com and explain the problem you are experiencing with the machine. If possible, attach a video or pictures showing the problem, so that we can try to identify the defect. Depending on the machine and the defect, we offer spare parts or repairs.

DIVERSE

I HAVE A QUESTION REGARDING THE USE OF A SPECIFIC PRODUCT. WHO CAN ASSIST ME?

Please write an email to info@phishop.com so we can assist you further or forward your question to our product development team.

MY CLIENT MIGHT BE ALLERGIC TO YOUR PRODUCTS. WHAT CAN I DO?

Full ingredient listings are available for each of our products. Please send an email to info@phishop.com for further assistance.

We recommend you to perform a patch test before a treatment and make sure you take highest care of your clients, so any complications can be avoided.

DO YOU OFFER A REWARDS/LOYALTY PROGRAM?

Unfortunately, we do not have a rewards or loyalty program at this time. Please subscribe to our newsletter to receive updates first!

HOW CAN I REACH THE SERVICE CENTER?

Our service center in Austria is happy to assist you and answer your questions between Monday and Friday from 8 am to 6 pm (CET) except on public holidays.

If you call from CH, FR, IT, DE, ES, AT, NL, USA, AU, CA or UK, please dial 00 800 1618 000 (toll-free). All other international callers, please dial +43 1 375 1618 1618.

To be able to assist you promptly with questions regarding your purchase, please prepare you order number.

HOW DOES COVID AFFECT MY ORDER?

Due to the current situation, international shipping may be affected by delays and further restrictions. We thank you for your understanding and patience during this time.