Exchanges & Returns
Items purchased in the Phriya Online Store can be returned if Phriya has been informed within 14 days from the delivery of your order.
Please be aware that it's not possible to return gift cards, sales items and personalized items. For all other items we are able to offer you a refund or exchange of the same value.
The items you want to return must be returned new, unused and with all labels and tags still attached in the original packaging. Please ensure that the Phriya pouch is properly protected in the DHL flyer provided when returning the parcel. If your return has been damaged, soiled or altered we may not be able to accept it and the return may be sent back to the customer.
Unfortunately we are currently unable to offer free return services for domestic and international returns.
Our returns policy does not affect your statutory rights. More information about your statutory rights can be found under our "terms and conditions" section.
Check if your products meet the following conditions: 1. The item you want to return must be unworn, unwashed, undamaged and with all labels and tags still attached and packed in the original packaging. 2. The 14 days period from the delivery of your order to inform us about your return has not expired.
Next, contact our Customer Service via email@example.com in order to get a return/exchange form, the return label and shipment instructions. We will send you the return/exchange form, the return label and the shipping instructions by email. Please print the return/exchange form and the return label.
In order to return our product we ask you to place the pouch bag including the items you want to return in the extra DHL flyer that was included in the package when you received your order. Place the filled in return/exchange form into the DHL Flyer and attach the return label on the outside of the DHL flyer. Use the link in the email you have received to schedule a pick up.
Please remember responsibility for the return is yours until the parcel has reached us.
You will receive an email notification once we have received and verified your return shipment. Verifying the items will take 3 to 5 working days. Based on the details filled in on your return/exchange form we will either proceed with a refund or an exchange of the returned product.
You will receive an email notification once we have processed your return shipment. Before we can make a refund we verify the integrity of the items. This process is expected to take 3 to 5 business days. After we accepted the return we will process the refund. The refund will be made in the same payment method used for the purchase within 10-14 days, depending on your bank.
You can exchange your purchased item for the same item in a different size depending on stock availability. You are not able to exchange your item for a different item or the same item in a different colour unless we make an exception. This kind of exchanges are also subject to stock availability.
Please note that exchanges are subject to shipping charges, duty, taxes and other charges if applicable.
In case you would have preferred a different item or the same item in a different colour please return your item following the steps mentioned under the section “return process”. We will make a refund ones the original item has been returned and verified and a new item can then be purchased on Phriya.com. Please note that items purchased in the Phriya Online Store can only be returned if Phriya has been informed within 14 days from the delivery of your order.
In case you received an incorrect or faulty order please contact us at firstname.lastname@example.org within 14 days from the delivery of your order. Attach a picture of the damaged or faulty items to your mail and include your order number to the subject line of your mail. We will do our best to arrange collection and replacement of your product(s) as quickly as possible. We do not take responsibility for returns received in a damaged condition without prior notice.
Please note that goods are classified as faulty if they have been received in damaged conditions.
If you bought a product online you have the right to cancel and return your order within 14 days, for any reason and without a justification.
14 day cooling off period
Within the European Union you have the right to return purchases made online within 14 days for a full refund. You don’t need a specific reason, so you can cancel even if you simply changed your mind. Please note that this 14-day cooling off period does not apply to personalized goods. Be aware that the cooling off period expires 14 days after the day you received your goods. If case the cooling off period expires on a non-working day, your deadline is extended till the next working day.
How to cancel a purchase
You must inform us about the fact that you want to cancel your purchase. Just sending back the goods is not enough.
Please send a mail to email@example.com in case you want to cancel your order before it has been dispatched. Add the word Cancellation and your order number to the subject line of your mail. Please fill in this withdrawal form and attach it to your mail.
If you want to cancel your order after it has been dispatched please follow the steps mentioned in the section “return process”.
You must send the unused goods back within 14 days of informing us about your cancellation. If you cancelled the order because you change your mind, you have to pay for the cost of returning it. If the item is faulty, then Phriya will pay the costs of returning it.
Getting a refund
You will receive a refund within 14 days of receiving your cancellation if you cancel your order before it has been dispatched. In case you cancel the order after the order has been dispatched we will make a refund after we have received and verified the returned items. For the conditions of refunds and returns see section “refunds” and “return process”.
We will refund you the standard delivery costs you made for returning faulty items except for any supplementary costs arising from choosing a type of delivery other than the least expensive type of standard delivery offered by us.