What is the status of my order?

Your order status will be available 24 hours after your order has been placed by simply clicking on the "My Account" link at the top left corner of every page of our site. From there, you will be able to view information about your order.

How do I change or cancel my order?

Please contact our Customer Service by email immediately if you need to change your order. Please be advised that some orders are shipped very soon after placement, and it will not always be possible to change or cancel. Should this happen, contact us by email for assistance.

The product I want is out of stock! When will it be available?

When an item is out of stock it generally takes from one week to two weeks for it return on the site. If the “Buy Now” button is no longer next to your product that means it is out of stock. When the button reappears, that shows the item is available again. If it seems that the product has been unavailable for a long time, there’s a possibility that it has been discontinued. Please feel free to contact us to verify if that is the case.

When I phoned, the line was busy!

If we are on the line with another customer, or out of the office, our voice messaging service will answer your call. Please feel free to leave us a message. We will contact you during our business hours (9am—6pm EST). You can also reach us via e-mail at sales@phoenix-luxury.com.

What are your guarantees?

We have complete confidence in the quality of our merchandise and guarantee your 100% satisfaction. In the event that you are dissatisfied with your purchase, simply return it by courier for a hassle-free total refund. For full refund, you must return your product(s), new and unworn, within 10 days of receipt. The return shipping cost is the customers responsibility. You must also provide us with a tracking number before a replacement or refund can be issued. We do not issue a re-stocking fee. We are here to help: if you have any questions about returns you can contact us anytime.

Do you guarantee shipment through customs?

We guarantee that our product will be shipped through customs and straight to your door! This guarantee includes that our shipping will take only 3-7 days (depending of which country you are located). We avoid customs seizure and import/insurance fees by specially packaging our products and marking then with a low value. In the rare case of customs seizure we will re-ship your order immediately, at our expense. Our methods have proved that 99% of our customers receive their package with no hassles or import fees.

How can I return my bag(s) for a refund or exchange?

To have a return request processed you will simply need to send us an e-mail with the details of your order and the products you would like to return. In order for us to process a replacement or refund you will have to return the products you received at your own expense and provide us with a tracking number for the return package. We do not charge a restocking fee.

How do I make sure that your shipping guarantee works?

We only use express shipping that is a 3 to 7 days long and delivery is guaranteed. We can guarantee you that 99% of our shipments get to their destination with no problems from customs. We avoid custom charges by shipping all our items marked at very low value and use special packaging to avoid customs hassle. If however your item is stopped and investigated by customs we will ship another one immediately at no charge to you.

What payment methods do you accept?

We accept credit card Visa and MasterCard. We also accept money transfer by Western Union. To read more about Western Union please visit: www.westernunion.com

Your shipping is WORLDWIDE. Is there any place you can’t ship to?

We ship everywhere in the world.

How much does shipping cost?

The shipping is free world wide with us.

How long does it take to ship?

Shipping takes from 3 to 7 days for anywhere in the world. We will provide you with a tracking number within 48 hours of your order, so that you can track the progress of your shipment online. If you are away from home at the time of delivery, a notice will be left on your door, and the package will be available for pickup at your nearest post office. Shipping is Guaranteed.

Do you ship to PO Boxes or Military APO/FPO addresses?

Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses

Do I have to pay any Import taxes?

To avoid incurring import taxes our goods are shipped with a low value marking ($50 per box). Since most countries do not charge import tax on low value imports such as this, our customers are almost never asked to pay duties. In the very rare case that this does happen, the customer is responsible for the charges, but 99% of our customers are not charged any duties.