Frequently Asked Questions | PhaQeli<\/title><\/p>\n<style>\n:root{\n --theme-primary:#6D1A36;\n --theme-secondary:#C4A35A;\n --ink:#17191f;--muted:#686d78;--line:#e5e8ee;--soft:#f6f7f9;--paper:#ffffff;--deep:#22252c;\n}\n*{box-sizing:border-box}\nhtml{scroll-behavior:smooth}\nbody{margin:0;background:var(--paper);color:var(--ink);font-family:Inter,ui-sans-serif,system-ui,-apple-system,BlinkMacSystemFont,\"Segoe UI\",Arial,sans-serif;font-size:16px;line-height:1.7}\na{color:var(--theme-primary);font-weight:700;text-underline-offset:3px}\na:hover{color:var(--theme-secondary)}\na:focus-visible,summary:focus-visible{outline:3px solid var(--theme-primary);outline-offset:3px;border-radius:6px}\n.shell{max-width:1180px;margin:0 auto;padding:40px 22px 64px}\n.mast{display:grid;grid-template-columns:180px 1fr;gap:30px;align-items:end;padding:20px 0 30px;border-bottom:1px solid var(--line)}\n.mast 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transparent}.quick-strip{grid-template-columns:1fr 1fr}.quick-strip div:nth-child(2){border-right:0}.quick-strip div{border-bottom:1px solid var(--line)}}\n<\/style>\n<p><main class=\"shell\"><\/p>\n<header class=\"mast\">\n<div>\n<div class=\"label\">Help Center<\/div>\n<div class=\"rule\"><\/div>\n<\/div>\n<div>\n<h1>Frequently Asked Questions<\/h1>\n<p>Practical answers about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support.<\/p>\n<div class=\"updated\">Last updated: 12 September 2026<\/div>\n<\/div>\n<\/header>\n<div class=\"quick-strip\">\n<div><b>1\u20133 business days<\/b><span>Order processing<\/span><\/div>\n<div><b>Within 3 business days<\/b><span>Dispatch target<\/span><\/div>\n<div><b>7\u201315 business days<\/b><span>Estimated transit after dispatch<\/span><\/div>\n<div><b>14 calendar days<\/b><span>Normal return request window<\/span><\/div>\n<\/div>\n<div class=\"faq-layout\">\n<nav class=\"faq-nav\" aria-label=\"FAQ categories\">\n<a href=\"#orders\">Orders<\/a><a href=\"#payments\">Payments<\/a><a href=\"#shipping\">Shipping<\/a><a href=\"#returns\">Returns<\/a><a href=\"#refunds\">Refunds<\/a><a href=\"#exchanges\">Exchanges<\/a><a href=\"#sizing\">Sizing<\/a><a href=\"#privacy\">Privacy & Security<\/a><a href=\"#support\">Customer Support<\/a><br \/>\n<\/nav>\n<div>\n<section class=\"faq-group\" id=\"orders\">\n<h2><span>01<\/span> Orders<\/h2>\n<details>\n<summary>How long does order processing take?<\/summary>\n<p>Orders are usually processed within <strong>1\u20133 business days<\/strong>. Dispatch should take place within <strong>3 business days<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>Can I cancel my order?<\/summary>\n<p>You may request cancellation before dispatch by contacting support@phaqeli.com. Once an order has been dispatched, cancellation cannot be guaranteed.<\/p>\n<\/details>\n<details>\n<summary>Can I change my shipping address?<\/summary>\n<p>You may request an address change before dispatch. After dispatch, a change cannot be guaranteed and may depend on the carrier.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"payments\">\n<h2><span>02<\/span> Payments<\/h2>\n<details>\n<summary>Which card types are available?<\/summary>\n<p>Primary card methods include Visa, Mastercard, American Express, JCB, Discover and Diners Club. Payments are processed through <strong>Stripe<\/strong>. Additional methods may be available where displayed on the Payment or Checkout page.<\/p>\n<\/details>\n<details>\n<summary>Do displayed product prices include tax?<\/summary>\n<p>Displayed product prices include applicable tax according to the website’s pricing configuration. Customs duties and import charges, where applicable, are separate.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"shipping\">\n<h2><span>03<\/span> Shipping<\/h2>\n<details>\n<summary>What is the standard shipping fee?<\/summary>\n<p>Standard shipping is <strong>6$<\/strong>. Orders reaching <strong>50<\/strong> qualify for free standard shipping.<\/p>\n<\/details>\n<details>\n<summary>How long does delivery take?<\/summary>\n<p>Estimated transit is <strong>7\u201315 business days after dispatch<\/strong>. This is an estimate and may vary because of destination, carrier operations, customs processing, peak periods, weather, public holidays and other circumstances outside reasonable control.<\/p>\n<\/details>\n<details>\n<summary>Will I receive tracking?<\/summary>\n<p>Yes. All orders include shipment tracking. Tracking information is provided after dispatch when tracking data becomes available.<\/p>\n<\/details>\n<details>\n<summary>Which carriers may be used?<\/summary>\n<p>Possible carriers include DHL, UPS, FedEx, USPS and YunExpress. The carrier for an individual order may depend on destination, route and operational arrangements.<\/p>\n<\/details>\n<details>\n<summary>What happens if a parcel appears to be lost?<\/summary>\n<p>Contact support@phaqeli.com. We review the tracking information and investigate with the relevant carrier. If the parcel is confirmed lost, the resolution will be a reshipment or refund.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"returns\">\n<h2><span>04<\/span> Returns<\/h2>\n<details>\n<summary>What is the normal return request window?<\/summary>\n<p>For goods covered by the normal return policy, contact support@phaqeli.com within <strong>14 calendar days after receipt<\/strong> to register the return.<\/p>\n<\/details>\n<details>\n<summary>Who pays normal return shipping?<\/summary>\n<p>For a change-of-mind, size-preference or other non-defective return, the customer pays the return shipping cost. No restocking fee is charged.<\/p>\n<\/details>\n<details>\n<summary>Who pays when an item is defective, damaged, incorrect or incomplete?<\/summary>\n<p>The merchant covers the applicable return shipping cost for defective, damaged, incorrect or incomplete goods, without limiting mandatory statutory consumer rights.<\/p>\n<\/details>\n<details>\n<summary>Where should I send a return?<\/summary>\n<p>Do not send a return without return instructions. The registered address is not automatically the return address. Customer service will provide the return address and steps after the request is registered.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"refunds\">\n<h2><span>05<\/span> Refunds<\/h2>\n<details>\n<summary>How long does an approved refund take?<\/summary>\n<p>Our internal processing target is within <strong>7 business days<\/strong> after the returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may need additional time to display the funds. This internal target does not replace any mandatory statutory refund deadline.<\/p>\n<\/details>\n<details>\n<summary>How are refunds returned?<\/summary>\n<p>Approved refunds are generally returned to the original payment method.<\/p>\n<\/details>\n<details>\n<summary>What applies to an EU statutory withdrawal?<\/summary>\n<p>Where the EU statutory right of withdrawal applies, consumers generally have 14 days from receipt to withdraw without giving a reason. The return shipping cost may be the consumer’s responsibility where disclosed in advance. Standard original delivery costs that must be refunded by law will be refunded; supplementary costs for a more expensive delivery choice may be excluded to the extent permitted by law.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"exchanges\">\n<h2><span>06<\/span> Exchanges<\/h2>\n<details>\n<summary>Are direct exchanges supported?<\/summary>\n<p>Yes. For a normal non-defective exchange, the customer pays both the return shipping cost and the replacement shipment cost.<\/p>\n<\/details>\n<details>\n<summary>What if the exchange is needed because of a product problem?<\/summary>\n<p>For damaged, defective, incorrect or incomplete goods, the merchant covers the applicable return shipping and replacement shipping costs.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"sizing\">\n<h2><span>07<\/span> Sizing<\/h2>\n<details>\n<summary>Which sizes are covered by the general guide?<\/summary>\n<p>The general guide covers S, M, L, XL and XXL. Product-specific size information on an individual product page takes priority.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"privacy\">\n<h2><span>08<\/span> Privacy and Security<\/h2>\n<details>\n<summary>How can I make a privacy request?<\/summary>\n<p>For privacy, cookies, consent or personal-data requests, contact privacy@phaqeli.com.<\/p>\n<\/details>\n<details>\n<summary>Should I send card security details by email?<\/summary>\n<p>No. Do not send a full card number, CVV\/CVC, PIN or other card security code through ordinary customer-service email.<\/p>\n<\/details>\n<\/section>\n<section class=\"faq-group\" id=\"support\">\n<h2><span>09<\/span> Customer Support<\/h2>\n<details>\n<summary>How can I contact customer service?<\/summary>\n<p>For orders, shipping, tracking, returns, refunds, exchanges, sizing, payments and general support, contact support@phaqeli.com. Business hours: Monday-Friday, 09:00-18:00.<\/p>\n<\/details>\n<\/section>\n<\/div>\n<\/div>\n<p><\/main><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Frequently Asked Questions | Help Center Frequently Asked Questions Practical answers about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support. Last updated: 1\u20133 business daysOrder processing Within 3 business daysDispatch target 7\u201315 business daysEstimated transit after dispatch 14 calendar daysNormal return request window OrdersPaymentsShippingReturnsRefundsExchangesSizingPrivacy & SecurityCustomer Support 01 Orders How long does […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-6520","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/pages\/6520","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/comments?post=6520"}],"version-history":[{"count":2,"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/pages\/6520\/revisions"}],"predecessor-version":[{"id":24433,"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/pages\/6520\/revisions\/24433"}],"wp:attachment":[{"href":"https:\/\/phaqeli.com\/bsite\/wp-json\/wp\/v2\/media?parent=6520"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}