FAQ

You can place an order directly on our website. If you need any help doing this, please email our customer service team at info@phixclothing.com or on LiveChat and they can assist.

Once you have placed your order, you will receive an automated order confirmation email. If you do not receive one, please email our customer help team at info@phixclothing.com.

Payment can be made using all major credit and debit cards. Payment can also be made using PayPal, PayPal Credit, Stripe and Klarna.

We do not offer physical gift cards at this time, but you can purchase a personalised gift voucher code for use on our website. Please email us at info@phixclothing and we can sort this for you.

Klarna is a payment service provider that lets you split your payments into sections. You can read more about this here.

PAYMENT FOR YOUR PAY LATER IN 3 WILL AUTOMATICALLY BE COLLECTED FROM THE DEBIT OR CREDIT CARD YOU ENTERED AT CHECKOUT. THE FIRST PAYMENT IS TAKEN WHEN THE ORDER IS CONFIRMED. THE SECOND AND THIRD INSTALMENTS ARE COLLECTED 30 AND 60 DAYS, RESPECTIVELY, AFTER THE FIRST INSTALMENT.

AS SOON AS PHIX HAVE ACCEPTED YOUR CANCELLATION/RETURN, KLARNA WILL CANCEL ANY FUTURE SCHEDULED PAYMENTS AS WELL AS REFUND ANY AMOUNTS DUE.

KLARNA WILL AUTOMATICALLY ATTEMPT TO COLLECT YOUR PAYMENT FOR YOUR PAY LATER IN 3 PURCHASE AT PHIX FROM THE DEBIT OR CREDIT CARD YOU ENTERED AT CHECKOUT. IF WE ARE UNABLE TO COLLECT YOUR PAYMENT ON THE SCHEDULED DUE DATE KLARNA WILL MAKE ONE FURTHER ATTEMPT TO AUTOMATICALLY COLLECT PAYMENT TWO DAYS LATER. SHOULD THIS LAST PAYMENT ATTEMPT FAIL, KLARNA WILL ISSUE YOU A STATEMENT FOR THE FULL OUTSTANDING ORDER AMOUNT WHICH WILL BECOME PAYABLE 15 DAYS LATER. KLARNA SHALL NOTIFY YOU WHEN A PAYMENT IS DUE TWO DAYS IN ADVANCE OF ATTEMPTING TO COLLECT YOUR PAYMENT.

YOU CAN VIEW ALL OF YOUR KLARNA PURCHASES AND PAYMENT SCHEDULE SIMPLY BY LOGGING ONTO KLARNA.COM/UK.

IF YOU WANT TO MAKE A PURCHASE WITH KLARNA YOU NEED TO PROVIDE YOUR NAME, ADDRESS, EMAIL ADDRESS AND MOBILE PHONE NUMBER. FOR SOME ORDERS YOU MAY NEED TO PROVIDE YOUR DATE OF BIRTH, TOO. ALL INFORMATION WILL BE SENT TO YOUR EMAIL ADDRESS, INCLUDING PAYMENT REMINDERS AND LINKS TO YOUR ONLINE STATEMENTS. IT'S VERY IMPORTANT THAT YOU GIVE US THE CORRECT DETAILS, AS OTHERWISE YOU WILL NOT RECEIVE THE PAYMENT INFORMATION.

PAYMENT INFORMATION IS PROCESSED SECURELY BY KLARNA. NO CARD DETAILS ARE TRANSFERRED TO OR HELD BY PHIX. ALL TRANSACTIONS TAKE PLACE VIA CONNECTIONS SECURED WITH THE LATEST INDUSTRY STANDARD SECURITY PROTOCOLS.

NO, THIS IS NOT CURRENTLY POSSIBLE FOR PAY LATER IN 3 PURCHASES.

KLARNA WILL NOTIFY YOU VIA EMAIL AND PUSH NOTIFICATION WHEN A PAYMENT IS DUE AND WHEN THIS HAS SUCCESSFULLY BE COLLECTED, OR IN THE UNLIKELY EVENT OF YOUR PAYMENT FAILING. IF A PAYMENT HAS BEEN COLLECTED BUT YOU HAVE NOT RECEIVED PAYMENT CONFIRMATION, YOU CAN ALWAYS CHECK THE STATUS OF YOUR ORDER AND PAYMENTS BY LOGGING IN ATWWW.KLARNA.COM/UK.

ONCE PHIX HAS RECEIVED THE RETURN (PARTIAL OR FULL) AND YOU HAVE RECEIVED THEIR CONFIRMATION OF THIS, AN UPDATED STATEMENT WITH AN ADJUSTED PAYMENT SCHEDULE WILL BE SENT TO YOU BY KLARNA IF YOU'VE MADE A PARTIAL RETURN. WITH A FULL RETURN, WE SHALL REFUND ANY PAYMENTS COLLECTED AND CANCEL ANY FUTURE SCHEDULED PAYMENTS.

IN THE EVENT THAT YOUR GOODS HAVE NOT BEEN RECEIVED PLEASE CALL PHIX TO CHECK ON YOUR ORDER AND DELIVERY STATUS. YOU CAN ALSO CONTACT KLARNA’S CUSTOMER SERVICE SO THAT WE CAN POSTPONE THE DUE DATE ON YOUR PAYMENT.

AS SOON AS THE STORE HAS REGISTERED YOUR CANCELLATION OR YOUR RETURN, THE REFUND WILL BE PROCESSED WITHIN 5-7 BUSINESS DAYS.

YOU CAN LOG IN AT WWW.KLARNA.COM/UK, WHERE YOU WILL FIND ALL OF YOUR ORDERS AND PAYMENT SCHEDULE INFORMATION.

VISIT KLARNA’S CUSTOMER SERVICE FOR A FULL LIST OF FAQ’S, LIVE CHAT AND TELEPHONE OPTIONS.

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by PHIX and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

KLARNA IS UNIQUE AND OFFERS PAY LATER IN 3 BASED ON A NUMBER OF FACTORS SUCH AS THE ORDER VALUE, PREVIOUS ORDER HISTORY AND ITEM AVAILABILITY. IF YOU ARE 18 OR OVER, YOU CAN IMPROVE YOUR CHANCES OF BEING OFFERED PAY LATER IN 3 BY ENSURING YOU PROVIDE YOUR FULL NAME AND ACCURATE ADDRESS DETAILS AND SHIPPING TO YOUR REGISTERED BILLING ADDRESS. ALL ORDERS ARE ASSESSED INDIVIDUALLY. JUST BECAUSE YOU HAVE BEEN ACCEPTED FOR A KLARNA PAYMENT METHOD BEFORE DOES NOT MEAN IT WILL BE OFFERED FOR EVERY ORDER AND IN TURN, AS IT IS DENIED DOES NOT MEAN IT WILL BE DENIED FOR ALL FUTURE ORDERS.

IF YOU WANT TO MAKE A PURCHASE WITH KLARNA USING PAY LATER IN 3, YOU'LL NEED TO PROVIDE YOUR MOBILE PHONE NUMBER, EMAIL ADDRESS, CURRENT BILLING ADDRESS AND A DEBIT OR CARD CARD. THE MOBILE NUMBER IS REQUIRED IN CASE WE NEED TO REACH YOU. ALL COMMUNICATIONS WILL BE SENT TO YOUR EMAIL ADDRESS. IT'S VERY IMPORTANT THAT YOU GIVE US THE CORRECT DETAILS, AS OTHERWISE YOU WILL NOT RECEIVE YOUR PAYMENT SCHEDULE AND ANY UPDATED ORDER INFORMATION.

KLARNA MAY RUN SO-CALLED UNRECORDED ENQUIRIES (OR SOFT CREDIT SEARCHES) THAT DO NOT AFFECT CREDIT SCORING AND ARE ONLY VISIBLE TO YOU AND KLARNA, BUT NOT VISIBLE TO OTHER LENDERS. NEITHER KLARNA NOR PHIX RUN CREDIT SEARCHES AGAINST YOU THAT COULD IMPACT YOUR CREDIT RATING.

ONCE YOUR ORDER IS CONFIRMED, YOU'LL RECEIVE AN EMAIL WITH PAYMENT INSTRUCTIONS WITHIN TWO DAYS FROM KLARNA. YOU'LL THEN HAVE 30 DAYS TO TRY ON YOUR ORDER AND ONLY PAY WHEN YOU’RE HAPPY. COMPLETE THE PAYMENT ONLINE, AT YOUR CONVENIENCE, WITH NO EXTRA COST. YOU CAN PAY VIA CREDIT OR DEBIT CARD ATWWW.KLARNA.COM/UK.

TO USE PAY LATER YOU MUST BE AT LEAST 18. WHILST THIS OPTION IS WIDELY PROMOTED, PAY LATER IS SUBJECT TO YOUR FINANCIAL CIRCUMSTANCES. WHEN CHOOSING PAY LATER, OUR ASSESSMENT WILL NOT AFFECT YOUR CREDIT RATING.

KLARNA IS UNIQUE AND OFFERS PAY LATER BASED ON A NUMBER OF FACTORS SUCH AS THE ORDER VALUE, PREVIOUS ORDER HISTORY AND ITEM AVAILABILITY. IF YOU ARE 18 OR OVER, YOU CAN IMPROVE YOUR CHANCES OF BEING OFFERED PAY LATER BY ENSURING YOU PROVIDE YOUR FULL NAME AND ACCURATE ADDRESS DETAILS AND SHIPPING TO YOUR REGISTERED BILLING ADDRESS. ALL ORDERS ARE ASSESSED INDIVIDUALLY. JUST BECAUSE YOU HAVE HAD PAY LATER BEFORE DOES NOT MEAN IT WILL BE OFFERED FOR EVERY ORDER AND IN TURN, AS IT IS DENIED DOES NOT MEAN IT WILL BE DENIED FOR ALL FUTURE ORDERS.

ALTHOUGH PAY LATER IS WIDELY PROMOTED IT IS NOT ALWAYS UNIVERSALLY AVAILABLE. THE PAY LATER METHOD IS AUTOMATICALLY GENERATED BY ALGORITHMS THAT ARE DEPENDENT UPON A NUMBER OF FACTORS INCLUDING AMOUNT OF ORDER, THE ONLINE STORE, PREVIOUS ORDER HISTORY AND ITEM AVAILABILITY. ALTERNATIVELY, YOU ARE ABLE TO COMPLETE YOUR ORDER BY PAYING BY CREDIT OR DEBIT CARD AT THE CHECKOUT.

KLARNA MAY RUN SO-CALLED UNRECORDED ENQUIRIES (OR SOFT CREDIT SEARCHES) THAT DO NOT AFFECT CREDIT SCORING AND ARE ONLY VISIBLE TO YOU AND KLARNA, BUT NOT VISIBLE TO OTHER LENDERS. NEITHER KLARNA NOR PHIX RUN CREDIT SEARCHES AGAINST YOU THAT COULD IMPACT YOUR CREDIT RATING.

ON EACH PRODUCT PAGE THERE IS A SIZE GUIDE BUTTON. IF YOU CLICK ON THIS, IT WILL GIVE YOU ALL THE MEASUREMENTS (IN INCHES) FOR EACH OF OUR SIZES IN THAT PIECE. IF YOU COMPARE YOUR OWN MEASUREMENTS, MOST IMPORTANTLY YOUR CHEST MEASUREMENT, TO OUR GUIDES, THIS SHOULD TELL YOU YOUR PHIX SIZE IN THAT ITEM.

CHEST: USING A TAPE MEASURE, WRAP THIS ALL THE WAY AROUND YOUR CHEST AT THE WIDEST POINT AND NOTE WHAT NUMBER YOUR CHEST MEASURES, IN INCHES. THIS WILL CORRESPOND WITH A SIZE ON OUR SIZE GUIDES.

SHOULDER: USING A TAPE MEASURE, MEASURE THE WIDTH ACROSS YOUR SHOULDERS POINT TO POINT. SINCE SHOULDER MEASUREMENTS ARE TAKEN ALONG THE UPPER PORTION OF THE BACK, ANOTHER PERSON WILL LIKELY NEED TO TAKE THIS MEASUREMENT FOR YOU.

OUR SIZING IS STANDARD FOR THE UK. GARMENT SIZES DO VARY INTERNATIONALLY, SO WE WOULD ADVISE COMPARING YOUR PERSONAL BODY MEASUREMENTS, IN INCHES, TO OUR SIZE GUIDES TO ENSURE THE PERFECT FIT.

YOU SHOULD FIND THE FIT OF EACH ITEM LISTED ON THE PRODUCT PAGE DESCRIPTION. IF YOU NEED ANY ADVICE ABOUT THE FIT OF A PARTICULAR ITEM, PLEASE GET IN TOUCH WITH US.

YOU CAN FIND ALL WASHING, DRYING AND IRONING INSTRUCTIONS FOR YOUR SPECIFIC ITEM ON THE PRODUCT CARE LABEL. WE ADVISE WASHING OUR MACHINE-WASHABLE GARMENTS ONLY WHEN NECESSARY, AND ON THE COOLEST SETTING POSSIBLE, OR SPOT CLEANING AND AIRING INSTEAD OF A MACHINE WASH, TO MAINTAIN THE PIECE.

YES - WE SHIP WORLDWIDE. ALL INTERNATIONAL ORDERS ARE SHIPPED USING DHL EXPRESS DELIVERY. TRACKING DETAILS WILL BE SENT ONCE YOUR ORDER HAS BEEN DISPATCHED.

YOUR SHIPPING FEE WILL VARY BY LOCATION, AND IS CALCULATED AT CHECKOUT. WE ALSO OFFER FREE SHIPPING ON ORDERS OVER £200 TO THE UK, €200 TO EUROPE, AND $250 INTERNATIONALLY. FOR OUR STANDARD AND EXPRESS SHIPPING RATES TO YOUR COUNTRY, PLEASE SEE HERE: HTTPS://WWW.PHIXCLOTHING.COM/PAGES/DELIVERY

AS SOON AS YOUR ITEM HAS BEEN DISPATCHED, YOU WILL RECEIVE AN AUTOMATED CONFIRMATION EMAIL WITH YOUR TRACKING NUMBER.

ORDERS MADE BETWEEN 9AM AND 5PM GMT TIME, MONDAY TO FRIDAY, ARE USUALLY PROCESSED AND DISPATCHED THE SAME DAY, BUT PLEASE ALLOW A LITTLE LONGER DURING BUSY PERIODS. FOR ESTIMATED STANDARD AND EXPRESS DELIVERY TIMES TO YOUR COUNTRY, PLEASE SEE HERE:HTTPS://WWW.PHIXCLOTHING.COM/PAGES/DELIVERY

IF YOU WERE EXPECTING YOUR ORDER AND IT HAS NOT YET ARRIVED, THEN PLEASE CHECK THE FOLLOWING:

• Check that you have received an order dispatch confirmation email from us.
• Check that your delivery address is correct on your order confirmation email.
• Check your package tracking via your dispatch confirmation email.
• Check for text messages, emails and calling cards from your local postal service/dpd/FedEx, as your parcel may be awaiting collection at a local post office, or you may need to arrange re-delivery.
• Check with other members of your household, or close neighbours, for your package.

IF YOU STILL CAN'T LOCATE YOUR ORDER, THEN PLEASE CONTACT OUR CUSTOMER SERVICES TEAM AT INFO@PHIXCLOTHING.COM, LETTING THEM KNOW YOUR FULL NAME AND ORIGINAL ORDER NUMBER.

YES. PLEASE NOTIFY US ATINFO@PHIXCLOTHING.COMWITHIN 14 DAYS OF THE ORDER DELIVERY, TO CONFIRM YOUR WISH TO RETURN. WE ACCEPT ITEMS, IN UNWORN CONDITION WITH ORIGINAL TAGS, DELIVERED BACK TO US FOR EXCHANGE OR REFUND WITHIN 30 DAYS OF THEIR DELIVERY TO YOU. ITEMS RETURNED TO US AFTER THIS TIME WILL NO LONGER BE ELIGIBLE FOR A REFUND, BUT MAY BE ELIGIBLE FOR AN EXCHANGE OR CREDIT VOUCHER AT OUR DISCRETION. YOU CAN FIND OUR FULL RETURNS INSTRUCTIONS AND RETURNS ADDRESS HERE:HTTPS://WWW.PHIXCLOTHING.COM/PAGES/RETURNS

AS A SMALL INDEPENDENT BRAND, WE ARE UNFORTUNATELY UNABLE TO OFFER FREE RETURNS LABELS AT THIS TIME. WE RECOMMEND MAKING A RETURN VIA STANDARD/ECONOMY TRACKED SERVICES AT YOUR LOCAL POST OFFICE, OR YOU MAY FIND A GOOD COURIER QUOTE ONLINE FOR MAKING INTERNATIONAL RETURNS.

ONCE A RETURN HAS BEEN DELIVERED TO US, EXCHANGES ARE USUALLY SHIPPED OUT WITHIN 3 WORKING DAYS, AND REFUNDS ARE PROCESSED WITHIN 7 WORKING DAYS.

PLEASE EMAIL US DIRECTLY ATINFO@PHIXCLOTHING.COM AND WE WILL DO OUR BEST TO RECTIFY ANY ISSUES QUICKLY. IF YOU RECEIVE AN ITEM WITH A DEFECT AT DELIVERY, OR THAT DEVELOPS WITHIN 28 DAYS, PLEASE CONTACT US IMMEDIATELY WITH A PHOTOGRAPH OF THE FAULT.