Customer Care

Monday-Friday: 8 am – 6 pm CET

Customer Care

Questions, support, feedback — we’re here for it all.

Reach our customer care team

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!

Monday-Friday: 8 am – 6 pm CET

Toll-free number

Now ready for you – our toll free phone number for the following countries:

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

00 800 1618 0000

International number

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

+43 1 375 1618 1618

E-Mail

If you prefer writing, need to send any documents or live in a different time zone, you can also reach us via email:

info@phishop.com

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

Payment

Shipping

Claims

Others

Order Process

We are very happy that you are interested in Phishop products. It’s easy! Our shopping experience is designed to be user-friendly. All you have to do is order our products through our online shop (www.phishop.com) or through our PhiShop App.

We offer credit card, Paypal, Klarna, Google Pay, Apple Pay or bank transfer as payment methods. We ship worldwide exclusively to professionals, i.e., business customers. Please contact customs in your country to find out if you can import your chosen products if you are outside of the EU. Custom charges as well as additional fees are not included in the shipping costs. Your trust in our products is our priority so we thank you for choosing PhiShop.

Our aim is providing you with the most pleasant shopping experience. Do you need assistance while shopping? Let us know via email info@phishop.com or phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618)

Not necessarily, but creating an account offers several benefits, such as a view of your order history / status. You can also save your shipping and billing information for a quicker checkout experience.

Furthermore, you can reorder previous purchases, save and change the payment method for unpaid orders or create your wishlists. You can also purchase any special category products (e.g. PhiRemoval) or our SUPER pigments for an Artist price.

Open an account with us today and enjoy all these benefits and more: Official PhiShop Nevertheless, you can also checkout as a guest, but will not be able to take advantage of the above mentioned benefits.

No, you do not need to be an PhiArtist to place an order on our online shop.

We welcome all business customers with a valid business license. To buy products from the PhiRemoval range or qualify for the PhiArtist price for SUPER pigments, you need special education from PhiAcademy. You must take the relevant course and upload your certificate or logo to your PhiShop profile to purchase a special category product: Certificate Upload

You can find PhiRemoval and PhiBrows courses on the official PhiAcademy website: https://phi-academy.com/en-us/community-workshops

We are sorry you are having issues with your PhiShop profile. If you received a message that says, “Could not find an account that matches the given credentials.”, this means your email address/password was not recognized by our system or you did not create a profile yet. No worries, this can quickly be fixed.

Please make sure that you are registered with us. You can create an account directly on PhiShop (Official PhiShop).
Please double-check to see if you are using the same email address and password you registered with.
If you cannot remember your password, you can request a password reset, click on the “I have forgotten my password” button. An email containing a link to set a new password will be sent to your email address. Make sure to check your junk / spam folder as well.
Sometimes, browser caches can cause login issues. Try clearing your browser cache and cookies, and then attempt to log in again.
If none of these steps resolve your issue, please contact our customer support team (info@phishop.com) for further assistance. We will be happy to help you.

Yes, if your order has not been processed or shipped, we can make changes for you. However, if your order has already been processed and shipped, it is beyond our control to make any modifications. If you have any requests regarding your order, kindly reach out to our PhiShop customer care team at the earliest. We will help to find a solution.

We also recommend contacting our customer care team before placing an order to answer any questions you may have about our products, shipping policies, payment options, or any other concerns.

We are available by phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618), email (info@phishop.com), or live chat, which you will find directly on our website. We strive to provide fast and friendly service to assist you in any way we can.

Yes, you may be able to change the billing or shipping address of your order depending on the stage of the order processing. In this case, please contact us and we can change the address of your order, if the order has not been processed or shipped yet.

However, once your order has been shipped, we are unable to amend the shipping address. You can request a redirection by contacting DHL Express directly. Please note that any changes to the shipping address may delay the delivery of your order.

Nevertheless, should you need your billing address to be corrected, please send the full details to info@phishop.com directly. Please note that once an order has been processed through customs an amendment is no longer possible.

Payment

We accept credit card (VISA, Mastercard, AMEX, Cartes Bancaires/Cartes-Bleue, Discover & Diners Club International), Paypal, bank transfer, Apple Pay, Google Pay and Klarna.

In addition, we also offer installment payment in certain countries through Klarna or Paypal. Klarna currently supports installment payments for customers in countries that use Euro as their currency. These countries include Austria, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, and Spain.

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.

To process your order as quickly as possible, please make sure to include your order number as the payment reference when making the transfer. Once we receive your payment, we'll send out your parcel right away.

Yes, you can shop tax-free.

Customers within the EU
We recommend registering on PhiShop and entering your VAT ID number in your profile before placing an order so all of your future orders are VAT-free. However, you can also place a VAT-free order as a guest. 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. This amount will appear at check out. You can also send your business license and VAT ID number to vat@phiacademy.at and it will be saved in your profile.

Customers outside of the EU
Taxes will not be added at checkout. All prices on our website are net. Nevertheless, custom fees may occur in your destination country. Please feel free to add your tax identification number in your profile if you wish to find it on your invoice.

Exception: All our Austrian customers must pay 20% VAT. The Austrian tax authority can be contacted to recover this amount.

Please make sure your VAT number is valid within the EU. You can check the validity via the following link: Vies on-the-Web - European Commission. If it is not valid, it cannot be applied.

Please enter your VAT number with the abbreviation of your country (for example: DE for Germany, ES for Spain, FR for France, IT for Italy etc.) followed by the number. Make sure you have removed all spaces as well as special characters.

In case your VAT number is invalid, you may get in touch with your tax consultant for assistance. Should you still need further assistance our team is happy to help you. Please contact us via email: info@phishop.com, chat or phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618).

Do not worry 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. If you are unsure and prefer to doublecheck, you can also contact our team and we will find out if we received more than one payment.

Shipping

We ship worldwide. However, there are sadly some exceptions: Armenia, Iran, Russia and Ukraine.

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.

Unfortunately, there are exceptions and some products cannot be shipped worldwide:
Australia: Microneedling products, Phi-Ion Pro
Austria: PhiRemoval products, Phi-Ion Pro, PhiHenna (black, medium brown), PhiLaser Type 2.0, Dr. Phi Ampoule
Canada: PhiRemoval products, Phi-Ion Pro, PhiLaser Type 2.0
Spain: all pigments
United Kingdom: PhiLaser Type-HC
USA: Phi-Ion Pro, PhiLaser Type 2.0, Cartridges for Zen Machine

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.

In addition, there are different shipping options available which will determine shipping costs.
DHL Express is the standard shipping service.

DHL Economy is a service available in select countries in Europe: BE, BG, CH, DE, DK, EE, FI, FR, GB, GR, IE, IT, HR, LV, LI, LT, LU, MC, NL, NO, PL, PT, RO, SM, SE, SK, SI, ES, CZ, HU, VA.

Unfortunately, this can happen. 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.

Thank you for choosing the official Phishop. Usually, we ship our products within 1 or 2 business days after receiving the payment. Business days do not include weekends or holidays.

Please keep in mind that if you choose prepayment (bank transfer) as the payment method, it might take a few business days until we receive the payment therefore your order might be delayed.

We appreciate your understanding if there is a delay in processing orders during our new product launches. Our PhiShop team is doing our best to complete your order as quickly as possible. Once your PhiShop order has been shipped, your shipping confirmation including your tracking number will be sent to your email address.

Additionally, we would like to inform you that we may make partial deliveries once a product is out of stock. Do not worry, the product will be shipped automatically as soon as it is back in stock. This is a measure we take to ensure that you receive your products as soon as possible.

You will receive it quickly as we ship with DHL Express. Once your PhiShop order is shipped, you can expect it within 1-2 business days within the EU and 2-3 business days outside of the EU.

If DHL Economy is selected as the shipping method for select countries in the EU, you can expect your order to arrive 3-5 business days after being shipped.

Please be advised that a shipping delay may occur due to customs processing. Unfortunately, this is out of our control, but our PhiShop team will do our best to help you if you face any issues.

Nevertheless, please note that DHL Express does not offer shipping to a variety of countries. 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: https://www.dhl.at/en/express/tracking
Various carriers: www.17track.net

We sincerely apologize for this inconvenience. First, we recommend contacting the carrier (DHL Express) in order to receive detailed information about the delivery. Please also ask your neighbours if they accepted the package for you.

Our team can take further steps to help you if you need assistance (email info@phishop.com, toll-free phone number 00 800 1618 0000 / international phone number +43 1 375 1618 1618). As we take such matters seriously, our PhiShop team will do our best to resolve this issue for you as soon as possible.

We're sorry to hear that you haven't received your parcel yet. 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 8 days from receipt of notification regarding the accidental loss, so we can immediately contact the carrier as well.

Claims

Certainly! If you would like to cancel your order, we can accommodate your request as long as the order has not been processed. However, once an order has been processed, it cannot be canceled or modified.

We strive to process and ship our PhiShop orders as quickly as possible to ensure timely delivery to you, this is why we need to limit cancellations. We understand that not offering a cancellation policy may be an inconvenience, but we hope that our business customers understand our commitment to providing fast and efficient service.

Please don't hesitate to contact our PhiShop team if you have any inquiries about your order. Our PhiShop customer care team will do our best to address any issues you may have.

Yes, you can return or exchange your order, provided that the products are unopened and undamaged. Please note that we can only accept returns and exchanges within 14 days from the day of delivery.

We recommend that you contact our PhiShop customer care team as soon as possible to initiate the process. In this case all expenses need to be borne by the customer.

You can also contact our PhiShop customer service team (info@phishop.com) if you need assistance during the order process or if you have any questions in order to purchase the correct product for your salon.

We are very sorry to hear that your recent order was missing an item and we understand how frustrating this can be. We take pride in our attention to detail, and we are disappointed that we fell short in this instance.

If we made a mistake, we will send out the missing product right away. If your package was damaged or open, please contact us (info@phishop.com) within 8 days of delivery with the invoice/order number and a picture of the outer box so we can make further investigations.

We are extremely sorry to hear that your recent order arrived defective. We understand how inconvenient this can be and we want to assure you that this is not the kind of experience we want any of our PhiShop customers to have.

We want to assure you that we prioritize the quality of our PhiShop packaging process. We take great care and attention to detail when packing all orders. We always investigate how this can happen and are taking the necessary steps to resolve any issues.

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.

Please contact our PhiShop Customer Care team within 8 days from the date of receipt of the damaged product(s) or from receipt of notification regarding the accidental loss in order to process your request.

We are very sorry to hear that you are not satisfied with your purchase. If you have received a product from PhiAcademy that doesn't meet our high-quality standards, please contact us and provide us with a reason for your dissatisfaction so we can find the best solution for you (removal of defect, exchange, price reduction or refund).

Please contact us via info@phishop.com, toll-free 00 800 1618 0000 / international +43 1 375 1618 1618.

PhiAcademy always strives to offer the highest quality products, so we are sorry to learn that you have received a product that does not meet our quality standard. To help resolve the issue, please send an email including the order number, description of the issue as well as a video or picture displaying the error. PhiShop's top priority is to ensure your satisfaction, and we're committed to finding a solution for you.

We are very sorry for the mix-up!

Our PhiShop customer care team will do our best to solve the issue as soon as possible for you. Please send an email to info@phishop.com with a picture of what you have received and the invoice/order number. You can also reach us by phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618).

We value your trust in PhiAcademy and will do our best to ensure that you are completely satisfied with your PhiShop purchase.

Please stop using your machine immediately and rest assured that we will do everything in power to resolve any issue for you. We understand the importance of having a reliable machine and therefore strive to provide you with the quickest service possible.

As a first step, our team offers a remote diagnosis service. If the issue cannot be resolved remotely, we also offer repair services. Our team of experienced technicians will diagnose the issue with your machine and repair it on site.

To initiate our remote diagnosis service, please write an email with your order number to info@phishop.com and explain the problem you are experiencing with the machine. You can also call us (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618). We kindly ask you to attach a video or pictures showing the problem, so that we can identify and solve it as efficiently as possible.

Once we receive the detailed information, we will be able to provide you with further instructions regarding your machine. We aim to resolve all machine issues as quickly as possible, but the resolution time may vary depending on the specific situation. We will update you on the status of the repair process regularly.

Warranties:
Simplicity, PhiIon Pro: 1 year
Zen machine, PhiLaser Type R 2.0: 2 years

You can find further information regarding the warranty in our GTC’s under point 11: Terms & Conditions

Diverse

We understand your concern and take allergies very seriously. Our products have full ingredient listings available so that you can review them together with your client before using. If you have any questions about PhiShop product ingredients, feel free to send an email to info@phishop.com and we will provide you with all necessary documents and information.

To minimize the risk of an allergic reaction, we suggest performing a patch test (Phi Patch Test 10/1) before every treatment. We advise reading and following the instructions on our product labels carefully to ensure the product is being used appropriately.

Our service center located in Austria will help with any inquiry.

You can reach our PhiShop customer care team between Monday and Saturday from 8:00 am to 6:00 pm (CET).

If you are calling from one of the following countries: CH, FR, IT, DE, ES, AT, NL, USA, AU, CA, or UK, please dial our toll-free number 00 800 1618 000.

All other international callers can reach us under +43 1 375 1618 1618.

If you prefer writing an email please send it to info@phishop.com or chat with us on our website. Our PhiShop customer service team is dedicated to providing a positive experience with our products and services

Reach our customer care team

Toll-free number

International number

E-Mail

FAQ

Order Process

Payment

Shipping

Claims

Others

Order Process

How can I purchase PhiProducts?

Do I have to create an account to shop?

Do I need to be a PhiArtist to purchase products?

I am having trouble signing into my account.

How can I check the order status without an account?

Can I change my order after I have placed it?

Can I change the billing or shipping address of my order?

Payment

Which payment methods can I choose from?

Can I shop tax-free?

My VAT number is not valid. What can I do?

I have a voucher. How can I use it?

Will I be charged international bank fees?

It looks like you charged me twice for my order, what should I do?

Shipping

Do you ship to my country?

How are shipping rates calculated?

Will there be custom fees applied?

When will my order be shipped?

When can I expect my order to arrive?

My package says delivered, but I did not receive it.

I did not receive my parcel, what should I do?

Claims

Can I cancel my order?

Can I return or exchange my order?

Something is missing from my order, what should I do?

My product arrived broken, what should I do?

I received a product that does not meet PhiAcademy’s high quality standards. What should I do?

I am not satisfied with my purchase and do not want to give a reason.

I received the wrong item, what should I do?

I have a problem with my machine. What should I do?

My machine's warranty has expired, and my machine is defective. What should I do?

I am not satisfied with a delivery from an official reseller or a product in a kit from a PhiAcademy course. What should I do?

Diverse

I have a question regarding the use of a specific product. Who can assist me?

My client might be allergic to your products. What can I do?

Do you offer a rewards/loyalty program?

How can I reach the service center?