INFORMATION

SHIPPING


HOW LONG UNTIL MY ORDER IS DISPATCHED?


We aim to process and ship all orders within 1-3 business days of purchase. In special circumstances, customers will be notified by email if this is due to change.


CAN I AMEND SHIPPING INFORMATION ONCE THE ORDER IS SUBMITTED?


Once an order has been completed, we cannot change the shipping address - unless it is a simple adjustment to a spelling mistake. In this scenario, we would suggest to purchase a new order with
the correct shipping address whilst we would cancel the initial order and allow you to purchase the item again. The refund is instant if purchased with PayPal or Apple Pay and takes up to 10 days if bought on a credit/debit card.


HOW CAN I TRACK MY ORDER?


As soon as your order is dispatched you will receive the relevant information including order updates, tracking numbers and references via email notification.

Order Status Examples

  • Processing – Your payment has been received and stock has been reduced - the order is awaiting fulfillment.
  • Completed – Your order has been fulfilled and completed – requires no further action on your part.
  • On-Hold – We are awaiting payment – stock is reduced, but you need to confirm payment.
  • Cancelled – The order has been cancelled by an admin or the customer; no further action required.
  • Refunded – The order has been refunded by an admin; no further action required.
  • Partially refunded – Certain items within your order have been refunded. This occurs when products are cancelled and there are still remaining items in the order to be fulfilled.

 

INTERNATIONAL CUSTOMER SHIPPING INFORMATION


Our shipments are DAP (delivery at place). Responsibility to pay any import duties, applicable fees and charges on delivery are to be paid for by the customer/buyer. Import duties are charged once
the delivery reaches its destination country. PHUG do not determine these charges and cannot tell you what the charge would be, as customs policies are different for each country. It should be
noted that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes. If there are any questions
or queries regarding this, this is to be raised by email to info@phug.co.uk

RETURNS


RETURNS PROCEDURE


To return a purchase from our online store, your item(s) must meet the following criteria:

  • Be returned within 28 days of your delivery date
  • Be in its original, unused, unaltered and unwashed condition
  • Be returned with original tags and packaging

PHUG reserves the right to reject returns which do not comply with our return policy. Returns that fail to comply with our policy may be sent back to the original shipping address at our discretion.
For all domestic & international returns, please send back the parcel to the following address:


Lacuna Collection - PHUG RETURNS
Unit 15 Camberley Business Centre
Stanhope Road
GU15 3DP


PHUG does not bear any responsibility for international returns, so for added safety, please use a
well-established courier and insure all packages with a tracking number. It should be noted that the return shipping fee is to be paid for by the customer unless there is a product fault or an issue with the order that PHUG is responsible for

EXCHANGES


We do not process exchanges therefore we would suggest that you return the original item(s) for a
refund and proceed to place a new order for the correct desired item.


REFUNDS


Once your item(s) have been returned you must allow 5-7 working days for your original payment
method to be reimbursed. Once your refund has been processed, you will receive confirmation to
the email address provided when checking out. Your bank may require extra time to process the
refund onto your account.

CONTACT


For any inquiries related to PHUG, please email info@phug.co.uk and your inquiry allow 24 - 48 hours for a response. It should be noted that our customer service hours are Monday to Friday 10:00 - 18:00 (GMT)

Please contact us via the form below.