Shipping and Returns

SHIPPING

TO WHICH COUNTRIES DO YOU SHIP?

We ship worldwide, however, we are unable to deliver to Post Office boxes or forwarding addresses.

CAN YOU SHIP TO MULTIPLE ADDRESSES?

We can only ship to one address per order.  If the order contains gifts or items that require shipping to multiple locations, these items need to be under separate orders for each address.

HOW MUCH IS SHIPPING AND WHEN WILL I RECEIVE MY ORDER?

For all orders, the items will be delivered either by the local postal service or DHL so long as the destination is within their delivery network.  Shipping fee is at a flat rate of £5 for global shipping or HK$50 for local Hong Kong courier.  Orders should in general arrive in 10 business days depending on custom clearance.

 

After placing your order we will take approximately 2 days to process and pack your items. You will receive an email containing your tracking number (if any) once your package has been shipped from our warehouse and usually you can start tracking your items, with the related courier service, approximately 24 hours after they are first sent.

We ship our merchandise in DDU (Delivery Duty Unpaid), i.e., product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

 

We are unable to redirect orders once the items are dispatched, please ensure that you provide a suitable shipping address.

RETURNS

Are all items eligible for returns or refund?

For regular priced items, returns or refund are accepted within 7 days of receiving the items. Each item is allowed to be exchanged once. If an item is out of stock, you may exchange for an item at the equivalent price or lower only. If the item to be exchanged exceeds the value of the return product, the customer can pay the difference to complete the exchange. We will not refund the difference if a customer chose to exchange for an item at a lower price.

We do not accept refunds on merchandise that are on sale. All on sale merchandise can be exchanged for other merchandise of equivalent price or lower only. If the item to be exchanged exceeds the value of the return product, the customer can pay the difference to complete the exchange.

All returns and refund related shipping charges are at the expense of the customer. Once received, we will examine the merchandise for any damages before exchanging a new product.

Our company reserves the right to decide if the merchandise is in eligible condition for exchange or refund.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Please email us (hello@phvlo.com) on any return or exchange. We regret that all discounted items cannot be refunded.

Items should be returned new, unused, unaltered and with all garment bags and tags still attached. Shoes should be returned in their original, undamaged shoe box with the shoe bag as these are part of the product. Items which are not received in the above conditions will not be exchanged or returned.

Shipping charge for returns or refund is at the expense of the customer. Once received, we will examine the merchandise for any damages (including signs of worn, alteration, packaging, hangtag, etc) before proceeding with the relevant procedure. Our company reserves the right to decide if the merchandise is in condition for exchange or refund.

We do not accept unnotified returns delivered to our address.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

All correctly returned products will either be refunded to the purchaser’s credit card or via Paypal but shipping costs will not be refunded.

Refunds will usually be credited to the original payment method within 14 days after we receive back the returned item and confirm that they are eligible for refund. Please note that processing time for refunds is subject to the respective bank, individual card issuer or online payment platform’s internal procedure, which is beyond our control.