Welcome to the Phaedra Botanicals Customer Service

Here, you can find answers to questions concerning shopping at Phaedra Botanicals, payment, your orders, and shipping matters.

Covid-19 related questions

We operate according to the World Health Organisation guidelines and the competent authorities and continuously ensure that hygiene and sanitary standards are respected.

Payment methods and orders

At Phaedra Botanicals, every purchase is made with maximum security thanks to secure servers in the Netherlands and the most advanced encryption services (SSL).

As demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar, we only use secure connections. 

To safeguard your credit card purchases, you will always be asked to enter your CVV code (if a credit card is used) for every order. As an additional safety measure, you may be asked by your credit card provider to authorize payment by entering a one-time password, an SMS code, or another authentication method.

Phaedra Botanicals accepts the following payment methods:

Credit Card: Visa, MasterCard, American Express, JCB. 

The total will be charged to your card when the order is placed. Your card will be charged in Euros.

Phaedra Botanicals offers a fast checkout option, allowing you to securely save your credit card details so that you don’t have to re-enter them for future purchases.

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PayPal: As of early August 2022, the team of Phaedra Botanicals discontinued PayPal option on our official site.

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Cash on Delivery is currently not available.

As soon as you complete your order, payment authorization will be requested to verify your credit card’s validity and the availability of funds. The payment occurs once you complete your order.

 

Please, check that you have entered all data correctly for your selected payment method. If you are paying with a credit card and are asked to enter a one-time password, an SMS code, or an alternative authentication method to authorize the payment, please ensure that you have followed all instructions provided by your credit card issuer.

If the problem persists, we suggest contacting your credit card provider.

Please, keep in mind your order location and shipping location must be identical. If they differ, your order will be subject to cancellation.

If you need further assistance, contact us.

If your order has not been delivered within the estimated period, please, check the order status. If you are a registered user, you can check your order status in your account.

Make sure that address indicated for the delivery is correct.

In the case of a missed delivery, please contact your local post or DHL (in case of courier express) and request information using your tracking number.

For further assistance, do not hesitate to contact us.

If you enter an incorrect address during your order, the package will return to our warehouse in Tallinn (Estonia). We encourage you always to double-check the data you enter because no changes can be made once the order was shipped.

Any mistake in address information might be subject to added shipping costs.

When we ship your order, you will receive an email from us with the tracking number and the link to the site where you can track your order according to your shipping preference.

Returns & Refunds

Notice: products prepared after orders specifically for you (FRESH SERIES) belong to the category of goods made to order and, as such, cannot be returned.

You can return any item purchased at Phaedra Botanicals within 15 days of the delivery date.

Here is how:

  1. Fill out the return form.
  2. Ensure that the product you return is in its original condition and sealed; otherwise, we will be unable to accept your return and issue a refund. This also applies when more products are being returned.
  3. Ship to the closest shipping address provided to you within three days of the return form submission. If you have not received a shipping address, contact us.
  4. Phaedra Botanicals does not cover the shipping cost of returns or the shipping costs paid upon order.

Once your package reaches our warehouse or the alternative address we provide to you, please allow approximately four business days for your return to be processed. If your return does not meet the return requirements listed below, it won’t be refunded.

When your return meets the return requirements and is accepted, we will issue your refund, and you will receive a Return Confirmation email.

Returned products must be in their original packaging, sealed, and unspoiled to be accepted for return. Products that do not meet these conditions won’t be refunded.

We usually accept returns within three business days from the arrival at our warehouse or alternative collection address, provided that the products meet the conditions stated in the requirements (see above). Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

The time needed to process your refund may vary based on the payment method you used.

Shipping costs are not being refunded.

Credit card: Our bank will reimburse you within seven business days of the Return Confirmation email. The time it takes to restore the credit to your account depends on your Credit Card Issuer.

PayPal: As of early August 2022, the team of Phaedra Botanicals discontinued PayPal option on our official site.

For security reasons, we are not authorized to refund a different account than the one from which the payment was made.

Refunds are paid to the account from which the payment was made. For security reasons, we are not authorized to refund a different account.

Shopping

To place an order at Phaedra Botanicals, you are not required to create an account. However, we recommend creating an account for your convenience, improved customer service, and access to exclusive offers.

If you require consultation about our products, please contact us, selecting the consultation option in the drop menu in our contact form, and our consultant will get in touch with you within 48 hours.

Each product page includes detailed information about the product, its composition, batch information, best before date (BBD), application instructions, skin types for which its use is intended, sizes available, and more.

From the product’s page, select the desired size and add the product to your shopping bag. Remember that Phaedra Botanicals offers better deals when more products are purchased, including free shipping and discounts at the checkout. For more information, explore our bundles. Once you have finished shopping, click the “Proceed to checkout” button in your Shopping Bag.

Please enter your email and shipping address, select shipping and payment method, check that the information is correct, and read carefully our Privacy Policy and Terms and Conditions to which you need to agree to place an order. You can also add optional order notes and decide whether you want to be subscribed to our Newsletter.

If you pay with a credit card: enter the requested information, including the CVC code at the back of your credit card. You may be asked for secondary authentication for your payment to be authorized, which might differ accordingly with your credit card provider. You can select to save the payment information for your future purchases.

If you pay with PayPal or PayPal Express: you will be asked to proceed to PayPal.

To confirm the order, click “Place order.”

Our promotional codes give you access to exclusive offers. They are occasionally circulated via our Newsletter, for which you can subscribe in the footer menu.

To take advantage of the promotion, enter the code in the appropriate field at the checkout (marked as “Promo code”), and click “Apply promo code.” You can use only one promotional code for each order.

We do not offer any promo codes on specific series, such as ON-DEMAND FRESH SERIES, with their own particular offers.

Preorder is a reservation of an item that is not yet available for sale but will be soon. The estimated dispatch date can be found on the product page of the item available for preorder.

Phaedra Botanicals offers small fresh batches for preorders, first to our existing clients and subscribers, before making them public. Those interested in preorders can receive our products within a short period after being cold-pressed, thus in their freshest state.

You can place mixed orders in which you order currently available items in our store together with preordered items, and they will be reserved for you and shipped when available.

If you want to alter your order, please, contact us immediately ([email protected]). We cannot guarantee that any alternation will be possible, but if your products were not shipped yet, we might be able to make changes to your order.

Typically and because our orders are processed immediately after being placed, it is not possible. However, if your order has not been processed and shipped yet, we might be able to cancel it. Please, contact us ([email protected]) if you wish to cancel your order.

We cannot cancel orders of products that were created specifically for you, such as those from our ON-DEMAND FRESH SERIES.

Shipping

Welcome to Phaedra Botanicals shipping information. We ship all our products from temperature-controlled rooms in Tallinn, Estonia.

Phaedra Botanicals ships worldwide; if you do not find your area below, please get in touch with us via our Contact form, selecting the topic ‘Shipping’ or directly by sending an email to [email protected]

Our shipping options are regularly updated and subject to change, and we encourage you to revisit this section frequently to know about the most recent offers.

The delivery times provided below might not always be accurate. Phaedra Botanicals cannot influence and is not liable for disruptions to shipping caused by industrial disputes or actions outside our direct control.

FREE SHIPPING

Domestic shipping in Estonia is free.

Free shipping in selected EU countries starts at €100 (chiefly in northern and central Europe).

Free shipping to southern European countries starts at €160.

Free shipping to Switzerland, UK, Australia, NZ, Canada and USA, starts at 200.

Any orders over the value of €400 are shipped for free worldwide.

Our shipping rates are subject to change; please, check our updated rates at the checkout.

Delivery costs and approximate times

We ship most of our orders from a temperature-controlled repository room in Tallinn (Estonia). This temperature-controlled room helps keep our products at an optimal temperature to preserve their freshness.

Please, check our shipping rates at the checkout page for exact costs.
Domestic shipping (Estonia) is free of charge.
Courier Standard shipping to northern and central EU is below €20.
Courier Standard shipping to southern Europe might take longer; please select DHL Express Delivery at the checkout if you want to receive your parcel fast.

Please, check our shipping rates at the checkout page.
DHL Express Delivery option delivers within 2-4 working days.

Please, check our shipping rates at the checkout page.

Note: Outside the EU, the delivery times depend on destination and cannot be influenced by Phaedra Botanicals as the package might be subject to customs duties.

Please, check our shipping rates at the checkout page.

Note: Although deliveries should not take more than a couple of days, outside the EU, the delivery times depend on destination and cannot be influenced by Phaedra Botanicals. The package might be subject to customs duties.

Important notices

Customer who orders from outside the EU is responsible for all customs duties or tariffs incurred in the country where the products are shipped.

Keep in mind that your order may be opened and searched by local customs authorities when entering the country of destination; this may subsequently cause a delay in delivery that we cannot influence. Note that we are unable to provide specific advice on customs duties or tariffs.

Last amended August 8, 2022