Welcome to the Phaedra Botanicals Customer Service

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


At Phaedra Botanicals, we take every measure to ensure maximum security for your payment information. Our secure servers in the Netherlands use the most advanced encryption services (SSL) to protect your data. We use industry-standard encryption protocols and algorithms, such as AES and RSA, to protect your information from unauthorized access.

We require a CVV code (if a credit card is used) for every order to safeguard your credit card purchases. Multi-factor authentication methods, such as one-time passwords or SMS codes, might be required by your bank for additional security. These measures ensure that only authorized users can access and use your payment information.

Phaedra Botanicals accepts the following payment methods: Credit Card (Visa, MasterCard, American Express, JCB) and PayPal. The total amount will be charged to your card or PayPal account when the order is placed. We offer fast checkout options that allow you to securely save your credit card details so you don’t have to re-enter them for future purchases.

Please ensure you have entered all data correctly for your selected payment method. If you experience any issues, follow the instructions provided by your credit card issuer or contact us for assistance. Note that we charge in Euros.

When you complete your order, we request payment authorization to verify your credit card’s validity and the availability of funds. The payment occurs once you complete your order. We take extra precautions to protect any stored payment information and regularly monitor our systems for any security breaches.

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 your credit card issuer provided.

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

If your order has not been delivered within a month, please check the order status or contact us for assistance. Please ensure the delivery address is correct to avoid delays, additional payments, or missed deliveries. In the case of a missed delivery, please get in touch with your local post or DHL (in case of courier express) and request information using your tracking number.

If you enter an incorrect address during your order, the package will return to our warehouse in Tallinn (Estonia), and its delivery will be subject to added shipping costs! Please always double-check the data you enter to avoid any errors!

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


Products made to order, namely those from the Fresh Series, represent an exception to our return and refund policy. These products cannot be returned or refunded, and we cannot cancel any Fresh Series product orders.

All Fresh Series products are made from fresh ingredients booked based on the order volume.


You can return any item purchased at Phaedra Botanicals within 15 days of the delivery date except for Fresh Series products made to order.

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 cannot 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 return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or the original payment method.

If you have any further questions or concerns about our returns and refunds policy, please do not hesitate to contact us.

We accept returns within three business days from the arrival of the products at our warehouse or alternative collection address, provided that the products meet the conditions stated in the “Instructions for returns” (see above).

Once we have accepted your return, we will issue reimbursement immediately and send you a confirmation email. Please note that the time needed to process your refund may vary based on your payment method. Shipping costs and transaction fees are not refundable.

If you paid by credit card, our bank will reimburse you within seven business days of receiving the Return Confirmation email. The time it takes to restore the credit to your account depends on your Credit Card Issuer.

If you paid with PayPal, we will send the amount paid (excluding any shipping cost and fees) to the PayPal account used during your purchase.

We apologize but we cannot issue refunds to a different account than the one used for the initial purchase due to security reasons. We ensure the utmost security and protection of our customer’s personal and financial information. Therefore, we are only authorized to issue refunds to the original account used for the purchase.

If you want to return a gift, you will need to provide us with the order number and the name and email address of the person who placed the order. We will then process the return and issue a refund to the original payment account. Unfortunately, we cannot refund a different account than the one used for the original purchase due to security reasons.


Creating an account at Phaedra Botanicals is not required to place an order but is recommended for your convenience. You can enjoy improved customer service and exclusive offers.

Each product page includes detailed information about the product, including its composition, batch information, best-before date (BBD), application instructions, recommended skin types it was created for, available sizes, and more.

If you need a consultation about our products, please select the consultation option in the dropdown menu in our contact form. Our consultant will contact you within 48 hours.

To place an order, simply visit the product page of the desired item and select the appropriate size before adding it to your shopping bag. Occasionally, when we receive a fresh batch and have a few items left in the previous one, you may be given the option to select from different batches, either new at full price or the previous batch on sale.

Remember that Phaedra Botanicals offers better deals when purchasing more products in bundles (collections and duos), including free shipping and discounts at checkout. For more information, explore our Collections and individual makeup products.

Once you have finished shopping, click the “Proceed to checkout” button in your Shopping Bag.

Enter your email and shipping address, select a shipping and payment method, check that the information is correct, and carefully read our Privacy Policy and Terms and Conditions. You must agree to these policies to place an order.

You can also add optional order notes and decide whether to subscribe 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 according to your credit card provider.

You can select to save the payment information for future purchases. If you pay with PayPal or PayPal Express, proceed to PayPal. To confirm the order, click “Place an order.”

Our promotional codes give you access to exclusive offers. We occasionally offer them via our Newsletter, which you can subscribe to in the footer menu (the bottom menu of the website). To take advantage of the promotion, enter the code in the appropriate field at checkout (marked as “Promo code”), and click “Apply promo code.” You can use only one promotional code per order.

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 quickly after their creation, 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 together.

If you want to alter your order, please, contact us immediately at [email protected]. We cannot guarantee that any changes will be possible, but we will try to assist you.

Please note that products from our FRESH SERIES cannot be changed once ordered because raw materials for production are automatically booked with our suppliers and our raw materials producers. Therefore, it is essential to review your order carefully before placing it to ensure you have selected the correct items.

Our warehouse processes orders immediately after they are placed, so once an order is processed, it cannot be canceled. If you wish to try to cancel your order, please, contact Phaedra Botanicals at [email protected] as soon as possible after placing your order.

Please note that products from our FRESH SERIES cannot be cancelled because they are made to order.

If you receive a damaged product, we may issue a refund in store credit, but this is only possible if the damage is reported to the courier upon delivery and we are contacted immediately afterward at [email protected]


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

If you don’t find your area listed at the checkout, please, contact us via our Contact form, selecting the topic ‘Shipping,’ or directly by emailing [email protected].

Please note that our shipping options are subject to change, and we encourage you to revisit this section frequently to stay informed about the latest offers. To explore our free shipping options, visit our Shipping Rates page.

While we strive to provide accurate delivery times, please note that unexpected disruptions in shipping, such as industrial disputes or actions beyond our control, can occur, and we cannot be held liable for them.

Domestic shipping within Estonia is free of charge.

For international orders, shipping costs are calculated at checkout and vary by destination and shipping option selected. You can preview the shipping cost in the “View shopping bag” section of the checkout by selecting your country from the dropdown menu.

Delivery times also vary by location and shipping option.

We recommend selecting the DHL Courier Express if you require fast delivery. Please note that delivery times may be subject to customs clearance and duties for orders shipped outside the EU, which are beyond our control.

Customers who order from outside the EU are responsible for customs duties or tariffs that may be incurred in the country where the products are shipped. It’s essential to note that your order may be opened and searched by local customs authorities when entering the destination country, which may cause a delay in delivery that we cannot control. Please remember that we cannot offer specific advice on customs duties or tariffs, as they vary by country and are subject to change at any time.

Last amended April 4, 2023