FAQs

01 Orders

What payment methods do you accept?

We currently accept all major credit cards and MBWay.

Can I amend my order after checkout?

After the purchase you will not be able to amend the order.

I received a faulty item, what should I do?

We are sorry if there is an issue with the quality of your order. Please send an e-mail to hello@phact-cosmetics.com and provide the following information:

  • Order number
  • A description of the fault
  • Pictures of the fault

We can then look into this further for you.

An item is missing from my order, what should I do?

We are sorry if there is an issue with your order. Please send an e-mail to hello@phact-cosmetics.com and provide the following information:

  • Order number
  • Details of the missing item

We can then look into this further for you.

I received the wrong item, what should I do?

We are sorry if there is an issue with your order. Please send an e-mail to hello@phact-cosmetics.com and provide the following information:

  • Order number
  • Pictures of the incorrect item(s)

We can then look into this further for you.

02 Shipping & Returns

Where do you ship?

We ship from Portugal to all countries worldwide.

How much is shipping?

Shipping rates are calculated by country and weight on checkout.

How long will shipping take?

The delivery time for orders varies according to region and country. However, here you can find the delivery time estimates:

  • Portugal: 3-5 working days
  • Spain: 5 working days
  • Other countries in Europe: 10 working days
  • Rest of the world: 10 working days

Import Tax & Customs

Import duties, taxes and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility.

Can I return an order?

It is possible to return an order as long as it is made within 14 days of receiving it, provided that:

  • The products still have all original packaging and other accessories shipped with the order.
  • The product maintains its original characteristics and the packaging is not damaged;
  • The product is complete;
  • Orders placed separately cannot be returned as one.

How to return an order?

To make a return, it is necessary to send the product back to [PH]ACT with the reason for the return. For that, it will be necessary to contact hello@phact-cosmetics.com so that we can send the steps to be taken for the return.

Do I have to pay the return of an order?

If we find that the return is being made for defective product reasons, [PH]ACT will cover the shipping costs. In the case of a refund due to withdrawal, shipping costs will not be refunded.

03 Contact Us

Can I ask you a question?

Have a question or just want to share an idea or recommendation? We would love to hear from you! E-mail us hello@phact-cosmetics.com

Wholesale inquiries?

E-mail us hello@phact-cosmetics.com

Press inquiries?

E-mail us hello@phact-cosmetics.com