PHĒNO — FREQUENTLY ASKED QUESTIONS
ORDERS & PRODUCTS
Are phēno products made to order?
Yes. ALL phēno products are made to order specifically for you. Because of this, we encourage you to carefully review product details, measurements, and size guides before placing your order.
How do I choose the right size?
Every product may have its own fit and sizing specifications. Please review the size guide provided on the individual product page before placing your order.
Because our products are made to order, we do not accept returns or exchanges due to incorrect size selection.
If you are between sizes, we recommend reviewing the measurements carefully and choosing the size that best matches your preferred fit.
Can I change or cancel my order?
Because products are made to order, orders may begin processing shortly after they are placed. If you need to make a change or cancel an order, please contact us as soon as possible. We cannot guarantee that changes or cancellations can be made once production has begun.
RETURNS & DAMAGED ITEMS
What is phēno's return policy?
All phēno products are made to order, so all sales are considered final.
We do not accept returns or exchanges for incorrect size selection, change of mind, or ordering the wrong product.
Please carefully review the product description, measurements, sizing information, and size guide before completing your purchase.
What if my item arrives damaged?
If your order arrives damaged or an item is damaged when you receive it, please contact us within 30 days of receiving your order.
To request a replacement, please provide:
- Your order number
- A description of the damage
- Clear photographs showing the damaged item and the issue
Once we review the request and confirm that the item was damaged, phēno will replace the damaged item at no additional cost to you.
What if I receive the wrong item?
If you receive an item that is different from what you ordered, please contact us as soon as possible with your order number and photographs of the item you received. We’ll review the issue and work with you to resolve it.
Can I return an item because I ordered the wrong size?
No.
Because phēno products are made to order, we do not accept returns or exchanges due to incorrect size selection.
Please take a moment to review the size guide before ordering. We want you to get the right fit the first time.
SHIPPING
How long does my order take to ship?
Because our products are made to order, please allow additional time for production before your order ships. Production and shipping times may vary depending on the product and destination.
Estimated production and shipping information will be provided during the ordering process whenever available.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing tracking information.
Do you ship internationally?
International shipping availability varies by product and destination. Available shipping options will be displayed at checkout.
Please note that international customers may be responsible for applicable customs duties, taxes, or other import fees.
PRODUCT CARE
How should I care for my phēno products?
Care instructions vary by product. Please follow the care instructions provided on the individual product page or included with your order.
Proper care will help preserve the fit, fabric, graphics, and overall quality of your piece.
CONTACT
I have another question. How can I contact phēno?
We're here to help.
For questions about an order, product, sizing, shipping, or anything else, please contact us through the Contact Us page and include your order number when applicable.
We'll get back to you as soon as possible.
BEFORE YOU ORDER
Please remember:
✓ Products are made to order
✓ Review the size guide before purchasing
✓ Wrong-size returns and exchanges are not accepted
✓ Damaged items must be reported within 30 days of receipt
✓ Photos may be required to verify damage
✓ Approved damaged items will be replaced at no additional cost
Thank you for supporting independent design and a brand Made by Humans on Earth.