DO YOU HAVE A STORE WHERE I CAN PURCHASE YOUR ITEMS?
We do! We are based in Durban, South Africa on the 2nd floor, 86 Blake Rd, (Cabriclo building). Here we have a showroom where you can shop and have a sneaky peak into our factory and see where every PHOEBE & KNOX garment is made. We are open from 8am – 4pm Monday –Thursday, 8am – 1pm on Fridays and Saturdays by appointment. We would love to see you!
DO I HAVE TO CREATE AN ACCOUNT?
Creating an account with PHOEBE & KNOX allows you to purchase items, manage your shopping cart, create your wishlist and receive our newsletter. Our PHEOBE & KNOX newsletter lets you know about all our new arrivals and ensures you don’t miss out on our upcoming promotions or special offers.
HOW DO I PAY?
Our preferred method is via your credit or debit card. You can also do an EFT payment straight in to our bank account, however, we will only process the order once your payment is reflected in our account which may sometimes take up to 3 business days, depending on your bank. You will receive our banking information when you choose the Internet Payment Options as a payment.
IS IT SAFE TO USE MY CREDIT CARD ON PHOEBE & KNOX?
PHOEBE & KNOX makes use of a secure and safe payment gateway called PayFast. PayFast is a payments processing service for South Africans and South African websites. For further information on PayFast please go to www.payfast.co.za.
HOW DO I PLACE AN ORDER?
Ordering online from PHOEBE & KNOX is easy! Look through the items you are interested in, simply click on the colour of the item you prefer and select your size and quantity needed and then click ‘Add to Bag’. You can review the items in your bag at any stage by clicking on the ‘My Bag’ icon in the top right corner of every page. You can then either continue shopping or proceed to checkout and place your order.
WHAT SIZE SHOULD I ORDER?
Please refer to the size chart and item description on checkout when choosing your garment to make the best decision possible. If you have a question about size please don’t hesitate to contact us with your query and size detail on our contact us page and we will happily help you out.
WHAT IF THE ITEM I WANT IS OUT OF STOCK?
We produce every single garment in house and to maintain our quality and exclusivity we do not produce large amounts of stock of any of our items. On rare occasions where we may do a second run of an extremely popular garment, we will notify you via our newsletters. If you would like your name on a waiting list for a specific garment in case we do carry out another run, please contact us. The online system links the stock availability to the ordering process and therefore you should not be able to order an item that is not available. If on the rare occasion that you have ordered an item that is not available, we will refund your credit card in full for that item.
HOW DO I CHECKOUT?
Once you are happy with the desired items in your Bag, simply click on the ‘Check Out’ button. You will then either be prompted to sign into your account or to create an account. You then need to enter your delivery details and enter any discount or credit vouchers you may wish to use. You will then be directed to complete your payment. A confirmation email will be sent to your registered email address confirming the contents of your order.
HOW DO I KNOW AN ORDER HAS BEEN RECEIVED?
Once you have placed your order, you will receive a confirmation email sent to your email address inbox within 24 hours. If no confirmation email has been received within 24 hours we recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, please contact us.
I AM UNABLE TO PLACE AN ORDER?
If an error message keeps occurring when you are trying to place an order, please double check all your delivery and payment details. If you continue to experience problems please contact us.
CAN I MAKE CHANGES TO AN ORDER I HAVE JUST PLACED?
We are unable to make changes to your order if the order has been processed which usually happens very quickly. You must contact us immediately with your order number and details. We will endeavor to halt the process. If the order has not yet been dispatched we will arrange a credit voucher for you to be used towards your next PHOEBE & KNOX purchase. If your order has already been dispatched to the courier company, I’m afraid we are unable to change your order and you will need to return the garment. Please refer to our Returns Policy below or our Terms and Conditions for further details.
WHY IS MY ORDER CANCELLED?
Most often an order is cancelled if the transaction was unsuccessful due to the payment method used or it was not carried out within the time allowed.
HOW CAN I TRACE MY ORDER?
You will receive a confirmation email once your order has been shipped and this will contain your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, in case it has been received there. Tracking information will be sent on the day that the orders are shipped. For orders within South Africa, please allow one to two business days from the date of shipment for your parcel to arrive.
WHERE DO YOU DELIVER TO?
We deliver nationally throughout South Africa to your physical office or home address. We do not deliver to PO Boxes as we do require a signature on delivery.
DO YOU DO INTERNATIONAL DELIVERIES?
International delivery is possible but handled individually. Please note that delivery charges are not included in the sale price and will depend on your choice of delivery service and method. Additional duties and import costs are not included. If you would like any further information in this regard please contact PHOEBE & KNOX.
HOW LONG DO DELIVERIES TAKE?
Once your order is approved, national delivery is carried out by our courier service to your door between 2 and 5 working days. Please note working days are Monday to Friday and do not include weekends or national public holidays. In the unusual circumstances in which delivery could take longer than promised, we will contact you to make you aware of the problem.
DO YOU OFFER GIFT WRAPPING?
Indeed! Every order is wrapped before dispatch. If you would like a personal message attached, please contact us so we can arrange something special.
WHAT IF MY ITEMS ARE DAMAGED OR REJECT?
Our items are quality checked to the highest standards several times during the production process and again before they are dispatched. It is highly unlikely that you should receive a damaged or reject product. However please contact us immediately with your order number and a photo of the damaged garment and we will arrange for an exchange garment at our cost.
WHAT IS YOUR EXCHANGE/RETURN POLICY?
It is important to us that you are happy with your PHOEBE & KNOX garment and that you love the fit. However, since we do not carry large volumes of stock, we cannot guarantee that your preferred replacement garment will be available. We therefore offer a replacement voucher instead which can be used towards a future purchase. This voucher will be issued via email in the form of a digital gift card and will be valid for up to 3 months from the date of issue. The garment must be returned within 15 working days from delivery date for national orders. The garments must be returned in their original P & K packaging and they must be unworn, unwashed and undamaged and with the swing tag attached. To request a voucher, please contact us with your order details. If you would like us to handle the logistics of returning your garment, we can arrange a collection from your door at a service fee of R90 to cover shipping. This R90 will be deducted from your credit card. Once your items have been received by us within the 15 day period and inspected, we will issue you with your voucher, valid 3 months from the date of approval. If upon inspection we find that the conditions above have not been adhered to, we will return the garment to you. Regrettably we cannot accept returns on international orders.
CAN I GET A REFUND ON SALE ITEMS?
There are no returns, exchanges or refunds available on sale items. All sale items are sold as final sale only. Please refer to our Returns Policy in our Terms and Conditions for further details.
HOW LONG IS MY VOUCHER OR DIGITAL GIFT CARD VALID FOR?
All vouchers issued in the form of digital gift cards will carry an expiry date. All vouchers issued for exchange or returns will be valid for 3 months only. Please refer to the Exchange / Return policy in terms and conditions.
HOW DO I UPDATE MY DETAILS?
To update your personal details including your email address and mobile number, login to ‘My account”, click on the ‘account settings” and enter your new details and press the ‘update’ button. You can change your address details, or add additional delivery addresses by clicking on the ‘manage addresses’ tab within the ‘My Account” section of the site. Please note: please ensure your shipping details are correct before placing an order.
HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER?
Please click on the unsubscribe link at the bottom of the last newsletter you received. You will be asked to confirm that you wish to unsubscribe.