Contact Us

Phoebe is here to provide you with more information and answer any questions you may have.

Get In Touch


PLEASE NOTE OUR CURRENT DISPATCH TIMES ARE 5+ BUSINESS DAYS DUE TO A HIGH INFLUX OF ORDERS. WE APOLOGISE FOR THE INCONVENIENCE. 


Be sure to check out our FAQ page first before contacting us. You can find it below for your convenience. 


We are currently operating on very limited staff. Please be mindful and only send a message if your issue cannot be resolved via the FAQs.

Will this damage my nails?

Absolutely not! The Poly Gel is made from eco-friendly non-toxic materials and can be easily removed using our Phoebe's Gel Nail Remover Clamps with acetone. Then simply file & buff the nails until all of the Poly Gel is gone!

Where do your products come from?

We only source merchandise from socially responsible businesses with ethical manufacturing practices. Most of our orders are dispatched from our partners in China. Our branded products are manufactured in partnership with our overseas suppliers and are directly forwarded onto your addresses. 

Do you ship worldwide?

At this present moment we offer shipping to Australia, UK and USA. Shipping times are reflected at checkout and are reasonably inclusive of any foreseeable delays. All items are processed within 2 business days from purchase. Our international shipping partner is DHL.

Will my order get to me without any issues?

We use a variety of delivery partners for deliveries inside Australia and abroad. All of our shipments leave the fulfillment centre in China and will likely spend time in the customs for the country where the shipment arrives. We cannot provide any customs clearance estimates, but in most cases, shipments may spend anywhere from one to three days in customs. 


Delays due to COVID-19 are reflected in the shipping section at checkout. At this present moment the delivery time includes most possible delays and is as accurate as possible.

Why don't you accept my currency?

Right now we're able to show dozens of global currencies to give you a sense of how our prices convert into other currencies. We're working to implement new payment systems that will allow us to accept not only different currencies, but also dozens of different regional payment systems. So while the content of your cart may currently be displayed in your local currency, the store process all orders in AUD at the most current exchange rate.

What about dispatch, shipping and delivery?

Our fulfilment partner dispatches orders within 5 business day (Mon-Fri), a timeline which does not include Weekends or Holidays. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, Fedex, DHL, Malaysia Post). 


Once a package leaves our fulfilment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier. Shipping time frames are specified at checkout and are typically via ePacket and takes 10-20 days. At this present moment express delivery is not available on any order.


Shipment Uplifted

If your shipment has been uplifted it means that the shipping partner has transferred the package to another carrier to complete the delivery. Your order is still due to arrive on the scheduled dates. More information can be found by contacting the original logistics providers.

Where is my order confirmation?

Please check your junk or spam folder as our mail occasionally get filtered there. Don't forget to mark as not Spam/Junk so that future order updates will reach you. 


If you have not provided an email at checkout you will not receive order confirmations and further updates via email.

I can't find any information regarding my tracking number.

Please allow up to 3 business days for tracking information to be updated. 


You will not have received any tracking information if you have not provided us an email at checkout.

How do I track my order?

Depending on how your order has been dispatched two of the following links may be able to assist you. Please allow up to 48 hours for tracking information to be updated and made available. See the link in our footer to access the order tracker page. 


You can track your order on the following site. We have multiple shipping partners and tracking will be available on at least on of the following options:


www.17track.net http://www.auspost.com.au/track ; https://global.cainiao.com/en

Why has my shipment has been transferred or redirected (Shipment Data Received Error)?

Orders may have been reshipped or transferred due to COVID-19 restrictions and delays in place in a number of international hubs. By Phoebe has reached out to those affected customers via email to provide an update on the situation. 


All orders affected have been redirected and those who have explicitly advised us of cancellation within 48 hours of the initial email have been resolved. If you believe you may have not received an updated tracking number please contact us and we will forward that to you as soon as possible.


If you did not provide a contact email at checkout you will not have received the email.

Have a question not in the FAqs?

Please send us an email to support@byphoebe.zendesk.com and a support ticket will be lodged.

Mailing address

Hanson Investment Holdings Pty Ltd

Level 34 /  1 Eagle St

Brisbane QLD 4000

Australia

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