Frequently Asked Questions
Quick answers about orders, payments, delivery, returns, refunds, exchanges, sizing, privacy and support.
Orders & Payments
How long does order processing take?
Orders are normally processed within 1–3 business days.
When is my order dispatched?
Orders should be dispatched within 3 business days.
Can I cancel an order?
You may request cancellation before dispatch by contacting support@phurei.com. Once an order has been dispatched, cancellation cannot be guaranteed.
Can I change my delivery address?
An address change may be requested before dispatch. After dispatch, a change cannot be guaranteed and may depend on the carrier.
How are payments processed?
Payments are processed through Stripe. Primary card methods are Visa, Mastercard, American Express, JCB, Discover and Diners Club. Additional methods may be available if shown at checkout.
Shipping & Delivery
What is the estimated transit time?
Estimated transit is 7–15 business days after dispatch. This is an estimate, not a guaranteed arrival date.
Do all orders include tracking?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch once tracking data becomes available.
What is standard shipping?
Standard shipping is 6$ when the free-shipping threshold is not met.
When is standard shipping free?
Orders reaching 50 qualify for free standard shipping.
Which carrier will deliver my order?
Possible carriers include DHL, UPS, FedEx, USPS and YunExpress. The carrier for an individual order may depend on destination, route and operational arrangements.
What happens if a parcel appears lost?
Contact support. We review the tracking and investigate with the relevant carrier. If the parcel is confirmed lost, we will offer either a reshipment or a refund.
Returns, Refunds & Sizing
What is the normal return request window?
For eligible normal returns, contact support@phurei.com within 14 calendar days after receipt to register the return.
Who pays return shipping?
For change-of-mind or other non-defective returns, the customer pays return shipping. For damaged, defective, incorrect or incomplete goods, the merchant pays applicable return shipping.
Is there a restocking fee?
No. No restocking fee is charged.
Are direct exchanges supported?
Yes. For a normal exchange, the customer pays both return shipping and replacement-item shipping. For damaged, defective, incorrect or incomplete goods, the merchant pays applicable return and replacement shipping.
How long do approved refunds take?
Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. Mandatory statutory refund deadlines always take priority, and banks or payment providers may require additional posting time.
What are the EU withdrawal rights?
Where EU distance-selling rules apply, consumers generally have a statutory 14-day right of withdrawal from receipt without giving a reason. Standard original delivery costs are refunded where required by law, while supplementary delivery costs above the least expensive standard option may be excluded where permitted.
How should I choose a size?
Use the Size Guide as a general body-measurement reference. Product-specific sizing shown on an individual product page takes priority.
Privacy requests
Questions about personal data, cookies, consent or data-subject rights should be sent to privacy@phurei.com.
Order and service support
For orders, shipping, returns, refunds, exchanges, sizing or payment support, contact support@phurei.com.