Shipping policy

PHOEBE ATELIER — SHIPPING POLICY

This Shipping Policy applies to all orders placed through PHOEBE Atelier, including Ready-to-Wear, Made-to-Order, Pre-Order, Made-to-Measure, Bespoke, and handcrafted products.

By placing an order, customers acknowledge that they have read, understood, and agreed to the terms outlined below.

1. ORDER PROCESSING

Orders are processed after successful payment confirmation.

For in-stock items, processing time is typically 1–3 business days, unless otherwise stated on the product page.

For Made-to-Order, Custom-Made, Pre-Order, Made-to-Measure, Bespoke, and handcrafted products, production and preparation times may vary depending on the product, design, materials, and level of customization.

Estimated production timelines will be communicated on the product page, quotation, or during the order confirmation process.

Processing and production times do not include shipping transit times.

2. SHIPPING DESTINATIONS

PHOEBE Atelier offers domestic and international shipping to destinations supported by our shipping partners.

Certain countries, regions, or addresses may be unavailable due to:

Carrier restrictions
Customs regulations
Import restrictions
Government regulations
Sanctions
Force majeure events
Other circumstances beyond PHOEBE Atelier's reasonable control

PHOEBE Atelier reserves the right to decline or cancel orders that cannot be delivered safely or legally.

3. SHIPPING TIMEFRAMES

Delivery estimates are provided for reference purposes only and are not guaranteed, unless PHOEBE Atelier has expressly confirmed a specific delivery date in writing.

Actual delivery times may vary depending on:

Destination country or region
Customs clearance procedures
Customs inspections
Carrier operations
Weather conditions
Peak shipping seasons
Public holidays
Government procedures
Transportation disruptions
Force majeure events
Other circumstances beyond PHOEBE Atelier's reasonable control

PHOEBE Atelier shall not be liable for delays caused by shipping carriers, customs authorities, or other third parties.

4. SHIPPING FEES

Shipping fees are calculated at checkout or otherwise communicated to the customer prior to order confirmation.

Unless expressly stated otherwise, shipping fees are separate from the product price.

Any free-shipping promotion applies only according to the specific terms and conditions announced by PHOEBE Atelier at the time of the promotion.

PHOEBE Atelier reserves the right to modify shipping rates where applicable.

5. CUSTOMS DUTIES, TAXES & IMPORT CHARGES

For international orders, customers are solely responsible for all applicable charges imposed by the destination country, including but not limited to:

Import duties
Customs duties
Value-added taxes (VAT)
Sales taxes
Brokerage fees
Customs clearance charges
Government-imposed fees
Import processing fees
Any other charges imposed by the destination country

These charges are not included in product prices or shipping fees, unless expressly stated otherwise.

PHOEBE Atelier has no control over such charges and cannot estimate or guarantee their amount.

Customers are solely responsible for ensuring that the ordered products can legally be imported into their destination country and for complying with all applicable import requirements.

6. SHIPPING ADDRESS ACCURACY

Customers are responsible for providing complete, accurate, and up-to-date shipping information.

This includes, where applicable:

Full recipient name
Complete delivery address
Postal code
Phone number
Email address
Any other information required by the carrier

PHOEBE Atelier shall not be responsible for delays, failed deliveries, losses, or additional costs resulting from:

Incorrect addresses
Incomplete addresses
Incorrect recipient information
Incorrect phone numbers
Failure to provide required delivery information

Any additional shipping charges resulting from address corrections, re-delivery attempts, or other customer-related issues shall be the customer's responsibility.

7. ORDER HOLDING — ORDERS AWAITING PAYMENT

If an order has not been fully paid, PHOEBE Atelier will hold the relevant product or completed garment for a maximum of 7 calendar days, unless otherwise agreed in writing.

Customers are responsible for completing the required payment within this period.

If payment is not received within 7 calendar days, PHOEBE Atelier reserves the right to:

Cancel the order;
Retain any deposit or amount already paid in accordance with the applicable policies;
Release the product or garment from the customer's order; and
Resell, repurpose, modify, display, use, or otherwise allocate the product or garment for other business purposes without further notice or compensation to the customer.

Any extension beyond the 7-day holding period must be expressly confirmed by PHOEBE Atelier in writing.

8. ORDER HOLDING — FULLY PAID ORDERS

For orders that have been fully paid, PHOEBE Atelier will hold the product or completed garment for a maximum of 30 calendar days, unless otherwise agreed in writing.

Customers are responsible for collecting or accepting delivery of the order within this period.

If the customer fails to collect or accept the order within 30 calendar days, PHOEBE Atelier reserves the right to:

Cancel the order;
Retain all amounts already paid;
Refuse any refund;
Release the product or garment from the customer's order; and
Resell, repurpose, modify, display, use, or otherwise allocate the product or garment for other business purposes without further notice or compensation to the customer.

Any extension beyond the 30-day holding period must be expressly confirmed by PHOEBE Atelier in writing.

9. REFUSED, UNCLAIMED, OR UNDELIVERABLE SHIPMENTS

If a shipment is refused, abandoned, unclaimed, or returned due to customer-related reasons, including but not limited to:

Refusal to pay customs duties or taxes
Failure to accept delivery
Incorrect shipping information
Failure to respond to carrier requests
Failure to collect the shipment
Failure to provide required import information

the customer shall be responsible for all resulting costs, including:

Original shipping charges
Return shipping charges
Re-delivery charges
Storage fees
Customs charges
Brokerage fees
Administrative fees
Other carrier or government charges

Any refund, if otherwise approved under the applicable Returns & Refund Policy, may be reduced by these costs.

10. RE-DELIVERY

If a shipment is returned to PHOEBE Atelier due to customer-related circumstances, re-delivery may only be arranged after the customer has paid all applicable:

Re-delivery fees
Return shipping charges
Additional shipping charges
Customs-related charges
Storage fees
Other applicable costs

PHOEBE Atelier may require the customer to confirm or correct the delivery information before arranging re-delivery.

11. SHIPMENT TRACKING

Tracking information will be provided when available and supported by the selected shipping service.

Once tracking information has been issued, customers are responsible for:

Monitoring shipment progress;
Responding to carrier requests;
Providing additional information when required;
Following carrier instructions; and
Collecting the shipment where applicable.

PHOEBE Atelier may provide reasonable assistance in communicating with the carrier where possible.

12. LOST OR DAMAGED SHIPMENTS

If a shipment appears to have been lost or arrives visibly damaged, customers should contact PHOEBE Atelier as soon as reasonably possible.

Customers may be required to provide:

Order number
Photographs of the package
Photographs of the shipping label
Photographs of any damage
Videos where available
Other information reasonably required to investigate the matter

PHOEBE Atelier may communicate with the relevant carrier or shipping provider to investigate the issue.

Any carrier claim will be handled according to the applicable carrier's procedures, requirements, and limitations.

13. DELIVERY CONFIRMATION

Proof of delivery provided by the carrier or carrier tracking records may constitute evidence that an order has been successfully delivered.

Where the carrier confirms successful delivery to the shipping address provided by the customer, PHOEBE Atelier shall not generally be responsible for claims of non-receipt, except where responsibility cannot legally be excluded.

Customers are responsible for ensuring that the delivery location is secure and that the recipient or an authorized person is available to receive the shipment where required.

14. RISK OF LOSS & CARRIER RESPONSIBILITY

Once PHOEBE Atelier has delivered the shipment to the designated carrier, PHOEBE Atelier is not responsible for delays, losses, damages, theft, or delivery failures occurring during carrier transit, except to the extent responsibility cannot legally be excluded.

PHOEBE Atelier may, at its discretion, provide reasonable assistance in communicating with the carrier or shipping provider.

Such assistance does not constitute an admission or acceptance of liability.

15. INTERNATIONAL ALTERATIONS, REPAIRS & PHYSICAL FITTINGS

PHOEBE Atelier provides physical fitting and alteration support primarily within Vietnam.

For international customers who request physical alterations, repairs, fittings, inspections, or other physical garment services in Vietnam, the customer is generally responsible for all shipping costs in both directions.

This includes:

Shipping the garment to PHOEBE Atelier
Return shipping from PHOEBE Atelier
Customs duties
Import taxes
Brokerage fees
Customs clearance charges
Any other applicable shipping-related costs

Any applicable alteration or repair fee is separate from shipping costs.

Exception for Confirmed Production Issues

Where a physical alteration or correction is required due to a confirmed production or workmanship issue attributable to PHOEBE Atelier, shipping support may be provided in accordance with the applicable VN Fitting, Post-Fitting Alterations & International Shipment provisions contained in the PHOEBE Atelier Terms of Service.

Where PHOEBE Atelier confirms responsibility for the issue and the customer has already left Vietnam, PHOEBE Atelier will support the cost of standard international shipping for the corrected garment.

If the customer chooses an express or upgraded shipping service, any additional cost will be the customer's responsibility.

Customer-requested alterations, changes of preference, or additional fitting adjustments remain subject to the applicable alteration charges and shipping provisions.

16. EVENT & OCCASION DISCLAIMER

Customers are responsible for placing orders sufficiently in advance of any:

Wedding
Engagement
Photoshoot
Performance
Travel schedule
Formal event
Special occasion

PHOEBE Atelier does not guarantee delivery by any specific event date unless expressly confirmed in writing.

Customers should allow sufficient additional time for production, shipping, and international customs clearance.

PHOEBE Atelier shall not be liable for expenses, losses, damages, missed events, travel costs, accommodation costs, or other inconveniences arising from delayed delivery, except where liability cannot legally be excluded.

For customers who have completed an in-person fitting in Vietnam and leave Vietnam before alterations are completed, additional alteration and shipment timelines are subject to the VN Fitting, Post-Fitting Alterations & International Shipment provisions contained in the PHOEBE Atelier Terms of Service.

17. INTERNATIONAL SHIPPING DISCLAIMER

International shipments may be subject to:

Customs inspections
Security checks
Import procedures
Regulatory requirements
Government inspections
Other procedures imposed by local authorities

PHOEBE Atelier has no control over such procedures and cannot be held responsible for resulting delays, except where responsibility cannot legally be excluded.

Customers are solely responsible for complying with the import regulations of their destination country.

18. SHIPPING & REFUNDS

Shipping charges are separate from the product price unless expressly stated otherwise.

Unless required by applicable law or otherwise expressly agreed in writing, shipping charges are not refundable once the order has been dispatched.

Where a refund is otherwise approved under the applicable Returns & Refund Policy, the refundable amount may be reduced by non-refundable third-party costs, including:

Original shipping charges
Return shipping charges
Re-delivery charges
Customs duties
Import taxes
Brokerage fees
Customs clearance charges
Other third-party charges

For product refunds, the applicable refund rules are governed by the PHOEBE Atelier Returns & Refund Policy.

19. FORCE MAJEURE

PHOEBE Atelier shall not be liable for any delay, failure, or interruption in processing or delivery caused by circumstances beyond our reasonable control, including but not limited to:

Natural disasters
Floods
Earthquakes
Pandemics
Epidemics
Government actions
Customs inspections
Transportation disruptions
Labor strikes
War
Civil unrest
Carrier service interruptions
Utility failures
Other force majeure events

Where reasonably possible, PHOEBE Atelier will communicate significant delays caused by such circumstances.

20. SHIPPING SUPPORT

If a shipment is delayed, lost, returned, or otherwise affected during transit, PHOEBE Atelier may provide reasonable assistance in communicating with the relevant carrier or shipping provider.

Such assistance does not constitute an admission of liability or a guarantee of a particular outcome.

Customers remain responsible for complying with carrier requirements and destination-country regulations.

21. DISPUTE RESOLUTION

Customers agree to contact PHOEBE Atelier directly and provide a reasonable opportunity to investigate and resolve any shipping-related concern before initiating:

Chargebacks
PayPal claims
Credit card disputes
Payment processor disputes
Financial institution claims

PHOEBE Atelier may provide relevant order, payment, production, communication, tracking, and delivery records when responding to a dispute.

PHOEBE Atelier remains committed to resolving legitimate concerns in good faith whenever reasonably possible.

22. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, PHOEBE Atelier shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising from shipping, delivery delays, customs procedures, carrier-related issues, or other circumstances beyond PHOEBE Atelier's reasonable control.

To the extent permitted by applicable law, PHOEBE Atelier's total aggregate liability relating to shipping shall not exceed the amount actually paid by the customer for the product(s) giving rise to the claim.