FAQ

For PHAX it is very important to provide you with timely responses to your questions, requests, and/or concerns. Please contact our Customer Service department at 310 4603058 (available Monday through Friday from 8:00 a.m. to 5:00 p.m. and Saturday from 9:00 a.m. to 1:00 p.m.) or email ola@phax.com.co.

How to buy from PHAX.com?

Buying on www.phax.com.co is very easy, follow these steps:

  • To search for the product you want to buy browse through the categories in our menu or use the search bar.
  • Once you've chosen the product, select the color, size, quantity and add it to your shopping bag by clicking on the "Buy" button.
  • Once you have added the product you can continue browsing and adding to your bag.
  • Once you've added all the products you to purchase, go to your bag, make sure everything is correct, and click "Pay".
  • Enter your personal Billing and Shipping information.
  • Choose the payment method you want. 
  • Check the confirmation message for your purchase and wait for the confirmation email.
  • Receive your order at your doorstep.
  • If you have any questions you can contact our customer service line or through our ola@phax.com.co mail.

What to do if you didn't receive transaction confirmation email?

You can request it by contacting the customer service line directly or through our email ola@phax.com.co

Do I need to register or create an account to make a purchase?

You don't need to create an account, just enter your personal information at the time of payment.

You can't complete the purchase with your card in the online store Why?

Before finalizing the purchase make sure that you have entered all your credit card details correctly (cardholder's name, card number, expiration date and security code). If all of this information is correct, the payment should go through. If  you are still having trouble, please contact our customer service. 

How to use a discount coupon?

If you have a discount cide, you must follow the aforementioned purchase steps and at the time of making the payment enter the code in the field that says "Discount Code" and the amount set in the total value of the purchase will be automatically deducted.

Do prices include VAT?

The value of all products already has the VAT value included.

Is it safe to buy the www.phax.com.co?

Shopping in www.phax.com.co is safe. Our e-commerce platform and our payment partner is certified for the secure handling of credit card information and personal data. In addition in our privacy policy you can consult the handling of your personal data, for more information click here.

How to make wholesale purchases?

Contact the customer service line or through our email ola@phax.com.co to assign you a business advisor who will personally respond to your request.

Is it possible to make a return or exhange to a physical PHAX store for a product purchased online?

If possible, contact the customer service line or through our ola@phax.com.co email to coordinate in-store product availability and change.

DISPATCH AND DELIVERY

What is the shipping time and cost?

Shipping is free for purchases equal to or greater than $100 USD  in our online store. For lower purchases you can check the shipping rates at the time of entering your purchases in the bag. Delivery time is between 3 and 12 business days depending on the city of receipt of the order.

How to track your order?

To track your order, log in through the "My Account" menu or communicate through the different Customer Service channels.

How to proceed if you want to change the delivery address or made a mistake when making the purchase?

You must report the case or the new address through the Customer Service line or through our ola@phax.com.co mail.

What to do if you were not at the delivery address when your order arrived?

If you are not to receive your order, the carrier may leave your product with anyone of legal age who is at the registered address at the time of purchase. The carrier is also authorized to leave the package on your doorstep, mailbox or common area for deliveries. 

What to do if you receive a different product than the one you ordered?

If you do not receive the product you ordered (in reference, size or color), please contact the Customer Service line or through our ola@phax.com.co mail. We will manage the return of your product and exchange it for the correct one. Remember that changing under this concept has no additional cost.

Where can you communicate if the order takes longer than normal?

You can contact us through the Customer Service line or through our ola@phax.com.co email.

CHANGES AND RETURNS

How long do you have to return or exchange a product?

To make the change through our online store you have up to 10 days after making your purchase, to exercise the right of withdrawal and receive your money back you have up to 5 business days after delivery of the product.

What do you need to do to exchange or return a product?

Within 12 days of receiving the product, you must contact the customer service line or through our ola@phax.com.co mail. You can request the change of your product according to the terms set out in our change policy. You can check it here.

Can you request a refund of your order?

According to the right of withdrawal enshrined by Law 1480 of 2011 Article 47, the maximum term for exercising this right is 5 working days from the delivery of the product. The product must be returned in the same condition as you received it. Transportation costs and so on, incurred in the return will be borne by you.

To manage the return of your product you must contact Customer Service   (available Monday through Friday from 8:00 a.m. to 5:00 p.m. and Saturday from 9:00 a.m. to 1:00 p.m.)  through our ola@phax.com.co email.

If you want to exchange your product for another one and the one you want costs less, will we refund your money?

You can exchange it for another product and the excess value we refund you through a purchase voucher so that you can redeem it in future purchases.

How valid is the bonus?

The voucher will be valid for 60 days after issue.

MEANS OF PAYMENT

Can I make the payment any day and at any time?

Yes, at PHAX you can make your purchases online 7 days a week, 24 hours a day just one click away.

Can I change the payment method? 

If you haven't completed your payment yet, you'll be able to go back to the initial step and choose your preferred payment method. Once the purchase is complete it is not possible to change the payment method