Shipping, Exchanges & Returns Policy
For any questions regarding shipping, exchanges, or returns, you may contact PHOS customer service via WhatsApp:
0543368182
WhatsApp messages only.
Shipping Method & Fees
Home Delivery
Home delivery costs 30 ILS per order.
The shipping fee is fixed and does not change according to the order amount.
Delivery Times
Orders placed on the website will be delivered in up to 14 business days, not including the day on which the order was placed, and subject to confirmation by the shipping company.
Business days are Sunday–Thursday and do not include the day on which the order was placed, weekends, holiday eves, holidays, or public holidays.
Delays may occur due to overloads at shipping companies, sale periods, security-related circumstances, remote locations, unusual weather conditions, lockdowns, pandemics, or events beyond the control of PHOS and/or the shipping company.
General Terms
Delivery times may be affected by the activity of the shipping company, which is an external service provider of PHOS.
In the event of a delay or delivery issue, PHOS will contact the shipping company and assist the customer, subject to the circumstances and applicable law.
For the avoidance of doubt, ordering products on the website is also subject to the website’s Terms & Conditions and Privacy Policy.
Exchanges & Returns
Nothing in this policy shall derogate from the consumer’s right to cancel a transaction in accordance with applicable law.
Exchanges
Wrong size? You may request an exchange within 14 days from the date of receiving the item.
An exchange may be requested for size and/or color only, subject to existing and available stock at the time of the exchange.
An exchange will be approved only if the item has not been worn, washed, damaged, or used, and is returned in its original condition, together with the original tags and packaging, as much as possible.
Items that do not meet these conditions will not be approved for exchange.
Returns & Order Cancellation
The customer may request to cancel a transaction and return an item within 14 days from the date of receiving the product or from the date of receiving the transaction details document — whichever is later — in accordance with applicable law.
How to Submit a Cancellation Notice
A cancellation notice may be submitted by contacting PHOS customer service via WhatsApp:
0543368182
WhatsApp messages only.
Or through the contact form on the website.
The cancellation notice must include:
Full name, order number, phone number, and details of the product the customer wishes to return.
After submitting the cancellation notice, PHOS will contact the customer to coordinate the return of the item.
A return will be approved only if the item has not been worn, washed, damaged, or used, and is returned in its original condition, together with the original tags and packaging, as much as possible.
In the case of a transaction cancellation that is not due to a defect, mistake, or mismatch caused by PHOS, the return shipping cost will apply to the customer.
Defective Item, Wrong Item, or Mismatch
If the customer receives a defective item, a wrong item, an item that does not match the order, or in the case of non-delivery within the agreed timeframe, the customer should contact PHOS customer service as soon as possible, including the order number and photos of the product.
PHOS will review the request and act in accordance with applicable law.
If it is found that the issue was caused by a defect, mistake, or mismatch by PHOS, the company will act to resolve the matter in accordance with applicable law, including an exchange, refund, or another appropriate solution, depending on the case.
Refunds
After receiving the cancellation notice, PHOS will process the refund in accordance with applicable law and within the timeframes required by law.
In the case of a transaction cancellation that is not due to a defect, mistake, or mismatch caused by PHOS, the company may charge a cancellation fee of up to 5% of the transaction amount or 100 ILS, whichever is lower.
The refund will be issued to the same payment method used for the purchase, subject to the policy of the credit card company or payment provider.
It is clarified that submitting a cancellation request does not exempt the customer from returning the item to PHOS, in accordance with applicable law.
In the case of a cancellation due to change of mind only, the shipping fee paid for the order and the return shipping fee will not be refunded, unless required by law.
Customers Entitled to Extended Cancellation Rights
In accordance with applicable law, customers who are senior citizens, new immigrants, or persons with disabilities may be entitled to extended cancellation rights in a distance selling transaction, subject to the conditions set by law.
Contact for Exchanges & Returns
To coordinate an exchange, return, or order cancellation, you may contact PHOS customer service via WhatsApp:
0543368182
WhatsApp messages only.
Customer service is available:
Sunday–Thursday | 09:00–16:00