PURCHASE & ORDER
Why buy from us ?
At Philemone, we pay particular attention to the choice of our items and we do our best to ensure you have an optimal shopping experience. But that's not all !
• 100% secure online ordering by credit card.
• Competent, responsive and professional customer service - ready to respond to your requests as quickly as possible.
• Thousands of people already trust us!
• Free delivery.
How to Place an Order?
Our online store is open every day of the week, 24/7. The order process is divided into several steps:
Selection: Browse our store to choose the products that suit you. Simply click the "Add to Cart" button to select them.
Cart: Review the contents of your order. At this stage, you can also modify quantities.
Payment: You can review your order contents in the summary. At this stage, you'll need to provide your personal information.
Delivery: You will benefit from free delivery.
Order Confirmation: To ensure that your order has been successfully recorded, you must reach this step. A order confirmation page will be presented, and you can print it. Additionally, you will also receive a confirmation by email with your order reference. When your order is processed, you will receive an email with your tracking number.
How do I cancel or modify my order?
After placing an order on our online store, no cancellation or modification can be guaranteed, because the orders will have already been processed by our team.
How to Track My Order?
You can keep an eye on the progress of all your orders placed with Philemone. As soon as your package is shipped, you will receive a shipping email containing your order number and tracking information. You will then need to enter your order number and email, or just your tracking number on our tracking platform. The tracking information will be available on our website shortly after the package is shipped.
My tracking number is not working, what should I do?
If your tracking number shows no information, don't worry. Typically, tracking information is available 2-3 business days after the order is shipped. Our carrier is responsible for updating tracking numbers.
Moreover, if after this period you still have no information on the status of your package, please contact our customer service.
I've Confirmed My Order, But I Haven't Received a Confirmation Email Yet.
Firstly, please check your spam or junk email folder to ensure that the order confirmation email hasn't been received there. If you can't find it, simply contact our customer service, and we will locate your order using your details (order content, address, phone number, name). These details will be required from you.
Rest assured, in the majority of cases, this is due to an error in entering your email address during the order process.
SHIPPING & RETURNS
What is the Shipping Price?
Currently, we offer free shipping.
What is the Delivery Time?
At Philemone, we strive to provide a quality customer experience, which includes fast and efficient shipping of your products. Our delivery times typically range between 12 and 15 days. While this duration might seem long, it allows us to ensure that every shipped product meets our high standards of quality and durability.
We are continuously working to improve our processes to shorten these delivery times while upholding our commitment to quality. We appreciate your patience and understanding, and we are confident that you will find our Philemone products well worth the wait!
My Order is Incomplete, What Should I Do?
With the aim of optimizing delivery times and to avoid excessive waiting, it's possible that your order might be shipped in multiple packages.
As such, we encourage you to check your shipping confirmation email to ensure that you don't have multiple tracking numbers. If there are multiple tracking numbers, it means your order has been sent in separate parcels.
Finally, if all packages have arrived and you're still missing a product, please contact customer service via email.
My Order Has Been Shipped, But I Still Haven't Received It. What Should I Do?
Firstly, please check the tracking of your package using the link provided in the email confirming the shipment of your order. If you haven't received this email, we recommend checking your spam folder or contacting our customer service.
If your package is marked as "in transit," please wait until the scheduled delivery date. If your package is being held by the carrier, you should be able to retrieve it at the address indicated on the delivery notice.
If you encounter any issues, please contact us as soon as possible.
The Package I Received Doesn't Match My Order, What Should I Do?
Firstly, we recommend checking your order confirmation to confirm whether the received product is indeed different from what you ordered. If the item you received does not match your order, please contact our customer service via email.
We will arrange for the return of the received product and send you the correct product according to your order.
What Should I Do If My Product Has a Manufacturing Defect?
Our team strives to ensure the intact and accurate delivery of your order by conducting quality checks. However, if you receive a defective product, please contact our customer service without using it. We guarantee to find a winning solution for you.
In some cases, the defect may become apparent after the initial use of the product. If the defect is not due to wear and tear and the product was received within the last 30 days, you can submit a request accompanied by pictures.
Who bears the return costs?
We bear the cost of return only when the product is defective.
For all the detailed information, we invite you to consult our Return Policy.
PAYMENT & PRIVACY
What Payment Methods Do You Accept?
We accept all major credit and debit cards.
Is my information confidential?
My Credit Card Payment Is Declined, What Should I Do?
Firstly, we recommend checking the information you've entered: your name, credit card number, CVV, and expiration date.
If the payment decline continues, we suggest reaching out to your bank to verify if the order amount exceeds your spending limit.
What Currency Is Used on Your Online Store?
All the prices on our online store are listed in Dollars ($).