Our store will reopen on September 28, 2026.
Last amended: 11 September 2026
We’re here to help with orders, delivery, returns, and product questions.
This page provides practical information for customers and summarizes certain procedures and policies applicable when shopping with Phaedra Botanicals. It should be read together with the legally binding policies published in our Legal Area.
In the event of any inconsistency between the information on this page and our applicable Terms and Conditions, Terms and Conditions of Sale, Return Policy, or other policies published in the Legal Area, the applicable terms in the Legal Area prevail.
Orders and Dispatch
We normally aim to dispatch in-stock standard items within one (1) business day, Monday–Friday.
Pre-orders and made-to-order products, including products from our Fresh Series, are exceptions. Their applicable production and dispatch periods are stated on the relevant product pages and/or Fresh Series page.
Orders are dispatched from our fulfillment warehouse in Harjumaa, Estonia.
Delivery:
We ship within the European Union and internationally to destinations currently served by our courier partners.
Unless expressly stated otherwise, non-EU shipments are supplied on a DAP (Delivered At Place) basis. Import clearance and any applicable duties, taxes, brokerage fees, or other import charges are the responsibility of the recipient.
Tracking information is normally provided once your parcel has been dispatched.
If your destination does not appear at checkout, please contact us at [email protected] or through our Contact Form.
Returns:
• EU/EEA statutory withdrawal: Where the statutory right of withdrawal applies, consumers may notify us of their decision to withdraw within fourteen (14) calendar days of receiving the goods, subject to the conditions and exceptions described in our Legal Area.
• Return period: Following a valid withdrawal notification, eligible goods must be returned without undue delay and no later than fourteen (14) days after communicating the decision to withdraw.
• Sealed products and hygiene: Where a product is supplied in sealed packaging and is not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal does not apply once the qualifying product has been unsealed after delivery.
• Fresh Series, personalised and other special products: The statutory right of withdrawal may not apply where a product falls within an applicable legal exception, including certain products with a limited shelf life and products made to your specifications or clearly personalised. Any applicable restriction will be communicated before purchase.
• Non-EU orders: We do not offer voluntary change-of-mind returns for non-EU orders unless expressly stated otherwise. This does not affect mandatory rights that may apply to damaged, defective, incorrect, or non-conforming goods.
• Refunds under a valid EU/EEA withdrawal: Where required by applicable law, refunds include the price of the eligible returned goods and the cost of the least-expensive standard delivery method offered by us. Additional costs resulting from the Customer’s choice of a more expensive delivery method are not refundable.
For complete information, including exclusions and return procedures, please refer to the Right of Withdrawal, Return Policy, and Terms and Conditions of Sale in our Legal Area.
Customer Support
Our Customer Support team in Athens, Greece is available Monday–Friday, 09:00–17:00 (EET/EEST, UTC+2/UTC+3).
We normally respond within one (1) business day.
For questions or assistance, please use our Contact Form or email [email protected].
Primary support language: English.
FULFILLMENT WAREHOUSE & OPERATING HOURS
Our fulfillment warehouse is located at:
Kõrtsi tee 9
Lehmja
75306 Harjumaa
Estonia
Warehouse operating hours are Monday–Friday, 08:00–16:30 (EET/EEST, UTC+2/UTC+3).
The warehouse is closed on Estonian public holidays. Fixed annual closure dates include:
• 1 January
• 24 February
• 1 May
• 23–24 June
• 20 August
• 24–26 December
Estonia also observes movable public holidays, including Good Friday, Easter Sunday and Pentecost, the dates of which vary from year to year.
The following working days are shortened by three (3) hours:
• 23 February
• 22 June
• 23 December
• 31 December
Dispatch and handling times may therefore be extended around Estonian public holidays, shortened working days, weekends, and other official non-working days.
Order Confirmation
After completing checkout, you will receive an email acknowledging receipt of your order.
This acknowledgement confirms that we have received your order. Acceptance of the order and formation of the sales contract are governed by our Terms and Conditions of Sale.
A further communication will be sent when your order has been accepted for fulfillment, the applicable Fresh Series or production cycle, or dispatch, as applicable.
Tracking information is normally provided following dispatch.
Order Changes & Cancellations
If you need to modify your shipping information, change your order, or request cancellation, contact us as soon as possible at [email protected] and include your order number.
Where operationally possible, we will try to accommodate changes before the order has been processed, produced, or prepared for dispatch.
Where an order remains subject to a statutory right of withdrawal and we are able to process a cancellation before dispatch, we may cancel the order directly without requiring you first to receive and return the goods.
Where an applicable statutory exception to the right of withdrawal applies, cancellation may not be available.
Please see our Terms and Conditions of Sale for complete information.
Promo Codes & Gift Cards
Enter applicable promotional or gift codes at checkout before completing payment.
Unless otherwise expressly stated, only one promotional code may be used per order and promotional offers cannot be combined.
Handling Time
Standard in-stock items:
We normally aim to dispatch within one (1) business day, Monday–Friday.
Fresh Series:
Production and dispatch follow the applicable dates and lead times published on the Fresh Series and/or individual product pages.
Pre-order items:
Estimated production or dispatch dates are stated on the respective product pages. Where applicable, these may coincide with a Fresh Series production cycle.
Delivery Options
Available delivery methods vary according to destination and may include standard/economy courier services and express services such as DHL Express or FedEx, where available.
Available services, delivery estimates, and prices are displayed at checkout.
Transit times are estimates unless expressly stated otherwise and may be affected by destination, courier operations, customs procedures, weather, public holidays, or other circumstances outside our reasonable control.
Express Delivery Times
For express shipments, a parcel to a metropolitan area within the EU is normally delivered on the next working day.
For destinations outside the EU, transit time is normally approximately 2–3 working days, excluding any additional time required for customs clearance.
These timeframes are indicative estimates and do not constitute guaranteed delivery dates unless expressly stated otherwise.
Deliveries to remote areas and destinations requiring customs clearance may require additional time.
Tracking
We will normally email tracking information once your parcel has been dispatched.
Please allow time for the courier’s tracking system to register or update shipment events after dispatch.
Shipping Countries
We deliver throughout the EU and internationally to destinations currently supported by our courier partners.
If your country does not appear at checkout, please contact us to determine whether delivery is currently available.
Non-EU Shipments — Duties & Taxes
Unless expressly stated otherwise, shipments to destinations outside the European Union are supplied on a DAP (Delivered At Place) basis.
The recipient is responsible for import clearance and any applicable customs duties, import taxes, brokerage fees, handling fees, or other charges imposed by the destination country.
If a shipment is refused or cannot be cleared through customs because the recipient fails to provide required information, documentation, payment, or other necessary cooperation, the parcel may be returned to us.
Where permitted by applicable law and our Terms and Conditions of Sale, actual, reasonable, and non-recoverable costs incurred as a direct result of the failed delivery may be deducted from any refund otherwise due.
Undeliverable Parcels / Address Issues
Customers are responsible for providing complete and accurate delivery information when placing an order.
If a parcel is returned because of an incorrect or incomplete address, failure to collect it, refusal of delivery, or another circumstance attributable to the recipient, we may offer re-shipment subject to payment of applicable additional shipping costs.
Where re-shipment is not requested or possible, costs incurred in connection with the original shipment and return may be deducted from any refund otherwise due, to the extent permitted by applicable law and our Terms and Conditions of Sale.
Protective Packaging
We carefully prepare and package orders to protect products during transportation. Our packaging is designed with consideration for both product protection and environmental impact.
Fresh Series
Fresh Series products are produced following confirmed orders using raw materials procured for each production cycle and have product-specific shelf lives and recommended use periods.
Certain Fresh Series products may also be made to your specifications or personalised, including where custom engraving or other personalisation options are selected.
Where a Fresh Series product falls within an applicable statutory exception to the right of withdrawal — including because it is liable to deteriorate or expire rapidly or because it has been made to your specifications or clearly personalised — the statutory right of withdrawal does not apply.
Any applicable withdrawal restriction will be communicated before purchase. Please refer to our Terms and Conditions of Sale and Return Policy in the Legal Area for full details.
Batch & Best-Before Dates
Where applicable, product pages provide current batch and “best used before the end” or best-before date (“BBD”) information under Batches and Storage, allowing customers to consider product freshness before purchasing.
Fresh Series products are produced after the applicable ordering cycle and therefore may not have a final batch number or BBD available at the time the order is placed.
Proper storage and use in accordance with the instructions supplied with the product are important for maintaining product quality throughout its stated period of use.
Where applicable under EU/EEA consumer law, consumers have a statutory right to withdraw from an eligible distance sales contract without giving a reason within fourteen (14) calendar days from receipt of the goods, subject to statutory conditions and exceptions.
For orders containing multiple goods delivered separately, or goods delivered in multiple lots or pieces, the applicable period is calculated as described in our Terms and Conditions of Sale.
To exercise an applicable right of withdrawal, you must notify us before the statutory withdrawal period expires.
You may:
• use the online Withdraw from Contract function available in our Legal Area;
• use our Model Withdrawal Form — EU/EEA; or
• send us another clear and unequivocal statement communicating your decision to withdraw.
Use of the Model Withdrawal Form is optional.
Following a valid withdrawal, eligible goods must be returned without undue delay and no later than fourteen (14) days after communicating the decision to withdraw.
Unless otherwise agreed or required by applicable law, the Customer bears the direct cost of returning the goods.
Customers are encouraged to contact us before sending goods so that we can provide the appropriate return address and instructions. Obtaining these instructions does not condition or limit the exercise of the statutory right of withdrawal.
Sealed Cosmetic and Personal-Care Products
Where a product is supplied in sealed packaging and is not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal does not apply once the qualifying product has been unsealed after delivery.
Opening the external shipping parcel solely to inspect the delivered order does not, by itself, constitute unsealing of the individual product.
This exception does not affect statutory rights concerning goods that are damaged, defective, incorrectly supplied, or otherwise non-conforming.
Fresh Series, Pre-Order and Made-to-Order Products
The fact that a product is identified as Fresh Series, made to order, or available for pre-order does not, by itself, exclude the statutory right of withdrawal.
Where a product is made to the Customer’s specifications or clearly personalised, where a qualifying sealed hygiene product has been unsealed, or where another statutory exception applies because its legal requirements are satisfied, the right of withdrawal may be excluded in accordance with applicable law.
Any applicable exclusion will be communicated before purchase where required by law.
Refunds
Following a valid statutory withdrawal, PB will reimburse eligible payments received in respect of the withdrawn goods together with the cost of PB’s least-expensive standard delivery method applicable to the order, where required by law.
Additional costs resulting from the Customer’s choice of a more expensive delivery method are not refundable.
PB will make the reimbursement without undue delay and no later than fourteen (14) days after being informed of the Customer’s decision to withdraw.
PB may withhold reimbursement until PB has received the returned goods or the Customer has supplied evidence of having sent the goods back, whichever occurs first.
Unless otherwise agreed or required by applicable law, reimbursement will be made using the same payment method used for the original transaction.
Non-EU Returns
We do not offer voluntary change-of-mind returns for non-EU orders unless expressly stated otherwise.
This does not affect mandatory rights that may apply to damaged, defective, incorrect, or non-conforming goods.
For complete details concerning eligibility, statutory exceptions, return procedures, costs, and refunds, please see our Return Policy and Terms and Conditions of Sale.
If transportation damage is visible at the time of delivery, please report the damage to the carrier at the time of delivery and request that it be recorded by the carrier. Where possible, document the visible damage, including the condition of the external packaging, with photographs.
Please also contact us at [email protected] as soon as possible after delivery, preferably within twenty-four (24) hours, if your shipment is visibly damaged or if you receive an incorrect, defective, or otherwise non-conforming product.
We also ask that you contact us at [email protected] as soon as possible, preferably within twenty-four (24) hours of delivery, and provide:
• your order number;
• photographs of the parcel and affected product; and
• a brief description of the issue.
Prompt notification helps us investigate transportation damage and submit any necessary courier claim.
The 24-hour notification request does not limit or replace any statutory rights you may have in relation to defective, damaged, incorrect, or non-conforming goods.
Where reasonably necessary to assess the matter, we may request photographs, batch information, information concerning storage and use, or return of the affected product for examination.
Where a lack of conformity is established, the Customer is entitled to the remedies provided by applicable consumer law.
Gifts with Purchase / Complimentary Products
Where an order is validly returned under an applicable right of withdrawal, complimentary products or gifts supplied specifically as part of that purchase may also need to be returned where permitted by applicable law and the applicable promotional terms.
Any adjustment to a refund will be made only where permitted by applicable law.
Sets / Bundles
Where products were sold together as a set or bundle and the Customer withdraws from the entire set or bundle, all components forming part of that set or bundle must be returned where required to restore the parties to their pre-contractual position.
Nothing in this provision limits a statutory right to withdraw from individual goods where such a right applies.
Information provided on our website concerning cosmetics, ingredients, skincare, routines, skin characteristics, or product selection is provided for general informational purposes and does not constitute medical advice, diagnosis, or treatment.
Please review the complete ingredient (INCI) list before using a product, particularly if you have known allergies or sensitivities.
Where appropriate, perform a patch test before broader use.
Discontinue use if irritation or an adverse reaction occurs.
If you have known allergies, a diagnosed skin condition, persistent skin concerns, or concerns regarding an adverse reaction, consider seeking advice from an appropriately qualified healthcare professional.
If you are pregnant or breastfeeding and have questions concerning the suitability of a cosmetic product for your individual circumstances, consult an appropriately qualified healthcare professional.
Product suggestions provided through our Skin Questionnaire, Customer Service, or other communications are intended to assist with cosmetic product selection. They do not constitute medical or dermatological advice.
Phaedra Botanicals creates products marketed under the registered PHAEDRAE® trademark (Registration No. 019108639) and its registered figurative trademark (Registration No. 019113777).
For assurance of authenticity and appropriate product handling, we recommend purchasing through our official website or an authorised Phaedra Botanicals stockist.
For wholesale enquiries or to verify whether a retailer is authorised, please contact us before purchasing.
PHAEDRAE cosmetic products placed on the European Union market are developed and manufactured within the European Union and are subject to the applicable requirements governing cosmetic products in the EU.
Our cosmetic products undergo the applicable safety assessment and regulatory procedures required for their respective formulations.
We use biophotonic glass manufactured in the European Union as primary packaging for many of our products.
Our secondary packaging is designed in-house, with consideration given to material selection, product protection, and environmental impact.
You can learn more on our Environmental Responsibility and Product Philosophy pages.
Payments made through www.phaedrabotanicals.eu are processed using the payment methods and payment service providers displayed at checkout.
Card payments and certain other payment methods are processed through Stripe. PayPal payments are processed through PayPal.
Payment information transmitted during checkout is protected using secure encrypted connections.
Phaedra Botanicals does not ordinarily receive or store complete payment-card credentials on its own servers. Payment information required to process a transaction is handled by the applicable payment service provider in accordance with its security procedures.
Stripe is certified as a PCI DSS Level 1 service provider.
Depending on the payment method, transaction, issuing bank, and location, additional authentication may be required. This may include Strong Customer Authentication (SCA), a one-time password, SMS verification, or confirmation through your banking application.
Available payment methods may include:
• Credit or Debit Card — including Visa, Mastercard and American Express;
• Apple Pay and Google Pay — where available on compatible devices;
• Klarna — where available for the applicable country, currency, transaction, and customer;
• Link by Stripe — where available;
• PayPal; and
• any other payment methods displayed at checkout.
Payment-method availability may vary according to country, currency, device, transaction, and payment provider. The payment methods displayed at checkout for your order are the methods currently available to you.
Transactions on our website are processed in Euros (EUR), unless expressly indicated otherwise at checkout.
Unless otherwise stated for the applicable payment method, payment is authorised or collected when you complete your order.
Payment being authorised or collected does not by itself constitute acceptance of the order. Acceptance and formation of the sales contract are governed by our Terms and Conditions of Sale.
If your bank, card issuer, or payment provider declines the transaction, the order may not be completed.
A transaction may be declined or interrupted by your bank, card issuer, payment provider, security-verification process, or a technical issue.
If you are paying by credit or debit card, your bank may require additional authentication, such as a one-time password, SMS code, or confirmation through your banking application.
Please follow any instructions displayed by the payment provider or your bank.
If the problem persists:
• verify that your payment details have been entered correctly;
• check that sufficient funds or credit are available;
• verify that your card is enabled for online and, where relevant, international transactions;
• verify that your billing information corresponds with the information held by your payment provider;
• try refreshing the checkout or using another supported browser or device; and
• contact your bank or payment provider if the transaction continues to be declined.
You may also contact Customer Service at [email protected]. We can help determine whether an issue appears to have occurred on our website, although we cannot override a decision made by your bank or payment provider.
For further information concerning the processing of a payment, please consult the terms and privacy information of the applicable payment provider.
At Phaedra Botanicals, we take care to process orders accurately and package them securely.
If you experience a problem with your order, including a delivery delay, incorrect item, damaged shipment, or other delivery issue, please contact Customer Support so that we can investigate.
First check the tracking information provided with your dispatch confirmation.
If the tracking information indicates an issue, or your parcel has not arrived within the expected timeframe, please contact us with your order number.
We will investigate the shipment with the relevant courier. Courier investigations and lost-parcel claims may require additional time in accordance with the carrier’s procedures.
Your rights in relation to delivery remain subject to our Terms and Conditions of Sale and applicable mandatory consumer law.
Contact us immediately.
If the parcel has not entered the fulfillment or dispatch process, we will try to correct the address.
If it has already been dispatched, changes may no longer be possible. Additional shipping or return costs resulting from incorrect or incomplete Customer-provided information may be payable by the Customer where permitted by applicable law and our Terms and Conditions of Sale.
Tracking information is normally sent by email after dispatch. Please allow time for the courier’s system to register and update the shipment.
Refunds are normally issued using the same payment method used for the original transaction, unless otherwise expressly agreed, required by applicable law, or subject to the procedures of the applicable payment provider.
Creating an account with Phaedra Botanicals is optional unless expressly indicated otherwise for a particular service.
An account allows you to access your order history and manage certain account information more conveniently.
Marketing communications are handled separately and in accordance with the choices and consent mechanisms described in our Privacy Policy.
Please review the relevant product page, ingredient list, usage instructions, storage requirements, batch information, and other product information before purchasing.
Our product guidance is informational and does not constitute medical advice or an individualised medical consultation.
Products can be added to your shopping bag and purchased through our online checkout.
Before submitting your order, you will have an opportunity to review the products selected, quantities, applicable prices, taxes collected by PB, delivery charges, and other order information.
The final checkout step clearly indicates that submitting the order entails an obligation to pay.
Please see our Terms and Conditions of Sale for the legally binding provisions governing orders and contract formation.
Enter the applicable promotional code in the designated field before completing checkout.
Unless otherwise stated in the terms of a promotion, promotional codes cannot be combined.
A pre-order allows you to order a product before its applicable production or dispatch date.
The estimated production and/or dispatch period is displayed on the relevant product page.
By placing a pre-order, you acknowledge the stated lead time applicable to that product.
Contact Customer Support as soon as possible.
We will try to accommodate changes where operationally possible before the order has been processed, produced, or prepared for dispatch. Changes cannot be guaranteed.
Contact Customer Support as soon as possible.
Where an order remains subject to a statutory right of withdrawal and we are able to process the cancellation before dispatch, we may cancel it directly without requiring you first to receive and return the goods.
Where an applicable statutory exception to the right of withdrawal applies, cancellation may not be available.
Please consult the relevant product information and our Terms and Conditions of Sale.
Orders are dispatched from our fulfillment facilities in Harjumaa, Estonia.
Phaedra Botanicals ships throughout the EU and internationally to destinations currently supported by our courier partners.
If your destination does not appear at checkout, please contact [email protected] for assistance.
We may be unable to ship to particular countries or territories where courier services are unavailable, suspended, restricted, or where transportation cannot reasonably or lawfully be provided.
Shipping Options & Rates
Available shipping services, rates, and courier partners may change from time to time.
Current shipping options and applicable prices are displayed at checkout.
Domestic shipping within Estonia is currently offered free of charge, subject to the applicable shipping conditions displayed at checkout.
For international orders, shipping costs are calculated according to destination and the selected delivery method.
To preview shipping options and costs, add your desired products to the shopping bag, select View Bag, and use Calculate Shipping.
Select your destination country and update the shipping calculation to see the currently available delivery methods, shipping prices, and any applicable free-shipping threshold.
Delivery Times
Delivery times vary according to destination, courier, service selected, and circumstances affecting transportation.
Where available, express courier services generally provide the fastest delivery option.
Any delivery timeframe displayed on our website or by a courier is an estimate unless expressly stated otherwise.
Delivery may take longer because of customs clearance, import procedures, courier disruptions, public holidays, weather, or other circumstances outside our reasonable control.
Once your order has been dispatched, you will receive tracking information where available.
Customs, Duties, and Import Regulations
Orders shipped outside the European Union may be subject to customs duties, import taxes, brokerage fees, handling fees, or other charges imposed by the destination country.
Unless expressly stated otherwise, these charges are the responsibility of the recipient.
Customs authorities may inspect parcels, request additional information, or delay clearance.
Because import rules, thresholds, tariffs, and procedures vary between jurisdictions and may change, Customers are responsible for checking applicable import requirements where necessary.
Delivery Disruptions
Although we aim to dispatch and deliver orders efficiently, production and transportation may occasionally be affected by events outside our reasonable control, including courier or supplier disruption, industrial action, severe weather, natural events, customs procedures, governmental measures, shortages, or transportation restrictions.
Our responsibility for delays and events outside our reasonable control is governed by our Terms and Conditions of Sale and applicable mandatory law.
Delivery Terms (Non-EU Orders)
Unless expressly stated otherwise, non-EU shipments are supplied on a DAP (Delivered At Place) basis.
Under DAP, the recipient is responsible for import clearance and applicable local import duties, taxes, brokerage fees, handling fees, and related charges.
If the recipient refuses delivery or fails to complete customs clearance, the shipment may be returned.
Where a refund is otherwise due, PB may deduct actual, reasonable, and non-recoverable costs incurred as a direct result of the failed delivery, to the extent permitted by applicable law and our Terms and Conditions of Sale.
Such costs may include outbound shipping, return transportation, customs duties or charges assessed against PB, brokerage fees, carrier handling or storage charges, and other costs directly resulting from the failed delivery.
For the complete contractual provisions governing shipping, delivery, customs, risk, returns, and refunds, please consult our Legal Area.
Last amended: 11 September 2026