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    Monday-Friday: 8 am – 6 pm CET

    Customer Care

    Questions, support, feedback — we’re here for it all.

Reach our customer care team

Our Customer Care Team is focused on finding the best possible solution to your concern! For questions regarding your order, our shop, product availability, product features or anything else, please do not hesitate to contact us. We will answer your questions as soon as possible!

Need Customer Support Now? Please Call Us!

If you need immediate support for urgent or time-sensitive issues or questions, please call our customer support team. This allows us to help you quickly and effectively via phone.

Monday-Friday: 8 am – 6 pm CET

For all other inquiries or questions, feel free to contact us via email at any time and we will be sure to get back to you as soon as we can.

Toll-free number

Now ready for you – our toll free phone number for the following countries: 

UK, USA, Germany, Switzerland, France, Austria, Italy, Spain, Canada, Netherlands and Australia

00 800 1618 0000

International number

Furthermore, you can reach us on our international phone number, which is open to you worldwide.

+43 1 375 1618 1618


If you prefer writing, need to send any documents or live in a different time zone, you can also reach us via email:


Here you will find the most frequently asked questions. Click on the topic that interests you to go directly to the answers.

Order Process





Order Process

How can I purchase PhiProducts?

We are very happy that you are interested in Phishop products. It’s easy! Our shopping experience is designed to be user-friendly. All you have to do is order our products through our online shop ( or through our PhiShop App.

We offer credit card, Paypal, Klarna, Google Pay, Apple Pay or bank transfer as payment methods. We ship worldwide exclusively to professionals, i.e., business customers. Please contact customs in your country to find out if you can import your chosen products if you are outside of the EU. Custom charges as well as additional fees are not included in the shipping costs. Your trust in our products is our priority so we thank you for choosing PhiShop. 

Our aim is providing you with the most pleasant shopping experience. Do you need assistance while shopping? Let us know via email or phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618)

Do I have to create an account to shop?

Not necessarily, but creating an account offers several benefits, such as a view of your order history / status. You can also save your shipping and billing information for a quicker checkout experience. 

Furthermore, you can reorder previous purchases, save and change the payment method for unpaid orders or create your wishlists. You can also purchase any special category products (e.g. PhiRemoval) or our SUPER pigments for an Artist price.

Open an account with us today and enjoy all these benefits and more: Official PhiShop Nevertheless, you can also checkout as a guest, but will not be able to take advantage of the above mentioned benefits.

Do I need to be a PhiArtist to purchase products?

No, you do not need to be an PhiArtist to place an order on our online shop.

We welcome all business customers with a valid business license. To buy products from the PhiRemoval range or qualify for the PhiArtist price for SUPER pigments, you need special education from PhiAcademy. You must take the relevant course and upload your certificate or logo to your PhiShop profile to purchase a special category product: Certificate Upload

You can find PhiRemoval and PhiBrows courses on the official PhiAcademy website:

I am having trouble signing into my account.

We are sorry you are having issues with your PhiShop profile. If you received a message that says, “Could not find an account that matches the given credentials.”, this means your email address/password was not recognized by our system or you did not create a profile yet. No worries, this can quickly be fixed.

  • Please make sure that you are registered with us. You can create an account directly on PhiShop (Official PhiShop). 
  • Please double-check to see if you are using the same email address and password you registered with. 
  • If you cannot remember your password, you can request a password reset, click on the “I have forgotten my password” button. An email containing a link to set a new password will be sent to your email address. Make sure to check your junk / spam folder as well. 
  • Sometimes, browser caches can cause login issues. Try clearing your browser cache and cookies, and then attempt to log in again. 
  • If none of these steps resolve your issue, please contact our customer support team ( for further assistance. We will be happy to help you.

How can I check the order status without an account?

It’s simple as all order updates, including confirmation and shipping emails, will be sent to the email address and telephone number provided by you when placing the order. 

Our team (, toll-free 00 800 1618 0000 / international +43 1 375 1618 1618) is happy to help and check the status of your order. 

Please tell us order number, and we will check the status of your order for you. Thank you for choosing our online shop for your business.

Can I change my order after I have placed it?

Yes, if your order has not been processed or shipped, we can make changes for you. However, if your order has already been processed and shipped, it is beyond our control to make any modifications. If you have any requests regarding your order, kindly reach out to our PhiShop customer care team at the earliest. We will help to find a solution.

We also recommend contacting our customer care team before placing an order to answer any questions you may have about our products, shipping policies, payment options, or any other concerns.

We are available by phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618), email (, or live chat, which you will find directly on our website. We strive to provide fast and friendly service to assist you in any way we can.

Can I change the billing or shipping address of my order?

Yes, you may be able to change the billing or shipping address of your order depending on the stage of the order processing. In this case, please contact us and we can change the address of your order, if the order has not been processed or shipped yet.

However, once your order has been shipped, we are unable to amend the shipping address. You can request a redirection by contacting DHL Express directly. Please note that any changes to the shipping address may delay the delivery of your order.

Nevertheless, should you need your billing address to be corrected, please send the full details to directly. Please note that once an order has been processed through customs an amendment is no longer possible.


Which payment methods can I choose from?

We accept credit card (VISA, Mastercard, AMEX, Cartes Bancaires/Cartes-Bleue, Discover & Diners Club International), Paypal, bank transfer, Apple Pay, Google Pay and Klarna.

In addition, we also offer installment payment in certain countries through Klarna or Paypal. Klarna currently supports installment payments for customers in countries that use Euro as their currency. These countries include Austria, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, and Spain.

Please note that if you choose bank transfer, your bank may charge fees for international transactions. All bank charges and fees are to be covered by you.

To process your order as quickly as possible, please make sure to include your order number as the payment reference when making the transfer. Once we receive your payment, we'll send out your parcel right away.

Can I shop tax-free?

Yes, you can shop tax-free.

Customers within the EU
We recommend registering on PhiShop and entering your VAT ID number in your profile before placing an order so all of your future orders are VAT-free. However, you can also place a VAT-free order as a guest. If you do not have a valid VAT ID number, we are obliged to add VAT based on your destination country located in the European Union. This amount will appear at check out. You can also send your business license and VAT ID number to and it will be saved in your profile.

Customers outside of the EU
Taxes will not be added at checkout. All prices on our website are net. Nevertheless, custom fees may occur in your destination country. Please feel free to add your tax identification number in your profile if you wish to find it on your invoice.

Exception: All our Austrian customers must pay 20% VAT. The Austrian tax authority can be contacted to recover this amount.

My VAT number is not valid. What can I do?

Please make sure your VAT number is valid within the EU. You can check the validity via the following link: Vies on-the-Web - European Commission. If it is not valid, it cannot be applied.

Please enter your VAT number with the abbreviation of your country (for example: DE for Germany, ES for Spain, FR for France, IT for Italy etc.) followed by the number. Make sure you have removed all spaces as well as special characters.

In case your VAT number is invalid, you may get in touch with your tax consultant for assistance. Should you still need further assistance our team is happy to help you. Please contact us via email:, chat or phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618).

I have a voucher. How can I use it?

Please login to your PhiShop profile: PhiShop Account Login before you place the order with the coupon code. The coupon field can be found below all products in your cart.

The amount will be deducted before checking out once you apply the coupon code by typing in the code and clicking on the checkbox.

Please note that vouchers cannot be combined.

Will I be charged international bank fees?

Unfortunately, this can be the case. By placing an order, the total amount will be deducted in Euros. Just a heads up, your bank may charge additional fees for international transactions.

We suggest reaching out to your bank for more information on any additional charges, as well as the current exchange rate.

Please note that all bank charges and fees are your responsibility, as we are unfortunately unable to cover these costs for you.

It looks like you charged me twice for my order, what should I do?

Do not worry if your credit card was declined when you first tried to place your order, you will see a pending transaction in your account. We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Please contact your bank after a few business days to confirm you have received your funds back. If you are unsure and prefer to doublecheck, you can also contact our team and we will find out if we received more than one payment.


Do you ship to my country?

We ship worldwide. However, there are sadly some exceptions: Armenia, Iran, Russia and Ukraine.

Nevertheless, please make sure you can import our goods before placing an order. Please contact and we will send you our MSDS (Material Safety Datasheet), the customs code as well as all needed information, which will help you to find out if you can import your chosen products.

Unfortunately, there are exceptions and some products cannot be shipped worldwide:
Australia: Microneedling products, Phi-Ion Pro
Austria: PhiRemoval products, Phi-Ion Pro, PhiHenna (black, medium brown), PhiLaser Type 2.0
Canada: PhiRemoval products, Phi-Ion Pro, PhiLaser Type 2.0
Spain: all pigments
USA: Phi-Ion Pro, PhiLaser Type 2.0

How are shipping rates calculated?

The shipping costs are calculated automatically before check out and depend on the weight of your parcel and its destination. Please note that this amount does not include any duty charges or additional import fees.

In addition, there are different shipping options available which will determine shipping costs.
DHL Express is the standard shipping service.

DHL Economy is a service available in select countries in Europe: BE, BG, CH, DE, DK, EE, FI, FR, GB, GR, IE, IT, HR, LV, LI, LT, LU, MC, NL, NO, PL, PT, RO, SM, SE, SK, SI, ES, CZ, HU, VA.

Will there be custom fees applied?

Unfortunately, this can happen. All international orders (outside of the EU) are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order and are based on product value.

These fees are not included in your order and/or shipping total. You will be contacted by customs or DHL Express directly if you need to pay customs.

When will my order be shipped?

Thank you for choosing the official Phishop. Usually, we ship our products within 1 or 2 business days after receiving the payment. Business days do not include weekends or holidays.

Please keep in mind that if you choose prepayment (bank transfer) as the payment method, it might take a few business days until we receive the payment therefore your order might be delayed.

We appreciate your understanding if there is a delay in processing orders during our new product launches. Our PhiShop team is doing our best to complete your order as quickly as possible. Once your PhiShop order has been shipped, your shipping confirmation including your tracking number will be sent to your email address.

Additionally, we would like to inform you that we may make partial deliveries once a product is out of stock. Do not worry, the product will be shipped automatically as soon as it is back in stock. This is a measure we take to ensure that you receive your products as soon as possible.

When can I expect my order to arrive?

You will receive it quickly as we ship with DHL Express. Once your PhiShop order is shipped, you can expect it within 1-2 business days within the EU and 2-3 business days outside of the EU.

DHL Economy is selected as the shipping method for select countries in the EU, you can expect your order to arrive 3-5 business days after being shipped. 

Please be advised that a shipping delay may occur due to customs processing. Unfortunately, this is out of our control, but our PhiShop team will do our best to help you if you face any issues.

Nevertheless, please note that DHL Express does not offer shipping to a variety of countries. In this case we ship your parcel with another carrier, which may take significantly longer.

You can track your order on these sites
DHL Express:
Various carriers:

My package says delivered, but I did not receive it.

We sincerely apologize for this inconvenience. First, we recommend contacting the carrier (DHL Express) in order to receive detailed information about the delivery. Please also ask your neighbours if they accepted the package for you.

Our team can take further steps to help you if you need assistance (email, toll-free phone number 00 800 1618 0000 / international phone number +43 1 375 1618 1618). As we take such matters seriously, our PhiShop team will do our best to resolve this issue for you as soon as possible.

I did not receive my parcel, what should I do?

We're sorry to hear that you haven't received your parcel yet. We recommend tracking your parcel and contacting the responsible carrier, as they will be able to tell you where your parcel is located. As all international orders (outside of the EU) are subject to customs and duty fees, your parcel may be under processing by customs.

If you did not receive your tracking information, please check your spam folder first or contact Our team is happy to assist you and will send you the tracking information.

Shipment tracking links:
DHL Express:
Various carriers:

Unfortunately, it may happen that the package will be reported as lost. In this case, please stay in touch with the carrier and contact us within 8 days from receipt of notification regarding the accidental loss, so we can immediately contact the carrier as well.


Can I cancel my order?

Certainly! If you would like to cancel your order, we can accommodate your request as long as the order has not been processed. However, once an order has been processed, it cannot be canceled or modified.

We strive to process and ship our PhiShop orders as quickly as possible to ensure timely delivery to you, this is why we need to limit cancellations. We understand that not offering a cancellation policy may be an inconvenience, but we hope that our business customers understand our commitment to providing fast and efficient service.

Please don't hesitate to contact our PhiShop team if you have any inquiries about your order. Our PhiShop customer care team will do our best to address any issues you may have.

Can I return or exchange my order?

Yes, you can return or exchange your order, provided that the products are unopened and undamaged. Please note that we can only accept returns and exchanges within 14 days from the day of delivery.

We recommend that you contact our PhiShop customer care team as soon as possible to initiate the process. In this case all expenses need to be borne by the customer.

You can also contact our PhiShop customer service team ( if you need assistance during the order process or if you have any questions in order to purchase the correct product for your salon.

Something is missing from my order, what should I do?

We are very sorry to hear that your recent order was missing an item and we understand how frustrating this can be. We take pride in our attention to detail, and we are disappointed that we fell short in this instance.

If we made a mistake, we will send out the missing product right away. If your package was damaged or open, please contact us ( within 8 days of delivery with the invoice/order number and a picture of the outer box so we can make further investigations.

My product arrived broken, what should I do?

We are extremely sorry to hear that your recent order arrived defective. We understand how inconvenient this can be and we want to assure you that this is not the kind of experience we want any of our PhiShop customers to have.

We want to assure you that we prioritize the quality of our PhiShop packaging process. We take great care and attention to detail when packing all orders. We always investigate how this can happen and are taking the necessary steps to resolve any issues.

Please send an email to with your order number and a picture/video that shows the fault of the item you received. If the package shows external damage, please send us a picture, and contact DHL Express as well.

Please contact our PhiShop Customer Care team within 8 days from the date of receipt of the damaged product(s) or from receipt of notification regarding the accidental loss in order to process your request.

I received a product that does not meet PhiAcademy’s high quality standards. What should I do?

We are very sorry to hear that you are not satisfied with your purchase. If you have received a product from PhiAcademy that doesn't meet our high-quality standards, please contact us and provide us with a reason for your dissatisfaction so we can find the best solution for you (removal of defect, exchange, price reduction or refund).

Please contact us via, toll-free 00 800 1618 0000 / international +43 1 375 1618 1618.

PhiAcademy always strives to offer the highest quality products, so we are sorry to learn that you have received a product that does not meet our quality standard. To help resolve the issue, please send an email including the order number, description of the issue as well as a video or picture displaying the error. PhiShop's top priority is to ensure your satisfaction, and we're committed to finding a solution for you.

I am not satisfied with my purchase and do not want to give a reason.

We are all human and we understand that sometimes customers may want to return products without giving a reason, and we respect that. If you don't want to explain why you are not satisfied, please refrain from using the mentioned product(s) and contact us for a solution.

For our loyal and valued customers, we have a no-questions-asked policy. If you have been shopping with us for a while, we will happily exchange or refund your purchase without any hassle.

I received the wrong item, what should I do?

We are very sorry for the mix-up!

Our PhiShop customer care team will do our best to solve the issue as soon as possible for you. Please send an email to with a picture of what you have received and the invoice/order number. You can also reach us by phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618).

We value your trust in PhiAcademy and will do our best to ensure that you are completely satisfied with your PhiShop purchase.

I have a problem with my machine. What should I do?

Please stop using your machine immediately and rest assured that we will do everything in power to resolve any issue for you. We understand the importance of having a reliable machine and therefore strive to provide you with the quickest service possible.

As a first step, our team offers a remote diagnosis service. If the issue cannot be resolved remotely, we also offer repair services. Our team of experienced technicians will diagnose the issue with your machine and repair it on site.

To initiate our remote diagnosis service, please write an email with your order number to and explain the problem you are experiencing with the machine. You can also call us (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618). We kindly ask you to attach a video or pictures showing the problem, so that we can identify and solve it as efficiently as possible.

Once we receive the detailed information, we will be able to provide you with further instructions regarding your machine. We aim to resolve all machine issues as quickly as possible, but the resolution time may vary depending on the specific situation. We will update you on the status of the repair process regularly.

Simplicity, PhiIon Pro: 1 year
Zen machine, PhiLaser Type R 2.0: 2 years

You can find further information regarding the warranty in our GTC’s under point 11: Terms & Conditions

My machine's warranty has expired, and my machine is defective. What should I do?

Do not worry! We offer a repair service for all our customers. If your machine is out of warranty we can offer you a fee-based repair.

For further information please contact our PhiShop customer care team. We are available via email ( or phone ( toll-free 00 800 1618 0000 / international +43 1 375 1618 1618).

I am not satisfied with a delivery from an official reseller or a product in a kit from a PhiAcademy course. What should I do?

We are very sorry that you are not satisfied with your product(s). If you bought the product from a third-party seller, please contact the Phiseller or master directly to report the issue.

If the Phiseller is unresponsive or unable to help, please contact our PhiShop customer service team and we will help to find a solution for you.


I have a question regarding the use of a specific product. Who can assist me?

We will happily answer any questions regarding our products. Our PhiShop team is dedicated to providing excellent customer service and helping you find the right product for your treatments.

You can get in touch with us through email (, chat, or phone (toll-free 00 800 1618 0000 / international +43 1 375 1618 1618)

My client might be allergic to your products. What can I do?

We understand your concern and take allergies very seriously. Our products have full ingredient listings available so that you can review them together with your client before using. If you have any questions about PhiShop product ingredients, feel free to send an email to and we will provide you with all necessary documents and information. 

To minimize the risk of an allergic reaction, we suggest performing a patch test (
Phi Patch Test 10/1) before every treatment. We advise reading and following the instructions on our product labels carefully to ensure the product is being used appropriately.

Do you offer a rewards/loyalty program?

Yes, we offer an affiliate program that rewards you for promoting our products. Joining our affiliate program is easy. Simply visit our Affiliate webpage and follow the instructions to sign up.

Once you're approved, you'll receive commissions on any sales made through your unique affiliate link.

How can I reach the service center?

Our service center located in Austria will help with any inquiry.

You can reach our PhiShop customer care team between Monday and Friday from 8 am to 6 pm (CET), except on public holidays.

If you are calling from one of the following countries: CH, FR, IT, DE, ES, AT, NL, USA, AU, CA, or UK, please dial our toll-free number 00 800 1618 000.

All other international callers can reach us under +43 1 375 1618 1618.

If you prefer writing an email please send it to or chat with us on our website. Our PhiShop customer service team is dedicated to providing a positive experience with our products and services