FAQ
Orders
What is the status of my order?
We have you covered! We will email you as items in your order ship, or if there are updates on the status of your order. You can find the tracking number for your parcel in those emails.
My discount code is not working, what do I do?
We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in when checking out to utilize the discount code.
Can I use multiple promo codes/coupons on my order?
Promo codes can only be used once per purchase unless stated otherwise. You are eligible to use only one promo code per order.
I have a gift card. Can I use that online?
You can, but to do so, you will need to enter the coupon code before checkout. The credit will be deducted from your order sum.
What size should I buy?
In general, it is best to start with your regular size and/or use the documents attached to each product for guidance. If you’re not sure which size will work best for you, send us an email for additional advice. If it doesn’t work fit the first time we will be more than happy to exchange the product if have it in stock.
Can I make changes to my order before it ships?
Orders can be changed within 2 hours after payment is received.
When will my order be shipped?
Orders usually ship within 1-3 days after payment is received.
Where can I find my order history?
You can find your order history by accessing your account. If you previously ordered as a guest the order history is not saved on your webpage, but you can check your email for previous order confirmations.
Delivery
Do you ship to my country?
Yes, we ship both locally and worldwide.How long does it take for an order to get to my country?
From order payment to order fulfillment it usually takes from 1 - 3 days and after that additional shipping times between 2 and 5 business days.
What should I do if my order hasn't been delivered yet?
You can check how far the order is with our shipping provider by inputting the tracking code on their website.
Can I have my parcel redirected to a different address?
If you contact us within 2 days of ordering, the delivery address can be changed by us. Once you receive the message that your parcel is on the way, you need to sort out the redirection with our shipping provider.
Does my shipping charge include any import fees, such as duties or customs?
All orders from outside the EU may be subject to import duties and taxes, which must be paid upon the shipment's arrival and are not included in the shipping costs. Customs costs vary from country to country and if the buyer needs detailed information on customs costs, the seller will refer him to the local customs office.
My order contains embroidery. When will it ship?
Many of our business partners choose custom embroidery and we value the opportunity to place the finishing touches on your garment(s). However, this process does require some extra time. We kindly ask you to allow up to 10-15 business days for processing prior to shipping. The exact processing time will vary based on the time of year, current trends, and order queue.
For EU: your entire order will ship following the processing of any custom items. Should your order contain any back-ordered items, those will ship separately once they are available. There is no separate charge for shipping back-ordered items.
For international: any back-ordered items will prevent the order from being partially shipped. In an effort to keep shipping costs as low as possible, international orders with embroidery will be shipped only when the entire order is completed.
Payment
What type of payments do you accept?
We accept:1. Master Card
2. Visa
3. Discover in Diners
4. American Express
5. China UnionPay
6. Japan Credit Bureau (JCB)
7. PayPal
8. For companies, we offer payments via Proforma Invoice
9. For local orders in Slovenia we offer payment at delivery (COD)
Returns and refunds
Can I return or change the product that was custom-made for me?
No, custom-made products cannot be returned and are also not eligible for a refund.
Can I return or exchange an item I bought on sale?
Yes, you can return items bought on sale, if you do so within 14 days from purchase.
Can I return the product and get another if the ordered size doesn’t fit me?
Yes. If the received size is not right, send us an email to info@pharsol.com and let us know what size would be right for you and we will make a change.
How can I make a return?
If you decide to return the purchased products, send us an email at info@pharsol.com and send your items to our branch in Ljubljana, Slovenia:
Pharsol d.o.o.
Stegne 33
1000 Ljubljana
Slovenia
Contact: +386 41 711 754
Pharsol d.o.o.
Stegne 33
1000 Ljubljana
Slovenia
Contact: +386 41 711 754
How long does it take to get my refund?
The refund shall be performed by the company immediately or no later than 14 days of receiving the notice of withdrawal from the contract.
The company may withhold the refund of received payments until the goods are returned or until the consumer provides proof that the goods have been sent back. Shipping costs for the returned goods are non-refundable and the cost will not be included in the refund.
What are the time limits for returns?
The consumer must immediately or no later than 14 days after the notification that they withdraw from the order and return the goods to the company at the address of our warehouse: Pharsol d.o.o., Stegne 33, 1000 Ljubljana, Slovenia. The consumer is considered to have returned the goods on time if he sends them before the expiry of the 14-day return period (it needs to be postmarked within these 14 days).
The only cost borne by the buyer in connection with the withdrawal from the order is the direct cost of returning the goods. When returning the goods, the consumer also sends the invoice for the goods and personal data and a bank account to which he wishes to receive the returned payment.
My order was delivered, but the embroidery is incorrect. How do we fix this?
We sincerely apologize that this has happened! We hold extremely high-quality standards in our embroidery studio, and always strive to fulfill our business partner’s wishes . While rare, errors do happen; however, we will always make it right for you. Please email us at info@pharsol.com with your order number and a few photos of the error. We will be happy to send you a replacement with the correct embroidery.
User / My Account
Why should I create an account?
Creating an account enables you to manage your orders, your personal information, your credit and gift cards and your loyalty program points (Bricks).
Can I order without an account?
You can choose whether you’d like to make an account or not. Having an account makes it easier to follow up on any completed orders as well as makes future orders easier.
I forgot my password.
If you’ve forgotten your password, you can reset it.
Why do I have to fill out my phone number?
We use your phone number if there are any questions regarding your order. Also, your number may be used by the delivery company to reach you.
What are your normal opening hours?
You can contact us 24/7 and we will get back to you as soon as possible.
Who can I contact if I have questions?
You can always contact us via the contact form at the bottom of this page, send an email to info@pharsol.com, or call +386 41 711 754.
Products and Stock
How do I know if the selected item is in stock?
All the items that you can order are in stock. Products that are out of stock can not be ordered through our website. If you want to know when the product will be back in stock, send an email to info@pharsol.com or call +386 41 711 754.
Can I create a backorder for items that are not in stock at the moment?
Sure, send an email to info@pharsol.com and we will create a backorder and let you know when you can expect your package.
What if I can’t find my clothing size in the shop?
You can always contact us and we will see what we can do.