Sales Policy
CUSTOMER SERVICE
Thank you for visiting byPHELAN. Please let us know if there is anything we can help you with.
Hours: 10am - 6pm EST Monday to Friday Email: chrisann.phelan@gmail.com
SHIPPING
For Domestic Orders (within the USA.):
GROUND SHIPPING –$10.00
UPS 2nd Day Air - $25.00
UPS Next Day Air - $40.00
Upon shipment, UPS Ground can take anywhere from 1 - 5 business days, depending on your proximity to New York City. For time sensitive, guaranteed date delivery, please choose 2nd Day or Next Day service. For Next Business Day delivery, please ensure you place your order before 2pm EST Monday to Friday for delivery on the next business day.
International Rates and Services
UPS Standard (Canada) - $20
UPS Express (Canada) - $40
UPS International Express Saver (All other countries) - $65
Orders shipped UPS Standard to Canada will arrive within 2 - 6 business days.
Orders shipped UPS Worldwide Express will arrive the next business day to Canada, 2 business days to Europe and Latin America, 2-3 business days to Asia.
Restrictions
byPHELAN ships to all 50 states and all countries that are serviced by UPS. Please note: We do not offer Saturday delivery. We do not provide delivery to freight forwarding companies without proof of identification. Unfortunately, our carriers are unable to deliver to APO/FPO addresses or P.O. boxes at this time.
Taxes and Duties
Prices displayed on the byPHELAN website do not include taxes. All items shipped within New York State are subject to sales tax.
For items shipped outside of the United States, please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. Though byPHELAN is sold as components, usually means that the product is duty free, however byPHELAN is unable to estimate international tax and duties. Please refer to your country's local customs authority website for the latest updates on Value Added Tax (VAT) rates, customs tariffs and other fees.
Refused Shipments
PHELAN will not be responsible for any fees charged by customs or other tax authorities. If you refuse any shipments from byPHELAN, you remain responsible for all original shipping charges, duties, taxes, and/or customs incurred on the package (original and return shipments) and the cost of returning the package.
Order Fulfillment
Sole orders are processed pending product availability. Sole orders will generally be fulfilled within 48 hours of receipt. Uppers are handcrafted on order. Please allow 2 – 4 weeks for delivery. Upper/sole combinations orders will be shipped together based on upper order. For orders placed on weekends or holidays, orders will generally begin processing on the next business day.
All items are shipped from New York City.
All orders will receive a tracking number upon shipment of package(s) by email provided in checkout process. Please review your shipping and billing address for accurate fulfillment, as byPHELAN is unable to reroute packages.
RETURNS
Return Policy
We are happy to accept returns on all items (except items marked “Final Sale”) that are returned in perfect condition with original tags; unworn, and unaltered. All items reduced 50% or greater are FINAL SALE, and they cannot be exchanged or refunded.
Domestic Returns
Please request authorization to make a return within 14 days of receiving your order by emailing customerservice@phelan-nyc.com your order number and the items you wish to return. byPHELAN endeavors to respond to return requests within one business day.
If your order is authorized for return, you will receive an email with a pre-paid printable return label to affix to your return package. You may drop off return packages at any UPS location or schedule a pick up by calling 1-800-742-5877.
Returns must be postmarked within 7 days of receipt of authorization and label. Please note, there will be a $10 return fee deducted from refunds on returns not exchanged.
International Returns
Please request authorization to make a return within 14 days of receiving your order by emailing customerservice@phelan-nyc.com with your order number and the items you wish to return. byPHELAN endeavors to respond to return requests within one business day.
If your order is authorized for return, please ship using a carrier of your choice to:
byPHELAN Attn: Returns
776 6th Avenue, 10D
New York, NY 10010
The customer is responsible for incurred shipping charges for international returns. Shipping costs are non-refundable. Please make note of your tracking number. byPHELAN cannot be held responsible for return packages lost, stolen or damaged in transit.
Exchange Policy
byPHELAN gladly accepts items for exchange subject to terms and conditions above and stock availability. To request an exchange, simply email chrisann.phelan@gmail.com or call 917.523.2952 to request a hold on the item you wish to exchange for. Exchange shipping is free for domestic exchanges; byPHELAN will issue a return label for the item(s) you wish to exchange. Refunds for exchanged items will be granted as store credit.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. If your purchase is time-sensitive, we recommend placing a new order for the item you wish to receive.
Refunds
Once we receive your returned merchandise and confirm that its condition is acceptable (e.g., unworn, unaltered, with original tags, packaging, etc.), then we will credit your refund to the purchaser's original credit card or gift card, as appropriate. You will receive an e-mail confirming when the refund is issued.
Please allow up to 2 weeks for your refund to be processed and up to 2 billing cycles for the return to appear on your credit card statement. Please note original shipping costs are NON-REFUNDABLE. Unfortunately on international sales, customs duties and sales taxes are non-refundable, however, you may be able to recover these fees by contacting your local customs bureau.Rules and Restrictions
We are happy to answer any questions related to byPHELAN products but are unable to process any returns, exchanges or refunds for any items purchased from any retailer other than phelan-nyc.com.
All returns must be authorized by byPHELAN. We reserve the right to reject all returns that do not comply with our return policy. If we do accept late returns, the refund will be issued as store credit.
PAYMENT
Payment Methods
We accept Visa, MasterCard, American Express, Discover.
PRODUCT INFORMATION
Pricing
We work hard to maintain accurate pricing on our website, however errors may occasionally occur. In that situation, you will have the option of either canceling that item, or reconfirming your purchase of the item at the correct price. You agree that the risk of loss or damage to products you order from us passes to you on delivery of the products, but title passes once we have received payment in full from you or your authorized agent for the products.
Care and Fit
byPHELAN soles and uppers are sized using US guidelines. If any additional questions arise, please do not hesitate to contact customer service for assistance at 917.523.2952 or chrisann.phelan@gmail.com.
byPHELAN uses fabrics and trims of the highest quality with a consistent attention to detail. Each piece is constructed to last, upholding our tradition of functionality and luxury.