FAQ

For PHAX it is very important to provide a quick, complete and timely response to your requests, concerns and / or requirements, that's why we set our customer service line 310 4603058 (available from Monday to Friday from 8:00 am to 5:00 p.m. : 00 pm and Saturdays from 9:00 am to 1:00 pm) and the mail ola@phax.com.co at your disposal.


How to buy at PHAX.com?

Buying at www.phax.com.co is very easy, follow these steps:

  • To search for the product you want to buy, browse through the categories in our menu or use the search bar.
  • When you have chosen the product, select the color, size, quantity and add it to your shopping bag by clicking on the "Buy" button.
  • Once the product is added, you can continue browsing and adding the products you want to your bag.
  • When you have added all the products you are going to buy, go to your bag where you will find them, verify that they are the ones you chose and click "Pay".
  • Diligence your personal data and location data for delivery.
  • Choose the payment method you want. You can choose Credit Card, PSE (debit card, savings account or checking account) and COD (Cash on Delivery).
  • Check the confirmation message of your purchase and wait for the confirmation email.
  • Receive your order at the door of your house.

  • If you have any questions, you can contact our customer service line or through our email ola@phax.com.co.

What to do if you did not receive confirmation mail of the transaction?


You can request it by communicating directly with the customer service line or through our email ola@phax.com.co


Do I need to register or create an account to make a purchase?


It is not necessary to create an account, just enter your personal information when making the payment.


What are the means of payment you can use in the online store?


You can pay by credit card, PSE (savings account or checking account), or COD (Cash on Delivery).


How does COD (Cash on Delivery) work?


It gives you the possibility to pay your order when you receive it at the registered address. Payment can be made in cash or by credit card (debit or credit) directly to the carrier.


You cannot finish the purchase with your card in the online store. Why?


Before finishing the purchase, make sure you have entered all your credit card information correctly (cardholder name, card number, expiration date and security code). In case you make the payment with PSE, make sure you have the necessary permissions to make online purchases through an account (to consult the permissions, you must contact your bank).


How to use a discount coupon?


If you have a discount voucher, you must follow the above mentioned purchase steps. When making the payment, enter the code in the field that says "Discount voucher" and the amount established in the total value of the purchase will automatically be deducted.


Do the prices include VAT?


All products value already have the VAT value included.


Is it safe to purchase at www.phax.com.co?


Buying at www.phax.com.co is safe. Our e-commerce platform and our payment partner PlaceToPay are PCI DSS certified for the safe handling of credit card information and personal data. Additionally, in our privacy policy you can consult the management of your personal data, for more information click here.


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How to make wholesale purchases?

Contact the customer service line or through our email ola@phax.com.co to assign a commercial advisor who will personally answer your request.


Is it possible to make an exchange in a physical store of a product purchased online?

If possible, contact customer service line or through our email ola@phax.com.co to coordinate the product availability in a store and the exchange.


SHIPPING AND DELIVERY


What is the shipping time and cost?


Shipping is free for purchases equal to or greater than eighty-nine thousand pesos ($ 89,000) in our online store. For lower purchases you can check the shipping rates when you enter your purchases in the bag. We ship throughout Colombia. The delivery time is between 3 and 10 business days depending on the city receiving the order.


How to track your order?


To follow up on your order, access the "My Account" menu or communicate through the different Customer Service channels.


How to proceed if you want to change the delivery address or made an error when making the purchase?


You must report the case or the new address through our Customer Service line or through our email ola@phax.com.co.


What to do if you were not at the delivery address when your order arrived?


If you are not ready to receive your order, the carrier can leave your product with any person of legal age who is in the registered address at the time of purchase. If there is no one to receive the order, a new delivery attempt will be made the next business day. The conveyor will make up to three delivery attempts and if it can not deliver the order it will be returned to our warehouse.


What do you do if you receive a different product than the one you ordered?


If you do not receive the product you ordered (in reference, size or color), please contact the customer service line or through our email ola@phax.com.co. We will manage the return of your product and we will exchange it for the correct one. Remember that the change under this concept has no additional cost.


Where can you communicate if the order takes longer than usual?


You can contact Customer Service or send us an email at email ola@phax.com.co.


RETURNS & EXCHANGES


How much time do you have to return or exchange a product?


To make the exchange through our virtual store, you have up to 10 days after your purchase, to exercise the right of withdrawal. To receive your money back, you have up to 5 business days after the delivery of the product.


What should you do to change or return a product?


Within 12 days after receiving the product, you must contact the customer service line or through our email ola@phax.com.co. You can request the exchange of your product according to the terms established in our changes policy. You can check it here.


Can you request a refund of your order?


In accordance with the right of withdrawal enshrined by 1480 law of 2011 art. 47, the maximum term to exercise this right is 5 working days from the delivery of the product. The product must be returned in the same condition in which you received it. The transportation costs and others, incurred in the return will be assumed by you.


To manage the return of your product you must contact the customer service line 310 4603058 (available from Monday to Friday from 8:00 am to 5:00 pm and Saturdays from 9:00 am to 1:00 pm) or through our mail ola@phax.com.co.


If you want to exchange your product for another and the one you want costs less, we will refund your money?


You can exchange it for another product and the surplus value will be reimbursed through a purchase voucher so that you can redeem it in future purchases.


What is the bonus validity?


The bonus will be valid for 60 days after issued.


PAYMENT METHODS


What is Place to Pay? Place to Pay is the electronic payment platform used by PHAX to process online transactions generated in the virtual store with payment methods enabled for this purpose.


How can I pay? In PHAX virtual store, you can make your payment with the means enabled for this purpose. You can pay through PSE (debits from savings accounts and current accounts in Colombia), Visa, MasterCard, American Express, Credential and Diners credit cards; Tarjeta Éxito, Alkosto Card. You can pay in cash (Caja de Almacenes Éxito, Carulla, Surtimax and Super Inter)


Is it safe to enter my banking information on this website? To protect your data, PHAX delegates Place to Pay the capture of sensitive information. Our payment platform complies with the highest standards required by the PCI DSS international security standard for credit card transactions. It also has an SSL security certificate issued by GeoTrust, a Verisign company, which guarantees secure communications by encrypting all data to and from the site. This way you can feel safe when entering your card information. During the payment process, the browser shows the name of the authenticated organization, the authority that certifies it, and the address bar changes to green. These features are immediately visible and guarantee  the transaction in Place to Pay. Place to Pay also has the constant monitoring of McAfee Secure and the signature of electronic messages with Certicamara.


Can I make the payment any day and at any time? Yes, at PHAX you can make your purchases online 7 days a week, 24 hours a day, just a click away.


Can I change the payment method? If you have not yet finalized your payment, you can return to the initial step and choose the payment method you prefer. Once the purchase is finished it is not possible to change the payment method


Does paying electronically have any value for me as a buyer? No, electronic payments made through Place to Pay do not generate additional costs for the buyer.


What should I do if my transaction did not end? First, check if an email arrived confirming the transaction to the email account registered at the time of making the payment. If you have not received it, you should contact customer service at ola@phax.com. co or 310 460 30 58 to confirm the status of the transaction.


What should I do if I did not receive proof of payment? For each transaction approved through Place to Pay, you will receive a voucher with the purchase reference at the email address you indicated at the time of payment. If you do not receive it, you can contact customer service at ola@phax.com.co or 310 460 30 58, to request the voucher to the same email address registered at the time of payment.