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FREQUENTLY ASKED QUESTIONS


ORDER & DELIVERY

CAN I CHANGE MY ORDER?

Once the order is submitted, we are unable to change your ordered products or the quantity selected. In this situation, we recommend you to contact us and cancel the incorrect order. Thereafter, we recommend you place a new order on our website.


CAN I CHANGE MY DELIVERY ADDRESS?

You may contact us at [email protected] and we will do our best to provide support if you wish to change your delivery address after the order is submitted. We will try our best to contact our courier partners to request a change of delivery address if the product has already been shipped.

When requesting for an address change, we will need  the following information: 

(i) First and last name

(ii) New delivery address

(iii) Phone number

(iv) Order number

Kindly note that this process may delay the delivery time and Philip Phantom is not responsible for any delay in delivery due to an address change requested by the customer. 


CAN I CANCEL MY ORDER?

Upon your payment verified FREE cancellations are still allowed for, so long as the order has not been dispatched. You may contact us if you wish to cancel your order and we will proceed with the cancellation upon request. You will be contacted once the cancellation is confirmed and your refund process will be processed within a week of business work days. Please note that cancellation is not permitted after the order has been dispatched.  


WHEN WILL I RECEIVE MY ORDER?

Once your order is successfully submitted, we will processes your order the following business day. Once your order is on its way, you will receive an email notification containing your tracking information. Please note that the delivery time are estimates and may vary depending on circumstances like distance, local holidays, and any other external factors outside of Philip Phantom & our courier partner’s control.

We are always aim to ensure that you can receive your order on time and as quickly as possible within the timeline we promised. But we acknowledge that the unforeseeable is inevitable such as extreme weather conditions and technical failures, are bound to occasionally cause delays. And we ask for your patience and understanding when unforeseen circumstances happened.

Additionally, please note that delivery times may be longer than usual during our promotional campaigns.


WHY WAS MY ORDER CANCELLED?

If your order was unexpectedly cancelled, chances are there may be technical issue out of Philip Phantom's control such as connection or traffic, or our fraud filter marked your order as fraudulent. If your payment hasn't been process you may order again or contact us for more information at [email protected]


CAN I CHECK MY ORDER STATUS?

Please email us if you have any questions on your order status. Alternatively, you may check your delivery status if you already have a tracking number as our courier partners will be able to provide more accurate information regarding the status of your delivery order.


CAN I KNOW MORE ABOUT THE DELIVERY PROCESS?

Worldwide deliveries are made in cooperation with our courier partners & the respective local country delivery partners. Customers may cancel orders before the orders are dispatched. However cancellations will not be accepted if our courier has already proceeded with order shipment. In cases where there is a delay and you may not have received your order in the estimated time, you may email us at [email protected] for our Customer Service to assist in tracking your delivery order.  


DO YOU SHIP TO MY COUNTRY?

We are strive to provide world-wide shipping, but please note there may be additional regions, countries, or cities that our courier service is unable to deliver to. Feel free to contact us for more information regarding the shipping availability to your country or your local delivery company.


WILL I HAVE TO PAY TAXES & DUTIES?

You may have to pay and are not limited to VAT, import duties or other taxes, which might be collected by our partner courier upon delivery depends on your country. And please note that Philip Phantom cannot advise exact amount you will need to pay. For more information on additional taxes and charges collected by your local parties, we recommend contacting your local authority or local customs office. 


WHAT DO I DO WHEN I HAVE RECEIVED THE WRONG PRODUCT?

If you received your package and it is not what you ordered, please contact us immediately and provide us with the picture of the item(s) you received together with the delivery note (Please make sure that the details are clear and visible) so we can correct our mistake as quickly as possible.


IS MY PAYMENT INFORMATION SAFE?

Your transaction and payment details are handled with secure encryption under strict banking standards. And your credit card details are sent directly to the bank and cannot be accessed by any other parties.

 

CAN YOU REMOVE THE INVOICE FROM THE PACKAGE IF I WANT TO SEND AS GIFT?

All of our invoice will be send to you via email after you made payment. An itemized delivery note is included with all of our orders and this document does not include any pricing information. We recommended you hold onto this as the slip contains information if an item needs to be returned or be processed for warranty.


WATCH SPECIFICATIONS & WARRANTY

WHAT MOVEMENT IS USED?

All of Philip Phantom watches are designed and made using Japanese Miyota 8215 Automatic Movement rather than Quartz Movement. With this said, automatic has a far more impressive craftsmanship, design, features, and durability. That's one of the reason why our watches took longer time to designed & made as we don't want to look past any detail and quality.


IS IT WATERPROOF?

Most of Philip Phantom watches have a minimum of water resistance of 3 ATM. Please avoid all contact with water as it is not 100% waterproof and water damage is not covered under warranty.


WHAT IS THE GLASS CASE MADE OF?

We are using quality glass made of hardened mineral crystal for all of our watches.


WHAT TYPE OF STRAP IS USED?

We are using genuine cow-hide leather for leather strap and high quality stainless steel for mesh strap. 


WHAT TYPE OF BATTERY IS USED?

Automatic Movement don't require a battery to work. Instead of using a battery, automatic watches generate their own power by using the kinetic energy generated by your movement. Therefore it is more durable and long lasting than Quartz Movement.


IS THERE ANY WARRANTY?

Philip Phantom has a limited warranty that covers manufacturer's defects for ONE year after the original purchase date from an authorized dealer. If the watch parts or mechanics don't work properly and it's our fault after the inspection, we will REPLACE the product for FREE. However, this does not cover any abuse you might put your watch through on your own such as water damage, normal wear and tear, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests.



HAVE MORE QUESTIONS?

If you have any questions relating to your orders, deliveries or products feel free to contact us at: [email protected]


Last Updated: 01 October 2020


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