FAQs

Orders

How do I know my order was placed successfully?

After completing your purchase, you should receive an order confirmation by email. If you do not see it, please check your spam or promotions folder. If you still cannot find it, contact us at info@symphena.com.

Can I change or cancel my order?

Contact us as soon as possible at info@symphena.com. We can only guarantee a cancellation or modification if the order has not yet been processed for fulfillment.

Can I change my shipping address after placing an order?

If your order has not yet been processed, we may be able to update the shipping address. Contact us as soon as possible at info@symphena.com. Once fulfillment has started, we cannot guarantee that an address change will be possible.

Shipping

Where do you ship?

We currently ship to the United States, Canada, and the United Kingdom.

Is shipping free?

Yes. Standard shipping is currently free for eligible SYMPHENA orders to the United States, Canada, and the United Kingdom unless a different charge is clearly shown at checkout.

How long does shipping take?

Current estimated transit times after dispatch are approximately 5–8 days for the United States, 5–10 days for Canada, and 3–6 days for the United Kingdom. Processing time before dispatch is separate and is not included in these estimates.

Will I receive tracking information?

Where tracking is available, we will send tracking details after your order has been dispatched. Tracking information can sometimes take a little time to become active.

What should I do if my order is delayed?

If your tracking has not updated for an unusual period or your order has not arrived within a reasonable time, contact us at info@symphena.com with your order number. We will investigate the shipment with our fulfillment or logistics provider.

Could I be charged customs duties or import fees?

Taxes collected directly by SYMPHENA will be shown at checkout where applicable. Because orders may be fulfilled internationally, customs authorities or carriers may in some circumstances assess additional charges. If you receive an unexpected import-related payment request, contact us at info@symphena.com before paying it so we can help review the situation.

Returns & Refunds

What is your return period?

We offer a 14-day return period for eligible purchases. Contact us within 14 days after receiving your order to request a return. Any mandatory consumer rights that apply where you live remain unaffected.

How do I start a return?

Email info@symphena.com with your order number and the reason for your return. We will send you the appropriate return instructions and return address.

Should I send returns to your business address?

No. Please contact us before returning anything. Because we work with international fulfillment partners, the correct return address may be different from our business address.

Who pays return shipping?

For change-of-mind returns, the customer is responsible for return shipping unless applicable law requires otherwise or we agree to cover it.

What should I do if my order arrives damaged, defective, or incorrect?

Contact us as soon as reasonably possible at info@symphena.com. Include your order number, a description of the issue, and clear photos or video where reasonably possible so we can investigate quickly.

How are refunds issued?

Approved refunds are issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

Payments

What payment methods do you accept?

The payment methods currently available for your location are shown at checkout.

Is my payment information secure?

Our store is powered by Shopify, and payments are processed through the payment methods available at checkout. SYMPHENA does not directly store your full payment card details.

Customer Support

How can I contact SYMPHENA?

Email us at info@symphena.com. Customer service is currently provided by email.

Where can I read your store policies?

You can find our Shipping Policy, Refund Policy, Privacy Policy, Terms of Service, Contact Information, and Legal Notice in the footer of our website.

How do I manage my privacy choices?

Where applicable, you can manage certain privacy preferences through our Your Privacy Choices page. You can also contact us at info@symphena.com with privacy-related questions.