FAQ

The individual person buying from this shop, referred to as »STAYPHORIA« or »us«, will be referred to as »customer«.

i.   OFFICE HOURS

ii.   SHIPPING

iii. ORDERS

iv. STAYPHORIA POINTS

v.  RETURN AND EXCHANGE POLICY

vi.  PRE-ORDERS AND FUNDING

vii. PIN GRADING

viii. SIZES OF CLOTHING

ix. GROUP ORDERS

 x. MISCELLANEOUS 

i. OFFICE HOURS

Tuesday 12pm – 3pm

Thursday 3pm – 4:45pm

Please send your inquiries for order related questions to info@stayphoria.co only. You can also use the chat function on the shop website. Always include your order number for references. Your inquiry will be processed as soon as possible.

ii. SHIPPING

Worldwide shipping is available, but the availability might change any moment due to the current pandemic.

Customers will be contacted immediately if shipping is no longer possible. Customers can then choose to ask for a full refund of their order or wait for an unknown time until shipping is available once again.

Please check if shipping is currently possible for your country of residence. 

International taxes, custom duties and import fees vary from country to country. STAYPHORIA is not responsible for these. The responsibility lies with the customer.

All orders are shipped through DHL. Orders with standard shipping within Germany will not be insured. If a customer wishes, they may choose the insured shipping option. STAYPHORIA is not responsible for lost or damaged mail, but will assist to best knowledge and conscience to file a report if needed. Please notice that filing a report for domestic orders is available 11 days after shipping. Filing a report for international orders with standard shipping is not available.

Domestic shipping

- within Germany is will be available for any goods with a weight up to 0.5kg at a base price of 3.50€ and any goods from 0.51kg to 1kg for 4.50€.

- Packages with a weight between 1.1kg up to 2kg will be available for 5.0€.

- Tracked shipping will be available for 6.50€.

Please note: All orders will have a tracking number, but only the »tracked shipping« option will be insured (up to 500€) and suitable for end-to-end tracking. Tracking numbers will update within 1-2 business days.

International shipping 

- is determined by destination country and standard shipping is available for 5.50€ for European Union and 6.0€ for everywhere else. Standard shipping does not include a tracking number.

- Tracked shipping is available for 8.50€ for European Union and for Europe/UK.

- Tracked shipping is available for 10€ as a base price for everywhere else.

Please note: Due to recent changes the postal services made, only the tracked option will include end-to-end tracking and insurance up to 20€. If this option for tracked shipping is not available for a certain country, DHL/Deutsche Post will provide tracking information until the package arrived at the destination country. Tracking numbers will update after 2-3 business days.

If you need a higher insurance please contact me at info@stayphoria.co. 

If you need any other special shipping method, please contact me via the shop mail info@stayphoria.co.

Domestic shipping with Deutsche Post / DHL will take up to seven business days, in some cases even up to 10 business days.

International shipping with Deutsche Post / DHL can take up to three months due to the pandemic. Transit time will vary in different countries, STAYPHORIA has no influence on these.

- As for EU / Europe countries, normally shipping time takes around 5-6 business days but can also take around 2 weeks or more.

- As for North and South American countries shipping will take at least 2 weeks and can take up to three months due to the pandemic.

- As for everywhere else, shipping will most likely take at least 4 weeks and can take up to 3 months or longer due to the pandemic. Tracked shipping is recommended. 

Orders will be processed within 8–10 business days. If longer process periods will occur, the customers will be notified via the shop page and/or Instagram @stayphoria.co. The customer will receive a shipping notification via the email they provided once their order has been shipped. 

Shipping prices will include small transaction and packaging fees.

If packages get returned to STAYPHORIA because they could not be delivered, the customer will be notified. The customer can choose between a refund for their order excluding shipping or ask for their order to be shipped again, but will have to pay shipping themselves.

iii. ORDERS

Individual customers can purchase STAYPHORIA products through this online store only unless stated otherwise. All prices are in Euro (€), however customers can select their currency of choice to shop and pay.

Currency conversion will be handled automatically by either »PayPal« or the customers credit/debit card provider. Currency conversions change almost daily — STAYPHORIA is not responsible for these.

Payment Options

STAYPHORIA offers Shopify Payments. These include instant bank transfer, Apple and Google pay, Klarna, Shop Pay, iDeal, eps transfer, Bancontat, various credit cards such as Visa, Mastercard and American Express as well as Maestro.

The option to combine orders is no longer available starting from the 21st Nov. 2022 . When ordering in stock items and pre-order items together, the order will be held until pre-order items arrived at STAYPHORIA. In stock items cannot be shipped individually when the whole order contains at least one pre-order item.

Something´s wrong with my order, what do I do?

»Tracking says my package is delivered, but I did not receive it.«

Please review the following checklist:

1. Please verify that the provided shipping address was correct. STAYPHORIA does not take responsibility for errors that the customers made while ordering.

2. Check with your roomates or neighbors if they received your mail.

3. Please contact your local post office as soon as possible to check the current status of your package. Provide the tracking number, the senders address and your address.

Please note that STAYPHORIA is not responsible for any lost or damaged packages.

Missing / incorrect items

Please contact me immediately at info@stayphoria.co and we will find a solution. Please film an unedited unboxing video that can be provided later on, otherwise the issue cannot be resolved accordingly.

Can I put my order on hold?

Unfortunately, no. Orders containing in stock only items cannot be put on hold. The customer will be responsible for correct shipping address and collection of orders from a drop off point. Please only place an order if you can receive it. Estimated arrival times can be found in the FAQs.

 iv. STAYPHORIA POINTS

STAYPHORIA offers a loyalty points rewards program. The loyalty reward program points will further be addressed as »STAYPHORIA Points« or »points«.

Every customer can sign up for the loyalty reward program for free on the official website. Points can be collected through various activities. An account needs to be created first to be able to collect STAYPHORIA points. These points can be redeemed and certain rewards can be earned. 

How to collect points:

• 100 points for signing up on the website
• 200 points when following on Instagram
• 200 points when following on TikTok
• 10 points for every 3€ spent

      more to be added

BENEFITS

10% off the whole order when redeeming 1000 STAYPHORIA points

20% off the whole orderwhen redeeming 2000 STAYPHORIA points

VIP TIERS

VIP Tiers include hidden special benefits and can be unlocked automatically when a certain amount of points has been collected. 

• 0 points – White Orchid
• 200 points – Peony
• 800 points – Moonflower

By creating an account and signing-in the customer will also have access to their point and reward history and can see how many points they still need to collect reach the next tier. They will also have access to all points collected and can see which are able to redeem on the shop website

STAYPHORIA points will expire automatically after 3 months in case of them not being redeemed.

v. RETURN AND EXCHANGE POLICY

STAYPHORIA has a 14-day return policy, which means you have 14 days after receiving your item to request a return. We have a 3% restocking fee.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags if applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact STAYPHORIA at info@stayphoria.co. Please note that returns will need to be sent to the following address: STAYPHORIA, Heinersdorfer Str. 21, 13086 Berlin, Germany

If your return is accepted, you will get a shipping label sent to you via mail. This option is currently only available for local orders. International customers will have to pay for tracked shipping themselves. We're working on a solution for that! 

If a package gets lost during transport you have no right to receive a refund.

If more than 4 weeks have passed since the customer placed and received their order and they wish to receive a refund, the customer will have to send a mail to info@stayphoria.co describing the reason for the refund in detail. The case will be evaluated individually and can take up to two 2 business days.

Nonetheless, every customer can only receive a refund up to 40% of their original order should the evaluation allow it. Refunds are decided on an individual case-by-case basis, but will not surpass 40% of the original item value.

You can always contact STAYPHORIA for any return questions at info@stayphoria.co.

Damages and issues
Please inspect your order upon reception and contact STAYPHORIA immediately if the item is defective, damaged or if you received the wrong item, so the issue can be evaluated and made right. It is recommended to film an unedited unboxing video that can be provided later on. Please note that STAYPHORIA cannot offer exchanges for any items with minor defects which occurred during transportation.

Exceptions / non-returnable or exchangable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). STAYPHORIA also does not accept returns for hazardous materials, flammable liquids, any pre-order items of all kinds, any sale items, any socks or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, STAYPHORIA cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. To exchange your item please follow the same process stated for returns. 

Refunds
STAYPHORIA will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since your return was approved, please contact your bank to clarify.

Before placing an order, the customer is asked to refer the grading system for pins and size guides for clothing. For jewelry please read the infobox to make sure no allergic reactions may occur. STAYPHORIA does not take responsibility for any allergic reactions or not fitting items as STAYPHORIA provided all necessary details. Most jewelry will be made of stainless steel or high quality acrylic beads.

STAYPHORIA cannot issue refunds if

- the package is lost in transit.

- the shipping time may be »too long« – please allow extra time due to Covid19 and backlog in post offices due to public holidays if applicable.

- the production time may be »too long« – especially enamel pins are all made by hand, one by one. Apparel, stationery items and jewelry normally have a production time of 5 weeks minimum.

- a pre-order item is funded and in production.

- the customer has accidentally bought the wrong item and did not contact STAYPHORIA within the first 24h of the purchase. The customer is kindly asked to send an email to info@stayphoria.co with their order number and the correct size for clothing or actual product they wish to purchase to ask for an exchange / refund. 

STAYPHORIA will issue refunds to the customers used payment option during checkout if:

- an item cannot be funded.

- the customer contacts STAYPHORIA within the first 6h after purchasing, requesting a cancellation of their order.

 - if individually evaluated cases require a (partial) refund. Please refer to the above mentioned details.

vi. PRE-ORDERS AND FUNDING

Pre-ordering a product means that the customer is helping with funding the actual production of the item. More pre-orders mean a higher chance for the product to come to life. The production times may vary from two to three [2-3] weeks up until two to three [2-3] months, depending on the product. After the time slots for pre-ordering close, the items will go immediately into production or will be refunded.

Please do not order pre-order items if you are not willing to wait. Placing an order that contains a pre-order item means waiting until the pre-order item has finished production and arrived at STAYPHORIA. If a customer does not want to wait, it is advised to place separate orders. These separate orders cannot be combined later on. 

Individual questions about the current status of pre-order items will not be answered as all infomation will be made available on Instagram and estimated dates are given and updated in the product descriptions.

The date for the closing of pre-orders will be announced on the site and regular reminders will be posted on Instagram. Please check the »updates« highlight for more information about the current status of pre-orders. 

Pre-ordering a product might include special offers such as discounts, faster delivery and small pre-order benefits. These are not guaranteed. 

Detailed information about estimated production and start of shipping can be found in the infoboxes of the products. These vary from product to product and are not 100% guaranteed time frames, but due to long experience they are as close to the actual production time and start of shipping as possible.

Products that could not be funded

It may occur that the pre-ordered product could not be funded and STAYPHORIA is unable to deliver the product. All customers who purchased the product via pre-ordering will be refunded the full amount via the payment option they used for checkout.

If an in stock item was ordered with a pre-order item that could not be funded in the given time period, the in stock item(s) will be shipped immediately after announcing the cancelled pre-order. 

vii. PIN GRADING

Enamel pins are handmade one by one, so there may be cosmetic imperfections due to buffing or simple human errors. Grading is subjective and will vary from seller to seller. STAYPHORIA´s pins are all individually inspected by batch. They are categorized based on the grading scale below. To help the customer and provide a pleasant shopping experience please read through it carefully.

A GRADES

These are the best pins of the batch and have minor to no flaws at all. For example: faint scratches, tiny bubbles/scuffs, minor uneven or underfilled enamel, or speck of dust/glitter.

B GRADES

These have minor imperfections that are not noticeable at first sight, but are slightly more prominent than they are with A GRADES. For example: noticeable scratches, a few bubbles/dents/scuffs, minor undefrfilled or overfilled enamel and/or minor metal imperfections.

C GRADES

These have noticeable cosmetic imperfections at first sight. For example: clearly underfilled or overfilled enamel, missing enamel, chips or dents in the metal, prominent scratches or scuffs, leaked enamel, loose posts.

SECONDS

These pins have the most visible cosmetic imperfections, but are still lovable. They are great for everyday wear. These pins will be sold at a low price and can be up to 50-60% cheaper than an A GRADE.

viii. SIZES OF CLOTHING

Clothing sizes will be made available via a size chart featuring EU sizes in cm and the specific measurements for the individual product. Models will wear a certain size of the product for reference. The customer is advised to check the the measurements and the size guide thoroughly before making a purchase. If a wrong size is ordered and the customer does not contact STAYPHORIA via info@stayphoria.co within the first 24h after the purchase, no adjustments  can be made.

ix. GROUP ORDERS

STAYPHORIA does not take any responsibility for packages and items after they are shipped to the GOM.

For anything regarding group orders please send an email to info@stayphoria.co with the following information:

* Residential country

* Country(-ies) items will be shipped to

* Products and quantity you are interested in 

* Specific dates for when others can join your GO

* A way to contact you fastly: Mail or Instagram preferred

* Please link to the account where you store your reliable selling/trading/GO proof. You need at least 35 clickable story proofs on Instagram and must be able to provide at least 30 proofs with uncensored usernames for Twitter. This is to ensure all proofs are valid.

* Any questions or concerns

I'll get back to you as soon as possible to let you know if enough items are in stock and what the estimated shipping would be!

Please note that these are the requirements for official GO's which will have guaranteed items and will be openly promoted by STAYPHORIA.

You can always host GOs not being promoted by STAYPHORIA and without prior notice, but please know that items will not be guaranteed.  

 STAYPHORIA does not take any responsibilty for lost, damaged or undelivered items as soon as the bulk order was shipped to the GOM.

x. MISCELLANEOUS  

When are you restocking … ?

All sold out items will always be restocked as soon as possible. Please do not ask for specific dates or if a specific product will be restocked. Questions like this will not be answered. 

All necessary information about restocks and shop updates will be shared through the email newsletter and on Instagram stayphoria.co.

Please keep in mind that this is a small business and not a huge company with hundreds of employees.

STAYPHORIA is run by one person only who's still a university student.

LAST UPDATED

4th July 2024