FAQS
Phara d’Or pieces are crafted in the EU with meticulous attention to fit, finish, and feel. This page brings together essential details on orders, sizing, shipping, returns, and care. So your experience is as effortless as the designs.
Below are our most common questions and answers to help you shop with confidence.
Answers to all FAQs about
Orders & Payments
Which payment methods do you accept?
We accept major credit/debit cards, Apple Pay, Google Pay, and PayPal. Additional local options may appear at checkout based on your location.
Can I split payment or use multiple cards?
Not at this time. One payment method per order. Depending on your location Klarna might be available.
Can I modify or cancel my order after checkout?
Contact us directly within 30 minutes of placing the order. After that window, wait for the shipment email and request a redirection directly with the carrier.
How do I apply a gift card or discount code?
Add it at checkout in the “Gift card or discount code” field before payment is completed.
Why was my payment declined?
Common reasons: bank security checks, insufficient funds, or an address mismatch. Try another method or contact your bank; you can also reach us for help.
Will prices include VAT?
EU prices include VAT. For the United Kingdom, Switzerland, Liechtenstein, United States and Australia, applicable import duties and taxes are included in the price, with no additional import charges on delivery. For other international destinations, local duties, taxes or customs charges may apply.
Shipping & Delivery
Which carriers do you use?
We primarily ship with DHL, DPD, PostNL and UPS, depending on destination and service speed.
How long will delivery take?
The Netherlands / Belgium
Free Standard Delivery (Tracked) — 1–2 business days
European Union
€15 Standard Delivery (Tracked) — 2–8 business days
Complimentary from €250
€25 Express Delivery (Tracked) — 1–3 business days
Complimentary from €500
United Kingdom
£15 Standard Delivery (Tracked) — 3–6 business days
Complimentary from £250
£40 Express Delivery (Tracked) — 2–4 business days
Complimentary from £500
Switzerland & Liechtenstein
CHF 25 Standard Delivery (tracked) — 3–6 business days
Complimentary from CHF 250
CHF 45 Express Delivery (tracked) — 2–4 business days
Complimentary from CHF 500
United States
$50 Express Delivery (Tracked) — 2–4 business days
Complimentary from $600
Australia
AUD 70 Express Delivery (Tracked) — 3–7 business days
Complimentary from AUD 850
International / Rest of World
$50 Priority Delivery (Tracked) — 3–7 business days
Complimentary from $600
Orders placed before 15:00 CET on business days are normally dispatched the same day, subject to payment clearance and stock availability.
VAT is included within the EU. For the United Kingdom, Switzerland, Liechtenstein, United States and Australia, applicable duties and import taxes are included, with no additional import charges on delivery. For other international destinations, local duties, taxes or customs charges may apply.
Do you offer express delivery?
Express options may appear at checkout based on your address. If not shown, please contact us and we’ll advise the fastest available route.
How do I track my parcel?
You’ll receive a tracking link by email as soon as your order ships. Tracking may activate within a few hours.
Can I change my address after ordering?
Contact us within 30 minutes of ordering. After that, please contact the carrier directly using your tracking number to request a redirection.
What happens if I miss the delivery?
The carrier will attempt redelivery or hold your parcel at a local point. Use your tracking link to choose a new delivery time or pickup.
Duties, Taxes & Customs
Are duties and taxes included?
VAT is included on orders within the European Union. For the United Kingdom, Switzerland, Liechtenstein, United States and Australia, applicable import duties and taxes are included in the purchase price, with no additional import charges due on delivery.
For other international destinations, local import duties, taxes or customs charges may apply.
Will I be charged import fees on delivery?
Not for destinations where we offer duties-and-taxes-inclusive delivery. For other international destinations, charges may be assessed by local customs authorities or the carrier.
What if I refuse a shipment due to duties?
For destinations where import charges are payable by the recipient, refused parcels will be returned to us. Applicable original shipping, return shipping and carrier/customs handling costs may be deducted from the refund where permitted.
Returns & Exchanges
What is your return window and condition policy?
You have 30 days from delivery. Items must be unworn, with all tags and hygiene seals attached, in original packaging.
How do I start a return or exchange?
Start your return via our returns portal (or contact us). You’ll receive instructions and a label where available.
Are returns free?
Return shipping availability and cost depend on your location. We’ll show options during the return request.
How long do refunds take?
Once received and inspected, refunds are issued to the original payment method, typically 5–10 business days depending on your bank.
Can I exchange for a different size or style?
Direct exchanges are available for orders within the European Union, subject to availability. For orders outside the EU, please return the original item for a refund and place a new order.
What if my item is faulty or damaged on arrival?
If you received a damaged or wrong product:
- Email customerservice@pharador.com within 7 days of delivery
- Include your name, order number, and a photo of the issue
Sizing, Fit & Sister Sizes
How do I find my band and cup size?
Measure snug underbust for your EU band and full bust for cup range, then match with our size chart. For a full guide on how to get the best measurements visit our size guide
What are “sister sizes” and how do they work?
Sister sizes share the same cup volume with different bands. Move down a band/up a cup or up a band/down a cup (e.g., 75C ↔ 70D ↔ 80B). Multiple Phara d'Or collections feature adjustable straps in their designs allowing for an even further expanding size range.
How should a balcony vs. push-up bra fit?
Balcony: lifts from below with a horizontal neckline; cup should fully encase breast with a secure band.
Push-up: more focal lift/cleavage; straps snug but comfortable, center gore resting flat.
I’m between sizes, what do you recommend?
Try your sister size: if the band feels loose, go down a band/up a cup; if tight, up a band/down a cup. Still unsure? Contact us with your measurements.
Product Care & Materials
How should I wash and care for embroidered tulle and lace?
Hand wash with cold or lukewarm water with a delicate detergent. Do not wring, bleach, or tumble dry. Lay flat to dry and reshape gently. For our full guide on how to best take care of your delicate luxury lingerie go to our Care Guide
Are metal components nickel-free?
Our signature hardware is 24-karat gold plated and nickel free.
Will gold-plated hardware tarnish?
Our high quality gold-plated hardware stays luminous with proper care. Avoid lotions, perfume, and prolonged moisture; pat dry after washing.
Can I wear swim pieces in chlorinated pools?
Yes, Phara d'Or swimwear is made to be worn, make sure to rinse in cool water after contact with highly chlorinated or salt water. Avoid rough surfaces and prolonged sun/oil exposure.
Do you offer repairs?
If you experience an issue, reach out with photos. We’ll assess repair options or suitable remedies.
Craftsmanship & Sustainability
What materials do you use and where are they sourced?
Phara d’Or products are made in Portugal using the finest European embroideries, laces, satins and elastics complimented by our signature 24-karat gold plated components and jewellery-grade charms. Sourced from trusted suppliers all throughout Europe.
How do you manage excess inventory and waste?
We plan tight production cycles and avoid overproduction, with limited runs reducing waste and ensure consistently high finishing standards.
Where are Phara d’Or pieces made?
Designed in the Netherlands and made in Portugal by a specialist atelier with meticulous quality control and more than 40 years experience in crafting high quality Lingerie.
Gifts & Packaging
Do you offer gift vouchers, and how can I purchase and send one?
You can buy our digital gift vouchers here. Gift cards are delivered via email within 30 minutes of purchase.
Do you offer gift wrapping or a gift message?
Yes you can add a complimentary gift message in the "add note to seller" in the cart drawer, please start your note with "Gift note:".
Yes, all orders over 250€ are packaged in our luxury gift packaging.
Will prices be hidden on gift orders?
Yes. Gift orders ship without pricing on the packing slip.
