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. Orders shipped outside the EU are shown without VAT; local duties/taxes may be collected by the carrier on delivery.
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 for EU / UK / NL / International?
Europe:
Standard shipping €20, 2–6 business days — Free on orders over €250
United Kingdom:
Standard shipping £15, 3–5 business days — Free on orders over £250
United States:
Standard (Tracked) 25$ - 5 business days
Free on orders over 250$
Priority (Tracked) 50$ - 2-3 business days
Free on orders over 500$
International (other): €50 flat, 3–5 business days
Netherlands:
Standard shipping free, 1–2 business days
*All delivery times are estimates.
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/taxes included at checkout?
EU orders include VAT. For most non-EU destinations (incl. UK), duties/taxes are collected by the carrier on delivery (Delivered Duty Unpaid).
Will I be charged import fees on delivery?
Possibly, this depends on your country’s rules and order value. The carrier will notify you if fees apply.
What if I refuse a shipment due to duties?
Refused parcels are returned to us. Original shipping and any return handling fees may be deducted from your refund.
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?
Yes, exchanges for size are possible where stock permits.
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 Luxury Lingerie 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 handcrafted 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, repurpose sampling where feasible, and avoid overproduction, with limited runs reducing waste and ensure consistently high finishing standards.
Where are Phara d’Or pieces made?
Designed and made in the EU by specialist ateliers with meticulous quality control.
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 are packaged in our complimentary luxury gift packaging.
Will prices be hidden on gift orders?
Yes. Gift orders ship without pricing on the packing slip.