FAQs

Shop policies

How do you handle returns and exchanges?

Physical goods may be returned unused, in new condition, for an exchange or a full refund for up to 30 days after confirmation of delivery. In the case of decks that come sealed in plastic, “unused” means still sealed. Refunds will be issued within 48 hours of receipt of returned goods. 

Phoenix & Lotus will pay shipping for return and replacement of damaged goods, customer is responsible for return shipping on all other orders. Decks that have been opened are not eligible for return unless you can show damage: Phoenix & Lotus will issue a refund or exchange for a new undamaged deck once you have provided photos of the damage. Photos are required for me to be able to initiate a claim with the postal service. I will send a prepaid envelope for you to return the damaged deck, which I can still use as a demo, for photos, a source of replacement cards, etc. Failure to return the damaged deck constitutes theft. If you do not return the damaged deck in the envelope provided within 10 days of receipt, you will be barred from ordering again. 

Can I cancel my order?

Only if you contact me before it ships. Orders typically ship every morning, so if you want to cancel, you need to respond by email IMMEDIATELY with your order number and a request to cancel. If you've already gotten a shipping notification and a tracking number, you're out of luck. Please note that once your order is cancelled and a refund has been issued, it may take several days for your bank or credit card to apply the credit to your account. This is entirely beyond my control. 

Do you ship internationally?

Yes. Due to the pandemic, some restrictions apply. Currently shipping to Canada, Australia, the UK and select other European countries. Shipping charges for orders delivered outside the U.S. reflect the current price for international shipping via United States Postal Service Priority Mail, which includes limited tracking/insurance, or First Class International mail, which does NOT include tracking or insurance. While you will receive a tracking number for orders shipping via first class post, you will not see updated tracking info once the package leaves the U.S.

If you’re inquiring about shipping costs, let me know which decks you’re looking at. Buyer is responsible for all taxes and import fees. If you do not pay the import fees and the order is returned to me, I will refund you for the cost of the items you purchased, not shipping.

How quickly will you ship my order?

We ship within two business days. So if you order on a Friday, your order will ship on Tuesday at the latest. In special circumstances when shipping may be delayed, we’ll post advance notice on the site so you’ll know prior to making your purchase.

Can I choose a shipping method?

Not for U.S. orders: All orders are shipped USPS Priority Mail. For international orders, you may choose between USPS International Priority Mail and First Class International.

About the goods

Are the decks you sell new or used?

All decks are new unless otherwise indicated. For example, in some cases, decks that have been used for demonstration purposes may be listed for sale–they’ll be clearly marked as used. Prices will reflect that these are not pristine cards still wrapped in plastic. If a listing doesn’t specifically say “USED,” you’re buying a new deck!

I'm an artist/maker - how do I get my goods in your shop?

Start by making awesome, unique products with a strong energy present. Care about quality. Pay attention to detail. You won’t find decks and guidebooks riddled with typos, paper stock that falls apart, or print problems on the shelves at Phoenix & Lotus. The same holds true for other goods–your work needs to feel magickal. There is nothing magickal about crappy packaging.

If your deck includes people, think about representation. Not sure what that means? Indie Deck Review's description of real-world representation is a great place to start.  

Priority goes to BIPOC and LGBTQ+ creators, artists from outside the U.S. and those with dramatically different artistic styles.   

If you’ve got that down, email me directly at jenn @ phoenixnlotus.com. Let me know what you’re offering and why you think it’s a good fit. We’ll talk evaluation copies/samples, pricing, etc. and figure out of it makes sense to work together. I’m always looking for new collaborations, so don’t be shy!

Do you offer wholesale?

No, Phoenix & Lotus does not offer wholesale or stockist accounts. We’re a reseller, buying goods directly from the artists. If you’re trying to launch your own witchy shop, I’m more than happy to recommend some great suppliers.