Frequently asked questions (FAQ)

Mainly European companies, therapists and centres that are registered with the Chamber of Commerce or a similar authority (depending on each country) can buy from us. We do not deliver to private individuals. The full list of countries where we deliver can be found on our registration page.

Customers from countries outside the Netherlands but within the EU with a valid VAT number, and customers outside the EU are not charged VAT. Customers within the EU without a valid VAT number will be charged VAT.

If your VAT situation has changed (e.g. you previously did not have a VAT number and now you do, or vice versa) or if the VAT number has changed, please let us know by sending an email to [email protected]. 
Once we have made and confirmed the adjustment, you can complete a new order. That way, the correct VAT will be charged.

The minimum order amount is € 100 (excluding VAT and shipping costs).
For customers from the UK, it is € 300.
From € 300 excl. VAT, in a number of countries the delivery costs are covered by us. Click here for more information about our shipping costs.

No, we do not do dropshipping.

To register, click on the menu of our webpage on the ”Sign in” header and go to the registration form. Fill in your data. Your account is not activated immediately; after submitting your application, your data will first be checked by us. We specifically pay attention to whether you have a valid VAT number. We try to complete this check as quickly as possible. If your details are correct, you will receive a confirmation email from us that your account has been activated. From that moment on, you can log in, view our prices and place your orders. If we have any questions, we will contact you by email.

NB: Ensure to enter your VAT number correctly. The structure of a VAT number is built in a fixed manner for each country.

Check that you have entered the correct username. Have you forgotten your username? If so, you can request it by mail at [email protected]. Please include your name, company name and telephone number to your request, so we can check in our system whether you are actually the person who requests the information from us.

Did you forget your password? Request a new password by clicking the “Forgot your password?” button on the login screen. You will then receive an email with a link so you can create a new password.

If you are logged in on the website you can go to “my account”. There you can view and change most personal and company details. To change your e-mail adress, please send an e-mail to [email protected]. Your data will be treated confidentially and will not be passed on to third parties. See also our Privacy and cookie statement.

After you have registered and your account has been activated, you can view our prices and place an order. Every time thereafter, when you login, product prices will appear.

We do not have a showroom, most products are pre-packed in the warehouse.

Customers wishing to handpick singing bowls are welcome in our warehouse prior appointment on Tuesdays, Thursdays and Fridays in one of the time blocks (8.30-11.30h and 13.00-15.30h).
For an appointment you can call +31 (0)38-4235510 or send an email to [email protected].

Purchases must be at least €100,- (excl VAT) per customer. If you want to add other products, you must order them online in advance, at least two working days before your visit. When completing your order you can indicate in the comments field that it will be picked up when selecting the singing bowls.

Read here all procedures and conditions for hand picking singing bowls at our warehouse.

Under the heading ”my account” you can export our products to a CSV file.

For customers who have a webshop, we created a Web API that communicates our article numbers, EAN codes and stock status. This gives you the most up-to-date stock information for your own webshop. The URL can be found - after login - under Customer service > Stock notification and Web API.

All product photos, videos and texts on Phoenix Import websites are the property of Phoenix Import and / or of the manufacturer of the products supplied to us, in which case we are allowed to use images and texts.
Phoenix Import owns all intellectual property rights (including copyrights) that rest on the image materials and product texts made by us.

If you use any images or text material belonging to our company or to one of our manufacturers, you do this at your own risk. Phoenix Import can in no way be held liable for such use.

Customers
We exclusively grant our customers the right to use images and product texts and features of the items purchased from Phoenix Import. All other content is reserved to Phoenix Import and may only be used after you have adapted them to your own needs.

Non-customers
Parties that are not customers of Phoenix Import are not allowed to use any product photos, videos and texts on Phoenix Import websites. Use of our images and / or content for identical and / or similar products purchased from a party other than Phoenix Import, infringes our intellectual property rights. Such use should be discontinued and removed.

For any form of publicity, images and content may only be used for the sale of products purchased from us within a reasonable period from the time of purchase.

You are personally responsible for keeping the information associated with products offered in your (web) store up to date.

Also keep in mind that Google scans web pages for copied texts and will see these websites as less important in their ranking.

To save an image in .jpg, change the file name extension from .webp to .jpg by right-clicking on the image and then clicking 'save as'.

Adding additional items to your order is possible as long as we have not yet forwarded the order to our warehouse. You can do so by replying to the original order confirmation, by email.
We will then first check whether the relevant articles are in stock. If this is the case, we will send you a payment link to pay the remaining amount.
Once the additional payment has been made, we will add the items to your order.
When an order has already been sent to our warehouse, no changes can be made.

If you want to pick up your order in person, this can be done from Monday to Friday between 9 am and 4 pm (with the exception of public holidays and incidental extra days on which we are closed). When placing your order, state at the comments section when you will pick up the package. Your order must be placed at least 2 working days in advance.

It can happen that a product is shown as being available on our website, but could not be delivered after all. Exceptionally, there may be stock differences between our administration system and the actual stock in the warehouse; we do of course endeavour to keep this to a minimum, but this is not always preventable. If you have already paid and a product is not in stock, a voucher will be issued. This voucher can be found on your invoice, under code Z006, with the amount matching the item that was not in stock. On average, it takes one business day for the voucher to be added to your account. When you place your next order, this voucher will automatically be deducted from the amount of the new invoice.

If there is a wrong delivery, breakage/damage (of product or package) or shortage, please report this within two working days, via the Report on delivery form (including photos that show the problem).

After logging in, this form can be found in "My account". Please complete this form, so we receive all relevant data needed for a quick processing.

Always upload photos that show the problem (except when reporting a missing item, of course). Photos provide us with the information needed for a proper handling with you, and internally with our (freight) carrier and/or suppliers.

A report on delivery is handled online via your account. You can track the status of your request and pass on any additional information.

You can return unwanted products that are in mint condition and were delivered as ordered, within one week following delivery, providing they are still in the original packaging and can be offered by us on the website again. 

However, never just send a product back to our company though. Please, first complete the report on delivery form. Go to '' My account '' and then go to "File a report on delivery". Select the relevant product(s), state the reason and mention in the comments section that you would like to return the product(s). Our customer service will contact you about the procedure to follow.

It is possible that your browser marks our emails and newsletter as being spam-mail. To prevent them from ending up in your spam box, add this e-mail address to your list of safe recipients: [email protected].

We can answer your question regarding the authenticity of gemstones and minerals as follows:

We buy our gemstones and minerals worldwide, from several suppliers. We have been working in a pleasant and reliable way for years with most suppliers.

Our policy is to buy only natural, unprocessed minerals. One exception is citrine, which is usually burnt amethyst, and we mention this explicitly in the product text when this applies.

Unfortunately, it is not (yet) customary in the minerals sector to work with certificates or a system that guarantees the authenticity of the stones or, for example, correct working conditions of employees. Hopefully, this will change in the near future.

Presently, we can only rely upon the coordination with and the confidence in the suppliers we work with. We will keep you informed about any future developments.

Login to our website and then go to the contact form. Your debtor number is filled in there. When you make an order, you can also find it in the upper part of the order confirmation and on the invoice.
 

Bascially, we do not do private labelling.
Only when it comes to large quantities and with the intention of repeated ordering, you can contact our customer service for a tailor-made answer. If applicable, please include the article number in your message.

Recommended retail prices are given for some products.
These are based on consumer prices, including the VAT rate applicable in the Netherlands.

Some products cannot be sold in all countries. There may be various reasons for this. If a product is no longer visible after you have logged in, that means it is unfortunately not available in the country where your business is located.

The requirement for a VAT and EORI number for our UK-based customers is due to changes in VAT regulations following the UK's departure from the European Union. Prior to Brexit, intra-EU trade was considered a supply of goods for VAT purposes, with VAT charged in the country of destination. Post-Brexit, exports to the UK are now treated as exports to a third country, and VAT is generally charged in the country of origin.

Without a valid UK VAT number from our customers, we would need to charge Dutch VAT on exports to the UK. This would make our products less competitive compared to UK-based companies that do not have to charge VAT on domestic sales. Additionally, we would have the administrative obligation of accounting for and paying the VAT to the Dutch tax authorities. By requiring a UK VAT number, we can zero-rate the supply for VAT purposes, avoiding these issues.

Furthermore, the EORI number is necessary for customs declarations and the smooth movement of goods across borders. It ensures compliance with customs regulations and facilitates efficient trade between the Netherlands and the UK.