Frequently Asked Questions
Phase Eight Frequently Asked Questions
Placing an Order
It's easy. Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. Once you have finished shopping follow the check out procedure.
We realise how important it is to store any information that you provide securely so accordingly we use the very latest security systems to encrypt your payment details.
Please click here to view our size guide.
You can and this service is available from any of our stand-alone stores across the UK. Please click here for more details of our stores.
Yes, you can return your order to any Phase Eight store for an exchange or a full refund within 28 days as long as you take your dispatch note as proof of purchase, sale goods must be returned within 14 days of receipt where a refund will be given. Please note this does not include Phase Eight concessions within department stores or our sale outlets. It also does not include the return of Studio Eight products. Please click here for our Returns Policy.
All Bridal wear purchased from the website must be returned to our distribution centre using the returns address label provided and must be unworn, in pristine condition and in its original wrapping and box with tags attached.
Sale goods must be returned within 14 days of receipt. If goods are returned to a store, a refund will be given. If you return your goods by post to the return address label on your dispatch note, you will be refunded back onto the card you originally placed the order with. Please note that returns cannot be made to concessions within department stores or our outlet stores. Please click here for our Returns Policy.
If you would like to cancel your order before we have dispatched it from our distribution centre then please contact us as soon as possible by email at email@example.com . If your order has already left our distribution centre then unfortunately it is not possible to cancel it at this stage. Instead once your order has arrived simply follow the returns instructions enclosed and when we have received your goods you will be issued with a refund.
You can pay using any major form of credit/debit card including but not limited to Visa, MasterCard, Maestro and we accept PayPal.
We use Hermes couriers for orders going to England, Wales, Scotland, Channel Islands and Northern Ireland, with a standard delivery charge of £3.50, Nightline couriers to the Republic of Ireland and DHL for mainland Europe with a standard delivery charge of €12 . Please refer to our terms and conditions.
We currently deliver to the UK, Republic of Ireland, Europe, America and Australia. Please refer to our Delivery page for more details.
Yes, we can deliver to an alternative address, i.e. your work address, if you wish. When placing an order you are offered the option of adding a different delivery address.
Postage and packing is charged at £3.50 for orders within the UK and €12 for orders to the Republic of Ireland and mainland Europe. There is only one delivery charge per order irrespective of how many items you order.
If you’re not at home when the courier delivers, they will leave a card with a contact telephone number to call to rearrange your delivery. Any purchases not delivered within eight days will be sent back to our distribution centre and your card reimbursed. Please allow up to 21 days for the refund to be processed back onto your card.
We aim to dispatch within three to five working days for Great Britain and five to seven working days for Channel Islands and Northern Ireland from when you place your order. European orders may take longer to arrive, please refer to our Delivery page for estimated delivery times.
Either use the returns label included with your order, or take the item back to your local store using your dispatch note as proof of purchase. Stores will not refund goods without proof of purchase so please remember to take this with you. Please note that all orders need to be returned within 28 days of receipt and that all PayPal purchases must be returned by post as our stores are unable to process these orders. See our returns page for full details.
Studio 8 online purchases cannot be exchanged or refunded at any Studio 8 or Phase Eight concession store or Phase Eight store.
You will find full details on our Returns page.
Just click here and you will be sent an email instructing you on how to reset your password.
Simply log in to your account using your user name and password, where you will be able to update all your details for any future orders.
It’s easy! All you need to do is enter your email address into the mailing list section at the bottom of any page and press 'Submit'. Our newsletter will keep you up to date with new arrivals, promotions, special offers and sale dates.
You have the option to unsubscribe by clicking on a link at the bottom of every newsletter email we send you.
Alternatively, visit our Contact Us form and select "I would like to unsubscribe from the mailing list".
If you need to change the details you have registered with us or would like to amend your subscription preferences you can do so in the My Account section of our site.
Simply enter your promotional code at the checkout and the relevant amount will automatically be deducted from your total.
We would prefer you to email us with any queries regarding your order. For queries regarding web orders we endeavour to respond within 3 working days, for all other queries we endeavour to respond within 5 working days and this can be longer within the sale period (please note this does not include weekends or bank holiday’s).
When an item is out of stock but is on a repeat order you are presented with the option to receive an email when the item comes back into stock. Simply enter your name and email address and press 'Submit'. Please note that the email will be sent out to all customers who have expressed an interest when any number of units come back into stock so it is possible that by the time you visit the product page the item has gone back out of stock again - so make sure you get in quick!
If an item you are after is unavailable online and you are unable to get to a store then we do offer a mail order service. Simply email one of our customer services team on email at firstname.lastname@example.org who will be happy to locate your item, process payment and arrange for it to be posted out to you. Please note that this service is not available during sale periods.
Unfortunately we currently do not accept Maestro payments in our stand-alone stores but we do online.