Returns and Refunds


Phase Eight - Returns Policy

Returns Policy

Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase, within 28 days of receipt, excluding sale items. We regret thatfor reasons of hygiene we are unable to refund or exchange earrings for pierced ears. For a refund items must be unused, returned in the original packaging and in a re-saleable condition.

For sale items purchased via our website, we are happy to refund an item if you change your mind within 14 days of receipt. Gift items (including Sale) purchased between Sunday 12th November and Sunday 24th December 2017 can be returned for an exchange up to, and including, Sunday 14th January 2018.


UK Returns

UK Free Returns Process - by Post

Returning items via post is free in the UK, if they were ordered online, by phone or at the in-store order desk via post. All purchases must be returned in their original condition & packaging.

To return your order via post:

  • Attach the Royal Mail returns label from your dispatch note to your parcel, making sure you've removed the original address label.
  • Package your parcel securely and ideally the goods should be returned in their original packaging.
  • Take the parcel to the Post Office. You will be issued with a receipt, which should be retained until the refund is processed.

Postal returns can take up to 7 working days from our receipt to be processed. Please allow up to 3 working days for the parcel to reach us and a further 2 working days for the funds to appear in your account. We will confirm this with an email to let you know your return has been processed. If you have received an email confirming your refund but can’t see the money in your account, please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

UK Returns process - to a Phase Eight Store

Online purchases can only be refunded at Phase Eight stand-alone stores and cannot be exchanged or refunded at any Phase Eight concession or sale outlet store including John Lewis, House of Fraser, Debenhams, Fenwicks, independent department stores and our sale store outlets in Ashford, Bath, Bridgend, Braintree, Cheshire Oaks, Clarks Village, East Midlands, Gloucester, Livingston, Swindon, Wembley and York.

PayPal purchases CANNOT be returned to a store, please use the returns label provided and return by post.

Bridalwear and Collection 8 dresses purchased from the website CANNOT be returned to a Phase Eight shop, they must be returned to our warehouse using the returns label provided and be in pristine condition and in its original wrapping and box.

Full price items returned to a store must be returned within 28 days of receipt. Sale items returned to a store must be returned within 14 days of receipt. They should be in their original packaging, unworn and in a re-saleable condition. Please present your dispatch note as proof of purchase. The store will ask you the reason for the return and offer you an opportunity to exchange/refund. Refunds can only be issued onto the card used for payment.

Exchanges

If you would like to exchange a product, we suggest visiting your nearest Phase Eight standalone store, as we are unable to facilitate an exchange by post. Alternatively, you could place a subsequent order for the new product and return the original product as per our returns procedure outlined below.


International Returns

International Returns Process

European, Republic of Ireland, American and Australian customers can only return online purchases by post. you are required to return unwanted orders at your own cost, unless in accordance with your legal rights*.

Swiss orders can be returned to Phase Eight stand-alone stores in Switzerland. They cannot be exchanged or refunded at any Phase Eight concession, such as Manor.

To return your order via post:

  • Attach the returns label from your delivery note to your parcel, making sure you've removed the original address label.
  • Package your parcel securely and ideally the goods should be returned in their original packaging.
  • Take the parcel to the post office – we recommend using a trackable, signed for service. You will be issued with a receipt which should be retained until the refund is processed.

Postal returns can take up to 7 working days from our receipt to be processed. Please allow up to 3 working days for the parcel to reach us and a further 2 working days for the funds to appear in your account. We will confirm this with an email to let you know your return has been processed. If you have received an email confirming your refund but can’t see the money in your account, please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

*If your item is damaged upon receipt or faulty the cost of returning will be free. We will only pay the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg.

Exchanges

We are unable to facilitate an exchange by post. Alternatively, you could place a subsequent order for the new product and return the original product as per our returns procedure outlined below.



Cancelling an order

If you would like to cancel your order before we have dispatched it from our warehouse then please email us on web@phase-eight.co.uk

If your order has already left our warehouse 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.



Studio 8 Returns

Studio 8 online purchases cannot be exchanged or refunded at any Studio 8 or Phase Eight concession store or Phase Eight store. Please follow the Phase Eight returns by post proceedure detailed above.