Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase within 28 days of receipt.
To allow you to shop with confidence, we have extended our returns policy for the festive season. Any purchase made, either in store or online, between 16th October and 24th December 2022 can be returned for a full refund within 30 days of purchase, or alternatively our stores can offer an exchange or gift card up until 31st January 2023.
Due to recent Royal Mail strikes, please expect delays processing any returns made before 31st January 2023. Thank you for your patience.
How do I get a returns label?
Or, you can arrange for Royal Mail Returns to collect your parcel, free of charge, from your home address; simply follow the steps here https://send.royalmail.com/collect/youritems and enter the Royal Mail Tracked 48 barcode number (13 characters) from the returns label on your dispatch note that came with your order.
Still have a question? See our FAQs page for more information on our returns process.
How long do I have to return?
Where is my refund?
I sent back more than one item, but have only been refunded in part
Can I exchange an item?
I returned my order over 14 working days ago
To return your purchase via post:
We are currently unable to offer exchanges by post for online purchases. Alternatively, you can place a subsequent order for the new product and return the original product via our free returns options outlined above.
We do not offer exchanges in store for branded products.
If your item is damaged or faulty upon receipt the cost of returning will be free.
Please keep your postage receipt and contact Phase Eight customer service once we have processed your return to arrange a refund for postage costs.
We will only pay the cost of returning your purchase via your local postal service up to a maximum cost of £7.50 per kg.
Items cannot be returned to stores or concessions (excluding Swiss customers who can return to standalone stores).
For international customers with a Rebound dispatch note or no returns label please visit the Rebound portal here.
Swiss purchases can also be returned to Phase-Eight stand-alone stores in Switzerland.
To return your purchase via Rebound:
Please allow for up to 14 working days from posting for your return to be received and processed at our Distribution Centre, even if your previous return was processed quicker than this before, before contacting our customer service team.
You will receive an email notifying you that your return has been processed, from there you can usually expect the funds to appear in your account within 3-5 working days.
If you have allowed 14 working days and have not received your refund please contact our customer service team providing your order number, the items you have returned, and a picture or scan of your proof of postage receipt. This will allow us to investigate and resolve your query as soon as possible.
Once your return is processed you will be notified by email.
It can take up to 3-5 days for the refund to be processed by your bank
For customers shipping to the United Arab Emirates and Saudi Arabia, please send your returns to the following address:
Phase Eight Online Returns
James Swallow Way
London Medway Commercial Park
Please use a trackable service to send your return to us. You will be issued with a receipt, which should be kept safe until your refund is processed.