How do I get a returns label?

• If you did not receive a pre-printed returns label in your parcel, simply click this link. You will need to enter your email address and your order number.

  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?

• If your purchase is not suitable, you have 28 days from receipt to return this back to our warehouse or into a standalone Phase Eight store (exclusions apply). This applies to full price and sale items.

Where is my refund?

• Your return will take 14 working days to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account once this has been processed. You will be notified via email once your return is complete and refunded. Please allow the full 14 working days after the delivery for our returns team to process your order and refund.

I sent back more than one item, but have only been refunded in part

• Your parcels may not arrive back at our warehouse together, please allow up to 14 working days for parcels to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account. As parcels may be separated in transit please allow the full 14 working days for all refunds to be processed.

Can I exchange an item?

• We do not offer exchanges through postal returns; your order will be refunded. A new order can be placed for the item or size you wish to change. Exchanges can be made in a standalone Phase Eight store.

I returned my order over 14 working days ago

• If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned, and include a scan or photo of your posting receipt for this to be investigated.

To return your purchase 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 kept safe until your refund is processed.
• You can track the progress of your returned parcel by using the Royal Mail tracking link on your proof of postage receipt.
• Please allow 14 working days for returns to be received by our distribution centre and processed from the date of posting.
• 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.
• Refunds will be credited to the payment card, Gift Card or PayPal account used to make the purchase. Please keep your Gift Card as Gift Card payments will be refunded before other methods.
• If you’ve received an email confirming your refund but can’t see the money in your account after 3 working days, 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 you cannot find or did not receive your return label, please obtain one here.
• To return items by mail using Royal Mail, please send to the below returns address:
  Phase Eight
  Unit 1B
  James Swallow Way
  London Medway Commercial Park
  Hoo
  Kent
  ME3 9GX

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.

Faulty or damaged returns

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:

• Visit our dedicated returns portal here.
• Enter your order number
• Select your return option
• Complete payment in your local currency
• Print your returns label
• Package the parcel securely with the dispatch note inside
• Attach the returns label to your parcel and take it to the location you selected

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

Unit 1B

James Swallow Way

London Medway Commercial Park

Hoo

Kent

ME3 9GX

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.

• Regrettably we are unable to cancel any orders once they have been placed. You can, of course, return any unsuitable items to us when they arrive using the enclosed returns label.
• If your order has already left our warehouse then unfortunately it is not possible to cancel. Instead once your order has arrived simply follow the returns process above.