Returns
Looking for help with your return?
Please see our most frequently asked questions and answers:
FREE store returns
Bring your order to any of our standalone stores for the quickest way to get a free return. Find your nearest store here and you’ll get your refund sooner.
Royal Mail returns
- Register your return on the online portal
- Your QR code will be emailed to you
- Package up your items and bring them to your Royal Mail location
- Show your QR code at the location, they will scan it and print a label for you
- Postal returns cost £1.95 and will be deducted from your refund amount
Any questions? Our customer care team is here to help
Still have a question? See our FAQs page for more information on our returns process.
UK Returns by post
UK returns via post are £1.95 per order
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, in addition to the up to 14 working days for the items to arrive back at our warehouse.
- Refunds will be credited to the payment card, Gift Card or PayPal account used to make the purchase minus the £1.95 return fee. 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.
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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
UK Returns to a Phase Eight store
UK returns to store are FREE
- Online purchases can only be refunded at Phase Eight standalone stores and cannot be exchanged or refunded at any Phase Eight concession in a department store or outlet stores.
- When returning to store, please use your dispatch note as proof of purchase.
- Refunds can only be issued onto the credit/debit card used for payment.
- Alternatively, you can return the original product as stated above providing you have your dispatch note as proof of purchase.
- For any further information Contact Us.
UK Exchanges
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.
UK Faulty, Damaged or Incorrect Items
If any of the items in your order appear faulty, damaged or incorrect, please visit this link and enter your order information. You will then receive an email which will explain how to return your order.
International Returns
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 Tuesday 15th October and 19th December 2024 can be returned for a full refund (or our stores can offer an exchange service if preferred) up until 18th January 2025.
Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase within 28 days of receipt.
International customers can enjoy quick and easy returns with end-to-end tracking though our partner Global-e.
If you're not completely satisfied with your order you can return it to us within 28 days of purchase. We do not offer exchanges.
To qualify for your refund, items must be unused and returned in the original packaging (where possible) and in a re-sellable condition. For reasons of hygiene we are unable to refund or exchange on face masks or earrings for pierced ears. Removing any 'do not remove' labels will invalidate any returns.
You can return your order through our international partner Global-e returns portal here for quick and easy returns.
The cost of your return will be deducted from the refund value. Returns are not free and charges vary based on region.
For returns, please allow up to 21 business days for funds to return to your original payment method. After the refund date, give it 7 days for the credit to appear. If not received after this time, please provide the return tracking number for investigation
For further information about returns, please visit the Global-e help centre here.
Cancelling an order
- 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.
Returns
International Returns
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 Tuesday 15th October and 19th December 2024 can be returned for a full refund (or our stores can offer an exchange service if preferred) up until 18th January 2025.
Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase within 28 days of receipt.
International customers can enjoy quick and easy returns with end-to-end tracking though our partner Global-e.
To qualify for your refund, items must be unused and returned in the original packaging (where possible) and in a re-sellable condition. For reasons of hygiene we are unable to refund or exchange on face masks or earrings for pierced ears. Removing any 'do not remove' labels will invalidate any returns.
You can return your order through our international partner Global-e returns portal here for quick and easy returns. It is important you do so as concession partners, outlets and stores cannot accept returns for products purchased online at phase-eight.com
The cost of your return will be deducted from the refund value. Returns are not free and charges vary based on region.
For returns, please allow up to 21 business days for funds to return to your original payment method. After the refund date, give it 7 days for the credit to appear. If not received after this time, please provide the return tracking number for investigation
For further information about returns, please visit the Global-e help centre here.
Cancelling an order
- 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 through our international partner Global-e returns portal here for quick and easy returns.
- 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.