Returns
UK Returns are FREE and can be sent via Royal Mail
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.
- For a refund items must be unused, returned in the original packaging and in a re-sellable condition.
- For reasons of hygiene we are unable to refund or exchange face masks or earrings for pierced ears.
- We will process a refund back to your original payment method.
Looking for help with your return?
Please see our most frequently asked questions and answers:
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.
UK Returns by post
Returning online via post is FREE in the UK.
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
UK Returns to a Phase Eight store
- 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.
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.
International Returns
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.