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Returns
Extended Christmas 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 31st October and 24th December 2020 can be returned for a full refund (or our stores can offer an exchange service if preferred) up until 28th January 2021.
Online purchases will come with an itemised returns note which can be used to return any unsuitable gifts. If shopping in store you can ask for a gift receipt which can be given to the recipient.
- To protect our customers and staff, our distribution centre and delivery partners are adhering to social distancing measures, this may take a little longer than usual. We aim to process and refund online orders within 14 days of you returning the items.
- Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase, within 28 days of receipt.
- Returns can be sent via Royal Mail. Store returns are currently not available.
- For a refund items must be unused, returned in the original packaging and in a re-saleable condition.
- For reasons of hygiene we are unable to refund or exchange earrings for pierced ears.
Looking for help with your return?
Please see our most frequently asked questions and answers:
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 Whistles 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. You will be notified via email once your return is complete and refunded. Please allow the full 14 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 Whistles 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 days for the refund to be processed by your bank.
- 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 contact us.
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To return items by mail using Royal Mail, please send to the
below returns address:
Phase Eight
PO Box 589
Rochester
Kent
ME1 9FD
UK Returns to a Phase Eight store
Currently not available. Please check here for updates on re-openings or contact us.
- 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.
- We are currently unable to offer exchanges in store for online purchases.
- Alternatively, you can return the original product as stated above providing you have your dispatch note as proof of purchase.
- All orders placed before 25th August 2020 may be returns within 60 days of purchase.
- Orders placed after the 26th August 2020 may be returned within 28 days 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 return their purchases via post at their own cost through their local postal service
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 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 days for the refund to be processed by your bank.
Cancelling an order
- If you would like to cancel your order before we have dispatched it from our warehouse then please Contact Us.
- 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.