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Returns
- 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 or to any Phase Eight standalone stores.
- 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.
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
- 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 email us on web@phase-eight.co.uk.
- 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.