Frequently Asked Questions

An Update From Phase Eight

We are so excited to welcome you back to our stores starting with the re-opening of our stores and concessions in England and Wales on Monday 12th April, and in Scotland on Monday 26th April.

For the most up to date information on store opening hours please click here.

Our teams have steps in place to ensure a safe and welcoming shopping environment for both you and our staff including increased store cleaning and providing hand sanitiser.

A warm thanks to you for your continued support during the last year. Take care, stay safe and we can’t wait to see you in store very soon.

The Phase Eight Team

For online orders please see our latest returns and delivery policy.

Delivery

Where do you deliver to?

We deliver to the UK and internationally. You can find a full list of our delivery locations here.

How much is delivery?

You can find a full list of our delivery costs here. We offer a Premium Courier Service DHL / DX for £3.95

How long will my order take to arrive?

We aim to deliver UK orders within 3-5 working days (10 working days for the Channel Islands and Northern Ireland) from when you place your order. International orders may take longer to arrive, please refer to our Delivery page for estimated delivery times.

Can you deliver to an address other than my billing address?

Yes, we can deliver to an alternative address, i.e. your work address, if you wish. When placing an order you are offered the option of adding a different delivery address.

Do you deliver to PO Box address?

Unfortunately no, we are unable to deliver to PO Box addresses.

Do you offer next day delivery?

Express Courier Delivery is currently unavailable.

What is a Hubbox Collection?

You can place your order to collect from a convenient location near to you. These are usually collection points in local supermarkets or shops, dry cleaners or repair shops. Please be advised that the store offers a collection service only, they will be unable to return your order if you change your mind or do not wish to collect. The store will hold your parcel for 10 days from the date of delivery. If you are unable to collect your parcel in this timescale please let us know as soon as possible so we can arrange for it to be held a little longer for you. If you do want to continue with your purchase, please collect and return using the returns instruction provided in your parcel, obtaining a proof of posting as record of your return.

How can I track my order?

Just click here and enter your details to see the current status of your parcel.

I can’t track my order, is there a problem?

We advise that it can take up to 24 hours for a tracking link to become active. This is due to the tracking only becoming active once your parcel has been received by the courier. In the unlikely event of a delay with the courier this can take slightly longer to update, but your parcel will still be delivered within 3-5 working days from dispatch. If your parcel has been dispatched but your tracking information hasn’t updated within two working days, please contact us.

I have only received part of my order, where is the rest?

On the rare occasion that one of your items is not available in our warehouse, we will source it from one of our stores. These items are sent separately to you so that you receive them as soon as possible, so the rest of your order will be on its way in a separate parcel. However, we do try to send as few parcels as possible.

What happens if I'm out when my order is delivered?

We deliver by courier and all parcels must be signed for. If you’re not at home when the courier attempts to deliver, they will leave the parcel with a neighbour or arrange a redelivery. They will leave a card with a contact telephone number to call to rearrange your delivery. Any orders not delivered within eight days will be sent back to our warehouse and you will be issued with a refund. Please allow up to 14 days for the refund to be processed back onto your card.

My item has arrived faulty, what can I do?

In the unlikely event that an item has arrived in a less than perfect condition, please return it to us. We are unfortunately unable to offer a postal exchange, however if you contact us we will be more than happy to place a replacement order and ensure this is with you as soon as possible.

My dispatch notes indicate I have been charged twice for postage, have I been?

Our dispatch notes require some kind of postage to be printed, so that we know which kind of order you placed. Rest assured our systems are only capable of charging you for postage once; there is no additional cost for multiple parcels.

Returns & Exchanges

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 or postcode and your order number.

What is your returns policy?

UK Returns are FREE and can be sent via Royal Mail.

Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase within 28 days of receipt.

Any store returns purchased from 1st October, will be eligible to be returned within 28 days of our stores reopening in England. Items must be in their original, unworn state together with valid receipt.

For reasons of hygiene we are unable to refund or exchange earrings for pierced ears, and face masks.

Do I have to pay to return an item?

Returning to Phase Eight is free within the UK.

What can I return?

Items must be unused and returned in perfect condition (ideally in the original packaging). For hygiene reasons, we are unable to refund face masks, hosiery or earrings.

What do I do if my order is faulty or damaged?

Please return this back to us for a full refund if a fault has developed within 6 months of purchase, or if your goods arrived in less than perfect condition.

Do I need to return my parcel in the original packaging?

If you have the original packaging this can be used to return any unwanted goods, however, if you no longer have this please just package the item(s) securely.

I received my order in separate parcels, can I return them together?

Yes, you can return items from the same order in the same package, even if you received them separately. However, if you have more than one order to return we recommend doing this separately.

How can I return my order?

Sending them back to us using the Freepost returns label that is included in your order. Find full details about returning items on our returns page.

Can I exchange an item in my order?

We are unable to offer exchanges by post. Alternatively, you can place a subsequent order for the new product and return the original product using our free returns options outlined above.

How will I be refunded?

Once we have received your item(s) back and have checked that they are in a resalable condition, a refund will be processed via the method of payment you used. You will receive an email confirming your refund within 14 working days of posting your item back to us. If you card has since expired you should still receive your refund, provided your account remains open.

How long will my refund take to process?

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.

How long do I have to return my order?

Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase. You can return all items within 28 days of receipt.

Has my returned parcel arrived back with you?

Our Freepost returns label is a tracked service, if you track your parcel using the barcode on your proof of postage receipt you will see when your parcel has arrived at the local mail centre. From here the parcel is unfortunately no longer tracked, but you can expect to receive your refund within 7 working days.

I've sent my item back but not received my refund?

Please allow up to 14 working days for your return to be received back and for a refund to be processed. You will receive an email confirmation as soon as the refund is processed for you. If you have not received a refund or confirmation within 14 days of posting your order back to us please returns page contact customer services and attach a picture or scan of your proof of postage receipt, so that we can clearly read the information on it.

I returned more than one item and have not received a full refund, where is the remainder?

If your items were posted back in separate parcels, please allow 10 working days as they may have been separated during sourcing or processing and would not necessarily arrive back at the same time. If your items were posted back in the same parcel please contact us and attach a picture or scan of your proof of postage receipt, so that we can clearly read the information on it.

How can I return an International Order?

International customers can return their purchases by post (at their own cost) through their local postal service. Items cannot be returned to stores or concessions. Find out more on our returns page.

I have lost my returns label. How can I send my order back?

Please contact our customer service team and they'll be happy to email another label to you.

My item has developed a fault outside of my returns period, what can I do?

Items purchased from our concession partners are subject to that store’s returns policy. As the consumer your rights lie with the company who sold you the product.
If your item was purchased directly from Phase Eight, we will be more than happy to investigate. If the item was from an online order please send it back to us and contact us to advise of the issue. If our Customer Service team is not notified prior to the return we are unable to guarantee the assessment of your item.
If the item was from an online order or store purchase please send it back to us. Please note that you will require a proof of purchase. If you do not have proof of purchase please contact us with the date, store, total transaction value and last 4 digits of the card used so that we can assist you.

I've missed the returns deadline. Can I still return my order?

If you have missed the deadline for returns and would still like to return your, please contact our customer service team who will be able to discuss all available options with you.

Online Orders

Do I need an account to place an order?

No, you can place an order using our guest checkout. You then have the option to create an account if you like, as this will make all future orders easier and quicker.

How do I place an order?

Simply select an item from anywhere on this site, choose your preferred colour and size and then add it to your shopping bag. Once you have finished shopping, follow the checkout procedure to purchase your item(s).

I'm having trouble placing my online order?

Please contact our customer service team and they'll be happy to help you.

How do I know that my order has been placed successfully?

When you complete an order, you will see a page showing your order and payment details. We’ll then send you an email confirming we’ve received it. You can also sign into your account and check your recent order status.

How can I pay for my order?

You can pay using any major credit or debit cards including, but not limited to, Visa, MasterCard and Maestro. We also accept PayPal.

How do I know which size to choose?

Please click here to view our size guide.

How do I use a promotional code?

Simply enter your promotional code where prompted at the checkout and the relevant amount will automatically be deducted from your total. Please note that only one promotional code can be used per order.

I can't find the item I was looking for online. What can I do?

Please contact our customer service team and they'll be happy to try and find the item, or an alternative solution for you.

How safe is shopping on phase-eight.com?

We know how important it is to store any information that you provide securely, so accordingly we use the very latest security systems to encrypt your payment details.

Can I order items that are not currently in stock?

If the items are in our preview category, then they will be in stock soon. You can order them now and they will be delivered to you as soon as they are available. If an item is listed as 'out of stock' then unfortunately you cannot order it at this time. If you contact us with the product number, size and your postcode, we’ll be happy to see if we can find a concession partner near you who may have the item.

Can I add to my order after placing it?

Unfortunately not. You will need to place a separate order for any other purchases you would like to make.

Can I cancel or change my order?

Unfortunately you won’t be able to cancel or change your order. You will need to send it back using the returns label provided with your order, then once we received your order back, you will be issued with a refund.

Why has my order been cancelled?

If your order has been cancelled, this is most likely due to an item being out of stock. Please be assured that cancelling an order is always a last resort and every effort will be made to source your items: we’ll check in our stores if there is no longer stock in the warehouse. Refunds for cancelled orders will be credited back to your account within 2-3 working days.

I haven't received my order confirmation email?

If you haven’t received an email confirming your order we would advise checking your junk or spam folder as sometimes our emails will go there, particularly if this is your first time shopping with us. If you have checked here and still cannot see an email please contact our customer service team.

I've placed an order using standard delivery, can I upgrade to next day?

Unfortunately, we are unable to upgrade or amend the delivery service chosen at the time of your order

Other

I've forgotten my password to sign in to my account?

Just click here and you will be sent an email instructing you on how to reset your password.

I’m having difficulty resetting my password, what can I do?

If you are requesting a password reset email and not receiving one, please check your junk folder, as it may have sneaked in there. It is also possible that you don’t have an account with us – try creating one here.

If you are receiving an email and are unable to click the link you can either:

Forward the email to yourself – this will often activate the link which may have been disabled by your spam filters.
Copy and paste the link text into your browser address bar and hit enter.

How do I change my personal details?

Simply sign in to your account using your email and password, where you will be able to update and save all your details including your email, password, payment details and address.

I have been charged VAT when it is not required, what can I do?

Our systems are not able to differentiate who is and isn’t eligible to pay VAT. Please contact us once you have received your order to confirm which items, if any, you are returning.

Can you email me when an item is back in stock?

When you click on an item and it shows as Out of Stock, if we are getting more of this style you will have the option to request an email to notify you as soon as the item is back into stock. The email will be sent out to all customers who have expressed an interest when any number of units come back into stock, so it is possible that by the time you visit the product page the item has sold out again - make sure you get in quick!

How do I contact you?

Find full details on our Contact Us page.

How do I subscribe to your newsletter?

Simply enter your email address into the newsletter sign up box at the bottom of any page and press 'Submit'. Our newsletter will keep you up to date with new arrivals, promotions, special offers and sale exclusives.

How do I unsubscribe from your newsletter?

You have the option to unsubscribe by clicking on a link at the bottom of every newsletter email we send you. If you need to change the details you have registered with us or would like to amend your subscription preferences you can do so through your account here.

Do you offer a gift wrapping service?

Yes, just add the gift packing to your order at the checkout and we will select the correct size box for your order. Find more details about this service here.

Where has my Studio 8 account gone?

Don’t worry; you can still access your Studio 8 account! Studio 8 now has a new home on PhaseEight.com; this is where your account can now be found.
If you have a Studio 8 account, you will now sign into it on the Phase Eight site, here. If you have both a Phase Eight and a Studio 8 account, use your Phase Eight details to sign in and all your orders from the past two years from both Phase Eight and Studio 8 will be in your Order History.
If you have any issues accessing your Studio 8 account, you can request to change your password here or contact our customer services team, who will be happy to help you.

Can I use my gift card online?

Yes, Phase Eight Gift Cards are available to buy in store and online, when purchased in £GBP.

How can I apply for a job with Phase Eight?

Take a look through our careers page, which includes a list of all our current vacancies.

Why does your site look different?

We’ve had a makeover! We wanted to make sure shopping with us was as easy and enjoyable as possible, so we’ve added brand new features including a smoother checkout, beautiful new product images and exciting content to inspire you. We’d love to hear your thoughts on our new website, Contact Us.

Frequently Asked Questions

An Update From Phase Eight

Delivery

Returns & Exchanges

Online Orders

Other

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Frequently Asked Questions

An Update From Phase Eight

Delivery

Returns & Exchanges

Online Orders

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