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Frequently Asked Questions
Online Orders
Where is my order?
Just click here and enter your details to track your order and see the current status of your parcel. If you have any questions, contact our customer service team who will be happy to help.
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).
Can I place an order by phone?
Yes, just call us on 0208 877 4001 and our customer service team will take your order. They can also answer any queries about placing your order online.
I'm having trouble placing my online order?
Please call our customer service team on 0208 877 4001 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 call our customer service team on 0208 877 4001 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?
Please email our customer service team as soon as possible by clicking here and providing your order number. However, if your order has already been dispatched, we unfortunately won’t be able to cancel or change it. Instead, 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
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 free standard UK delivery on orders over £100, £3 for orders under £100.
How long will my order take to arrive?
We aim to deliver UK orders within 3-5 working days (5-7 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?
Yes, we offer a next day delivery service in the UK. Due to delivery restrictions we are unable to offer express delivery to the following areas: Coll, Colonsay, Corrour, Eigg, Muck, Lewis, Mallaig, Mull, Orkney, Rhum, Canna, Shetland, Guernsey, Isle of Man, Jersey, Northern Ireland. Deliveries to these locations will be sent via standard delivery only. Orders placed before 1pm on a week day will be delivered the next day. Orders placed on weekends or public holidays will be delivered within 2 working days.
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 21 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
What is your returns policy?
Our returns policy entitles you to a refund for item(s) bought online with a proof of purchase, within 28 days of receipt. 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.
How can I return my order?
You can return items to us by taking them to your nearest Phase Eight store (please note that returns cannot be made to concessions within department stores or our outlet stores) or by 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, so if you would like to exchange an item we suggest visiting your nearest Phase Eight standalone store. Alternatively, you can place a subsequent order for the new product and return the original product using our free returns options outlined above. We do not offer exchanges in store for branded products.
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 12 working days of posting your item back to us, and the credit will appear in your PayPal or credit/debit card account within a further 3 working days. 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 10 working days for your parcel to reach us, and a further 5 working days for your account to be credited. Please note that some card providers will take slightly longer to process your refund.
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 12 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 12 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 call our customer service team on 0208 877 4001 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 you purchased your item in store, please visit a Phase Eight store (not department store concession or outlet store) where someone will assess your item. 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.
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 you purchased your item in store, please visit a Phase Eight store (not department store concession or outlet store) where someone will assess your item. 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.
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:
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?
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 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.
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?
Unfortunately, not at the moment. You can buy gift cards online, but they can only be spent in our standalone Phase Eight stores.
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, let us know here.