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Returns
- Extended returns policy: We have extended our returns policy from our usual 28-days so that online orders placed from 10th March 2020 will be eligible for a returns for 60 days.
- 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.
- We are currently receiving delayed returns from Royal Mail, therefore temporarily, it may take up to 15-20 days for us to receive from Royal Mail and process your return. We are focused on processing returns as quickly as possible during this unprecedented time.
UK Extended returns by post
Returning online and phone purchases 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.
- We are currently receiving delayed returns from Royal Mail, therefore temporarily, it may take up to 15-20 days for us to receive from Royal Mail and process your return. We are focused on processing returns as quickly as possible during this unprecedented time.
- Please allow up to 3 working days for your parcel to reach us and a further 7 working days for us to process your return. We’ll also let you know by email when we’ve processed your return.
- The funds will appear in your account up to 2 working days after we’ve processed your return.
- If you’ve received an email confirming your refund but can’t see the money in your account after 2 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.
- 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.
- Please check here for updates on re-openings
- You can return items to our stores up to 30 days after re-opening.
- For any further information Contact Us.
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 up to 3 working days for your parcel to reach us and a further 7 working days for us to process your return. We’ll also let you know by email when we’ve processed your return.
The funds will appear in your account up to 2 working days after we’ve processed your return.
If you’ve received an email confirming your refund but can’t see the money in your account after 2 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.
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.
Exchanges
We are unable to offer exchanges by post. Alternatively, you could place a subsequent order for the new product and return the original product as per our returns process outlined above.
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.