Frequently Asked Questions

Placing an Order

Delivery

Other

FAQs

Placing an Order

1. How do I place an order?

Its easy. Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. Once you have finished shopping follow the check out procedure.

2. How safe is shopping on phase-eight.co.uk?

We realise 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.

3. How do I know which size to choose?

Please click here to view our size guide.

4. Can I order from www.phase-eight.co.uk and collect from a store?

This is not a service we currently offer at the moment.

5. Can I return my order to a Phase Eight store?

Yes, you can return your order to any Phase Eight store for an exchange or a full refund within 28 days as long as you take your dispatch note as proof of purchase, sale goods must be returned within 10 days of receipt where an  exchange or gift card will be given. Please note this does not include Phase Eight concessions within department stores or our sale outlets. Please click here for our Returns Policy.

6. Can I return Bridal wear to a Phase Eight store?

All Bridal wear purchased from the website must be returned to our warehouse using the Freepost Returns address and be in pristine condition and its original wrapping and box.

7. What is your policy on returning sale items?

Sale goods must be returned within 10 days of receipt. If goods are returned to a store, an exchange or gift card will be given. If you return your goods by post to the freepost address on your dispatch note, you will be refunded back onto the card you originally placed the order with. Please note that returns cannot be made to concessions within department stores or our outlet stores. Please click here for our Returns Policy.

8. I’ve placed an order on the website but wish to cancel/change my order, what can I do?

Because we start to process your order as soon as we have received it, unfortunately we cannot cancel or change your order after it has been placed. This does not affect your statutory rights (see terms and conditions).

9. How can I pay for my order?

You can pay using any major form of credit/debit card including but not limited to Visa, Mastercard, Delta, Switch and American Express.

Delivery

10. Where do you deliver?

We deliver by YODEL courier to England, Wales, Scotland, Channel Islands and Northern Ireland, with a standard delivery charge of £2.95, and to the Republic of Ireland with a standard delivery charge of £9.95. Please refer to terms and conditions.

11. Do you deliver overseas?

Aside from the Republic of Ireland we are currently unable to offer this service.

12. 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 an different delivery address.

13. How much do I pay for Postage and Packing?

Postage and packing is charged at £2.95 for within the UK and £9.95 to the Republic of Ireland. There is only one delivery charge per order irrespective of how many items you order.

14. What if I’m out when the courier tries to deliver my order?

If you’re not at home when the courier delivers, they will leave a card with a contact no to call to rearrange your delivery. Any purchases not delivered within eight days will be sent back to our dispatch centre and your card reimbursed. Please allow 10 working days for the refund process.

15. How long will my delivery take to arrive?

We aim to dispatch within three to five working days for Great Britain and five to seven working days for Channel Islands and Northern Ireland from when you place your order.

16. How do I return an item I’ve ordered online?

Either use our FREEPOST returns label included with your order, or take the item back to your local store using your dispatch note as proof of purchase. Please note that all orders need to be returned within 28 days of receipt and that any PayPal purchase cannot be returned to a store – see our returns page for full details.

17. What is your Returns Policy?

You will find full details on our Returns page.

Other

18. What happens if I forget my password?

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

19. How do I change my personal details?

Simply log in to your account using your user name and password, where you will be able to update all your details for any future orders.

20. How do I subscribe to the Phase-Eight newsletter?

It’s easy! All you need to do is enter your email address into the mailing list section at the bottom of any page and press 'Submit'. Our newsletter will keep you up to date with new arrivals, promotions and sale dates.

21. How do I use a promotional code?

Simply enter your promotional code at the checkout and the relevant amount will automatically be deducted from your total.

22. How do I contact Phase-Eight.co.uk?

We would prefer you to email us with any queries regarding your order, but alternatively you can contact us on 020 7471 4422 within our office hours 9.00am to 5.30pm Monday to Thursday and 9.00am to 5.00pm on a Friday. For queries regarding web orders we endeavour to respond within 5 working days, for all other queries we endeavour to respond within 10 working days and this can be longer within the sale period (please note this does not include weekends or bank holiday’s).

23. Email Me When Back In Stock

If an item is out of stock but is on a repeat order then you are presented with the option to receive an email when the item comes back into stock again. Simply enter your name and email address and press 'Submit' (your details will not be stored). Please note that 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 that the item has gone back out of stock again - so make sure you get in quick!

24. Do you process mail orders?

If an item you are after is unavailable online and you are unable to get to a store then we do offer a mail order service. Simply contact one of our customer services team on 020 7471 4422 who will be happy to locate your item, process payment and arrange for it to be posted out to you.