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 refund 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 distribution centre using the returns address label provided and must be unworn, in pristine condition and in its original wrapping and box with tags attached.

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 refund will be given. If you return your goods by post to the return address label 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?

If you would like to cancel or change your order before you have received the goods please contact us as soon as possible on 020 7471 4422 or by e-mail so that we can attempt to stop delivery. If your order has already been dispatched we may charge you for the delivery. 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, and we accept PayPal.


Delivery

10. Where do you deliver?

We use Yodel couriers for orders going to England, Wales, Scotland, Channel Islands and Northern Ireland, with a standard delivery charge of £2.95, Nightline couriers to the Republic of Ireland and DHL for mainland Europe with a standard delivery charge of €12 . Please refer to our terms and conditions.

11. Do you deliver overseas?

We currently deliver to the UK, Republic of Ireland and mainland Europe. Please refer to our Delivery page for more details.

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 a different delivery address.

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

Postage and packing is charged at £2.95 for orders within the UK and €12 for orders to the Republic of Ireland and mainland Europe. 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 telephone number to call to rearrange your delivery. Any purchases not delivered within eight days will be sent back to our distribution centre and your card reimbursed. Please allow up to 21 days for the refund to be processed back onto your card.

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. European orders may take longer to arrive, please refer to our Delivery page for estimated delivery times.

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

Either use the returns label included with your order, or take the item back to your local store using your dispatch note as proof of purchase. Stores will not refund goods without proof of purchase so please remember to take this with you. Please note that all orders need to be returned within 28 days of receipt and that all PayPal purchases must be returned by post as our stores are unable to process these orders. 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, special offers 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 by telephone 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 3 working days, for all other queries we endeavour to respond within 5 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

When an item is out of stock but is on a repeat order you are presented with the option to receive an email when the item comes back into stock. Simply enter your name and email address and press 'Submit'. 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 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. Please note that this service is not available during sale periods.