Returns Policy

We hope that you will be delighted with your purchase, however, should you wish to return anything purchased from Phase Eight online we will be happy to refund an item, provided it is in a re-saleable condition. Returns of full price items should be made within 28 days of purchase, whilst sale items should be returned within 10 days of receipt. All purchases must be returned in original condition & packaging. We regret for reasons of hygiene we are unable to refund or exchange pierced earrings.

If you return part or all of your order we will not refund the delivery charge as this part of our service to you has been completed. In the cases of incorrect, damaged or faulty goods, the delivery charge for a replacement to be sent out will not be charged.

Exchanges

If you would like to exchange a product, we suggest visiting your nearest Phase Eight standalone store, as we are unable to facilitate an exchange by post. Alternatively, you could place a subsequent order for the new product and return the original product as per our returns procedure outlined below.

Returns Process - by Post - UK
  • Tear off the bottom section of the Dispatch Note, received with the goods, and affix to the front of your parcel. 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 retained until the refund is processed.
  • Once we have received your returned items a refund will be processed onto the card used for payment within 14 days.

Please note that it can take up to 21 days for your bank to credit your account. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

Returns Process - by Post - Republic of Ireland and mainland Europe.
  • Tear off the bottom section of the Dispatch Note, received with the goods, and affix to the front of your parcel.
  • Take the parcel to the Post Office and post to us – we recommend using a trackable, signed for service. You will be issued with a receipt which should be retained until the refund is processed.
  • Once we have received your returned items a refund will be processed onto the card used for payment within 14 days.

Please note that it can take up to 21 days for your bank to credit your account. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

Returns process - to a Phase Eight Store

PayPal purchases CANNOT be returned to a store, please use the returns label provided and return by post. Please note that online purchases cannot be exchanged or refunded at any Phase Eight concession or sale outlet store, which includes John Lewis, House of Fraser, Debenhams, Fenwicks, independent department stores and our sale store outlets in Ashford, Bath, Bridgend, Cheshire Oaks, Clarks Village, East Midlands, Livingston, Wembley and York.

To return full price items to a Phase Eight store you must take them in their original packaging within 28 days of receipt and present your Dispatch Note as proof of purchase. Sale items must be returned within 10 days of receipt. The store will ask you the reason for the return and offer you an opportunity to exchange/refund. Refunds can only be issued onto the card used for payment.

Bridalwear and Collection 8 dresses purchased from the website cannot be returned to a Phase Eight shop, they must be returned to our warehouse using the returns label provided and be in pristine condition and in its original wrapping and box.

Christmas Extended Returns Policy. Please note that gift items (including Sale) purchased between Sunday 17th November and Tuesday 24th December 2013 can be returned for an exchange or Gift Card up to, and including, Saturday 18th January 2014.

Cancelling an order

If you would like to cancel your order before we have dispatched it from our distribution centre then please contact us as soon as possible on 020 7471 4422 or by email at web@phase-eight.co.uk .

If your order has already left our distribution centre then unfortunately it is not possible to cancel it at this stage. Instead once your order has arrived simply follow the returns instructions enclosed and when we have received your goods you will be issued with a refund.

Delivery

We deliver using different couriers depending on where you live. We use Hermes (www.hermes-europe.co.uk) for deliveries to England, Wales, Scotland, Channel Islands and Northern Ireland, with a standard delivery charge of £2.95, Royal Mail (www.royalmail.com) for UK Express Delivery at a charge of £5.95, Nightline (www.nightline-delivers.com) to the Republic of Ireland with a standard delivery charge of €12 and DHL (www.dhl.co.uk) for mainland European orders with a standard delivery charge of €12. We also offer a free collect from store service in the UK to 22 stores across the country (this is a trial service and more stores will be added soon, see below for a list of available stores).

Where do Phase Eight deliver to?

We deliver to the United Kingdom, the Republic of Ireland and the following countries in mainland Europe: Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. We also deliver to BFPO addresses. We cannot deliver to any other countries or territories, or to University addresses. A signature will need to be obtained for every delivery.

Please be advised that when ordering to a business address, the driver will only be able to deliver up to the first floor, as the courier cannot deliver to any other floors.

Please note that there are some areas in the UK where delivery will take longer as your parcel may be passed to a third party courier. The postcode areas that may face longer delivery are: AB, BT1-99, DD8-11, GY1-99, HS1-8, HS9-99, IV1-56, JE1-99, KA27, KA28, KW1-3, KW5-17, PA20-49, PA60-78, PH19-26, PH30-41, PH49-50, PH42-44, TR21-25, ZE1-99.

Estimated delivery times and charges:

Country

Delivery Charge

Lead Time (Working Days)

UK standard delivery

£2.95

3-5

UK express delivery

£5.95

1-2

UK collect from store

FREE

3-5

Belgium, Denmark, France, Germany, Ireland, Luxembourg, Netherlands

€ 12

3-6

Austria, Czech Republic, Gibraltar, Slovakia, Slovenia, Spain

€ 12

4-7

Estonia, Finland, Hungary, Italy, Latvia, Malta, Poland, Portugal, Sweden

€ 12

5-7

Lithuania, Romania

€ 12

6-8

Bulgaria

€ 12

7-9

Cyprus, Greece

€ 12

9-11



For UK Express Delivery please note that we are unable to offer this service for the following areas:

GY

Guernsey

IM

Isle of Man

JE

Jersey

HS2

Lewis

PA61

Colonsay

PA62-75

Mull

PA78

Coll

ZE2-3

Shetlands

KW16-17

Orkney

PH30

Corrour

PH41

Mallaig

PH42

Eigg & Muck

PH43-44

Rhum & Canna

 

For Collect from Store all Phase Eight stores are available for this service.

When will my parcel arrive?

First attempted delivery should be made within 3 - 5 days after dispatch for mainland UK orders with standard delivery, within 24 hours after dispatch for mainland UK orders with express delivery and within 10 working days for Republic of Ireland, Channel Island and most European orders and will be delivered between 7:00am - 19:00pm from Monday to Friday. To track your delivery visit the courier website and use their track and trace service. There will also be a tracking link within your dispatch confirmation email. If your order is not delivered within the delivery time please contact us.

Collect from Store

Your collect from store order should be ready to collect within 3 - 5 working days from point of order. You will receive a normal dispatch email confirming that your order is on its way to the store, then a further email and text message (if you supplied your mobile number) once it is ready to collect. Please present the collection email or text message with the tracking code and the card used for payment in store to receive your order.

What happens if I am not in when delivery is attempted?

All orders have to be signed for. If we are unable to deliver your parcel on the first attempted delivery, the courier will try and deliver it to a neighbour. If they are successful in delivering the parcel to a neighbour, they will notify you by leaving a card at your address which should inform you where to collect your parcel from. If they are unable to leave the parcel with a neighbour, they will leave a card asking you to rearrange the delivery date. The courier will attempt to deliver the parcel on three separate occasions, and if the parcel is still not signed for by that stage, it will be returned to our distribution centre and your credit/debit card refunded. Once we have received your order back into the distribution centre the refund process will begin. Please note that it can take up to 21 days for your bank to credit your account.

If your order is lost in transit we reserve the right to investigate before we offer to replace or refund.

This website is owned and operated by Phase Eight (Fashion & Design) Limited, we are registered in England (number 1735454) and based at 90 Peterborough Road London SW6 3HH VAT No 863 8642 87