“I understand why postage is charged on smaller orders, but it's pretty poor to charge for items to be returned and not even offer an exchange option.”
Thank you for taking the time to share your feedback, I completely understand your concerns around delivery and return charges, as well as the lack of an exchange option.
Delivery fees are applied as normal, and we do also charge a one-off return processing fee for orders. This fee is waived if an item is confirmed as faulty.
While we don’t currently offer an exchange service, we always aim to process refunds as quickly as possible so you can place a new order for your preferred item.
Kind regards,
Team Phase Eight
“J’ai reçu la mauvaise paire de chaussures et celles que j’ai reçues sont en plus beaucoup moins chères!!! Impossible de se faire rembourser ni de renvoyer l’article! Et à part un bot, aucun humain pour me répondre!!! Arnaque!!!”
Hello there,
We’re really sorry to hear about this experience, this is absolutely not the level of service we aim to provide. Receiving the wrong item is frustrating, and we understand how upsetting it is when you feel unable to get help.
Please be assured this is not a scam, and we do offer refunds and returns when mistakes happen. Our automated system is there to handle quick queries, but we agree that some situations need a real person, especially when an incorrect item has been sent.
We’d like to fix this for you as soon as possible. Please contact us via out customer care line with your order number and a photo of the item received, and a member of our customer support team will personally assist you with a replacement or refund.
Thank you for bringing this to our attention, we genuinely want to make this right.
-Phase Eight.
Hi there,
I'm really sorry you haven't received your order. This isn’t the experience we want for you.
I can see this has been resolved however, we appreciate you letting us know and we’ll do our best to make this right.
Kind regards,
Team Phase Eight
Hi Barbara,
I’m really sorry to hear you’re disappointed with the look and quality of the garment. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number and photos of the item? We’ll investigate and arrange a suitable resolution as quickly as possible.
Kind regards,
Team Phase Eight
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