Hi Janice,
Thank you for your feedback. We’re sorry to hear that the packaging did not meet your expectations and that your items arrived creased. This is certainly not the experience we want for our customers, especially when receiving higher-value pieces.
Your comments about the packaging have been shared with our fulfilment team, as we’re always looking for ways to improve how our items are packed and delivered. We appreciate you taking the time to let us know about your experience.
Kind regards, Phase Eight Customer Care
“This blouse is very big/oversized. The pleat at the front did nothing for me just accentuated the baggy style. I think it would look better on someone taller. The fabric is lovely but the style was not for me.”
Hi Jackie,
Thank you for taking the time to share your feedback. We’re pleased to hear that you liked the fabric, but we’re sorry that the fit and style of the blouse didn’t work as you’d hoped.
Oversized designs can fit differently depending on personal preference and body shape, and we appreciate your comments about the front pleat and overall fit. Feedback like this is really helpful for our team and for other customers considering the style.
Kind regards, Phase Eight Customer Care
“This is a beautiful dress and it really suited my shape. Sadly I sent for 1 that I couldn't keep because the lining was stitched badly and the velvet was all uneven on the split and the hem. I returned it and sent for another hoping it would be okay but it was exactly the same. I was gutted. Hence the 2 stars, otherwise it would be 5.”
Hi Eleanor,
Thank you for taking the time to share your feedback. We’re really pleased to hear that you loved the style of the dress and that it suited your shape so well, but we’re very sorry to learn about the issues you experienced with the lining and the velvet finishing.
We completely understand how disappointing it must have been to reorder the dress hoping for a better piece, only to find the same problem again. This is certainly not the level of quality we aim to deliver. Your comments about the stitching and uneven finish will be shared with our product and quality teams so they can investigate further with our supplier.
Thank you again for bringing this to our attention, and we’re truly sorry that this experience left you feeling disappointed.
Kind regards, Phase Eight Customer Care
Hi Carla,
Thank you for your feedback. We're sorry to hear the fit wasn’t quite right for you. We appreciate your comments and will share them with our team.
“Beautiful dress arrived folded several times and packed into a small box ( shoe box size) . I was so disappointed it was so crushed , I returned it to a store the next day .”
Hi Elizabeth,
Thank you for your feedback. We’re pleased to hear you found the dress beautiful, but we’re very sorry that it arrived in a condition that left you disappointed. We understand how frustrating this must have been, and we appreciate you bringing it to our attention.
“The dress was the completely wrong size! At least and 18 when it said 14 on the label so I had to send it back. To add insult to injury £1.95 has been deducted from the refund when it was not my fault.”
Hi Anne,
Thank you for your feedback. I’m sorry to hear about the incorrect size and the unexpected deduction from your refund.
Please share your order number and any relevant details so we can investigate the sizing issue with the label and review the refund deduction promptly. We value your satisfaction and will work to resolve this for you.
Hi Elizabeth,
We’re very sorry to hear that your item arrived in such poor condition. That’s certainly not the standard we aim to deliver.
Thank you for returning it — we completely understand your disappointment. We’ll be reviewing our packaging and handling processes to help prevent this from happening again.
Hi Claire,
We’re really sorry to hear the dress didn’t fit as expected and that it creases easily. That isn’t the experience we want for you.
If you’d like, we can help with a return for a different size or style, or advise on easy-care options to reduce creasing. Please let us know your order number and what you’d prefer, and we’ll take it from there.
Hi Vicky,
I’m really sorry to hear that the quality and fit didn’t meet your expectations from Phase Eight. That isn’t what we aim for, and I appreciate you letting us know.
If you’d like, I can help check returns or possible alternatives that might suit you better. Please share your order number and the item details, and any specifics on what didn’t fit well, so we can address this promptly.
Hi Vicky,
Thank you for taking the time to share your feedback.
We’re sorry to hear the fit and feel of the Lydia coat didn’t meet your expectations. The lining should sit smoothly within the sleeves and body, so we appreciate you highlighting this. We also understand that fabric texture is a personal preference, some wool blends can feel firmer initially, though they often soften with wear.
Your comments are really helpful and will be shared with our product team as we’re always looking to improve both fit and fabric quality.
Kind regards, Phase Eight Customer Care
“Very disappointed that a) the fact thst online purchased earrings are not refundable. This should be flagged at purchase NOT in small print. b) the earrings have not been returned. So no refund and no return”
Hi Nikki,
I’m really sorry for the frustration around the earrings and the refund situation. This isn’t the experience we want for you. We will raise this feedback with our team.
Regarding the return of the earrings, I can see our team are currently looking into this for you and will be in touch with an update soon.
Kind regards, Phase Eight Customer Care
“My order looked lovely when it arrived, I was excited to try it on, though I struggled pulling the zip up after much effort, this made it feel uncomfortable, several attempts later I decided this dress wasn't for me, I returned the item after a few days. 12 days later with no email correspondence confirmed my return i was dissapointed from this reputable online Co, I finally got email confirming return and was charged £1.95 postage with a further reduction on my refund leaving me with a total refund less £12.00, I find this unacceptable, dishonest from an online reputable company, this has led me to think twice before firstly using phase 8 online and secondly the small print on returns are very unclear...very dissapointing”
I’m really sorry you had trouble with the zip and the return process, and for the confusion around your refund. This isn’t the experience we want for you.
Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
I’m really sorry you’ve been waiting for your refund and that the size issue caused frustration. This isn’t the experience we want for you. Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
“Wrong item delivered. Was told to reorder and return wrong item which I did. Reorder received correct item but box all squashed and I had to reshape the fascinator. Also my refund took ages even though I was told it would be done quickly.”
I’m really sorry you received the wrong item and that the reorder arrived damaged, and for the delay with your refund. This isn’t the experience we want for you. Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
I’m really sorry your delivery hasn’t arrived yet and that you’re unhappy with the speed of our service. This isn’t the experience we want for you. Please contact our customer care team with your order number so we can investigate and arrange a resolution promptly.
Kind regards,
Team Phase Eight
I’m really sorry you felt disappointed with your experience. If there was any issue despite easy ordering and returns, please contact our customer care team with your order number so we can review and address this promptly.
Kind regards,
Team Phase Eight
“I love this jacket and it's the third one that I've had in different sizes. Unfortunately though I wasn't impressed with the ordering process. The jacket was clearly marked as next day delivery if ordered before 8pm and when I placed the order and paid the additional fee it was indeed confirmed as delivery next day.
However I then received an email from Evri saying that delivery might be by Saturday which was 3 days but would still have worked for me. I did a webchat and after 20 minutes I was told that yes it would be delivered asap but not next day and I would be refunded the uplift in cost for the next day delivery but wasn't given any reason. Worse still the order wasn't actually delivered until the following week. Too late for the event I needed it for. I'd rather have goods under promised and over delivered. Disappointed.”
I’m really sorry the delivery didn’t meet the next-day promise and that the order arrived later than expected. That isn’t the experience we want for you.
Please contact our customer care team with your order number so we can review what happened with the courier and ensure any refund is processed promptly.
I’m really sorry that this item was too long for a petite fit. This isn’t the experience we want.
Please contact our customer care team with your order number so we can review the fit issue and discuss options.
“This suit, although lovely arrived looking like it had just been bought from a jumble sale. The trousers were completely screwed up and will need to be taken to be pressed before they can be worn.
I expected so much more from Phase Eight”
Hi Angela,
I’m really sorry the suit arrived looking creased and unpresentable. That isn’t the experience we want you to receive at all.
Please contact our customer care team with your order number and any photos, if you need further assistance.
Kind regards,
Team Phase Eight
Hi Julia,
I’m really sorry the item didn’t meet expectations and arrived creased with the collar detail missing. That isn’t the experience we want.
If you’d like us to look at alternatives, please could you contact our customer care team .
Kind regards,
Team Phase Eight
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