We’re really sorry you haven’t received a refund yet. We’d like to look into this for you as quickly as possible.
Please contact our Customer Care team with your order number and return details so we can investigate and process your refund promptly.
“I never received my order , , it was returned to you by the courier , I was told it would be available to re order but is out of stock , I was not reimbursed postage”
We’re really sorry you didn’t receive your order and that it was returned by the courier. It’s disappointing that the item is out of stock and postage hasn’t been reimbursed, and we’d like to review this for you.
Please contact our Customer Care team with your order number, any tracking details, and proof of postage so we can investigate and assist with a refund or alternative resolution as quickly as possible.
“Ordered the dress online, when it arrived it was poorly packaged, heavily creased. Dress is lovely but full of static & creases. Had to take it back to the store to be steamed...twice! No dress carriers available in store, thank goodness for M&S who provided a dress carrier.”
We’re really sorry to hear about the packaging and creasing, and that you needed to have the dress steamed twice. That isn’t the experience we want for you.
Please contact our Customer Care team with your order number and a brief description of what happened so we can review and help ensure this doesn’t happen again.
We’re really sorry you didn’t receive your order and that you had to chase it up. Since you asked for a refund, we’d like to review what happened and help ensure it doesn’t happen again.
Please contact our Customer Care team with your order number and any tracking details so we can investigate and arrange a refund as quickly as possible.
We’re really sorry to hear about the poor packaging and that your item arrived creased and with the zip open. That isn’t the experience we want for you.
Please contact our Customer Care team with your order number and, if possible, photos of the packaging and the item. We’ll review right away and work to resolve this as quickly as possible.
“Without a return label. Impossible to get one off the website (and yes, I followed the directions).
Had to send it back at a cost of £4.50 and then you charged be for the return!”
Hi there,
We’re sorry to hear you experienced a return portal issue.
Return fees are part of our standard process, however these are waived when a return is logged as faulty, so this can absolutely be reviewed.
Please do get in touch with our Customer Care Team so we can look into this and arrange any refund due as quickly as possible.
Kind regards
Team Phase Eight
Hi there,
We’re really sorry to hear you’ve been disappointed with our products lately. That’s not the experience we want for you.
Please could you share your order number and a brief description of what you’re unhappy with, so our Customer Care Team can look into it and see what we can do to help?
Kind regards,
Team Phase Eight
Hi Ahmed,
I’m really sorry you’ve had this experience with the delivery and refund. This isn’t the experience we want for you. Please could you please contact us via email to share your order number and any refund reference so our Customer Care Team can investigate and speed this up?
We’ll get this sorted as quickly as possible. Thanks for your patience.
Kind regards,
Team Phase Eight
Posted 2 weeks ago
Hi Ahmed,
We’re really sorry to hear about your experience — this isn’t the level of service we want our customers to have, and we always aim to resolve issues as quickly and smoothly as possible.
We’ve checked your order and can confirm that you have now been fully refunded for both the item and postage.
We’re sorry again for the inconvenience caused and hope this has now been resolved.
Kind regards
Team Phase Eight
Hi Wendy,
We’re sorry for the cancellation and any inconvenience this caused. Please could you email and share your order number so we can assist you further.
Kind regards,
Team Phase Eight
Hi Kimberly,
We’re really sorry to hear your necklaces arrived damaged. That isn’t the experience we want for you.
Please could you email your order number and, if possible, photos of the damage?
Kind regards,
Team Phase Eight
Hi Ann,
I’m really sorry you haven’t received your refund yet. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number and proof of postage please?
We appreciate you letting us know and we’ll do our best to make this right.
Kind regards,
Phase Eight Customer Care.
Team Phase Eight
“I have been shopping at Phase Eight for years. However, recent experiences have been incredibly frustrating. I was sent the wrong item, no reply to the initial email so I had to chase. They then asked me to place another order and for me to return the wrong item, which I did. They then refunded the wrong item, which was almost half the price. I questioned this and gave them the price - I sent an incorrect sum, an error on my side but their response with 'actually, we don't owe you... we only owe you...' was really out of place. They then refunded me the difference, too. The replacement top arrived and was damaged. I now have to return this as well. Customer service has been really unprofessional and somewhat provokative, which I am not used to from Phase Eight. I've now shopped at White Stuff instead, thankfully there are many other nice brands out there. But what a shame!”
Hi there,
I’m really sorry to hear about the repeated issues you’ve faced with your orders and the frustration this has caused. This isn’t the experience we want for you.
We appreciate you letting us know and we’ll do our best to make this right by ensuring your feedback is raised.
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
Hi Georgia,
I’m really sorry you feel the pricing and selection are disappointing. This isn’t the experience we want for you. If you’d like us to help further, please share any specific items or orders you’re referring to and we’ll take a closer look.
Kind regards,
Team Phase Eight
“Tried to order dress twice. Order accepted both times only for them to be cancelled with no explanation and still showing as available on website. Very annoying and frustrating.”
Hi Ellen,
I’m really sorry you’ve had this experience with order cancellations and no explanation. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order numbers and any relevant details? We’ll look into why the orders were cancelled and work to get this sorted for you as quickly as possible.
Kind regards,
Team Phase Eight
Posted 2 weeks ago
Hi Ellen,
I’m really sorry you’ve had this experience. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number. We’ll look into this and do our best to resolve it promptly.
Kind regards,
Team Phase Eight
“I had high hopes for this dress for my daughters black/white theme wedding
The dress came with no over skirt
Two weeks later still no reply from customer services
Absolutely disgusted with Phase Eight”
Hi Karen,
I’m really sorry for the disappointment with your dress and for the lack of reply from our customer services. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number and any relevant details (including photos if possible) so we can investigate the missing under skirt and resolve this for you as quickly as possible?
We appreciate you letting us know and we’ll do our best to make this right.
Kind regards,
Team Phase Eight
“I have no problem with phase eight however the packaging dept need a lesson in posting hats
The hat was squashed into a box totally unsuitable and it was badly out of shape I also visited a store to get one and it was atrocious and shouldn’t have been on sale”
Hi Gill,
I’m really sorry to hear the hat was so badly squashed in transit. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number and any photos of the damaged item? We’ll look into this for you.
Kind regards,
Team Phase Eight
“This item was screwed up like a bag of rags. The corsage was missing. I don’t expect this from phase eight. I don’t expect clothes creased up so bad I would have to iron it.”
Hi Michelle,
I’m really sorry this item arrived in such a disappointing condition with a missing corsage and creased fabric. This isn’t the experience we want for you.
Please could you contact our Customer Care Team with your order number and any supporting details (photos showing the missing corsage and the fabric condition)? We’ll review the case promptly and arrange a suitable resolution, whether that’s a replacement, refund, or another option.
We appreciate you letting us know and we’ll do our best to make this right.
Kind regards,
Team Phase Eight
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