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
“This dress is considerably smaller that the same dress in black, burgundy, sparkle etc. I have at least six of these dresses in different colours but the red and actually the navy are noticeably small and much shorter. Bizarre. Hence the return.”
Hi Nancy,
I’m really sorry to hear about the sizing issues you’ve noticed with this dress compared to other colours. That sounds frustrating.
If you’d like us to look into this quickly, please could you reach out to our customer care team with your order details and the colours/sizes affected? We’ll investigate and get this sorted for you.
Kind regards,
Team Phase Eight
“To spend £140 on a dress and it to arrive in the smallest bag ever and therefore creased beyond belief is not acceptable.
First time shopping online with with Phase 8 - I was so disappointed and also quite angry as looking for mother of the groom outfit. will try and visit a store in person next time”
Hi Linda,
I’m really sorry to hear about the creased dress and the disappointment with your online experience. That isn’t what we want for our customers.
If you’d like us to resolve this quickly, please contact our customer care team with your order number and any photos of the creasing. We’ll review and arrange a suitable remedy.
Kind regards,
Team Phase Eight
Hi Beverley,
I’m really sorry to hear the item didn’t fit and you’re checking on your refund. Please could you contact our customer care with your order number so we can look into the refund status and resolve quickly?
Kind regards,
Team Phase Eight
Hi Helen,
I’m really sorry to hear the Phase Eight dress felt drab and that you’re dealing with excessive creasing. That isn’t what we want for you.
If you’d like us to resolve this quickly, please contact our customer care team with your order number and any photos of the dress. We’ll review and arrange a suitable remedy.
Kind regards,
Team Phase Eight
“This coat is smaller than a 22. Sleeves are tight and it was missing a button. I am not able to return it as I did not realise sale items only had 14 days for returns and not the normal 28. I usually love my Phase Eight purchases but this is disappointing.”
Hi Alyson,
I’m really sorry to hear the coat didn’t fit and was missing a button, and that the return window caused frustration. If you’d like us to look into this quickly, please could you contact our customer care team with your order number and the item details? We’ll review and arrange a suitable remedy for you.
Kind regards,
Team Phase Eight
Hi Sheelagh,
I’m really sorry to hear the very lightweight fabric let the jumpsuit down. That isn’t what we want for our customers.
Kind regards,
Team Phase Eight
Hi Kay,
I’m really sorry to hear the item doesn’t fit true to size and feels very small. That isn’t what we want for our customers.
If you’d like us to look into this quickly, please could you reach out to our customer care team with your order number and the size/colour you purchased? We’ll investigate and get this sorted for you.
Kind regards,
Team Phase Eight
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