“Die Farbe des fascinator war nicht so wie angegeben und passt überhaupt nicht zum Jumpuit. Es ist sehr ärgerlich, da beides zusammen auf dem Foto gezeigt wurde. Auf meine Anfrage habe ich keine Rückmeldung erhalten. Ich möchte den Fascinator nicht”
“They need to refund as quickly as they take payment. It is not fair to expect customer to have to repurchase a faulty dress multiple times and await payment for weeks .”
“Dress I was sent was previously tried on or worn as it had a lots of snags around zip area and at the front of the dress. I expect some quality control from the dispatch team.”
“Fascinator was not delivered for 2 weeks, packaging was damaged and fascinator squashed and creased. Long delivery left no time to source a replacement, awaiting decision about whether I can keep with a discount applied. Communication has dried up after requesting this. Feel let down, which is a shame as the item would be lovely if not damaged”
“My delivery was in really poor condition, I would like to have bought more but it all seemed so creased and therefore unsuitable to take on holiday. I prefer shopping in your stores. Sadly this is a limited option in Cornwall.”
Hi there,
Thank you for sharing your feedback, we’re glad to hear you liked the item, but we’re sorry it didn’t feel as flattering as you’d hoped.
We understand how important it is for clothing to complement and support your shape, and we appreciate your comments about the fit and proportions on top. This is really valuable insight for our team as we continue to refine our designs to better suit a range of body shapes and sizes.
If you’d like help finding a style that offers a more balanced or flattering fit, our customer service team would be happy to assist.
Kind regards, Phase Eight Customer Care
“15 days after placing order I am still waiting for delivery. I have since tried it on in shop and found It an exceptionally heavy material that feels quite spongy - like neopren. Needed for wedding in Italy so not suitable.
I will be returning it when it eventually arrives as refund requests have been ignored.”
We’re really sorry to hear about the delay and the issues you’ve encountered with the item. We understand how important this was for your wedding in Italy.
Please contact our Customer Care team with your order number and any tracking details so we can investigate, arrange a refund if applicable, and ensure this doesn’t happen again.
We’re really sorry the item didn’t meet your expectations and for any inconvenience caused.
Please contact our Customer Care team with your order number and a brief description of the issue. If possible, include any photos (e.g., product, packaging) to help us review and resolve quickly.
“Item was delayed, took 2 weeks to be delivered. When arrived the box was squashed and torn and the fascinator squashed and permanently creased. Not a good service at all. I will see what they will do but now not enough time for a replacement.”
We’re really sorry your order arrived late and in a damaged condition, and that you’re left with a creased fascinator. This isn’t the experience we want for you.
Please contact our Customer Care team with your order number and, if possible, photos of the damaged packaging and item so we can review what happened and help arrange a suitable solution.
We’re really sorry to hear the quality isn’t meeting your expectations. We’d like to review what happened and help ensure this doesn’t happen again.
Please contact our Customer Care team with your order details so we can look into this and assist with an exchange or refund as quickly as possible.
Hi Anne,
I’m really sorry your item hasn’t arrived yet. I have reviewed your tracking details and your parcel should be with your shortly. We do hope you love the bag once yo receive it.
Kind regards,
Team Phase Eight
“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
“I liked this dress but was extremely disappointed that it came with the security tag attached. I tried to sort it out with the chat box but it was very unhelpful”
Dear Julie,
Thank you for taking the time to share your feedback. I’m really sorry to hear that your dress arrived with the security tag still attached and the belt missing, I completely understand how disappointing this must have been, especially when you liked the item.
Having reviewed your order, I can see this has now been resolved, but I’m sorry for the frustration caused when you initially tried to get support. This certainly isn’t the experience we aim to provide. We hope you are satisfied with the solution offered. Please do email us again at customer services should you need any further assistance.
Warm regards,
Hi Vanessa,
I’m really sorry to hear the dress arrived in a crumpled state. This isn’t the experience we want for you. Please could you contact our Customer Care Team with photos of the packaging and dress so we can review this and provide a satisfactory solution for you.
Kind regards,
Team Phase Eight
Dear Angela,
Thank you for taking the time to share your feedback regarding your recent purchases. I’m really sorry to hear that the quality has not met the standards you’ve previously experienced.
I have reviewed your order, and I can see this has now been resolved. Your feedback has also been shared with our merchandising team for further review.
If you do need any further assistance, please email us at customer services and we’ll be more than happy to help.
Warm regards
Phase Eight Team
Dear Customer,
Thank you for taking the time to share your feedback. I’m really sorry to hear that you were disappointed with the quality of the zip, especially given the price.
Your feedback is very helpful for us to review our quality checks, and this has been shared with our merchandising team for further review.
Warm regards
Phase Eight Team
Hi Susan,
I’m really sorry to hear about the blurred pattern and the quality issue - that isn’t the experience we want for you.
Please could you contact our Customer Care Team so we can provide you with the best possible resolution?
We appreciate you letting us know and we’ll work to make this right.
Kind regards,
Team Phase Eight
Hi there,
I’m really sorry to hear that the cami top intended to be worn with your blouse wasn’t delivered. That certainly isn’t the experience we want for you.
Please could you get in touch with our Customer Care Team so we can provide the best resolution for you?
We look forward to making this right and really appreciate you taking the time to raise this.
Kind regards,
Team Phase Eight
“Whats happened to the cut on dresses? What is going on with the terrible packaging, I mourn the days when a Phase Eight parcel would arrive in a box and the garment beautifully presented.”
Hi Diane,
I’m really sorry about the concerns with the dress cut and the packaging not meeting your expectations. This isn’t the experience we want for you.
Thank you for returning the dress back to us, we really do appreciate raising these concerns with us. I can see a refund has been processed already but if there's anything else we can help with please do reach out to our Customer Care Team.
Kind regards,
Team Phase Eight
“The dress was fine , but the packaging was just a bag which left the dress very creased , which put me off !!
I also paid for next day delivery and it arrived 5 days later , which is not good enough.
The dress was sent back . Very disappointed in Phase Eight service!!”
Hi Jacqui,
I’m really sorry to hear about the creased dress from the packaging and the delay with your next‑day delivery. I completely understand how disappointing this is for you.
I can see you have now returned the dress back to us, thank you for doing so, and a refund has been processed.
Thank you for bringing this to our attention, and again, we’re so sorry for the disappointment.
Kind regards,
Team Phase Eight
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