How to request a refund/exchange

Returns and exchange policy on purchased items

During Christmas, our returns and exchanges will be extended for an extra 10 days after the 25th of December 2020. Please note the items must have their size tags and original packaging to be eligible. 

If you require a refund/exchange please contact us through our Contact page or reply to your order dispatch e-mail stating your order number, full name and reason for return/exchange. Alternatively email us at contact@phantomjewels.co.uk. Please read our returns and exchange policy below and note requests must be within 10 days of receiving your order. Refunds are processed excluding the shipping costs paid

Exchanges

If you would like to exchange your item please email us stating the item and size you require. The delivery fee for the new exchange item must be paid for by the customer who will be sent a PayPal invoice requesting the amount (UK Customers Information: £2.49 charge, or £7.99 for a nominated delivery. International Customers: Same as the shipping price paid on the order)
Please note that returning an item for a refund or exchange is at the customer’s expense.

Refunds

If you would like to return your purchase for a refund please note that the refund will be processed excluding a small handling fee of £1.99 (this takes into account the postage, packaging and insurance involved in getting your item sent out to you*). For example if you paid £20 for your purchase you will receive a refund amount of £18.01.
International customers and customers who paid a shipping fee will be refunded the full amount excluding the shipping charge which they paid. Please note additional insurance on orders over £250 will be excluded from the refund.