Returns ‐ Phix

Returns Procedure

You can return your item(s) in unworn condition with tags attached for a refund, exchange, or credit note within 30 days of receiving your order.

Our online returns portal makes the process quick and convenient, simply enter your order number and postcode to begin. A return postage fee applies to all international returns. The applicable cost will be clearly displayed within the returns portal before the return is completed.

For refunds, the fee will be deducted from the refund amount.
For exchanges, the fee will be paid directly in the portal during the return process.

If exchanging to a different style or an item with a different price, the portal will automatically adjust any difference in value, either payable or refundable.

Once your return has been submitted in the portal, a DHL shipping label will be provided for a fully managed, hassle-free process.

Your return will be processed within 2 business days of arrival, and you’ll receive a confirmation email once it’s complete. Refunds are issued to your original payment method within 3–5 business days after processing. Exchange items and credit notes will be sent via email once approved.

Start Your Return Here

How to Return

Once you’ve completed the steps in the returns portal, please follow the instructions below to finalise your return:

Print your returns label
Repack your items – Place your item(s) inside the original PHIX box, ensuring everything is unworn and has tags attached. Securely seal your parcel.
Attach your label – Affix the DHL label, ensuring the original shipping label is fully covered.
Drop off within 7 days – Take your parcel to any DHL drop-off point within 7 days of starting your return.

DHL operates one of the largest international parcel networks in the world, with service coverage in more than 220 countries and territories and a vast global network of drop-off and pickup points. This includes tens of thousands of DHL ServicePoints, partner retail locations, lockers, and access points worldwide, allowing customers to drop off parcels for international delivery at convenient locations across the globe.

Find Your Nearest DHL Location

Please note that collections cannot be arranged; all returns must be made at a DHL drop-off point.

Additional Information

Returns sent using the PHIX DHL label are fully tracked and insured.

Exchanges are subject to stock availability. If your requested item is unavailable, a refund or credit note will be issued. Alternatively, you may place a new order to secure your preferred size or style and return the original for a refund or credit note.

For hygiene reasons, earrings from our jewellery collections cannot be returned.

Questions about your return?

Our client service team would be happy to help with any queries relating to your return. Please use the link below to contact us, and we will reply within 1 business day.

Postage costs & Returns

All returns must be submitted via the Phix Returns Portal, which guides you through the process step by step and generates the appropriate return method for your location.

Returns are made at the customer’s own cost. The applicable return postage fee will be calculated and clearly displayed within the Returns Portal before your return is confirmed.

For exchanges, we do not charge for dispatching the replacement item back to you.

We strongly recommend using the return option provided through the Returns Portal, as this ensures your return is fully tracked and correctly linked to your order. For higher-value items, tracked services are advised.

Once your return has been received and processed by our team, any approved exchange will be dispatched to your original delivery address unless you request otherwise. You will receive a dispatch confirmation email once your replacement item has been sent.

Exchanges

To exchange any item from your order, please submit your request via the Phix Returns Portal. When completing the process, select the “Exchange” option and choose your preferred replacement size and/or colour from the available options.

Returns are made at the customer’s own cost, with the applicable return postage fee calculated and included as part of the process within the Phix Returns Portal. For exchanges, we do not charge for dispatching the replacement item back to you. Once your return has been received and processed by our team, the replacement item(s) will be shipped to your original delivery address unless you request an alternative. You will receive a dispatch confirmation email once your exchange has been sent.