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

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 is calculated and clearly displayed within the Returns Portal before your return is confirmed. For refunds and store credit, the fee is deducted from the refund or store credit amount; for exchanges, it is paid directly in the portal during the return process.

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.

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 store credit will be sent via email once approved.

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.

• Items must be returned within 30 days of receiving your order.
• Items must be unworn, with all tags attached, and packed in the original PHIX box.
• Please remove or cover any original shipping labels on the parcel.
• Parcels must be dropped off within 7 days of starting your return; collections cannot be arranged.
• For hygiene reasons, earrings from our jewellery collections cannot be returned.