We hope you love your purchase, but we understand that some things just don't work out as planned. If for any reason you are not completely satisfied with item(s), you may return it to us for a full refund, provided they are returned in their original packaging in an unused condition with swing-tags and seal attached.

Returns must be delivered to us within 14 days of the date you received the item(s). [Ex: If you received your order on the 1st of the month, it would need to be delivered back on our end by the 14th.]

J Phoenix London reserves the right to reject any items for return that do not meet the above requirements. If your return is rejected you will be notified by email.


Unfortunately we are unable to offer exchanges. If you would like to exchange an item from your order, simply return the original item for a refund and place a new order. If you are concerned about an item going out of stock in the meantime, we recommend placing the new order while your return is being processed.

Return Process

Please submit written notification to within 7 days of receiving your order explaining why you would like to return your item(s) and if an item is faulty, please provide us with full details & images.

To return item(s), simply place the item(s) securely in its original packaging with the return form provided, and ship your return parcel to the address provided on the return form.

We will notify you by email once your refund has been processed.

Once your return is received and approved, J Phoenix London will refund the full order value via your original payment method. 

Late or missing refunds

If you haven’t received a refund yet contact your credit card company, it may take up to 10 business days to receive your refund depending on your payment processor.

Shipping policy

Domestic shipping policy

All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.

Shipping charges for your order will be calculated and displayed at the checkout.

Royal mail tracked, 2-3 days free

*DHL one business day £20

*DHL one business day is only available for orders with delivery addresses within the UK

Delivery delays can occasionally occur.

International Shipping Policy

For international orders over £200 we offer free DHL express shipping (2-6 days).

DHL Express £35 

Please note we are not responsible for lost deliveries, customs duties, taxes or fees which may be charged by local authorities.