Returns and Exchanges

Starting online returns is easy. 

Enter your email address and order number to sign in. 

Go to your order history, select the order and items you want to return or exchange, and follow the instructions, only 4 steps complete the returns request and submit. 

Once your request is approved, you will get email update notifications with shipping guidelines.

What items and exceptions are non-refundable? 

·      Pre order Items.

·      Custom products( special orders and personalised items).

·      Gift cards. 

·      Discounted items (if applicable). 

Damage, loss, or theft issues 

If the purchased product is faulty, reach out to us within 7 days of the delivery date. 

If the purchased product is lost or theft, Please collect evidence and contact us immediately. 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, we allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replacement item will be shipped to you. 

Refund solutions 

·      Refund to original payment method.

·      Refund to store gift card.

How soon will I get my refund? 

After your return has been processed, you will receive a refund notice from us and it will take an additional 1-3 business days for the refund to be returned to your original payment method. The refund to the store credit is immediate.

If you are a VIP customer, the refund is executed immediately after the return request is reviewed and approved.

If more than 15 business days have passed since we’ve approved your return, please contact us at jm@jphoenixlondon.com.