""

FAQs

ORDERING 

What size am I? 
For every product we have made an individual size guide - head to the product which you are interested in to find out which size is best for you.
 
I need to change/cancel my order
We’ll try our best to accommodate changes to your order, just as long as it hasn’t been shipped. Please contact the PG Team at hello@phoebe-grace.co.uk with your query plus order number and we’ll be happy to help.
 
How do I care for my garment?
Our clothing is made from sustainably sourced and high quality fabrics, often requiring special care. Please check out the individual product page for further instructions or see the label inside the garment. 
 

PAYMENT 

Do you offer a discount code for new customers?
Yes we do! Please sign up to our newsletter, found either at the bottom of the website or the pop up sign up box. A 10% discount code will be sent shortly after to your email which can be used at checkout.
 
We also often include discount codes in our newsletters, so do keep an eye out!
 
Do you offer discounts on wholesale orders?
To discuss wholesale opportunities, please contact the PG Wholesale Team at wholesale@phoebe-grace.co.uk 
 

SHIPPING & RETURNS 

What is your returns policy?
We are happy to accept returns of unworn items in their original condition with all original tags attached within 14 days on arrival of your purchase (7 days for sale items), a credit note may be issued after that period.
 
Please don't send back damaged or soiled purchases as they may not be accepted and may be sent back to you at your expense.
 
How do I generate a return or exchange?
  1. Head to the PHOEBE GRACE Returns Centre here
  2. Enter your order number and the email which you completed your purchase with
  3. Opt for which items you wish to return or exchange, and once you "Submit" your Return/Exchange Request, this will go through to the PG Customer Support Team to approve
  4. You will be emailed an RMA number, so please keep your eyes peeled 
  5. Please outline all details in the returns form which can be downloaded here
  6. For overseas orders please ping us an email at hello@phoebe-grace.co.uk to ensure you have the correct customs forms
Please return via special delivery
 
I haven’t received my RMA number
The PG Team will be happy to help, please contact us at hello@phoebe-grace.co.uk
 
Do you offer a local collection service?
Yes we do. When checking out, simply select ‘Pick Up’ and we'll contact you to arrange a suitable collection time. 
 
Do you ship internationally? Do I have to pay customs duties and taxes?
We ship worldwide and aim to deliver within three to five working days. Customs are not included.  Please see here for delivery timings and costs.
 
How long does shipping take?
For UK, if your order is placed before noon we aim to deliver within one to three working days (excluding pre-orders). Saturday delivery is possible and can be selected at checkout.
 
For Europe, USA and the Rest of the World, we aim to deliver within three to five working days (excluding pre-orders).
 
My order hasn’t arrived
We’re sorry there has been a delay, the PG Team will be happy to help, please contact us at hello@phoebe-grace.co.uk 
 
Damaged/wrong item received
We’re sorry this has happened, mistakes do happen! The PG Team will be happy to help, please contact us at hello@phoebe-grace.co.uk
 
How long does it take to process a refund?
On average, this should take three to five working days. If you haven’t received a refund within this time frame, please contact the PG Team at hello@phoebe-grace.co.uk
 

CONTACT & ANY OTHER QUERIES 

If you need to contact us or have any further queries, please reach out to the PG Team.  
 
For all general enquiries, customer care and returns please contact hello@phoebe-grace.co.uk
 
The customer care team is available Monday to Friday 10am to 6pm (GMT/BST), we are closed during the weekends and on bank holidays. We aim to respond to all queries within 24 hours, if not sooner.
 
For wholesale enquiries, please contact wholesale@phoebe-grace.co.uk
 
For press and marketing enquiries please contact Robbie McDonald robbie@robbie-mcdonald.com


ITS_Phoebegrace