Customer Care
Orders and Shipping
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As all garments are handmade to order, you can expect a MAXIMUM of 2 weeks for your order to be made and dispatched. This could be sooner however you will receive a dispatch email with your tracking number attached once it has left our studio.
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During the busier periods and promotions this may increase to a MINIMUM of 2 weeks.
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Phoebe will not be responsible for uncollected parcels or incurred shipping costs.
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Although shipping delays may occur and can be unexpected please contact our customer care department providing your order details and we will do our very best to assist you.
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If you refuse shipment, you are responsible for the original purchase and shipping charges and any import fees that are incurred on the package.
Returns and Exchanges​
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If for any reason you are not happy with your order, we offer a 14 day exchange and returns policy for unworn and undamaged garments. Please email info@phoebeofficial.com with your order number and details and we will assist you with this.
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Unfortunately we do not offer free returns, however, we are working towards providing this to all countries, thank you for your patience. We cannot be held responsible for theft or damage to the parcel once dispatched for return.
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Please note, should the garment not meet our returns policy then your order will be returned to you and we will not be able to offer a refund or exchange.
Please note, all sale items are final and non-refundable/non-exchangeable unless faulty.
Payment​
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We accept payment by all major debit and credit cards and Klarna. If you have a payment question, we would be happy to help you. If the billing information is incorrect or incomplete, we may contact you for confirmation before your order is shipped.
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You can view our pricing by selecting your currency on the top of our website.
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UK pricing will be inclusive of VAT.
Order Changes​
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If you wish to make any changes to your order, please contact our customer care team at info@phoebeofficial.com with your details within 24 hours of placing your order.
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Any changes after this period will not be made due to the garments being handmade to order and will be in process.
Our products​
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All of our garments are made to order by hand and undergo extensive quality control checks before being dispatched.
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If however you do find that your garment is faulty in anyway, please email our customer care team at info@phoebeofficial.com and we will replace the item or offer a full refund.
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All leather garments are made using off cut skins that would other wise be thrown away. Please note you may find some slight imperfections in the leather however this is very natural for this type of material.