Refund policy

How to Start a Return

1. Make sure that you have received the product within 14 days, product has all tags still attached, and product has never been worn before. 
2. Email contact@phialouise.com with your order number and reason for return. Pictures/videos are encouraged to accurately explain your situation. 
3. If your return is approved, you will be sent a pre-paid shipping label.
4. Your store credit will be issued after the product is received back to us and assessed for quality. Please allow a few days for this process. Refunds will only be issued if an item was damaged or there was a problem at the fault of Phia Louise. Phia Louise holds authority to deny any return/exchange. 

 

Return Info

Returns are available upon specific circumstances that are to be approved by Phia Louise within 14 days of receiving the product. To request a return, please contact us on our website www.phialouise.com, under Contact, or email us at contact@phialouise.com with your reason for return. Please include pictures/videos in order to accurately explain your situation. If an item is not deemed eligible for a full refund, it can be taken back and the customer will be given a store credit, again, within 14 days of receiving the package. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the order number or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@phialouise.com.

Your refund or store credit will be issued once we have received your returned package and accessed the product for quality. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you receive the wrong item with photos/videos so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have and a store credit will be sent to you. You will then be able to use your store credit to make another purchase on our website.

 

Refunds

We do not give refunds unless the situation permits. If you have a problem with your product that you believe requires a refund, please contact us at contact@phialouise.com with your situation and images and we will assess the situation to the best of our ability. 

If your situation is approved for a refund, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

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