FAQs
You will not need to create an account to place an order. Select the desired product(s) and the appropriate size/colour and click ADD TO BAG. Your shopping bag will appear on the top right-hand side of the screen and can be accessed by clicking BAG. Once you have made your selection, please click CHECKOUT to complete your payment and delivery details. On receipt of your order, you will receive an acknowledgment email. Please note, this is not an order confirmation. You will receive a confirmation email of your order once it has been packed.
Once an order has been confirmed, we are generally unable to amend it. If you wish to change the size or colour of a product, we recommend placing a new order and returning the incorrectly ordered product(s). For any further questions, please contact Client Services.
After checkout, you will receive an acknowledgement email which confirms receipt of your order. After your order has been packed and payment has been received, you will receive a confirmation email. After this, you will receive an email and text from our delivery partner with your order’s tracking information. We will also send you this information in a shipping confirmation email. You can always check an order’s status by logging into your ACCOUNT and checking MY ORDERS. If in relation to an order placed for delivery to the Asia Pacific region, see the ASIA PACIFIC section of our FAQs.
If you contact us within a few minutes of placing an order and prior to receiving a confirmation email, we may be able to cancel it. If so, no money will be debited from your account. However, if you have already received a confirmation email, we are generally unable to cancel or change the order but you will still be able to return it. Please see our Returns Policy for more details.
If you have registered or placed an order but haven’t received any emails from us, please check your ACCOUNT and confirm the email address entered is correct. If your email is accurate and you are still unable to locate any communications, contact Client Services.
If you have incorrectly entered your email address while creating an account or placing an order, please get in touch with Client Services as soon as possible. You will be asked data protection questions to verify your account and our team will update your details.
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay.
If in relation to an order for delivery to the Asia Pacific region, see the ASIA PACIFIC section of our FAQs.
All transactions on our website are made through our secure 3rd party payment provider. To safeguard your card purchase(s), you will always be asked to enter your CVV code per transaction. As an additional safety measure, you may be asked by your card provider to authorise payment by entering a one-time password, an SMS code, or going via another authentication method, such as a banking app.
You can review and update your payment details directly in your ACCOUNT or modify your billing information at checkout.
After an order is placed, payment will be authorised and held. Once the order is confirmed, payment will be taken. Your confirmation email will act as notification that your card has been charged.
If your payment has been declined, please ensure we accept your chosen payment method by checking the list above. Additionally, check that your card information is accurate, up-to-date and still active. If there is still an issue with your payment, we suggest that you contact your card provider.
For saved payment methods you will always be required to enter your CVV number per transaction. You can update your payment details directly in your ACCOUNT or modify your billing information at checkout.
If you have registered or placed an order but haven’t received any emails from us, please check your ACCOUNT and confirm the email address entered is correct. If your email is accurate and you are still unable to locate any communications, contact Client Services.
If you have incorrectly entered your email address while creating an account or placing an order, please get in touch with Client Services as soon as possible. You will be asked data protection questions to verify your account and our team will update your details.
All orders are shipped with an Express Tracked and Signed service and shipping times will be dependent on our delivery partner. To track your order, please use the information provided in your shipping confirmation email. Our delivery partner will also be in touch with you directly via email and text with the relevant tracking information.
From the point of order, we estimate your order will arrive within:
Paris – within 2 business days
Rest of EU – within 5 business days
London – within 3 business days
Rest of UK – within 5 business days
New York City – within 3 business days
Los Angeles – within 5 business days
Rest of US – within 7 business days
Asia Pacific – within 4 business days
We provide complimentary shipping to the United Kingdom including the Channel Islands, Europe, the United States, Australia, Hong Kong SAR, Japan, Singapore and South Korea. We do not currently ship to Alaska, Hawaii and Norway. Please note, we are unable to ship outside your selected region.
Tracking information for your order can be found in your shipping confirmation email. You can view the status of your order and find the corresponding tracking number under the MY ORDERS section in ACCOUNT. Our delivery partner will also contact you directly via email and text with the relevant tracking information.
If in relation to an order placed for delivery to the Asia Pacific region, see the ASIA PACIFIC section of our FAQs.
All orders require a signature upon receipt. This cannot be waived and orders will not be delivered without a signature.
You will not need an account to place an order from our website. By creating an account, you can store and access all your delivery details in one place.
To create an account, click LOG IN in the top right-hand corner and select REGISTER.
To ensure that we have the most up-to-date information for you, please check that your account details are correct. You can easily update your details in the ACCOUNT section or contact Client Services directly.
If you forget your password, you can reset it via the Forgot Password link in the LOG IN page. If you do not receive an email, we suggest checking your junk folder. If you require further assistance, please contact our Client Services team directly.
If you wish to return a product, you will need to register a return request within 14 days of receipt of your order. To do so, please follow the steps below:
1. Visit http://return.phoebephilo.com/.
2. Select the order and product(s) you want to return.
3. Select a reason for return from the drop-down menu.
4. Once submitted, you will receive an email with a return shipping label and further instructions on how to arrange the pick-up of your product(s) or locate your nearest drop-off point. You should receive your shipping label shortly after submitting your return request, but if not, please contact our Client Services team.
5. Please package the product(s) securely and carefully in its original ‘Phoebe Philo’ packaging, as it was sent to you, and include any accompanying accessories such as hangers, dust bags, spare heels, authenticity cards etc, and ensure that all original swing tags remain attached.
6. We advise you to use the same outer box to return your product(s) to us. In the event it is damaged or you have disposed of it, please contact our Client Services team. Securely seal the outer box with tape and apply the red anti-tampering stickers provided by us over the top of the tape you use. Be sure to apply these across the box’s openings.
7. Print and affix your return shipping label securely to the outside of your parcel, making sure the waybill is visible and all original shipping labels are removed and/or covered.
If you require any assistance, please contact Client Services.
Please note, to receive a full refund, products must be returned unworn and in the condition they were received. We are unable to accept shoes returned to us with scratched or damaged soles. To avoid marking, shoes should be tried on a soft surface. For more information, please see our Terms of Purchase.
Once your return has been received and deemed eligible for a refund, you will receive an email confirming your refund. Your refund will be issued through our secure 3rd party payment provider back to your original payment method. Please allow up to 10 working days for your refund to show in your account due to varying card processing times.
We are unable to offer exchanges. If you wish to order another size or colour, you will need to place another order. You can then use our complimentary returns service to return the product you do not wish to keep.
Please use our How to Measure guide to find your size.
Our Ready-to-Wear is sized in a French size scheme. For product specific size information, please refer to the size guide on each product page.
Our Belts are sized in an international size scheme. For product specific size information, please refer to the size guide on each product page.
Our Shoes are sized in an Italian size scheme. For product specific size information, please refer to the size guide on each product page.
Our Gloves are sized in an Italian size scheme. For product specific size information, please refer to the size guide on each product page.
Our Rings are sized in an Italian size scheme. For product specific size information, please refer to the size guide on each product page.
If you require further assistance, please contact Client Services.
To ensure your product stays in good condition, we recommend following the care and cleaning instructions provided on the product’s label and/or care card.
Please contact our Client Services team by email, phone or LIVE CHAT, details of which can be found under the HELP section of our website. A representative will then try to assist you with your questions or concerns.
Our Client Services team operate between 10am – 6pm GMT. During busy times we may not be able to guarantee an instant response; however, a Client Services representative will aim to answer your query as soon as possible.
Our Client Services team are unable to place orders on your behalf.
We take the privacy and security of our clients' personal information seriously. We have strict policies and procedures in place to protect against unauthorised access, disclosure, or use of personal information. For more information, please see our Privacy Policy.
Products purchased for delivery to Australia, Hong Kong SAR, Japan, Singapore or South Korea, are managed via our third party e-commerce cross-border partner, Global-E. For any questions in regards to payment methods or secure payment, please see their knowledge base.
Products purchased for delivery to Australia, Hong Kong SAR, Japan, Singapore or South Korea, are managed via our third party e-commerce cross-border partner, Global-E. To track your order, please see their tracking portal.
Products purchased for delivery to Australia, Hong Kong SAR, Japan, Singapore or South Korea, are managed via our third party e-commerce cross-border partner, Global-E. For any questions regarding a return please see their knowledge base.
If you would like to register a return, please see their returns portal.
Products purchased for delivery to Australia, Hong Kong SAR, Japan, Singapore or South Korea, are managed via our third party e-commerce cross-border partner, Global-E. To contact their client services team, please see their knowledge base and submit your details via the form.