Returns & Exchanges

All the information you need for cancelling, exchanging and returning goods.

Order Cancellation

You may cancel any order with us from prior to dispatch and up to 14 days from the date you receive it.

If your order has not been dispatched, you will receive a full refund within 7 days (usually within 24 hours). If your order has been dispatched, it must be returned to us before a cancellation is processed. If you would like to return your order, please notify us within 14 calendar days of receipt of your parcel. You then have a further 14 days to return the goods to us, all returned goods must be received by us within those 14 days. Please read the information below for full details on how to return goods.

We are unable to cancel orders, except in the case of faulty goods, for the following: perishable goods; personalised goods; tailor made goods; CDs, DVDs or software if you've broken the seal on the wrapping.

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How To Return Goods

Please take care to adequately package returned goods to prevent damage. Please include a note inside the parcel with your name, order number and any relevant return details, for a printable returns form, please click here.

Return address:
Phoenixx Rising,
25 Parkes Way,
Blackburn, Lancashire,
BB2 4FH, UK.

Return postage costs are the responsibility of the customer. We recommend obtaining a free certificate of posting and receipt for all return goods. For goods returned from outside the UK, please take care to complete any applicable customs documentation and mark the parcel clearly as "Returned Goods".

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Goods Condition

All received goods can be handled the same as they would be if you were assessing them in a shop. For example, you are welcome to try on items of clothing and footwear for fit. Please ensure that all original product packaging, tags and labels are intact. Shoe boxes must be packaged in a mail sack or box before labelling, please do not apply tape or label the shoe box inside the postal packaging.

Refund deductions will be made at our discretion if goods are returned in a damaged or soiled condition, this includes (but is not limited to); strong odours including tobacco, perfume, food; stains including deodorant, make up marks; pet hair; any damage or wear to goods resulting from them being handled more than neccessary.

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Exchanging Goods

If you wish to exchange your goods, please return the goods including a note inside the parcel with your name, order number and exchange preference. The goods selected in exchange must be of the same or lesser value than those originally ordered. Any difference in price will be refunded. All exchanges are subject to stock availability upon receipt of the returned goods.

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Faulty Goods

In the rare event that goods are faulty or incorrect, we will repair, exchange or the refund the cost of the goods to you, upon receipt of the returned goods. Faulty and incorrect goods must be returned to us, including all original retail packaging. For faulty or incorrect goods we will reimburse your return postage cost to the value of 2nd Class Recorded post for UK orders and Tracked Airmail for overseas orders.

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All refunds are processed within 7 days of our receipt of your returned goods (usually within 24 hours).

Refunds for orders returned from within the UK and the EU will include the cost of goods and the original delivery cost for your order. If you are returning part of an order, any refund of delivery cost will be made proportionally. If you opted to upgrade to an enhanced delivery service e.g. Special Delivery, only the basic original delivery cost will be refunded. Refunds for orders returned from ouside the EU will include the cost of goods only, the original delivery cost for your order is non-refundable.

A deduction will be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary (as outlined above).

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Please view our full Terms & Conditions, Privacy Policy and Cookies Page for further relevant legal information.

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