Returns & Exchanges
We hope that you absolutely love your purchase from us however we appreciate from time to time items need to be returned or exchanged. Please find below all the details you need regarding our policies.
Bridal Shoes (Standard Designs) have a 30 day returns and exchange policy, postage return is at the buyers cost.
Bridal Shoes (Bespoke Designs) are handmade to order and exempt from our returns policy therefore it is recommended you try the shoes plain before we embellish them with our beautiful designs. We will even send you a little sample of the pearls or crystals we use so you can check them against your colour scheme.
These are non returnable once embellished.
If you are unsure which items are returnable it is made clear in the descriptions of each product.
Bridal Shoes (Crystal & Pearl Anklet Straps)
For our bridal shoe collection where we individually make the ankle straps in crystals or pearls, they are sent with a pearl leather strap ensuring they are interchangeable for our brides.
Should you return the shoes, please ensure both straps are present, should one be missing the deductions from your refund will be as follows:
Plain Strap Missing £14.95
Crystal Or Pearl Strap Missing £34.95
You may choose to keep the crystal or pearl strap for another pair of shoes you own, this is perfectly fine and just let us know when you return them and we will deduct the cost of the straps from your refund.
Sale Shoes are non returnable as they are clearance stock heavily reduced to make way for our new collections.
Clothing is handmade to order and is non returnable.
Handbags have a 30 day returns / exchange policy.
Tiaras have a 30 day returns / exchange policy.
Hair Accessories are handmade to order and are exempt from our returns policy.
Jewellery is handmade to order and non returnable for hygiene purposes.
Personalised Items are handmade to order and non returnable.
To be eligible for an exchange or 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 receipt or proof of purchase.
Please ensure you try your shoes on carpet as any damage to the soles will result in the item being returned as they will be deemed unsellable.
To start a return, you can contact us at phoenixweddingsuk@gmail.com.
Refunds are completed within 7 working days.
During bank holidays and Christmas shutdown, refunds will be completed the working day of return.
You can always contact us for any return questions at phoenixweddingsuk@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like personalised goods and handmade clothing and handmade to fit items.
Unfortunately, we cannot accept returns on wedding earrings.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We cannot be held responsible for delayed refunds for customers who do not send the goods back with their name and order number.