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.

We pride ourselves on offering a complete bespoke service within our studio with the shoes being individually made by hand. Please see the details below regarding the returns policy. 

Bridal Shoes (Handmade To Order) are handmade to order especially for you and exempt from our returns policy however you are more than welcome to exchange them, we will work with you from point of order to ascertain your correct shoe last size. You can even choose to receive our sample fabrics so you can make your choices and match them to your gown.

Please allow 2 - 3 weeks for bespoke bridal shoes, this may be extended during peak season.  We do not allow last minute rush orders as we take great pride in our shoe production.

If you are unsure which items are returnable it is made clear in the descriptions of each product. 

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.

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 14 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 order items.

Unfortunately, we cannot accept returns on wedding earrings.

Exchanges
The fastest way is to reorder the shoes in the new size and then a refund will be made once the item to be exchanged is received.

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.