Returns

To return your purchase via post:

• Attach the Royal Mail returns label from your dispatch note to your parcel, making sure you've removed the original address label.
• Package your parcel securely and ideally the goods should be returned in their original packaging.
• Take the parcel to the Post Office. You will be issued with a receipt, which should be kept safe until your refund is processed.
• You can track the progress of your returned parcel by using the Royal Mail tracking link on your proof of postage receipt.
• Please allow 14 working days for returns to be received by our distribution centre and processed from the date of posting.
• Once your return is processed you will be notified by email.
• It can take up to 3-5 days for the refund to be processed by your bank.
• Refunds will be credited to the payment card or PayPal account used to make the purchase.
• If you’ve received an email confirming your refund but can’t see the money in your account after 3 working days, please contact your bank/card issuer. We are not liable and cannot take responsibility for any bank charges that you may incur during the refund process.

Looking for help with your returns?

How long do I have to return?

• If your purchase is not suitable, you have 28 days from receipt to return this back to our warehouse (exclusions apply). This applies to full price and sale items.

Where is my refund?

• Your return will take 14 working days to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account once this has been processed. You will be notified via email once your return is complete and refunded. Please allow the full 14 working days after the delivery for our returns team to process your order and refund.

I sent back more than one item, but have only been refunded in part.

• Your parcels may not arrive back at our warehouse together, please allow up to 14 working days for parcels to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account. As parcels may be separated in transit please allow the full 14 working days for all refunds to be processed.

Can I exchange an item?

• We do not offer exchanges through postal returns; your order will be refunded. A new order can be placed for the item or size you wish to change. Exchanges can be made in a standalone Phase Eight store.

I returned my order over 14 working days ago

• If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned, and include a scan or photo of your posting receipt for this to be investigated.

Still have a question? See our FAQs page for more information on our returns process.

Exchanges

• We are currently unable to offer exchanges by post for online purchases. Alternatively, you can place a subsequent order for the new product and return the original product via our free returns options outlined above.
• If your item is damaged or faulty upon receipt the cost of returning will be free.
• Please keep your postage receipt and contact Inside Story customer service once we have processed your return to arrange a refund for postage costs.
• We will only pay the cost of returning your purchase via your local postal service up to a maximum cost of £7.50 per kg.

Cancelling an order

• Regrettably we are unable to cancel any orders once they have been placed. You can, of course, return any unsuitable items to us when they arrive using the enclosed returns label.