Store  Policy

Shipping Policy

All orders are shipped via USPS.

SHIPPING TIMES:

Standard shipping is 5-7 business days.

Priority shipping is 3-4 business days. (Order must be placed by 12 PM EST to ship the same day)

Express shipping is 1-2 business days. (Order must be placed by 12 PM EST to ship the same day)

International shipping is 7-21 business days.

*All Express and Priority orders placed after 12 PM on Friday will ship on Monday. If Monday is a holiday, the order will ship on Tuesday.

 

If you haven’t received a tracking number or your package by the 7th business day, please email info@shopphoenixonline.com

Return Policy

If you are unhappy with your purchase, please send it back to us within 7 days of the delivery date with a completed return slip.  All merchandise returns must be unworn, unwashed, and still have the original tags attached.  We are happy to issue you a store credit for use on an exchange and/or future purchase. 

Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping HERE). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. We recommend shipping packages back using USPS Flat Rate shipping with a tracking number, as we are not responsible for lost packages or stolen packages. Without proof of receipt and delivery, The Phoenix Collection will not issue store credit.

Returned items must be unworn and unwashed (free of any stains from makeup, deodorant, or wear) with all tags attached. Defective items must be reported within 48 hours of receipt. If not reported within that time frame, a credit will NOT be issued. If you believe you have received an incorrect item, please contact us within 24 hours of receiving your package.

  • All items must be unworn
  • All Items must be in their original packaging
  • You must include the original invoice/packing slip, and be
  • Accompanied by a completed returns slip (available by clicking HERE).

Please note that original shipping fees are non-refundable and return shipping costs are the customer’s responsibility. The Phoenix Collection does not provide return shipping labels. A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an “un-deliverable” address.

Reserved Rights Regarding Returns

The Phoenix Collection reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of “wardrobing;”
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
  • Potential fraudulent or criminal activity.

Similarly, The Phoenix Collection reserves the right to refuse service to any client or entity, due to similar actions as noted above.

Wardrobing & Excessive Returns

Our Customer Protection Team also handles situations in which a Phoenix client’s return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a client or business, we must ensure the safety, welfare, and comfort of all Phoenix Collection clients across the globe.

Final Sale Items

All items ending in $.98 are considered “Final Sale” and cannot be returned for store credit. Additionally, bodysuits, swimsuits, and/or undergarments are non-returnable. In the event of an unauthorized return, The Phoenix Collection reserves the right to apply a 50% restocking fee for bodysuits, swimsuits, undergarments, or final sale items.

Exchanges

Because we can’t ensure our clients will be issued the style/size they desire by the time their items are returned, we are unable to accommodate exchanges by mail. We will issue you a store credit via email once your return has been received and inspected. You may use the store credit towards the correct item/size or for another item.

Damaged Items

Please print and fill out this form, and return it along with the damaged item, we will issue you store credit in an email and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for packages that get lost in transit. 

Once we receive your package, we will email you a store credit in the amount of your item, plus the cost of the shipping return (up to $10.00 USD provided,  it will also include a copy of the receipt itemizing the return shipping cost).

Return by Mail

Print and fill out our return slip (click HERE to download a copy) and include your original packing slip with the item(s) being returned.  Returns that DO NOT include your original order number on the slip or with your returned item(s), may experience a delay in processing.

Pack your item(s) securely in the original product packaging, if possible. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed. We do not accept returns on bodysuits, bodysuit dresses, swimwear, undergarments, or final sale items (those items ending in $.98).

All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.

Send your package to:

The Phoenix Collection–RETURNS
P.O. Box 29148
Columbus, Ohio 43229

Store Credit

Store credit via email for your returned item(s) will be processed once they are received. Please allow 5-7 business days to process your return once it is received. Your store credit covers the original purchase price and tax if applicable. The Phoenix Collection does not credit original shipping charges.

Stale Returns

The Phoenix Collection requires items to be returned within 7 days of the original delivery date. Returns received AFTER 7 days are considered stale returns. Stale returns are subject to being rejected and returned the sender. Alternatively, if the cost returning the item to your attention exceeds the then current value of the item, The Phoenix Collection will apply a 50% restocking fee to the item(s) when processed in our distribution center. A store credit for the remaining balance will be issued following our normal return process.

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