Returns & Exchanges

Ready To Wear Shoes have a 30 day returns and exchange policy, postage return is at the buyers cost.

The Botanical Collection & Hand Painted Collection are non returnable as they will be painted especially for you or decorated once you have tried them on. You may try the shoes first before we decorate them to ensure they fit you perfectly.

Handmade To Fit Shoes and sale items are strictly on a non returnable basis, these shoes are made to fit our brides foot exactly. Please note handmade to fit shoes are made completely by hand and take approx 4-6 weeks to arrive to us, this may differ in the event of busy seasons and we will update our website accordingly. We recommend you order in plenty of time.

Sale Shoes are non returnable as they are clearance stock heavily reduced unless they are from the current collection.

All of our items are handmade to order including our clothing etc. The delivery time is specified below each product.

To be eligible for an exchange, 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 10 working days of receipt during 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 question 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 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.

Please allow 3-5 working days for your refund to be processed.