Refund policy
We hope you love everything you order from Phoenix Shop, but if something isn’t quite right, we’re happy to help!
You have 14 days from the date your order arrives to return your item. All returns must be postmarked or done in store within 14 days of receipt.
What Is Eligible for Return
Our return policy is for store credit or exchange only.
We do not offer refunds to the original form of payment.
Store credit is issued as a Phoenix Shop gift card and never expires.
To be eligible for a return, your item must be in the same condition you received it — unworn, unwashed, smoke-free, with tags attached, and in its original condition. Items that do not meet these requirements may be refused.
Final Sale Items
The following items are considered final sale and are not eligible for return or exchange:
- Sale or clearance items, including sale section on website, sale rack at the shop or any special promotions
- Any order where a discount code 15% or more was used
- Custom hats
- Jewelry
- Accessories
- Home decor
All returned final sale items are subject to refusal or a 15% restocking fee at our discretion. Email info@psphoenixshop.com for special requests or concerns.
Discount Policy
If you use a discount code that is 15% or more, your items are considered final sale.
Late Returns
Items returned outside of our 14-day return window may be subject to refusal or a 15% restocking fee at our discretion.
Damaged or Incorrect Items
We want you to love your order! If something arrives damaged, defective, or incorrect, please notify us within 3 days of delivery so we can review the issue.
Exchanges or store credit for damaged items will be handled on a case-by-case basis to prevent abuse of our policy.
How to Start a Return
Getting started is easy!
- Log into your Phoenix Shop Account here or at the top right of our home page.
- Find your order and click Request Return.
- You’ll get an email confirming your request, and we’ll review it within 24 hours.
Once approved, we’ll send you a prepaid return shipping label. A $7.95 return shipping fee will be deducted from your store credit amount.
Please make sure your return is shipped within the 14-day return window. Returns sent outside of this window may be refused or subject to a restocking fee.
Once your return is received and inspected, you’ll receive an email confirmation. If approved, your store credit will be issued via gift card, or your exchange will be processed if the item is in stock.
Need help? We’re always happy to assist! Reach out to us anytime at info@psphoenixshop.com.