Returns Portal

It can be intimidating to choose the right hair extensions so we want to support you in making that choice by offering free delivery on all orders over £100 and a free returns service in Mainland UK. This is our pledge to confidently provide you with absolute comfort in your decision to shop with Phoenix Crown.

You have 14 days from the date of delivery to request your return by using our hassle-free, online Returns Portal. To get started, access the Returns Portal and enter your order number and email address, which can be found on your order confirmation email. Once you have completed your online returns request, a prepaid returns label will be emailed directly to you. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in line with our Returns Policy. We will require up to 5 business days from receipt of the returned item to process a refund.

Yes, you may request a return within 14 days from the date of delivery.

To be eligible for returning hair extensions, your item must not have the security ribbon and/or tag broken or tampered with, be unused, and be in the exact same condition that you received it. Please also send the item(s) in the same packaging as you originally received your order. Any non-hair extension products you wish to return, must also be unused and in the same condition that you received the item(s) with any ribbons and/or tags kept in place and not tampered with.

Unfortunately, we are unable to accept a return of hair extensions where either the security ribbon and/or tag has been broken or removed due to hygiene and quality. Any promotional items received as part of the order you are returning must also be returned to us in the same condition, unused and with all tags in place. Please see our Returns Policy for further details.

No, Phoenix Crown is driven to provide our valued customers with the best buying experience we can offer and our returns process is no exception!

The returns process can be easily started via our online Returns Portal. To start a return request, enter your order number provided in your order confirmation email from Phoenix Crown, together with the original email address used for placing your order. Proceed through the steps, providing all the information required to allow us to swiftly process your return request.

It can take up to 3 business days to review your request. If the return complies with our Returns Policy, a prepaid label will be emailed to you. We will contact you should we require any further information in order to approve your return request.

You will have a further 14 days from the date you submitted your return request, to send the item back to us.

Please send the item in the same packaging as you originally received it. This will ensure that any potential damage is minimised during transit. In the event that you do not have the original packaging, please use alternate packaging that is suitable to keep the item protected from any damage on its way back to us.

Any packages lost, delayed or damaged in transit will be your responsibility in line with our Returns Policy.

Yes, although we organise the returns label, you are still required to obtain a receipt, as proof of returning your parcel.

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.

Once we have received and determined that the returned item complies with our Returns Policy, we will send you an email to confirm your return has been approved for a refund.

Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. We require up to 5 business days from receiving the returned item to process the refund. Please note that the Financial Institution that facilitated the original payment may require additional days before funds are returned to your account. If a gift card was used for partial payment, the gift card will be refunded ahead of any other payment method used.

In the event that it is visible the security ribbon and/or tag has been broken or tampered with for returned hair extension products, we will be unable to refund you due to hygiene and quality. We will consequently arrange to redeliver the item to your original order address.