Return Policy + FAQs
Return & Exchange Policy:
We accept returns and exchanges for full-price merchandise within ten days of purchase. Only regular priced items are eligible for a refund to original form of payment. Full priced items purchased with a discount code or on promotion (for example, 20% off full price clothing) are not eligible for original payment refund but are eligible for store credit or exchange if returned within ten days of purchase. Items received as gifts are eligible for store credit / exchange only.
We reserve the right to refuse returns that do not meet the criteria below.
Final Sale Items: We do not offer exchanges, returns or store credit on final sale items. Final Sale items include: vintage clothing and goods, marked down goods, gift cards, intimate bottoms and bodysuits, socks, swim bottoms, beauty, body and personal fragrance.
Apparel: Garments must be in original, unworn condition and original tags must still be attached. Please be mindful of any makeup, perfume or deodorant that may rub off on the garments, or any jewelry that may snag the fabric.
Footwear: When trying on footwear for the first time, please wear clean socks and make sure to test on a carpeted surface as to not damage the soles. The shoe box and any dust bags must be returned alongside the footwear in its original condition. Please place the shoe box inside a shipping box to prevent any damage during transit.
Workshop tickets: Tickets are transferable but non-refundable. If you are feeling unwell (or have had potential exposure to COVID-19 or similar conditions), please do not attend. We will miss you, but appreciate you for helping keep us and our community healthy.
To begin a return, please contact our sales team at firstname.lastname@example.org with your order number and reason for return. Return inquiries are answered during current store operational hours; if you contact us on a day we are closed we will respond the next possible business day. All returns must be postmarked within 7 business days from the date that the shipment was received.
Customers are responsible for return shipping charges, please send items prepaid and insured to our shop location at 907 Charles Street, Fredericksburg, Virginia 22401.
We reserve the right to reject any returning products that do not comply with the above stated return policy. The customer is responsible for return shipping on rejected returns. In order to avoid this, please contact us at email@example.com prior to shipping back, to address any issues or concerns you have regarding the item(s) you wish to return.
Once we receive the package, your refund will be promptly issued if it complies with the return policy. The refund will be credited to the same card or account used to make the original purchase. Please allow 10 business days to ensure that your refund is credited.
We do not provide price adjustments on previous purchases and discount codes cannot be combined with any other offers.
Pick-up at Phosphene
If you would like to pick up your order from our shop in downtown Fredericksburg, please choose in-store pickup at checkout. Purchases are processed same-day if received during open business hours, and processed the next following open shop day if received outside of business hours.
Domestic Shipping within the United States
Phosphene ships from Fredericksburg, Virginia via USPS and UPS. Rates are determined by weight and destination. If an order is placed on a day we are not in the shop (Sunday - Wednesday) the order will be shipped on the next in-shop business day, Thursday. Please note that pre-order items may take longer to ship, this will be stated in the item’s description if applicable.
Tracking IDs are emailed to customers when the order has been shipped. If you have a question about the status of your order, please send us an email - firstname.lastname@example.org.
International Shipping Requests
We ship internationally by request - email us at email@example.com with your desired ordered and shipping address. Depending on your location, shipping times will vary. When ordering from Phosphene from international locations, you may be subject to import duties. customs taxes and/or brokerage fees. Phosphene is not responsible for any of these charges. For further information on customs policies, please contact your local customs office. Please note that all shipping costs are charged in US dollars when checking out.
Delayed, Lost or Damaged Packages
Once an order is given to a shipping service provider the item becomes that shipping service provider’s responsibility and Phosphene is no longer liable. Phosphene does not assume any responsibility for lost, stolen or damaged packages. If your goods have been damaged in transit, please contact us at: firstname.lastname@example.org with photos of the shipping packaging plus contents damaged.
Sustainability is important to us at Phosphene. All orders are shipped out in environmentally-friendly and curbside recyclable packaging. If plastic packaging has been used, it has been repurposed instead of thrown away from previously received shipments from vendor partners.
- All packaging is made from recycled and/or post-consumer waste
- Naturally biodegradable (tear strip must be removed)
- Often compostable (see label for details).
Frequently asked questions:
Where are you located?
Our shop has moved! We are now located at 907 Charles Street, Fredericksburg, Virginia 22401 (three blocks from our first location on Caroline Street).
What are your business hours?
How do we contact you?
During business hours you can reach us by calling the shop at +1 540-212-9447. If we miss your call, please leave us a voicemail so we can get back in touch, or alternatively you can send us an email at email@example.com.
***Please note - our team answers emails, calls and texts to the store phone during business hours. Emails, calls and texts received outside of business hours will be answered on the next business day our shop is open. If your call is urgent, please leave us a voicemail. Missed calls are not returned.***
Are you hiring?
Although we are not always hiring in the moment, we're always on the lookout for creative, hardworking talent! Send us an email and say hi - firstname.lastname@example.org
I received a paper gift certificate. How do I use it online?
We've recently transitioned to digital gift cards. Don't worry, your paper gift card is still good! You can come by our brick and mortar to use the gift card or send us an email at email@example.com. Please include a photo of the gift card (the side featuring the 'to' and 'from' details, and a little number written in the bottom corner). We'll issue you a new digital gift card within 24 hours of your request so you can get to shopping online :)
Do you accept Fredericksburg Downtown giftcards?
Yes, we do! Currently accepted in-store only. Cannot be used online.
Gold-plated and gold filled brass jewelry
Gold plated jewelry is 100% brass with sterling silver ear posts beneath the gold plate. The jewelry lines we carry at Phosphene use a much thicker gold plate than the industry standard, and once the pieces are plated, a protective finish is added to prolong the life of the gold plate. There is no nickel in any of the materials. This gold plated jewelry should hold it’s plating for years if the wearer takes proper care of the piece (see below).
To prolong the life of your gold plated and gold filled pieces, we recommend removing your jewelry when doing the following:
swimming (chlorine and salt can affect plating over time), showering, or washing your hands.
applying lotions, oils, perfumes, etc.
cleaning, especially with harsh chemicals!
rings when getting a manicure and necklaces/earrings when having hair treated
Do not use jewelry cleaner on plated items. You can polish these pieces with a damp cloth.