Return Policy + FAQs

Returns + Exchanges

We offer returns and exchanges for items in new and unworn condition in original packaging with tags attached.

We reserve the right to deny any credits if the merchandise does not meet our requirements.

Apothecary, personal fragrances and intimates are final sale without exception.

All return shipments must be postmarked within 14 days of the purchase date. A confirmation email will be sent to you as soon as your refund has been processed.

To begin a return, please contact our sales team at hello@phosphenestudio.com with your order number and reason for return, along with with tracking/confirmation for the package. Returned merchandise must be securely packaged up with all original tags, packaging, etc and include a note with your order number and email address. Please ship your package to:

Phosphene
Attn: Returns
806 Caroline Street 
Fredericksburg, Virginia 22401

 

Regarding shipping:

We do not currently ship outside of the United States. 

Once an item has been shipped, Phosphene is not responsible if the item is lost, stolen or damaged in transit. Phosphene uses USPS priority shipping for most domestic orders.

If you prefer an alternative method of shipping, please contact our team via e-mail (hello@phosphenestudio.com).

If a package is lost, stolen or damaged in shipment a claim needs to be filed with the shipping service provider used and not with Phosphene Studio.  If a package shows that it has been delivered through the tracking number and the customer is unable to locate their package, Phosphene is not responsible and will not issue a refund or store credit.  

Phosphene cannot be held responsible for items lost or damaged while in transit. Once we receive your return, a member from our sales team will review your order. Upon approval, your refund will be issued in the form of the original method of payment minus shipping costs. Phosphene is not responsible for return shipping costs.

 

Frequently asked questions:

Where are you located?

We are located at 806 Caroline Street Fredericksburg, Virginia 22401.

What are your business hours?

Tuesday - Friday 11-5 // Saturday 10-5 // Sunday 11-4 // Closed Mondays. We're open 24/7 online ;)

How do we contact you?

If you're not able to come by the store during business hours, email is the best way to get in touch! Drop us a note at hello@phosphenestudio.com.

Are you hiring?

We're always on the lookout for creative, hardworking talent! Send us an email and say hi - hello@phosphenestudio.com

Can I host a special event in the studio?

In short, yes! The studio can accommodate gatherings from classes to celebrations. Our space is ideal for a variety of uses such as pop-ups, creative or wellness workshops and workshop parties that compliment the store's current range. Our intimate space can accommodate up to ten guests. To inquire about the space, get in touch with Rachel at hello@phosphenestudio.com. Please note not all requests will be able to be accommodated.

How do I care for 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.