RETURN & EXCHANGE POLICY

We accept returns and exchanges for full-price merchandise within ten days of purchase.

We do not provide price adjustments on previous purchases and discount codes cannot be combined with any other offers.

Items received as gifts are available to return for store credit only. All holiday-season gift exchanges and returns must be completed by January 15, 2024.

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. 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. Gift sets are also considered final sale.

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. 

INITIATING A RETURN

To begin a return, please contact our sales team at info@phosphenestudio.com 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 info@phosphenestudio.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. 

Shipping & Delivery

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 at info@phosphenestudio.com.

We ship internationally by request - email us at info@phosphenestudio.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. 

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

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.

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: info@phosphenestudio.com 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)

Garment + Product Care Guides

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 late. 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, perfumes, et.
  • cleaning - especially with harsh chemicals!
  • rings when getting a manicure and necklaces / earrings when getting your hair treated.

Do not use jewelry cleaner on plated items. You can polish these pieces with a damp cloth.