Return Policy
For step-by-step instructions on how to return or exchange an item, please see "How to Return or Exchange" section below.
For more information regarding a refund or credit, please see "If you Paid with. . ." section.
returns + Exchange policy
If you're not completely happy with a purchase, just return it for a full refund within 60 days of purchase. Returns with proof of purchase (order confirmation page, order details page, or order emails) will be refunded in the way the original purchase was made. If you do not have proof of purchase, we will let you exchange or give you store credit for the current price.
If there appears to be fraud or abuse, we may not return your item.
If you buy a swimsuit, underwear/swim bottoms & remove the hygienic liner, we will no longer be able to accept the return.
Final sale items cannot be returned or exchanged.
If your items were damaged when you received them, you can return them within 30 days of receipt. If you have questions, feel free to call Customer Service at 844-310-0971.
how to return or exchange
We accept returns and exchanges within 60 days of purchase. We provide one return label (RMA) for each order. For any returns or exchanges, we would love it if you can reuse the original packaging to send back any item. Every little bit helps conserve the environment!
We cannot accept exchanges by mailing the item back to us at this time. For exchanges, the item needs to be returned first, then a second transaction should be made for the purchase that completes your exchange.
- Through your online portal, you can indicate which items you’d like to return and print your shipping label to send your items back.
- If your order qualified for free returns, you can use the printed label to mail your items back at no additional cost.
- If your order did not qualify for free returns, you can still use the label you print to mail your items back. A $5 fee will be deducted from your refund to cover shipping costs.
If you suspect fraudulent activity on your account and/or have concerns about a call you received from someone claiming to be from PhoenixActive.com regarding your purchase/return, do not provide them with any information, hang up, and contact Customer Service at Contact Us. If PhoenixActive.com contacts you about a return we will not disclose order or personal information in advance, ask you to install software, or ask you to give us bank account information to process a return, but we may ask for certain information to confirm your identity.
Start a return or exchange.
Extended holiday returns policy
Items purchased online between Nov 1 and Dec 24 may be returned by mail and received at our facility by Jan 15 of the following year, or 60 days from the ship date, whichever is later. Please allow 5-7 days for return mail. Proof of purchase is required.
Notes:
- Swimwear and underwear must have the original price tags and hygienic liner intact.
refunds + credits
Most refunds are made in the form of original payment.
For exchanges, the item is returned first, then a second transaction is a purchase that completes your exchange. For more information, see "How to Return or Exchange" section. Start a Return Here.
if you paid with. . . .
Details for various methods of payment are below:
Refund your purchase amount to that same card.
Refund your purchase amount to that same card.
Refund your purchase amount to the same gift code or card or issue a new gift code or card for that amount.
Refund your purchase amount to the same gift code or card or issue a new gift code or card for that amount.
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount cannot be transferred.)
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount cannot be transferred.)
Refund your purchase to the PayPal or Apple Pay account you paid with.
Refund your purchase to the PayPal or Apple Pay account you paid with.
How do I return or exchange an item purchased using Installments by Shop Pay or Afterpay?
If you have changed your mind, you can return your Shop Pay or Afterpay purchase by mail for a refund. Shop Pay or Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Shop Pay or Afterpay.
How do I return or exchange an item purchased using Installments by Shop Pay or Afterpay?
If you have changed your mind, you can return your Shop Pay or Afterpay purchase by mail for a refund. Shop Pay or Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Shop Pay or Afterpay.
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
If you pay using both a gift code and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift code and a credit card, we would refund half the return to the credit card, and half to a new gift code we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift code. And if you returned the $40 item, the entire refund would go to the credit card.
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
If you pay using both a gift code and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift code and a credit card, we would refund half the return to the credit card, and half to a new gift code we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift code. And if you returned the $40 item, the entire refund would go to the credit card.
How much is the return shipping fee for online purchases?
Returns are free for purchases over $100. If your purchase was below $100, returns are a flat $5 fee. Start a Return Here.
Is the shipping fee charged for exchanges?
If the exchanged item/items are over the $100 purchase, then the exchange is free. If the exchanged item was under or less than $100 purchase, we charge a $5 flat fee for an exchange. Please see "How to Return or Exchange" section.
How long do I have to return or exchange an item I bought online?
Returns/exchanges must be received within 60 days of ship date.
Can I still return items if I can’t find my email confirmation?
Yes, you can! We do not send a receipt/invoice in your package; this helps to conserve packaging materials. If you cannot find your email confirmation, your Order History details can serve as your confirmation.
How can I receive a refund for my order?
Refunds require proof of purchase: the shipping confirmation email, order history in your portal, or the original credit card used for the purchase.
Can I return items I purchase in the Instagram Shop or Facebook Shop?
Yes, you can. Refunds require proof of purchase: the shipping confirmation email, or the original credit card used for the purchase.
I received an item as a gift. How can I receive a refund?
Gifts returned with gift receipt email or original order confirmation email will receive a gift code in the amount of the purchase price. Gifts returned without gift receipt or invoice will receive a gift code in the amount of the current selling price.
Are there limitations on returning specific merchandise?
Final sale items cannot be returned or exchanged. Swimwear, and underwear must have the original price tags attached and hygienic liner intact.
Can I return an item I bought on sale or clearance?
Yes! You will be refunded the amount you purchased the item for.
I am interested in purchasing an item that is marked as "Final Sale" on the website, or I have just purchased an item that is marked as "Final Sale." What does that mean?
Final Sale items cannot be returned or exchanged by mail.
What happens if I take the tags off or wash the item? Can I still return/exchange?
Your return/exchange will still be processed if the original tag is missing. Returns and exchanges are inspected for wear and tear and will be subject to inspection to determine if the full purchase price amount can be refunded.
If there appears to be a fraud or abuse, we may not return your item.
Swimwear, and underwear must have the original price tags and hygienic liner intact. If you buy a swimsuit, underwear/swim bottoms & remove the hygienic liner, we will no longer be able to accept the return.
When will I receive my refund?
Please allow for 2-4 weeks for us to receive your items. Once it’s received, you’ll get an email that your refund is being processed. Once the refund is triggered, it will take 5-7 business days to be completed.
Can I return an order I purchased with Shop Pay or AfterPay?
If you purchased with Shop Pay or Afterpay, your return amount will reflect the payments you've made. You'll receive an email from Shop Pay or Afterpay with details about your refund and cancelation of your payment plan.
Actual refund amount is subject to applied discounts, tax, shipping costs, and item condition.
What do I do if I suspect fraudulent activity?
If you suspect fraudulent activity on your account and/or have concerns about a call you received from someone claiming to be from PhoenixActive.com regarding your purchase/return, do not provide them with any information, hang up, and contact Customer Service at Contact Us.
If PhoenixActive.com contacts you about a return we will not disclose order or personal information in advance, ask you to install software, or ask you to give us bank account information to process a return. We may ask you to confirm information regarding your order or personal information to verify your identity.