Lifetime Guarantee & Repair Service

We offer a lifetime guarantee on all our styles made after 2019*

Lifetime Guarantee

Our lifetime guarantee means we guarantee our products will last for their reasonably expected lifetime. When bought from us our products are guaranteed against defects in materials and workmanship for the lifetime of the product, by the original owner. 

If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided. The guarantee will be assessed on a case-by-case basis.  

    What’s not covered

    The guarantee does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. We cannot guarantee products that have been altered. 

    What is the 'Expected lifetime' of underwear

    Because underwear works hard, gets washed and worn often, and is put under a lot of strain, it has a relatively short lifespan. Based on frequent wearing and washing you can expect bras to last about one to two years. If you wear your product only occasionally you can expect it to last much longer, but it may no longer be covered by the guarantee. This will be assessed on a case-by-case basis, taking into consideration your unique situation and the defect present.

    Knickers are washed far more often than bras and so their expected lifetime is generally shorter. Usually about a year with weekly wear.

    What’s “normal wear and tear”?

    We design and manufacture every product with a lot of care and attention to detail but no matter how carefully made a garment is, it will age and lose some of it’s original features. For bras one of the most obvious are the elastics which will stretch out over time. This is not a defect, but simply the nature of fibres. Fraying and fading fabrics and seams are also normal, as is fading or discolouration of hardware after frequent washing or wearing. To keep your product looking good for as long as possible please always follow the care instructions.

    How it works

    If you believe your product is defective, please contact us on info@phaein.com with pictures of the defect and a short description. We will then be able to assess whether your defect is covered by the guarantee or whether we can offer a paid repair.

    Please do not send us items before emailing us to confirm we can repair or exchange the item.

    All products must be washed and clean before arriving with us. If they are not clean they will be returned at the customers expense. 

    Who handles shipping costs?

    Customers are responsible for shipping items to us, and we will return the item at no charge to the customer, after it’s been repaired.

    We will charge for returning any items that have not been repaired and are not covered by the guarantee, therefore please email us before sending products.

      

    REPAIR SERVICE

    We are able to offer some paid repairs to extend the life of your bras. Please see some of our options below:

    • Replace wires
    • Replace shoulder straps
    • Replace hook & eye
    • Repair stitches
    • Repair holes in fabric

    For more information and costs please email us at info@phaein.com.

     

    *Styles not included in the lifetime guarantee are the Balconette in Petrol, Balconette in Carnation Lace, Balconette in Jersey, the Bralette, all 3 cotton-modal knicker styles, and the Hipster in Petrol.