Shipping Policy

SHIPPING POLICY

Last updated: 15 July 2026

This Shipping Policy applies to orders delivered to the United Kingdom and Ireland.

Nothing in this Policy limits or excludes any rights you have under applicable consumer law.

1. DELIVERY DESTINATIONS

We currently deliver orders to addresses in:

• the United Kingdom; and
• Ireland.

An order may be fulfilled and dispatched by one or more of our international supply partners.

2. SHIPPING COST

Standard shipping is free for orders delivered to the United Kingdom and Ireland.

If we introduce an optional paid delivery service in the future, the price and relevant terms will be shown before the order is placed.

3. ORDER PROCESSING

Orders are usually processed within 1 to 3 business days after the order is confirmed.

During busy periods, product launches, public holidays or periods of unusually high demand, processing may take up to 5 business days.

Business days do not include Saturdays, Sundays or public holidays.

Processing time is included within our estimated overall delivery timeframe unless we clearly state otherwise.

4. ESTIMATED DELIVERY TIME

Most orders are expected to arrive within 6 to 12 business days after the order is confirmed.

This is an estimate rather than a guaranteed delivery date. Delivery can occasionally take longer because of factors such as:

• carrier delays;
• customs processing;
• severe weather;
• public holidays;
• unusually high order volumes;
• local delivery disruption;
• incorrect or incomplete delivery details; or
• circumstances outside our reasonable control.

Unless we have expressly agreed a different delivery period with you, we aim to deliver orders within 30 calendar days after the order is placed.

5. DELIVERY DELAYS

If your order has not arrived within the estimated delivery timeframe, contact info@sofielondon.uk and include your order number.

We will review the available shipping information and, where appropriate, contact the fulfilment partner or delivery carrier.

If an order is not delivered within 30 calendar days, or within another delivery period expressly agreed with you, you may ask us to deliver within an additional reasonable period.

If delivery is still not completed within that additional reasonable period, you may be entitled to cancel the affected order and receive a refund.

An additional period may not be required where:

• we have refused to deliver;
• delivery by a particular date was essential and this was clearly communicated to and expressly agreed by us before the order was placed; or
• applicable law otherwise permits immediate cancellation.

6. TRACKING INFORMATION

Where tracking information is available, it will normally be sent by email after the order has been dispatched or once the carrier makes the information available.

Tracking updates may take several days to appear and may not update at every stage of international transit.

A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

7. ORDERS ARRIVING IN SEPARATE PARCELS

Products in the same order may be fulfilled by different supply partners.

As a result:

• an order may arrive in more than one parcel;
• parcels may arrive on different days;
• separate tracking information may be provided; and
• one item may arrive before another item from the same order.

There is no additional shipping charge when we divide an order into separate parcels.

8. DELIVERY ADDRESS

You are responsible for checking that the delivery name, address, postcode and contact details entered at checkout are complete and accurate.

If you notice an error, contact info@sofielondon.uk immediately.

We will try to update the address before dispatch, but we cannot guarantee that a change will be possible once processing has started or the parcel has been dispatched.

If a parcel is returned because:

• the address supplied was incorrect or incomplete;
• delivery was refused without our instruction;
• the parcel was not collected within the carrier’s collection period; or
• repeated delivery attempts failed because no one was available,

we may ask you to pay the reasonable cost of reshipping the parcel.

This will not apply where the failed delivery was caused by our error or the carrier’s error.

9. CUSTOMS, IMPORT TAXES AND OTHER DELIVERY CHARGES

Orders may be dispatched from outside the United Kingdom or Ireland.

We aim to arrange standard delivery so that customers are not asked to pay unexpected customs, import or carrier-handling charges that were not disclosed before purchase.

If a carrier, postal operator or customs authority asks you to pay an unexpected charge, contact info@sofielondon.uk before making payment and send us:

• your order number;
• a copy or screenshot of the payment request;
• the amount requested; and
• the name of the carrier or authority requesting payment.

We will investigate the charge and explain the available solution. Where a charge is our responsibility or was not properly disclosed before purchase, we will arrange an appropriate remedy, which may include paying or reimbursing the charge, arranging redelivery, or offering another remedy required by law.

Do not make payment through an unverified link. Confirm unexpected payment requests directly with the delivery carrier or contact us for assistance.

10. MARKED AS DELIVERED BUT NOT RECEIVED

Carrier tracking may occasionally show a parcel as delivered shortly before it is physically received.

If your tracking shows “delivered” but you cannot find the parcel:

• check the delivery location, safe place and any delivery photograph;
• check with household members, neighbours, reception or building management;
• check for a collection card or carrier message; and
• allow up to 48 hours for the parcel to appear.

If the parcel is still missing after 48 hours, contact info@sofielondon.uk with your order number and delivery address.

We will investigate with the carrier or fulfilment partner. We may ask you to complete a missing-parcel declaration or provide reasonable information needed for the investigation.

11. LOST PARCELS

A parcel will not automatically be treated as lost only because tracking has temporarily stopped updating.

We will normally begin a formal investigation when:

• the estimated delivery window has passed; or
• tracking has shown no meaningful movement for at least 10 business days,

depending on the circumstances.

We remain responsible for the order until it is delivered to you or to a person you have authorised to receive it, except where applicable law provides otherwise.

If a parcel is confirmed lost before delivery, we will provide an appropriate remedy. Depending on the circumstances and product availability, this will normally be:

• a replacement at no additional cost; or
• a refund to the original payment method.

We may also offer a discount code or another goodwill gesture, but this will not replace any refund or replacement that is legally required.

12. DAMAGED PARCELS OR ITEMS

Please inspect your order promptly after delivery.

If a parcel or item arrives damaged, contact info@sofielondon.uk as soon as possible and preferably within 48 hours. Include:

• your order number;
• a description of the damage;
• clear photographs or video of the item;
• photographs of the external and internal packaging; and
• a photograph of the shipping label.

The 48-hour request helps us investigate the issue quickly. It does not remove any statutory rights that continue beyond 48 hours.

Damaged, faulty, incorrect or not-as-described items are handled under our Refund & Returns Policy.

13. FAILED OR REFUSED DELIVERY

Please do not refuse a parcel unless we have instructed you to do so.

Refusing delivery may not automatically return the parcel to the correct fulfilment facility and may delay the resolution.

If a parcel is returned to sender because of a customer-provided address error, failure to collect or an unauthorised refusal, we may require payment of the reasonable reshipping cost before sending it again.

If the failed delivery resulted from our error or the carrier’s error, you will not be charged for the appropriate replacement delivery.

14. ORDERS FOR WEDDINGS, HOLIDAYS OR OTHER EVENTS

Delivery dates shown on the Store are estimates unless we expressly agree a guaranteed date with you in writing before the order is placed.

Do not place an order relying on delivery by a wedding, holiday, birthday or other important event unless you have allowed sufficient time.

If delivery by a particular date is essential, contact info@sofielondon.uk before ordering. We cannot guarantee an event date unless we expressly confirm that date in writing.

15. ORDER CANCELLATION AND RETURNS

We will try to stop or amend an order that has not been dispatched, but we cannot guarantee that this will be possible once processing has begun.

If the parcel has already been dispatched, you may need to receive it and then follow the cancellation and return process in our Refund & Returns Policy.

Your statutory cancellation and consumer rights are not removed because the order has already been dispatched.

16. CONTACT

For shipping, tracking and delivery questions, contact:

Sofie London
Email: info@sofielondon.uk

Suggested email subject:

Shipping Question – Order [ORDER NUMBER]