Terms Of Service
TERMS OF SERVICE
Last updated: 16 July 2026
1. OVERVIEW
Welcome to Sofie London.
Sofie London is the trading name used for this online store and website. In these Terms of Service, “Sofie London”, “we”, “us” and “our” refer to the operator of the Store.
The Store is hosted by Shopify, which provides the ecommerce platform that enables us to display and sell products to you.
These Terms of Service govern your access to and use of the Store, as well as purchases made through it. They should be read together with our Privacy Policy, Cookie Policy, Shipping Policy and Refund & Returns Policy.
By using the Store or placing an order, you agree to these Terms. If you do not agree, you should not use the Store or place an order.
Nothing in these Terms limits or excludes any mandatory consumer rights that apply to you.
2. WHO MAY USE THE STORE
You may use the Store only for lawful purposes.
To place an order, you must have the legal capacity to enter into a purchase contract or have the permission and involvement of a parent or legal guardian where required.
You must provide accurate, current and complete information when placing an order or creating an account.
You are responsible for keeping your account credentials secure and for activity carried out through your account, except where the activity results from our failure to use reasonable security measures.
3. PRODUCTS AND PRODUCT INFORMATION
We aim to describe and display our products accurately.
However:
• colours may appear differently depending on your screen, lighting and device settings;
• product photographs may show styling items or accessories that are not included unless stated;
• measurements may vary slightly because of manual measuring;
• product packaging may differ from the images shown; and
• minor design, labelling or packaging changes may occur where they do not materially alter the product.
Product images are intended to represent the product as accurately as reasonably possible. Minor differences in colour, pattern placement, packaging or small design details may occur, but the product supplied should not materially differ from its description and images.
Please review the product description, photographs, available variants and size information before ordering.
Where a product is sold as a matching set under one selected size, the selected size normally applies to every included piece unless the product page states otherwise.
We may update product descriptions, photographs, availability and specifications to correct errors or reflect supplier changes. We will not materially substitute a product after you order without your agreement.
Products must be of satisfactory quality, fit for any purpose made known to us and match their description, as required by applicable consumer law.
4. PRODUCT AVAILABILITY
All orders are subject to product availability.
An item being displayed on the Store does not guarantee that it will remain available.
If a product becomes unavailable after you place an order, we may offer an appropriate alternative, which you are free to decline, remove the unavailable item and refund it, or cancel the affected order and issue a refund.
We will contact you using the details provided with the order.
5. ORDERS AND CONTRACT FORMATION
When you submit an order, you are making an offer to purchase the selected products.
An automated order confirmation acknowledges that we received your order. It does not necessarily mean that the order has been accepted.
A purchase contract is formed when we expressly confirm acceptance or dispatch the order, whichever happens first.
Before acceptance, we may decline or cancel an order for a legitimate reason, including:
• the product being unavailable;
• an obvious pricing or description error;
• unsuccessful or reversed payment;
• suspected fraud or unauthorised payment;
• an address we or our fulfilment partners cannot deliver to;
• quantity limits or suspected commercial resale; or
• a legal or regulatory restriction.
If we cancel an order after taking payment, we will refund the affected amount to the original payment method without undue delay.
Please check your order carefully before submitting it. Contact info@sofielondon.uk immediately if you notice an error. We will try to help, but changes cannot be guaranteed once processing has started.
Your statutory cancellation rights are explained in our Refund & Returns Policy.
6. PRICES, PAYMENT AND PROMOTIONS
Prices shown on the Store are the product prices that apply when you place the order, unless there is an obvious error.
Standard shipping to the United Kingdom and Ireland is free.
Any optional charge that applies to an order will be shown before you complete payment.
Payments are processed through Shopify and the payment providers available at checkout. We do not generally receive or store your complete payment-card number.
You confirm that the payment information you provide is accurate, you are authorised to use the selected payment method, and sufficient funds or credit are available.
Discount codes and promotions:
• may have separate conditions;
• may be limited by date, product, customer or availability;
• cannot be combined unless we state otherwise;
• have no cash value; and
• may be cancelled where they are used fraudulently or contrary to their stated conditions.
A genuine pricing error does not require us to supply a product at the incorrect price. If an obvious error affects your order, we will contact you and allow you to proceed at the correct price or cancel for a full refund.
7. SHIPPING AND DELIVERY
We currently deliver to addresses in the United Kingdom and Ireland.
Standard shipping is free.
Orders are normally processed within 1 to 3 business days. Processing may take up to 5 business days during busy periods, public holidays or unusually high demand.
Most orders are estimated to arrive within 6 to 12 business days after the order is confirmed. Delivery dates are estimates unless we expressly guarantee a date in writing.
Orders may be fulfilled by international supply partners. This means that products may be dispatched from outside the United Kingdom or Ireland, one order may arrive in multiple parcels, parcels may arrive on different days and different carriers may be used.
We remain responsible for the goods until they are delivered to you or to a person you authorised to receive them, except where applicable law provides otherwise.
Unless another delivery period has been expressly agreed, we aim to deliver within 30 calendar days.
Full delivery information, including delays, tracking, lost parcels, failed delivery, address errors and unexpected import charges, is provided in our Shipping Policy.
Do not rely on an estimated delivery date for a wedding, holiday, birthday or other important event unless we expressly confirmed the required date in writing before the order was placed.
8. CANCELLATIONS, RETURNS AND REFUNDS
Our Refund & Returns Policy explains:
• the 14-day change-of-mind cancellation period;
• the additional period for returning goods after cancellation;
• return conditions;
• customer-paid return postage for ordinary change-of-mind returns;
• product-specific return addresses, which may be overseas;
• faulty, damaged, incorrect and not-as-described products;
• hygiene and personalised-product exceptions;
• size replacement options; and
• refund timing.
Where you exercise a statutory right, nothing in our returns process or Return Request Form removes that right.
If goods are faulty, damaged, incorrect or not as described, the remedies available may include repair, replacement, price reduction or refund, depending on the circumstances and applicable law.
Sale and discounted products have the same statutory consumer rights as full-price products.
9. OPTIONAL SIZE REPLACEMENT
For a non-faulty item where you selected the wrong size, we may offer a simplified replacement-size option.
Where offered:
• it is discretionary and not guaranteed;
• the required size must be available;
• it is available once per item;
• you may be allowed to keep the original item; and
• you will pay only the delivery charge disclosed before you accept the option.
This optional arrangement does not replace any cancellation or refund right that applies by law.
If we sent the wrong product or size, you will not be charged for an appropriate replacement delivery or reasonable return costs.
10. ACCOUNTS AND CUSTOMER INFORMATION
You may be able to create a customer account.
You are responsible for providing accurate information, updating your information when it changes, protecting your password and notifying us if you suspect unauthorised access.
We may suspend or close an account where reasonably necessary because of fraud, misuse, unlawful activity, security concerns or a serious breach of these Terms.
Closing an account does not remove obligations connected with orders already placed.
Our handling of personal information is explained in our Privacy Policy.
11. INTELLECTUAL PROPERTY AND THIRD-PARTY CONTENT
Sofie London does not claim ownership of product photographs, product videos, supplier descriptions, manufacturer materials, logos or other content supplied by manufacturers, suppliers, fulfilment partners or other third parties.
Such third-party content remains owned by its respective creator, supplier, manufacturer, licensor or other rights holder.
The display of third-party content on the Store does not transfer ownership of that content to Sofie London or to customers.
We only claim rights in original content that we have created ourselves, including any original Sofie London branding, website text, graphics or design elements, to the extent that those rights legally belong to us.
You must not assume that product photographs or other third-party materials may be copied, downloaded, republished or commercially reused merely because they appear on the Store. Any permitted use depends on the rights and conditions set by the relevant rights holder.
If we receive a credible complaint concerning the ownership or permitted use of third-party content, we may remove, replace or restrict access to that content while the matter is reviewed.
12. REVIEWS, MESSAGES AND OTHER SUBMISSIONS
If the Store allows you to submit a review, image, message or other content, you confirm that the content is truthful and based on your genuine experience where relevant, you have the right to submit it, it does not infringe another person’s rights, it is not unlawful, threatening, abusive, discriminatory or defamatory, it does not contain malicious code or spam, and any incentive or compensation connected to a review is clearly disclosed.
You retain ownership of your submission.
You grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display the submission only as reasonably needed to operate, moderate and promote the Store and our products.
We may remove submissions that breach these Terms or applicable law. We are not required to publish every submission.
13. PROHIBITED USE
You must not use the Store:
• for unlawful or fraudulent activity;
• to submit false or misleading information;
• to impersonate another person;
• to interfere with the Store, checkout or security systems;
• to introduce malware or harmful code;
• to collect another person’s personal information without permission;
• to send spam or unauthorised advertising;
• to infringe intellectual-property, privacy or other rights;
• to harass, threaten or abuse another person; or
• to make purchases using stolen or unauthorised payment information.
We may restrict access, cancel affected orders or report conduct to relevant providers or authorities where reasonably necessary.
14. THIRD-PARTY SERVICES AND LINKS
The Store may use or link to third-party services, including Shopify, payment providers, carriers, tracking services, privacy tools and other service providers.
Third-party websites and services have their own terms and privacy notices.
We are not responsible for independent third-party websites that we do not control. However, using a third-party provider to process or fulfil an order does not remove responsibilities that applicable consumer law places on us as the seller.
15. RELATIONSHIP WITH SHOPIFY
The Store is powered by Shopify.
Purchases made through the Store are made from Sofie London, not from Shopify.
Shopify provides the ecommerce infrastructure and may process information as described in our Privacy Policy and Shopify’s own privacy notices.
Shopify is not the seller of the products displayed by Sofie London and is not responsible for fulfilling, returning or refunding those products.
16. PRIVACY AND COOKIES
Our Privacy Policy explains how personal information is collected, used, shared and retained.
Our Cookie Policy explains how cookies and similar technologies are used.
Where required, optional analytics, preference and marketing technologies are controlled through the Store’s consent tools.
Privacy-rights requests can be made through our GDPR Privacy Requests page or by emailing info@sofielondon.uk.
17. STORE AVAILABILITY AND ERRORS
We try to keep the Store available and accurate, but we do not promise that access will always be uninterrupted or error-free.
We may temporarily suspend or change parts of the Store for maintenance, security, updates or circumstances outside our reasonable control.
Occasionally, information may contain an error relating to product descriptions, prices, promotions, stock, shipping estimates or availability.
We may correct an error and update the Store. If an error materially affects an order already placed, we will contact you and provide an appropriate option, including cancellation and refund where necessary.
18. CONSUMER WARRANTIES
Nothing in these Terms excludes or limits legal guarantees or remedies that cannot lawfully be excluded.
This includes rights relating to goods that are of satisfactory quality, fit for purpose and as described.
Any manufacturer or voluntary commercial warranty is additional to, and does not replace, statutory consumer rights.
19. LIABILITY
We do not exclude or limit liability where doing so would be unlawful.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where liability cannot lawfully be excluded, or breach of mandatory consumer rights.
If we breach these Terms, we are responsible for loss or damage that is a foreseeable result of that breach or our failure to use reasonable care and skill.
We are not responsible for loss that was not reasonably foreseeable when the contract was formed.
The Store and products are intended for personal and household use. Unless expressly agreed otherwise, we are not responsible for business losses such as loss of profit, revenue, opportunity or business interruption arising from personal consumer use.
Nothing in this section affects any refund, repair, replacement, price reduction, delivery or other remedy required by consumer law.
20. EVENTS OUTSIDE OUR REASONABLE CONTROL
We are not responsible for delay caused by events outside our reasonable control, such as severe weather, carrier disruption, customs delays, industrial action, war, civil unrest, epidemics, infrastructure failures or government restrictions.
Where such an event affects an order, we will take reasonable steps to reduce the delay and keep you informed where appropriate.
This section does not remove any right you may have to cancel because delivery has not occurred within the legally applicable or agreed period.
21. TERMINATION OR SUSPENSION
You may stop using the Store at any time.
We may suspend or terminate access where reasonably necessary because of unlawful use, fraud or security concerns, serious or repeated breaches of these Terms, or actions that materially harm the Store or other users.
Provisions that by their nature should continue after termination will remain in effect, including intellectual-property, privacy, payment and liability provisions.
22. CHANGES TO THESE TERMS
We may update these Terms to reflect changes to the Store or its services, suppliers and service providers, our policies, technology, or legal and regulatory requirements.
The updated Terms will be published on this page with a revised “Last updated” date.
Changes will not unfairly alter a purchase contract that was already formed. The Terms in effect when an order was accepted will normally apply to that order, except where a change is required by law or agreed with you.
23. SEVERABILITY
If part of these Terms is found to be unlawful or unenforceable, that part will be treated as removed or limited only to the extent necessary.
The remaining provisions will continue to apply.
24. NO WAIVER
If we do not immediately enforce a provision of these Terms, this does not mean we have waived the right to enforce it later.
25. TRANSFER OF RIGHTS
You may not transfer your rights or obligations under these Terms without our written agreement, except where applicable law allows it.
We may transfer our rights or obligations as part of a genuine sale, transfer or restructuring of the Store, provided that doing so does not reduce your mandatory consumer rights.
26. APPLICABLE LAW AND DISPUTES
These Terms do not deprive you of mandatory consumer protections that apply in the country where you live.
Nothing in these Terms prevents you from bringing a claim in a court or using a dispute-resolution process available to you under applicable consumer law.
Please contact us first so that we can try to resolve a complaint directly.
27. CONTACT
Questions, complaints or notices concerning these Terms should be sent to:
Sofie London
Email: info@sofielondon.uk