Delivery & Returns

 Delivery

UK delivery for goods below £74.99 costs £4.95.

All orders over £75 are delivered free of charge within the UK.

Goods are delivered by 1st Class recorded delivery, special delivery or signed & insured parcel delivery service.

A signature is required on all deliveries - please bear this in mind when ordering as we are unable to change your delivery address once the order has been dispatched to you.

If your order is urgent, please telephone 01977 682234 and we will do everything we can to help you.

Please note that you shall be responsible for any items signed for at the delivery address, regardless if you have not signed for the parcel yourself.

Please also note that we cannot be held liable for any delays caused by strikes or events beyond our control (including but not limited to postal strikes or fuel strikes).

We aim to dispatch all items within 3 to 7 working days (unless otherwise specified), although most items in stock are dispatched sooner.

If your parcel has not been delivered as specified, please let us know so that we may trace it for you.
Delivery times are provided as an estimate and are subject to stock availability. If an item is temporarily unavailable, we will contact you immediately with an expected delivery date and keep you fully informed of any changes that may occur. If you decide not to wait for the item/s to come into stock, you can decide to cancel your order and request a full refund or you may change your order.

In the unlikely event that goods are received faulty or damaged, please notify us within three working days of receiving the goods. Please return the goods and we will arrange for a replacement to be sent out to you and refund the postage (you will need proof of postage and insurance cover in case the goods are lost in transit).

The following items are unable to be returned unless they are found to be faulty:

• Earrings (for hygiene reasons)
• Jewellery and tiara sets containing earrings.
• Dyed items
• Made to order items (for example hand made shoes and tiaras made to your requirements)

These conditions do not affect your statutory rights.

We (SOPHIE LOUISE) shall cover the delivery costs of any 1st exchange to UK addresses (no additional delivery charges apply), although additional delivery charges would apply to any subsequent exchanges (e.g. exchange #2, #3...).

On rare occasions, items may be out of stock when ordered.  We reserve the right to contact you within 48 hours of receiving your order to let you that delivery may be prolonged.

Returns Policy

We offer a no hassle refund or exchange on all items as long as they have not been worn or used.

Customers must inform SOPHIE LOUISE in writing (letter or e-mail) within 3 days of receiving their goods about their decision to cancel their order. Customer's money will be reimbursed as soon as possible (within 30 days) using the same method of payment. If the customer decides to cancel the order after receiving the goods, the customer is responsible for the cost of returning the goods.

Goods that have been delivered by SOPHIE LOUISE and are then returned back to us by the customer for a refund, SOPHIE LOUISE will deduct the outward cost of the P & P that was incurred on behalf of the customer when the goods were first sent out from SOPHIE LOUISE
.
SOPHIE LOUISE is happy to replace/refund accessories and shoes provided they are returned to us in the same perfect condition that they were dispatched and in their undamaged, original packaging (including all enclosed parts e.g. shoe bags, filling, tissue paper and fabric swatches).

To return items to SOPHIE LOUISE please complete our Returns Form and place a copy safely inside the parcel to be returned (we recommend you keep a copy of the Returns Form for your reference).

Arrange for the parcel to be returned to us by Special Delivery or signed & insured parcel delivery service. In every case of a returned item it must have a signature from the recipient. In the event of returned goods not being received by SOPHIE LOUISE and the sender being unable to provide proof of sending then SOPHIE LOUISE will be unable to refund any money to you.

Distance selling regulations state that you are legally entitled to be able to cancel your order with SOPHIE LOUISE within 7 days of receiving the goods.

We reserve the right to refuse a cancellation (refund) outside this time frame. We require all goods to be returned to us within a further 3 business days (a total of 10 working days from delivery to you).

All goods returned to SOPHIE LOUISE for refund or exchange must arrive back in perfect condition and within the specified time frame (10 working days). Requests for refunds, exchanges or cancellations shall not be entertained if the items are returned to SOPHIE LOUISE in an unfit state or with signs of wear including but not limited to: scuffed soles, toe imprints, creased or marked uppers or soiled insoles, jewellery tags removed, hairspray or perfume tarnishing or if they are not returned in the specified time frame. Please do take extra care of all goods to ensure they remain in the same perfect new condition as dispatched, unless you have decided to keep them, as failure to do so will be classed as your acceptance of the goods.

SOPHIE LOUISE regrets they are unable to refund postage and packing unless the items are found to be faulty and are being replaced. In this case SOPHIE LOUISE will cover reasonable costs of returning the items and replace them for you. In the event of a refund only, SOPHIE LOUISE is not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us. For example if you purchased a pair of shoes for £60, with the P & P charge of £4.95, you have paid £64.95. SOPHIE LOUISE will refund the £60 ONLY.   Postage will be charged for each seperate delivery. Or if you purchased a pair of shoes for £75 or over (with the free delivery) you will be refunded £6.70 less than what you paid to compensate for the P & P we incurred to deliver the shoes. Postage will be charged for each seperate delivery.

Refunds will be given using the same method of payment originally used to purchase the goods minus the postage and packing cost within 30 days of us receiving them. Goods paid for by credit/debit card will be refunded to the same card.

Sale Goods

Whilst the sale items are displayed in good faith, we are unable to guarantee availability because of limited styles and sizes and the fast turnover of these items. Please note that if it does not state how many items of a particular size/item are available it is usual to assume that there is only one pair/item.

Please do not order more than is available. If you are in doubt we advise you to contact us to check availability of the goods.

Refunds of items not available will be processed in the same way as our conventional refunds (see above for further information).

International orders and returns

We do not at present accept international orders. If you are an overseas client interested in any of our goods please contact us with your questions.

If delivery of your order (using details you have provided) is ´refused´ , is classed by Royal Mail as undeliverable, not collected, or is returned to us from Royal Mail, then we would need to accept additional delivery costs to to re-send your goods to you to the same or an alterntive location. You may also choose to upgrade your delivery method at this time if more convenient for you. These additional delivery charges will be invoiced and paid by the customer, prior to the goods being re-sent to the customer.