FAQ
Find answers to common questions about orders, shipping, returns, sizing, and care at Sophia Grace London.
Ordering & Payment
Which payment methods do you accept?
We accept all major payment methods including Visa, Mastercard, American Express, Apple Pay, Google Pay, and more at checkout.
Can I modify or cancel my order after placing it?
We begin processing orders right away. If you need to make changes, please contact us as quickly as possible. While we cannot guarantee modifications, we’ll do our best to help.
Do you offer discount codes or promotions?
Yes. Subscribe to our newsletter for exclusive offers and special promotions.
Why was my payment declined?
Declines can occur due to incorrect details, insufficient funds, or your bank’s security settings. We recommend trying another method or contacting your bank for support.
Is my payment information secure?
Absolutely. All payments are processed securely with full encryption. We do not store your card details.
Can I use a discount code or gift card?
Yes, you can enter codes and gift cards during checkout. If you encounter any issues, please reach out.
Can I place an order without creating an account?
Yes, you may check out as a guest. Creating an account, however, allows you to view your order history and enjoy faster checkout in the future.
Shipping
Do you offer free shipping?
Yes – free UK shipping is always included with your order.
Which countries do you ship to?
Currently, we ship within the United Kingdom. We’re working on expanding internationally soon.
How long does shipping take?
UK orders typically arrive within 4–9 business days.
Which courier do you use?
We ship with trusted couriers such as DHL and FedEx.
Can I change my delivery address after placing an order?
If your order has not yet shipped, we may be able to update the address. Please contact us immediately.
When will my order be shipped?
Orders are usually dispatched within 1–2 business days. You’ll receive a confirmation email with tracking once shipped.
Can I track my order?
Yes, tracking details are provided via email once your order ships.
What should I do if my order hasn’t arrived?
If your order is delayed, please email support@sophiagracelondon.com and our team will assist you promptly.
Returns & Exchanges
What is your return policy?
We offer a 30-day return policy. Items must be unworn, unwashed, and in original condition with tags attached.
How do I start a return?
Contact us with your order number and the items you’d like to return. We’ll guide you through the steps.
Can I exchange an item for a different size or color?
Yes, exchanges for size or colour are possible if stock is available. Please contact us to confirm.
Do I have to pay for return shipping?
Return shipping is at the customer’s expense unless the item was faulty or incorrect.
How long does it take to process a return?
Refunds or exchanges are typically processed within 7 business days after we receive your return.
What if I received a damaged or incorrect item?
Please email us immediately with photos and we’ll resolve the issue quickly.
How will I receive my refund?
Refunds are issued to the original payment method.
Can I return worn or washed items?
No, items must be unworn, unwashed, and in original condition with tags attached.
Can I return items outside the 30-day window?
Unfortunately, we cannot accept returns after 30 days. However, please contact us and we’ll do our best to help.
Warranty & Product Issues
Do you offer a warranty on your products?
Yes. We stand by the quality of our products. If you notice a defect related to materials or craftsmanship, please contact us.
What is considered a product defect?
Examples include faulty stitching, broken zippers, or fabric damage upon arrival (not wear and tear).
How do I report a defective item?
Email us with your order number, details of the issue, and clear photos.
What happens if my product is defective?
Depending on the situation, we’ll arrange a replacement, repair, or refund.
Are signs of wear and tear covered?
General wear from regular use is not covered under warranty.
Product & Stock
How do I know which size to order?
Each product page features a detailed size guide. If unsure, contact us for personalised sizing advice.
Are your products true to size?
Yes, most items fit true to size. Fit notes are included on each product page.
Where are your products made?
We work with carefully selected partners to ensure quality craftsmanship and responsible production.
Will sold-out items be restocked?
Some may return based on demand. You can sign up for restock notifications on the product page.
Do you use sustainable fabrics?
Yes. We are committed to responsible materials and continue to expand our sustainable fabric use.
Can I request a custom order?
At this time, we do not offer custom orders.
Account & Customer Support
Do I need an account to place an order?
No. You may check out as a guest. Creating an account offers faster checkout and order tracking.
How can I contact customer support?
Reach us via email at support@sophiagracelondon.com
or the contact form. We’re available Monday to Friday, 09:00–17:00.
Is my personal information safe?
Yes, we use secure systems to protect your data and never share it without consent.
Can I speak to someone directly?
We handle all customer service digitally to ensure quick and clear communication.
How quickly will I receive a response?
We aim to respond within one business day.