Shipping Policy

Last Updated: 10 October 2025

1. Who We Are

Sophia & Grace London is operated by Back on Rails | Digital Marketing, a registered company in the Netherlands (Chamber of Commerce: 66815797, VAT: NL002415478B23). Our goal is to ensure a seamless, transparent and reliable delivery experience for every customer in the United Kingdom. This Shipping Policy outlines our process, delivery times and customer-support information.

2. Shipping Costs

Free Shipping: We offer free standard shipping on all UK orders — no minimum purchase required.

3. Shipping Range

Delivery Area: We currently deliver to addresses across England, Scotland, Wales and Northern Ireland.
Remote Areas: Deliveries to the Scottish Highlands & Islands, Channel Islands, Isle of Man and Isles of Scilly may take an additional 1–2 business days.
No PO Boxes / BFPO: We cannot deliver to PO Boxes or BFPO addresses.

4. Order Processing Time

Processing Time: Orders are processed within 0–1 business day (Monday–Friday).
Cut-off Time: Orders placed before 22:00 UK time (GMT/BST) are processed the same day. Orders placed after that time are processed the next business day.
No Shipping Days: Orders are not processed on weekends or UK public holidays.

5. Estimated Delivery Time

Once processed, orders typically arrive within 4–8 business days across the UK.
Total Estimated Delivery Time: 4–9 business days (including processing).

Actual delivery times may vary slightly depending on your location and local courier operations.

6. Shipping Process

We partner with trusted couriers such as DHL and FedEx to ensure fast and secure delivery.

Tracking Information: Once dispatched, you’ll receive an email with your tracking number and a link to monitor delivery.
Safe Place: If you instruct the courier to leave your parcel in a safe place or with a neighbour, risk of loss passes upon the courier’s confirmed delivery scan.

7. Address Changes & Delivery Attempts

Address Changes: We can amend delivery addresses within 2 hours of purchase (before cut-off). After dispatch, changes are no longer possible.
Delivery Attempts: If delivery is attempted and the parcel is not received or collected, the courier may return it to us. Re-delivery or return shipping costs may apply.

8. Lost or Damaged Items

Damaged Orders: If your order arrives damaged, please contact us within 48 hours of delivery with photos so we can arrange a replacement or refund.
Lost Orders: If your parcel has not arrived within 5 business days beyond the upper estimate (i.e., beyond 9 business days in total), contact our support team so we can start an investigation with the courier.

9. Returns

For detailed instructions on how to return your order, please see our Return & Refund Policy.

10. Pre-Orders & Split Shipments

Pre-Orders: Items marked as pre-order will be dispatched once they become available. Estimated dates will be shown on the product page.
Split Shipments: To get items to you faster, we may send your order in multiple parcels at no extra cost.

11. VAT & Customs

All prices are shown in GBP (£) and include VAT where applicable. No customs duties apply for deliveries within the United Kingdom.

12. Contact Us

If you have any questions or concerns about this Shipping Policy or your delivery, you can reach us at:

Store Name: Sophia & Grace London
Company Name: Back on Rails | Digital Marketing
Chamber of Commerce (KvK): 66815797
VAT Number: NL002415478B23
Email: info@sophiagracelondon.com
Phone: +31 6 5289 2379
Address: Hekelhof 18, 2201 ET Noordwijk aan Zee, The Netherlands
Opening Hours: Monday – Friday, 09:00–17:00 (CET)

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