Delivery & Returns

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CUSTOMER SERVICE OPENING TIMES:

Our opening times are Monday – Friday 9.30am – 6pm BST.

DELIVERY TIMES AND COSTS

Orders placed before 4pm EST will be dispatched that same evening.
**Please note that the warehouse is closed Monday 28th May due to the Bank Holiday. Any orders placed after 4pm EST Friday 25th May will be shipped on Tuesday 29th May.**

US standard SHIPPING:
1-7 working days ($8)

US NEXT DAY AIR:
Guaranteed delivery next business day ($25)
Order before 1pm EST 

DELIVERY FAQ

What courier companies do you use?
We use UPS and DHL for every delivery.

Please note that some orders will be fulfilled from our UK warehouse, if this is the case, you will not be charged any extra duties and taxes. If you order multiple items they may be shipped from different warehouses, and will arrive in separate shipments, we will of course let you know.

What countries do you deliver to?
US Only. If you want to ship anywhere else in the world, please switch to our “Rest of the World” site by clicking on the US flag icon.

Do you gift wrap?
We do not currently gift wrap, however your order will arrive in a Sophia Webster box and dustbag.

Do I have to pay customs and import charges?
You will not be charged any customs or import fees.

Do you deliver to PO Box addresses?
No, we cannot deliver to PO Box addresses.

Do you deliver to Freight Forwarding addresses?
No, we cannot deliver to freight forwarding addresses.

Do you deliver to hotels?
Yes, we can deliver to your hotel.

Do I have to sign for delivery?
Yes, we will require a signature upon delivery for all goods shipped.

Can I track my shipment?
Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number for UPS.

Can I change my delivery address once my order has been placed?
No details, including the delivery address can be changed. Your order can be cancelled or recalled and a new order will have to be placed using the new details.

 

HOW TO RETURN AN ITEM

Returns must be received within 14 days of delivery.

Please visit www.sophiawebster.com/returns to book in your return.

Fill out the form included in your order.

All returns should be sent back with the Sophia Webster shoe box and dustbag included.

Please ensure when returning the parcel that the Sophia Webster box is protected using the carton provided.

Returns will only be accepted in an unworn condition and in their original condition. Please try shoes only on a clean and carpeted surface so that the soles remain unmarked.

You will be notified by email once your return has been received and processed.

 

RETURN SHIPPING CHARGES

Returning an order within the US is free.

 

REFUNDS

Refunds will be credited back to the card originally used for payment.

You will be notified by email once your return has been received and processed

 

RETURNS POLICY

Please note that all returns should be sent back with the Sophia Webster shoe box and dustbag included.

Returns will be only be accepted in an unworn condition and in their original condition. Please try shoes only on a clean and carpeted surface so that the soles remain unmarked.

Please ensure when returning the parcel that the Sophia Webster box is protected using the carton provided.

You will be notified by email once your return has been received and processed.

A return request outside of the 14 day window may be accepted at our discretion. Please contact us with your enquiry.

Returns that are damaged, soiled or returned without the original box may not be accepted and may be returned to the customer.

We strongly discourage the addition of rubber soles onto Sophia Webster products as this will alter the original design of the shoe and may cause damage. 

Before your order leaves our warehouse it is fully checked by our packing team. If you receive an item which is damaged please contact us immediately.