Delivery & Returns
Contact one of our customer service team.
DELIVERY TIMES AND COSTS
Our delivery time starts when an order is shipped from our warehouse.
US standard SHIPPING:
3-10 working days ($10)
What courier companies do you use?
We use DHL for every delivery.
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.
Do I have to pay customs and import charges?
If your order is being delivered within the US you will not pay duties fees. However, for some US states, we are obliged to collect local sales tax on behalf of the state government. This will be added at the checkout.
For international orders, depending on where you are ordering from, you may be asked to pay for duties and taxes at the checkout page to ensure there are no surprising costs or customs delays.
Please note that if you choose to return your order the duties and taxes will not be refunded.
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 BFPO/APO addresses?
No, we cannot deliver to military 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. However, due to the current pandemic, the courier may take an image of the delivery instead of a signature.
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.
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.
Can I exchange my item?
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a refund for the original item, excluding the original cost of shipping in accordance with our Returns Policy.
HOW TO RETURN AN ITEM
Please notify us of your return within 14 days of receipt of your order.
- Book your return at www.sophiawebster.com/returns
- Fill out the form included in your order.
- You will receive two emails with attachments to print:
1- Return shipping labels
2-Customs Returns document – you must print three copies of this and hand it to the courier driver at the time of collection.- If you fail to hand over these documents, this may result in a delay of your refund being processed.
- You will be notified by email once your return has been received and processed.
Item(s) must be returned from the original shipping country.
A return request outside of the 14 day window may be accepted at our discretion. Please contact us with your enquiry.
There may be slight delays with our returns being processed to help keep our distribution team safe whilst they have social distancing measures in place.
REturn shipping charges
Returning an order is free.
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.
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.
Returns that are damaged, soiled or returned without the original box may not be accepted and may be returned to the customer.
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.
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.
Please note our bridal soles are delicately screen printed and are likely to fade with wear.