Customer Services

FAQ

Need Help?

Contact one of our customer service team.
Email Us

HOW DO I make a purchase?

Making a purchase is easy.

Simply select your items, along with size, click “add to bag” and then “proceed to checkout” and follow the straight forward prompts on screen.

If you have any problems, please contact customer service at  customerservice@sophiawebster.com

HOW DO I CONTACT CUSTOMER SERVICE?

Our Customer Experience team is available to contact Monday – Saturday, 10-5pm.

You can email them at customerservice@sophiawebster.com We aim to answer emails within 24-48 hours. 

 

Alternatively, Live Chat is available during the following hours (GMT):

Monday – Saturday 10am – 5pm  

For international orders enquiries please visit the Global E Help Centre.

We can also be contacted via the following channels:

  • Live chat: Mon-Sat 10am-5pm
  • WhatsApp on 020 7729 7004
  • Facebook

WHAT IS KLARNA?

We have partnered with Klarna to give you more payment options when shopping on our website in the UK and US. For more information about what Klarna is please click here.

hOW DOES PAY IN 30 DAYS WITH KLARNA WORK?

Please click here where you will find everything you need to know about paying in 30 days with Klarna. 

hOW DOES PAY IN instalments with klarna work?

Please click here where you will find everything you need to know about paying in instalments with Klarna.

Can I amend an order?

Sadly, we’re unable to amend an order once it’s been placed – we’re sorry about this. 

 

Occasionally, we might be able to cancel an order but it’s important to note that our warehouse works extremely high speeds and therefore they process orders quickly. Due to this, we might not be able to cancel your order before it’s full processed.

Depending on the carrier, we might be able to request a return to sender so that your order is refunded and you can place a new order with all the right details. We won’t be able to request a return to sender until the order has been dispatched so please let your customer experience team know when you have received your tracking number and we can investigate with the carrier if your order is eligible to be returned. Please note that this is only a request and cannot be guaranteed as it’s subject to the carrier. 

Alternatively, if we’re unable to request a return to sender, you’re welcome to make a return on the order when it reaches you. Further information on returns can be found here. Please note you must make the return within 14 days of receipt, failure to do this will result in the return not being accepted.   

CAN I ORDER BY TELEPHONE?

We sadly can’t take orders via phone for security purposes so please make all purchases directly through our website. If you’re having any issues with placing an order, please let our Customer Service team know; they’d be happy to help. Providing screenshots with any error messages would be really useful and may help our Customer Service team assist you more efficiently.

HOW DO I FIND A SPECIFIC ITEM?

If you know exactly what you are looking for please click on “Search” and enter the style name in the search box.

Alternatively, once you are looking at “All Shoes” you can select a category from the filter bar.

HOW DO I KNOW WHEN AN ITEM IS IN STOCK?

All items shown on the website will be in stock, however, some sizes might have sold out and will be greyed out. If your size is running low then the product page will highlight that there’s only a unit or two left when you click on your size so hurry, if you want it.

Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

WHAT IF AN ITEM IS OUT OF STOCK?

If an item is showing as out of stock on the website, we recommend that you sign up to the stock alerts as in the event we do get more in, you’ll be notified via email when they’re available to buy on the website again.  

If we realise that an item is out of stock after you have placed the order, the customer experience team will be in touch with you via email and will refund you for the item immediately.  

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all local payment methods.

There will be no international card transaction fees.

We offer Cash on Delivery for orders to Kuwait, Qatar, Saudi Arabia and United Arab Emirates. There is an additional charge of £6 for this service which will be added to the total of your order at checkout.

IS IT SAFE TO USE MY CREDIT CARD?

When you use SophiaWebster.com, all communication takes place over a fully secure connection. Our payments are processed by an external provider with very high security standards, and we do not store full credit card information on our server. We take all reasonable measures to keep your data safe

We use Braintree to process all UK & US payments.

We use Global E to process all international payments.

We partner with Klarna to offer a pay later service for UK customers.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email of confirmation from us along with your order number.

Before we can dispatch your order, we may need to confirm your details with your card issuer. To avoid delays please ensure that your billing details are correct and matches the address on your credit card statement. We will do our best to keep delays to a minimum. 

Payment for the products and all applicable delivery charges will then be taken.

After your details have been verified and the item(s) located, your order will then be shipped.

Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock styles(s) and your payment for the item(s) will be refunded.

AM I ABLE TO TRACK MY ORDER?

Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number for DHL or DPD.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential.

At no point will we share, rent or sell your personal information without your consent.

IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?

Your order will arrive in a Sophia Webster box and come with a dust bag.  Except for the following styles which will not come with a dustbag, all Sneakers, all mini styles, and slides. 

WILL YOU HAVE SEASONAL SALES?

We hold seasonal sales twice a year. You can be guided directly to the sale section on our Homepage.

Please note that we cannot guarantee that prices will be equal to offline stores when they go on sale.

Due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.

DO I HAVE TO PAY DUTY, TAXES AND IMPORT CHARGES? 

If your order is being delivered within the UK you will not pay duties fees.

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.

WHAT CURRENCY WILL I PAY IN?

To browse and shop our website in your local currency simply select your shipping country and currency from our drop down menu.

WHO ARE AUTHORISED SELLERS FOR YOUR SHOES?

We are aware that there are counterfeit Sophia Webster shoes being sold.

Please be assured that we are doing everything we can to prevent the selling of these shoes and if you are ever in doubt please look as the stockists list on our website for authorised retailers or please contact customerservice@sophiawebster.com.

For your reference our official website is www.sophiawebster.com. No other domain names with Sophia Webster in the title will be authentic.

WHAT IF MY ORDER ARRIVES FAULTY OR DAMAGED?

If you have placed your order on sophiawebster.com and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance with United Kingdom Sale of Goods Act 1979. Please immediately email  customerservice@sophiawebster.com with images of any of your purchases, which you consider have been delivered faulty.

Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality.

Please note: If your purchased products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty, you may refer to our Care Guide above for further information.

If you return an item to us as faulty it will be thoroughly inspected by our production team to determine whether an item is faulty or whether it is wear and tear. If you ask for a repair, we will do so only where possible and not disproportionate.

If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you.

If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size and any exchange is subject to availability.

If you ask for a repair or replacement and we do not provide one in a reasonable time or have a reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.