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 offices are based in London, UK.
Please email customerservice@sophiawebster.com
Our office opening hours are Monday – Friday 10am – 5pm (UK/GMT time)
We aim to answer emails within 72 hours. However, due to the current sale period, we are extremely busy so please bear with us whilst our team does their best to get back to you as soon as possible.
Alternatively Live Chat is available during the following hours (GMT):
Monday – Saturday 10am – 5pm
Sunday 11am – 5pm
can i order by telephone?
We do not currently take orders over the phone.
Please place any orders via our website.
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?
Most shoes are in stock and will be available for purchase.
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 you can see a line through a certain size, it has sold out.
Please add your email to our stock alerts and we’ll let you know if we receive a new delivery.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Visa Debit, Mastercard, Maestro and American Express. You can also choose to pay via PayPal.
We are based in the UK and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.
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 payments.
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, you will receive a tracking number for DHL included in your “Shipping Soon” email, once your order has been accepted and confirmed.
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 all Puma items.
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 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?
The total of your order will be in US dollars.
Please note that if your credit/ debit card is in a different currency the total of your order will be converted into that currency. There may be associated charges with this from your card issuer.
We are based in the UK and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.
WHO ARE AUTHORISED SELLERS Of 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 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.