Customer Services

FAQ

Need Help?

Contact one of our customer service team.
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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 opening hours are Monday – Friday 9.30am – 6pm (UK/BST time)

We aim to answer emails within 24 hours.

 

Alternatively Live Chat is available between 10am – 6pm GMT 
Monday – Friday and 11am – 5pm Saturday, except UK Bank Holidays.

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.

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 UPS or 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 dust bag.

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 AND IMPORT CHARGES?

No. You are ordering directly from our US Warehouse based in New Jersey and there will be no import charges.

There may be an estimated sales tax included in the total of your order. We will update you if there has been a small overcharge and you will be refunded this amount.

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. 

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.

HOW DO I LOOK AFTER MY SOPHIA WEBSTER SHOES?

At Sophia Webster we source the best materials for our products to ensure they are both wonderful and durable. Some of our materials are delicate and need special care, so here is a Care Guide to help you get the most out of your shoes.

When trying shoes on, please do so on a carpet.

Leather
Due to the nature of the material, the appearance of our beautiful leathers can transform over time with slight colour changes and markings. Marks can be improved by gently buffing the affected area with a soft cloth. To maintain the appearance of your leather goods, be sure to store them in your dust bags.

The soft leather soles of our pumps, sandals and flats can become damaged if wet. Please keep out of the rain

Feathers
Feathers are very delicate and therefore need to be looked after with the utmost care. When not wearing your shoes make sure the feathers are laid as flat as possible, preferably with the provided tissue packaging behind them, and a single piece of tissue paper wrapped around them to keep them in place. It is possible for some erosion to occur over time due to the nature of the material. To try and avoid this please keep your shoes in their dust bags.

Wings
Our wings are a signature design feature for Sophia Webster. These styles are all packed with a specially designed wing protector. When storing your shoes, please use the provided wing protectors and separate dust bags to ensure that your shoes and their wings maintain their shape.

Satin
The array of vibrant coloured Italian satins are delicate and should not be cleaned with water. Due to the nature of satin it is advisable not to wear this material in wet weather.

Glitter
All of the glitters we use can be delicate and over time some glitter loss may occur, this is not a fault but is the nature of the material. To prevent this we suggest glitter products are stored individually in dust bags to avoid transfer.

Printed Leathers
Sophia takes great care to design unique, one-of-a-kind prints for the collections. Please store the printed shoes in dust bags when not in use to avoid colour migration.

Patent
With regular wear our shiny patent shoes may lose some of their glossy finish. Special care should be taken to avoid scratching and marking them. When not being worn, store patent products in their dust bags. Try to avoid contact with dark materials and solvents as colour transfer may occur. Make sure when storing your patent products they do not touch one another.

Metallic Leather
Metallic leather may lose some colour and become wrinkled over time due to wear, this is a natural process. You can extend the life of the leather by storing the shoes carefully in their dust bags and stuffing them with tissue when they are not being worn.

Suede
As a porous material, suede can mark easily. Using a suede brush will help to remove any loose dirt. Please keep this material out of the rain.

Raffia
Raffia is a delicate material and can fray. You can extend the life of the raffia by storing your shoes carefully in their dust bags when not being worn.

Lilico Care
The mirror finish on the soles of these shoes will wear with use. This is not a manufacturing defect but is the nature of the material. You can minimise marks and scratches by avoiding contact with abrasive surfaces and storing your shoes carefully in their dust bags when not being worn.

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.