Here you'll find answers to our most common questions. If your question isn't answered please don't hesitate to reach out to our friendly Customer Service team.
General
How do I contact customer service?
Our Customer Experience team is available to contact:
Monday – Friday, 9.30am – 5.30 pm (BST)
You can email them at customerservice@sophiawebster.com We aim to answer emails within 1-2 business days. Please see our contact page for more details of how to contact us.
How do I know if 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 as quickly as possible.
Do you offer gift wrapping?
We do not currently gift wrap, however, your order will arrive in a Sophia Webster box.
Payment
What is Klarna, and how does it work?
We have partnered with Klarna to give you more payment options when shopping on our website. For more information about what Klarna is please click here.
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.
What currency will I pay in?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Delivery
What countries do you deliver to?
We ship worldwide. Please use our country switcher (in the footer of the site) if you want to ship in your local currency.
Which carrier do you use to ship my order?
In the UK we use DPD, otherwise we use DHL.
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.
Can I amend an order?
Sadly, we’re unable to amend an order once it’s been placed – we’re sorry about this.
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 and in accordance with our returns terms and conditions - failure to do this will result in the return not being accepted.
How long does delivery take?
UK- Next Day Delivery (if order is placed before 2pm GMT) Please allow an extra 2-4 business days for delivery to the Channel Islands.
United States- 3-5 working days.
Canada- 3-7 working days.
Australia- 3-7 working days.
New Zealand- 3-7 working days.
Everywhere else- 3-7 working days.
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 and some handbags.
Do I have to pay duty, taxes & import charges?
If your order is being delivered within the UK you will not pay duties fees.
For all other countries, if duties are due, you will be charged at checkout to ensure seamless delivery of your order.
For some US states, we are obliged to also collect local sales tax on behalf of the state government. This will be added at the checkout.
Returns
What is your returns policy?
Items can be returned within 14 days of placing your order. Occasionally we will offer extended returns such as around Christmas - this will be advertised.
In order to be refunded, items must be tried on on carpeted surfaces only. Any wing protection on our 3d wings must be intact and must not have been removed.
The item must be repacked carefully, with all original packaging including shoe inserts and paper, dustbag, spare heel tips and care cards.
You must not return the shoebox without its protective outer brown carton.
We reserve the right to charge a repackaging fee for any shoes sent back badly packaged, and a reboxing fee for any damaged boxes as a result of poor outer packaging.
If on receiving your item we feel it has been worn or the soles marked, we have the right to reject your refund. In these cases we can return the shoes to you at a charge of £6, or on occasion we can offer you a partial reduced refund at our sample sale price at our discretion.
Are any purchases final sale?
We are unable to accept returns on certain items. This includes earrings. If any sale items are final sale, these will be carefully marked before purchase.
What if my order arrives faulty or damaged?
If you have placed your order on sophiawebster.com and you receive faulty purchased products, please immediately email customerservice@sophiawebster.com with images of any of your purchases, which you consider have been delivered faulty.
Do you offer exchanges?
Sadly, we do not offer an exchange service - we are working on it!!
Therefore you’ll need to make a return for a refund and place a new order for the new size/style that you require. We will only offer an exchange or replacement if the shoes or bag you’ve received are proven to be faulty.
Do your shoes, bags and accessories come with a warranty?
Return policy
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Shipping
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Yes, we offer a 1-year warranty for items purchased directly through sophiawebster.com. If your item becomes faulty within this time, please reach out to our customer service team who will present all possible resolutions, this may include offering a repair where we can or exchanging the item at our discretion (subject to stock). Please note that any damage caused by wear and tear will not be covered by your 1 year warranty so we recommend taking a look at our ‘Product Care‘ pages on how best to look after your Sophia Webster items.
If you have bought from one of our stockists, you’ll be required to follow their returns and warranty policies and procedures.
Are returns free?
Your refund will not include any original shipping charge, and we are sometimes unable to refund taxes or duties.
There will be a charge for your return shipping depending on your country. This is payable in advance of booking your return or is deducted from your refund.
Privacy and Security
Is it safe to use my credit card?
Yes — our store is powered by Shopify, a leading e-commerce platform that uses industry-standard SSL encryption to keep your payment details secure. We never store your credit card information, and all transactions are processed safely and confidentially.
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.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Got another question? Please reach out to our friendly customer service team.
