FAQ
Orders & delivery
Do you offer free shipping?
Yes. Delivery to the United Kingdom is free on every order and is handled by Royal Mail, with full tracking. There is no minimum spend.
Where are orders shipped from?
Orders are shipped from our fulfilment partner's warehouses in China and delivered in the UK by Royal Mail. See our Shipping Policy for full details.
How long does delivery take?
Orders are processed within 1–3 working days, then delivered by Royal Mail within 3–7 working days after dispatch. Total estimated delivery time is 4–10 working days. Delivery times are estimates and can be affected by customs checks or busy periods.
How can I track my order?
Once your order ships, you receive an email with your tracking number. You can also follow your parcel on our Track Your Order page. Tracking can take 24–48 hours to become active.
Can I change or cancel my order?
Please email us as soon as possible. Address changes must be requested within 12 hours of placing your order. Once an order has been dispatched it can no longer be changed, but you can still return it.
Returns & refunds
Can I return an item?
Yes. You can request a return within 30 days of receiving your order. Items should be unworn, unwashed and in their original condition. Email info@sophieandjameslondon.com to start a return and we will send you the return instructions.
Who pays for return postage?
For change-of-mind returns, the customer pays the return postage. Our return address is outside the United Kingdom, so international postage applies. If your item arrived faulty, damaged or incorrect, we cover the cost.
When will I receive my refund?
We issue approved refunds within 14 days of receiving your return, to the original payment method.
Read our full Refund Policy.
Sizing & products
How do I choose the right size?
Every product page has a size chart. If you are between two sizes, we recommend choosing the larger size. Our team is happy to help with sizing questions before you order.
Payment
Which payment methods do you accept?
Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay.
Is my payment secure?
Yes. Payments are processed through Shopify's secure checkout. Your card details are encrypted and never stored by us. Prices are shown and charged in British pounds (GBP).
Contact
How can I contact you?
Email info@sophieandjameslondon.com or use our contact form. Our customer service team is available Monday to Friday, 09:00–18:00 (UK time), and we usually reply within 24 hours.