Terms & Conditions
Last Updated: January 2026
Welcome to Sophie & James London. These Terms & Conditions govern your use of our website and the purchase of our products. By placing an order with us, you agree to be bound by these terms. Please read them carefully before making a purchase.
1. General Information
Company Name: Sophie & James London
Contact Email: info@sophieandjameslondon.com
Customer Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT)
These Terms & Conditions apply to all purchases made through our website and constitute a legally binding agreement between you (the customer) and Sophie & James London.
2. Acceptance of Terms
By:
- Accessing or browsing our website
- Creating an account
- Placing an order
- Making a purchase
You confirm that you have read, understood, and agree to these Terms & Conditions, as well as our Privacy Policy and Return & Refund Policy.
If you do not agree with any part of these terms, please do not use our website or make a purchase.
3. Product Information & Descriptions
We strive to provide accurate, detailed, and up-to-date product descriptions, including:
- Size information and fit guides
- Material composition and care instructions
- Color representations and product images
- Pricing and availability
Please note:
- Colors may vary slightly due to screen settings and lighting
- Sizes may vary slightly between brands and styles
- We make every effort to ensure accuracy, but typographical errors or unintentional inaccuracies may occur
- Product availability is subject to change without notice
If you receive an item that does not match its description due to our error, please contact us immediately at info@sophieandjameslondon.com and we will resolve the issue.
4. Account Registration
You may create an account to:
- Track your orders
- Save shipping addresses
- Access order history
- Receive exclusive offers
Your responsibilities:
- Provide accurate and complete information
- Keep your password secure and confidential
- Notify us immediately of any unauthorized account access
- Ensure you are at least 18 years old (or have parental consent)
We reserve the right to suspend or terminate accounts that violate these terms or engage in fraudulent activity.
5. Ordering Process
How to Place an Order:
- Browse & Select – Add items to your shopping cart
- Review Cart – Check items, sizes, and quantities
- Checkout – Provide shipping and billing information
- Payment – Complete payment using an available payment method
- Confirmation – Receive order confirmation via email
Important Notes:
- All orders are subject to acceptance and availability
- We reserve the right to refuse or cancel any order at our discretion
- Pricing errors may result in order cancellation with full refund
- Placing an order does not guarantee acceptance until you receive order confirmation
6. Pricing & Payment
Pricing:
- All prices are displayed in British Pounds (GBP) unless otherwise stated
- Prices include VAT where applicable
- Prices are subject to change without notice
- Any applicable customs duties, taxes, or import fees are the customer's responsibility
Payment Methods: Available payment methods may vary by location and include:
- Credit and debit cards (Visa, Mastercard, American Express)
- PayPal
- Other digital payment methods (subject to availability)
Payment Processing:
- Payment is required in full at the time of purchase
- Orders are processed only after successful payment confirmation
- We use secure, encrypted payment processing to protect your financial information
- We do not store your complete credit card details
Customers are responsible for:
- Ensuring their payment method is valid and has sufficient funds
- Verifying accepted payment methods for their location
- Any fees charged by their bank or payment provider
7. Order Processing & Fulfillment
Processing Time:
- Orders are typically processed within 1-3 business days after payment confirmation
- During peak seasons (holidays, sales), processing may take slightly longer
Shipping & Delivery:
- Estimated delivery time: 3-7 business days (depending on destination)
- Orders are fulfilled and shipped directly from our trusted warehouse partner
- International shipping may be subject to customs clearance, which can cause delays beyond our control
- A tracking number will be provided once your order ships
Please note:
- Processing and shipping times are estimates, not guarantees
- We are not responsible for delays caused by customs, weather, or carrier issues
- Orders placed on weekends or holidays are processed on the next business day
For more details, please see our Shipping Policy.
8. Shipping Address Accuracy
It is your responsibility to:
- Provide a complete and accurate shipping address
- Double-check address details before completing your order
- Include apartment/unit numbers, postal codes, and all necessary information
Please be aware:
- We are not responsible for orders delivered to incorrect addresses provided by the customer
- Address errors must be reported within 24 hours of placing your order
- Once shipped, we cannot redirect packages or change delivery addresses
- Undeliverable packages due to customer address errors may result in additional shipping fees or order cancellation without refund
If you notice an error, contact us immediately at info@sophieandjameslondon.com.
9. Delivery & Risk of Loss
Delivery Confirmation:
- An order is considered delivered when tracking confirms delivery to the address you provided
- We are not responsible for packages marked as "delivered" by the carrier
- Check with neighbors, building management, or your local post office if a package shows delivered but was not received
Risk of Loss:
- Risk of loss and title for items pass to you upon delivery to the carrier
- We strongly recommend purchasing shipping insurance or using a secure delivery location
Missing Packages:
- If tracking shows delivery but you did not receive your package, contact the shipping carrier first
- We will assist where possible, but cannot be held liable for carrier delivery issues
- File a claim with the carrier if your package appears lost or stolen
10. Returns, Refunds & Cancellations
Our complete Return & Refund Policy is available as a separate document. Key points include:
Returns:
- Accepted within 14 days of delivery
- Items must be unworn, unused, and in original condition with tags attached
- Return shipping costs are the customer's responsibility
Cancellations:
- Orders can be cancelled within 24 hours of placement, subject to processing status
- Once an order has been shipped, it cannot be cancelled and must be returned following our return policy
Refunds:
- Processed within 14 days of receiving and inspecting returned items
- Issued to the original payment method
For full details, please review our Return & Refund Policy.
11. Liability & Limitations
Our Commitment: We are committed to providing high-quality products and excellent customer service. However, please note the following limitations:
We are NOT liable for:
- Delays or failures in delivery caused by events beyond our control (natural disasters, strikes, customs delays, pandemics, etc.)
- Indirect, incidental, or consequential damages arising from use of our products
- Losses resulting from customer errors (wrong address, incorrect size ordered, etc.)
- Product color variations due to screen settings or lighting
- Minor variations in product specifications or appearance
Maximum Liability: Our total liability for any claim arising from your purchase is limited to the amount you paid for the specific product(s) in question.
Product Use:
- Our products are intended for personal, non-commercial use
- We do not guarantee products are suitable for any specific purpose beyond normal wear
- Follow all care instructions to maintain product quality
12. Customer Conduct
By using our website and services, you agree to:
✓ Provide accurate, truthful information
✓ Use the website for lawful purposes only
✓ Not engage in fraudulent activity or abuse our policies
✓ Not use automated systems (bots, scrapers) to access our website
✓ Not attempt to disrupt or compromise website security
✓ Treat our customer service team with respect and courtesy
We reserve the right to:
- Refuse service to anyone for any reason
- Limit or cancel orders that appear fraudulent or violate these terms
- Suspend or terminate accounts engaged in abusive behavior
- Report illegal activity to appropriate authorities
13. Complaint Resolution
We value your feedback and are committed to resolving any issues promptly.
How to File a Complaint:
-
Contact Us: Email info@sophieandjameslondon.com with:
- Your order number
- Detailed description of the issue
- Any supporting evidence (photos, screenshots, etc.)
- Response Time: We aim to respond to all complaints within 2-5 business days
- Resolution: We will work with you to find a fair and reasonable solution
Escalation: If you are not satisfied with our initial response, please reply to our email and request escalation to a senior team member.
14. Force Majeure
We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to:
- Natural disasters (earthquakes, floods, fires, pandemics)
- War, terrorism, civil unrest
- Government actions or restrictions
- Strikes or labor disputes
- Supplier or carrier failures
- Internet or telecommunications failures
- Any other unforeseeable events (acts of God)
In such events, our obligations will be suspended for the duration of the force majeure circumstance.
15. Governing Law & Dispute Resolution
Applicable Law: These Terms & Conditions are governed by and construed in accordance with Dutch law (Nederlands recht).
Dispute Resolution: Before initiating any legal proceedings, we encourage you to contact us directly to resolve disputes amicably. Most issues can be resolved through good faith communication with our customer service team.
Any disputes that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the competent courts in the Netherlands.
16. Severability
If any provision of these Terms & Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.
17. Changes to Terms
We reserve the right to update or modify these Terms & Conditions at any time without prior notice. Changes will be effective immediately upon posting to our website.
Your Responsibility:
- Check this page periodically for updates
- Continued use of our website after changes constitutes acceptance of the new terms
- The "Last Updated" date at the top indicates the most recent revision
18. Entire Agreement
These Terms & Conditions, together with our Privacy Policy and Return & Refund Policy, constitute the entire agreement between you and Sophie & James London regarding your use of our website and purchase of our products.
19. Contact Information
For questions, concerns, or assistance regarding these Terms & Conditions:
Sophie & James London
📧 Email: info@sophieandjameslondon.com
🕐 Customer Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT)
Thank you for choosing Sophie & James London. We appreciate your business and look forward to serving you.