Shipping policy
Shipping Policy
Last updated: 2 November 2026
Here is everything you need to know about how we process and deliver your order.
Processing and delivery times
Orders are processed within 1 to 3 working days (Monday to Friday). Once dispatched, delivery normally takes 3 to 7 working days. In most cases your order arrives within 4 to 10 working days in total. You receive a tracking number by email as soon as your order is dispatched.
Orders placed at the weekend or on a UK bank holiday are processed from the next working day. Delivery times are estimates, and busy periods or customs checks can add a few days.
Shipping costs
Shipping is £0.00 on all orders, with no minimum order value. No shipping charges are added at checkout.
Where we ship
We currently deliver to addresses in the United Kingdom only. Orders placed for delivery outside the United Kingdom will be cancelled and refunded in full.
Where orders ship from
Orders are dispatched from our fulfilment partner's warehouses in China. Your parcel travels internationally and passes through UK customs before it is handed to our UK delivery partner.
Delivery partner
Deliveries within the United Kingdom are made by Royal Mail. Every parcel is tracked.
Taxes and charges
All prices are shown in GBP. The amount you confirm at checkout is the amount we charge you. If you are ever asked to pay an additional charge in connection with your delivery, contact us at info@sophieandjameslondon.com before paying it and we will help you.
How to place an order
Add your chosen item to the basket, checking that you have selected the right size and colour, then go to checkout. Enter your delivery details carefully. All payments run over an SSL-encrypted connection. We accept Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay.
Tracking your order
As soon as your order is dispatched, we email you a tracking link. Tracking can take 24 to 48 hours to become active. You can also follow your parcel on our Track Your Order page. If your tracking has not updated after 3 working days, please contact us.
Incomplete or incorrect addresses
Please check your delivery address before you order. Address changes must reach us within 12 hours of ordering. If a parcel cannot be delivered because the address was incomplete or incorrect, contact us and we will look at redelivery options with you.
Order marked as delivered but not received
If tracking shows your parcel as delivered but you have not received it, please:
- check the delivery address on your order confirmation;
- ask neighbours, family members or your building manager whether they accepted it for you;
- look for a Royal Mail "Something for you" card.
If you still cannot find it within 2 working days, email us. We will open an enquiry with Royal Mail and keep you updated. Nothing in this section affects your statutory rights.
Lost or damaged parcels
If your parcel is confirmed lost in transit, we send a replacement or refund you in full. If your order arrives damaged, email us with your order number and photos and we will offer a replacement or a full refund.
Delays outside our control
Occasionally delivery is delayed by events outside our reasonable control, such as customs checks, carrier disruption or severe weather. We will keep you informed. If delivery becomes impossible, you may cancel the order and receive a full refund.
Contact
Email: info@sophieandjameslondon.com
Estimated response time: within 24 hours on working days.
Customer service hours
Monday to Friday: 09:00 to 18:00
Saturday and Sunday: closed
All times are UK time.
Business information
Store name: Sophie & James London
Email: info@sophieandjameslondon.com