Shipping & Returns
Packaging
We care about the environment and strive to make our packaging as eco-friendly and minimal as possible. All of our orders are sent out in cardboard boxes or tubes and our clear sleeves are made from compostable corn starch - even our stickers and parcel tape are biodegradable.
Postage & Shipping
We aim to post out orders within 2-3 days of receiving. During busy times this might not be possible and could be slightly longer. Orders placed on weekends or public holidays will be processed the next working day.
Postage will be calculated by weight and destination at checkout.
UK - parcels are sent out by Royal Mail 1st Class or Collect+.
Channel Islands - parcels will be sent by Royal Mail 1st Class.
International orders - parcels will be sent out by Royal Mail or tracked courier service depending on weight. Please note that these charges only include delivery; therefore non-EU customers will be responsible for any import duties and local taxes. If you do not see your destination country at checkout then please send me an email to arrange delivery - info@sophiecharlesdesign.com
Pricing and payments
We reserve the right to adjust prices or shipping costs, at any time without notice.
All payments are processed in British pounds sterling. All payments are processed through Stripe. It's a safe and secure way of making payments online. Take a look at their website for more information.
Once payment has been received we will process and send you your order. If we can't fulfil your order due to products being unavailable, we will email and inform you that we have cancelled your order and will fully refund your payment. We reserve the right to refuse or cancel orders at our discretion and in this instance will refund any payments which have been taken.
Returns
A request for a return must be made within 14 working days of receiving an order or once the first attempt at delivery has been made. Authorised returns must be received within 14 days to remain valid for a refund.
To be eligible for a return, the item{s} must be unused and in its original packaging. Items that do not meet this criteria, the time limit, or are non-returnable, will be declined.
Buyers are responsible for return postage costs and are advised to return items via a tracked method; lost returns cannot be refunded.
Non-returnable Items
· Sale or Samples
· Commissioned or personalised items
· Promotional items are also non-returnable.
How To Return An Item
To request a return you must email us first. Any items returned without contacting the shop first may be exempt from receiving a refund. Once you have received a confirmation email, please return your order to:
Sophie Charles, 18/4 Tower Street, Edinburgh, EH6 7BY
Receiving A Refund
Once your return has been received and checked, an email will be sent to inform you of whether a refund has been approved or rejected. If approved, credit will be applied to your original method of payment within 14 working days.
Faulty Items
If you believe your order to be faulty, please contact the shop immediately to report the fault and follow the returns information provided. All suspected faulty items must be returned for inspection within 7 days of reporting the fault.
Lost Orders
Lost items are extremely rare, though occasionally items can take longer to arrive than expected. Proof of postage is always obtained.
If you think your purchase may be lost, please check first with your local sorting office and neighbours with whom the parcel may have been left. If you have checked these options and your parcel still cannot be found please email us for more information.