FAQ
Thank you for taking the time to read these FAQs before contacting us, as 90% of your questions may already be answered here. If not, feel free to email us at: contact@sofia-taylor.com
Q. When will my order arrive? A. Most orders are processed within 2 to 4 business days following the order. A confirmation email with your tracking number will be sent once the order is shipped. Orders are shipped from our nearest warehouse based on your location. These times are estimated based on current shipping times*: UK: 7 to 15 business days. Times may vary due to busy shipping periods, national holidays, and COVID-19.
Q. Has my order already been shipped? A. Orders are typically shipped within 2 to 4 business days, sometimes earlier. You will receive a shipping email when your order has been shipped. Please check your SPAM/Junk folder in case it is there. If you cannot find your shipping email or think you have deleted it, contact us at sofiataylor.sav@gmail.com and we can provide you with real-time shipping information on your order.
Q. My item arrived broken or damaged, what can I do? A. First, we apologize if this has happened. To help us resolve the issue, please take photos and send them to us at sofiataylor.sav@gmail.com. Upon receipt, our team will take care of it. We must be informed within 48 hours of receiving the package and are not responsible for packaging damages, as it is up to the carrier to handle with care. This is beyond our control.
Q. I ordered 2 or more items, why have I only received one? A. When you order multiple items at once, they may be shipped separately as the products come from different warehouses we own. You may receive one item before the other. So, don’t panic if you don’t receive all your items at once... they are on their way!
Q. I need to cancel or change my order, how do I do this? A. We always do our best to cancel your order. However, if your order has already been shipped or processed, we cannot cancel it. If you wish to change your order (e.g., style, size, or shipping address), please contact us as soon as possible. We will do our best to accommodate the changes, provided your order has not already been shipped. If your order has been shipped, we will not be able to modify it, but we always accept returns if you wish.
Q. Can I get a refund or make a return? A. We offer a 30-day money-back guarantee. If 30 days have gone by since you received your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a refund, items must be in the condition you received them, with the box, packaging, and all accessories included.
Q. Which countries do you ship to? A. We ship worldwide for free.
Q. Do you have a warranty? A. Yes, of course! All orders come with a 30-day money-back guarantee. Just send us an email and we will be happy to assist you with the return.