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FAQs

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes. International and European shipping costs will vary between £10 - £21 depending on your shipping address location. The shipping cost will be calculated and adjusted automatically at checkout.

Standard shipping is £3.99 for all UK customers or FREE to all our UK customers if you spend over £39.99.

WHEN WILL MY ORDER ARRIVE?

We aim to ship all in-stock items within 48 hours of your order being placed, excluding weekends and public holidays in the UK. 

The majority of our orders are delivered on time as normal; however, due to the ongoing Covid-19 pandemic, some carriers are experiencing significant delays, meaning some orders may not be delivered within specified timescales.

CAN I CANCEL OR AMEND MY ORDER AFTER I'VE PLACED IT?

Our team works fast to prepare and send your order as quickly as possible, which means we cannot make any changes to an order once it has been placed.

CAN I TRACK MY ORDER?

You'll receive an email to acknowledge receipt of your order and a shipping confirmation email. 1st Class Royal Mail orders come with a general tracking number but may not update the package location until the delivery date. UK Next Working Day Delivery comes with end to end tracking. 

With a standard parcel delivery service for goods delivered within the UK or internationally, there is no tracking or visibility of where the package is during the delivery process. This means typically goods are delivered with no or little communication. 

Overall, we recommend that you follow the tracking information in the shipping confirmation email so that you're at home to receive your parcel and it's not returned to us.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE?

If you experience your parcel going missing, please contact us and we will attempt to track down the parcel. Unfortunately, we cannot be responsible for lost, stolen or incorrectly entered delivery details. If a parcel is returned to us, payment for a second delivery attempt may be charged. We are unable to deliver to PO Boxes.   

CAN I RETURN MY ORDER?

If a product you have ordered is damaged, please let us know immediately and within 15 days of purchase at the latest. We will gladly offer a full refund or replacement. Please quote your name and order number when emailing info@sophiahaircare.com providing details of the damage, including any photos if applicable. Once the item has been returned, a refund usually takes 3 to 5 business days to be credited back to your credit card or original payment method, or the replacement is sent free of charge. 

We cannot accept returns as a result of any conditions or reactions. We are always happy to help if you have any questions before and after purchase, and recommend reading the full ingredient list, suitability and how to use information first. 

WHAT IS YOUR CUSTOMER SERVICE LIKE?

Customer service is very important to us. In recognition of the number and quality reviews that we receive from our customers. If you agree, please do give us a 5-star rating. 

CAN I CONTACT YOU DIRECTLY?

Absolutely! We love speaking to our customers and are always happy to help. You can contact us directly by sending an email to info@sophiahaircare.com or DM us on Instagram and we'll get back to you within 48hrs.