Shipping Policy
Shipping Policy – Sophie & Lila
Processing Time
Orders are processed within 24–48 hours (business days) of payment confirmation. During sale periods or holidays, processing may take up to 2 additional business days.
Delivery Time
Estimated delivery to the United Kingdom is 6–16 business days after dispatch. Delivery estimates are provided in good faith and are not guaranteed delivery dates. Unless a different date is agreed, goods will be delivered without undue delay and in any event within 30 days of the order being placed, as required by UK law. If we fail to deliver within this period, you may set a further reasonable deadline or, where the deadline was essential, cancel for a full refund.
Tracking
You will receive a tracking number by email once your order is dispatched. You can follow your delivery via the Track Your Order page on our website. Please allow 1–3 business days for tracking to activate.
Taxes, Duties and Customs
- For consignments with a value of £135 or less, UK VAT is charged at checkout where required — no additional VAT is due on delivery.
- For orders above £135, import VAT, customs duties and clearance charges may be levied by HMRC or the carrier on delivery. These charges are determined by the authorities, are outside our control, and are the responsibility of the customer unless stated otherwise at checkout.
- Customs inspections can add transit time; such delays are outside our reasonable control.
Shipping Address
It is your responsibility to provide a complete and accurate shipping address (including flat or unit numbers). Address changes are only possible before dispatch and cannot be guaranteed. Parcels returned or lost due to an incorrect or incomplete address provided by you are not eligible for a refund of shipping costs, and reshipment will be at your cost.
Split Shipments
Orders containing multiple items may be shipped in separate parcels, each with its own tracking number, at no extra cost to you.
Risk and Delivery
Risk in the goods passes to you when the goods come into your physical possession (or that of a person identified by you to take possession). Until that point, transit risk remains with us.
Delays, Lost and Undelivered Parcels
- We are not responsible for delays caused by carriers, customs, weather, strikes or other events outside our reasonable control, without prejudice to your statutory delivery rights above.
- If your tracking has not updated for 10 business days, contact support@sophie-lila.com and we will open a carrier investigation. Refunds or reshipments for lost parcels are processed once the carrier investigation confirms loss or your statutory rights apply.
- Where tracking shows delivered to the address you provided, please check with household members and neighbours and notify us within 7 days if the parcel is missing, so we can investigate with the carrier promptly.
Contact
support@sophie-lila.com — Sophie & Lila, Borné 62, 4374DB Zoutelande, Netherlands.
