Versand

Delivery & Returns Policy

Last updated: 28 August 2026

We want ordering from Sofia & Sterling to be straightforward.

Order processing

Orders are prepared for dispatch as quickly as possible.

During launches, promotional periods or exceptionally busy periods, processing may take slightly longer.

You will receive confirmation when your order has been placed and, where available, tracking information once it has been dispatched.

Delivery

Delivery options, estimated delivery times and applicable charges will be shown at checkout.

Delivery times are estimates rather than guarantees.

We are not responsible for courier delays or delays caused by customs, adverse weather, strikes or other events outside our reasonable control.

Free delivery

Where a free-delivery promotion or threshold applies, the qualifying amount and destination requirements will be displayed on the website or at checkout.

International orders

International orders may be subject to local import taxes, duties or customs charges depending on the destination.

Where these are not collected at checkout, they may be payable by the recipient.

Incorrect address

Customers are responsible for entering a complete and accurate delivery address.

If you notice an error after ordering, contact us as soon as possible. We cannot guarantee that changes can be made once an order has entered fulfilment.

Returns

You may return eligible items within 14 days of receiving your order, subject to the conditions below.

To be eligible for return, items must be:

  • Unworn
  • Unwashed
  • Unused
  • In their original condition
  • Free from marks, makeup, deodorant, perfume, pet hair or other damage
  • Returned with original tags attached where applicable

How to request a return

Contact us at: [email protected]

Please include your order number and the item or items you wish to return.

We will provide return instructions where required.

Return postage

Unless an item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

We recommend using a tracked return service.

Sofia & Sterling is not responsible for returned parcels that are lost before reaching us.

Exchanges

We currently recommend returning the original item and placing a new order for the preferred size or style.

This helps avoid stock being held while a return is in transit.

Faulty, damaged or incorrect items

If your order arrives damaged, defective or incorrect, contact us as soon as possible with:

  • Your order number
  • A description of the issue
  • Clear photographs where relevant

We will assess the issue and arrange an appropriate solution.

Final-sale or non-returnable items

Certain items may not be returnable where clearly identified before purchase or where return would be inappropriate for hygiene, personalisation or other lawful reasons.

This does not affect your statutory rights where an item is faulty.