FAQ

Order Queries

Where is my order?

You are able to track your order by logging into your account. Once you are logged in you will see the screen shown below:

Click onto ‘Orders’ and a list of your current and previous orders will appear. To access your order click ‘View’. Next to your current order a delivery status will show one of the following:
Received: Your order has been received.
Processing: Your order is being processed ready for production.
Shipping: Your products are currently out for delivery.
Completed: You should of received your order.

My order hasn’t arrived – what should I do?

If your delivery has not arrived by the delivery date you were given, log into your account on our website. Click on ‘My Orders’, then enter your tracking code. This enables you to track your order and see the delivery status of your product. If you have any further queries please contact the customer service team via email: sales@sophiemariehome.co.uk or on our online chat.

I haven’t received any order confirmation?

You can check your previous and current orders online by going to your account, shown below:

Click ‘Orders’ then click on ‘View’ under the heading Actions and this will show your order details and contact details. Please ensure your contact details are correct, especially your email address. If this is incorrect please edit this for future orders by going on your account and clicking on ‘Name & Email’. However, we will be unable to change the email address on the current order(s) but we are able to provide you with any details regarding you order if you Contact Us.

I haven’t received all the items from my order

Please check your shipping confirmation email to ensure all the products were being delivered the same day. If you do not have your shipping confirmation email, you can view the order details by logging into your account and clicking on ‘Orders’. This will show your orders with your latest delivery information present.

 

My order is later than expected – what should I do?

Firstly, we apologise for the inconvenience. We have a close relationship with our manufacturers and we work together to ensure our delivery times are accurate to avoid delays. However, if there is a delay on your order we will inform you as soon as we are aware of the situation. If your order is delayed and you haven’t been notified, log in to your account and click ‘Orders’.

This will give you an update of your delivery information and show the delivery status of your product(s). If your order is showing shipped and you haven’t heard anything from your courier, Contact Us and we will resolve this for you.

Do you accept large trade orders?

Yes we do. You can get in contact with us via our online chat or contact us page and we will be happy to discuss it with you.

I’ve received the wrong product, what should I do?

We apologise for our mistake. Please contact us via our Contact Us webpage or our online chat. We will need details of your order and the product you have received and we will rectify the problem for you.

What is your usual time frame for order dispatch?

Most of our products are made to order and we work closely with our Derbyshire factory to ensure your order is processed as smoothly and quickly and possible.

For standard size product we aim to dispatch 2 – 5 working days from receipt of your order.

For any bespoke or non-standard items, we aim to dispatch 7 – 10 working days from receipt of your order.

You will receive an email confirming dispatch of your order with tracking information once your order has been shipped.

Please note, working days are classed as Monday-Friday only (excluding Bank Holidays).

Where is the status of my order?

Please log into your account and click onto ‘Orders’. A list of your current and previous orders will appear.

To view the status of your current order, click ‘View’.

A delivery status will be displayed detailing one of the following:
Received: Your order has been received by Sophie Marie and will soon be processed.
Processing: Your order is currently in production.
Shipping: Your order is currently out for delivery.
Completed: You have received your order.

My order hasn’t arrived – what should I do?

If you have not received your order by the provided delivery date, please log into your account and click on ‘My Orders’.

You will be prompted to enter the tracking number that will have been provided to you. The status of your order delivery will be advised.

If you have any further queries, please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat.

I haven’t received an order confirmation.

Please log into your account and click ‘Orders’ and then ‘View’. This will display all your order and contact details. Please ensure your contact details are correct, in particular your email address.

If your email address is incorrect, please update this for any future orders by logging into your account and clicking on ‘Name & Email’.

Unfortunately, this action will not update your email address for the current order(s) but we can provide you with an update if you request via email at sales@sophiemariehome.co.uk

I haven’t received all the items from my order.

Please check your shipping confirmation email to ensure all products were scheduled to be delivered on the same date.

If you do not have your shipping confirmation email, please log into your account, and click on ‘Orders’. This will detail all the order details including delivery dates, tracking numbers and order status.

If you have any further queries, please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat.

Can I add items to an order?

Unfortunately, once an order has been placed items cannot be added to an existing order.

If you would like to purchase additional items you will need to place a new, separate order.

Can I cancel my order or remove items from my order?

Once an order has been placed, we are unable to cancel and order in full or cancel individual items from that order.

For any items no longer wanted or needed, you will need to arrange for a return once you have received your full order.

Please refer to our Returns Policy for further information.

My order is later than expected – what should I do?

Firstly, we apologise for any inconvenience. We work closely with our manufacturers to ensure a smooth production process with accurate delivery dates but in the event of an unforeseen delay to your order we will always endeavour to inform you as soon as possible and keep you updated.

If your order has not arrived when expected and you have not heard from us, please log into your account and click ‘Orders’ to see your current order(s) status.

If you have any further queries, please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat.

Do you accept trade orders?

Yes, we accept trade orders and regularly fulfil large orders for companies and events. Please contact us at sales@sophiemariehome.co.uk or our online chat detailing your requirements and we will be happy to discuss them with you.

I’ve received the wrong product, what should I do?

We apologise for our mistake and the inconvenience caused.

Please contact us via sales@sophiemariehome.co.uk or our online chat detailing your name, order number and the incorrect product received, and we will ensure the correct product is sent out to you as soon as possible.

What do I do if my product is faulty or damaged?

All Sophie Marie products go through several quality checks throughout the manufacturing process to ensure the finish and quality of our products are of the highest standard.

In the rare instance of a faulty or damaged item, please send an email to sales@sophiemariehome.co.uk with a clear image of the faulty/damaged product. Once we have checked the fault/damage we will be happy to resolve the issue with either a replacement, refund or repair.

We cannot be held responsible for damage that occurs as the result of normal wear and tear. If an item is not cared for as per our recommendations, and this results in damage to the product, we cannot be responsible, and we will not be able to issue a replacement or a refund.

Please note we will only refund a delivery charge if the whole order is faulty or damaged.

Product & Stock

What is express delivery?

Certain products on our website are available for express delivery, meaning the products will be dispatched from us within 2-10 working days.

Does my product have warranty?

Currently, we do not offer warranty on all of our products. All products go through a number of quality tests and are manufactured to a high standard, keeping product developing faults to a minimum. However, some of our products will come with a 12 month warranty. If this warranty applies to your product it will specify on our Terms and conditions page and we will be more than happy to amend the issue. *Please note you can purchase extended warranty with some of our products, this will be specified on the individual product with a price plan for you to choose from.

Can I buy extended warranty on my product?

You can purchase extended warranty with some of our products, this will be specified on the individual product page with a price plan for you to choose from.

I’ve received the wrong product, what should I do?

We apologise for our mistake. Please contact us via our Contact Us webpage or our online chat. We will need details of your order and the product you have received and we will rectify the problem for you.

Delivery

If I order more than one item will they be delivered together?

We try our best to get your items delivered together. However, if the items have different carriers and lead times, this could be a bit of a struggle. If you would like to check when your orders are being delivered, visit your account, ‘Orders’.

This will give you a update of your delivery information and show the delivery status of your product(s).

Can I change my delivery address?

Your delivery address can be changed as long as the product has not been dispatched. You can log in to your account and click ‘Addresses’.

This will show you the address your current orders are being delivered too. To update your delivery information for future orders click ‘Edit‘ in the shipping address box. Please note if your order has already been dispatched, Contact Us and we will be able to help you with your query.

What happens if the carriers lost my parcel?

Firstly, we apologise, it is a rarity things like this happen. However, if this issue does occur please get in contact with us via the contact us page and we will get the problem resolved for you.

Do I have the option to add additional delivery instrustions to my order?

Yes. You can provide any additional information which may help our courier when delivering your product(s). There’s an additional box for any  extra delivery information, you may complete this before processing your order. This box is shown below:

I’ve tracked my parcel, it says it’s already been delivered, what should I do?

Firstly we apologise, it is a rarity that things like this happen. The most common causes of the issue is there’s either a fault in the IT tracking system or the courier has left your parcel with a neighbour. However, if this issue does occur please get in contact with us via the contact us page or online chat, we will get the problem resolved for you.

How do I contact the delivery company?

We will send you an email when your order has been dispatched. This email will include the couriers company details.

If you have lost this email, login to your account and you will be able to see if the courier has your product as it will say shipped. If you have not received this email please contact us and our customer service team will look into this for you.

How much do you charge for delivery?

Free Standard UK Delivery over £40

• FREE delivery applies to standard orders of £40 and over to UK addresses.
• Standard delivery is only £5.00 for orders under £40.
• Estimated delivery is between 2-5 days.
• When you check out we will provide an estimated delivery date for your order.
• Deliveries take place between 7am and 8pm, Monday to Saturday.
• Our delivery estimates do not always apply to remote areas.

For further information please visit our deliveries page.

How long will it take to deliver my product(s)?

The delivery date will be specified on your checkout. The date will be product dependant but will usually be between 2-5 working days from dispatch.

How will my product(s) be delivered?

We use Royal Mail and the delivery should happen within 2 working days of dispatch. Please note you will not receive a time slot so if your parcel is delivered and you are not in to collect it, a card will be left and you’ll be able to collect your parcel from your local post office.

 

Do you deliver to Europe?

Yes, but there will be different delivery costs. Please get in contact with us via our contact us page or online chat and we will discuss the additional charges with you.

How much do you charge for delivery?

We offer Free Standard delivery for all orders over £40 within the UK.

For orders below £40 we charge a flat fee of £5 for all Standard delivery within the UK.

The courier will be selected depending on the size of your parcel/order and location.

Deliveries take place Monday-Saturday between 7am and 8pm.

For further information please visit our deliveries page.

How long will it take to deliver my product(s)?

After order checkout an expected delivery date will be specified on your order confirmation.
The expected delivery date is product dependant but is usually 2-5 working days from dispatch.

Please note you will not receive a delivery time slot. If you miss your delivery, please follow the courier instructions to arrange redelivery.

Delivery to remote UK areas and international orders will have a longer dispatch timeframe. For further information please visit our deliveries page.

Do you deliver outside of the UK?

Yes, we regularly ship international orders but please note there will be a delivery charge.

The courier will be selected depending on the size of your parcel/order and location.

If you are an international customer, please contact us at sales@sophiemariehome.co.uk or our online chat detailing your location and we will be happy to check the best delivery option for you and confirm the delivery charge.

For further information please visit our deliveries page.

If I order more than one item will they be delivered together?

We always try our best to ship multiple items together, however on occasion this may not be possible.

If you would like to check when and how your order is being delivered, please log into your account, and click ‘Orders’.

This will detail all the order details including delivery information and the status of our ordered products.

Can I change my delivery address?

If your order has not yet been dispatched, you will be able to amend your delivery address.
Please log into your account and click ‘Addresses’. To update your delivery information, please click ‘Edit’ in the Shipping Address Box.

If your order has already been dispatched, you will have received a Shipping Confirmation email.

If you have any further queries, please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat.

Do I have the option to add additional delivery instructions to my order?

Yes, before you complete your order you will see an ‘Order Notes’ box at the stage where you input your delivery address. Please provide any additional information which may help the courier to deliver your order.

What happens is the courier has lost my parcel?

Firstly, we apologise for the inconvenience in the rare occurrence of the courier losing your order.

Please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat and we will liaise with the courier to get this problem resolved for you.

I’ve tracked my parcel and it says it has already been delivered, what should I do?

We apologise for any confusion. The most common reason for this issue is an IT fault in the tracking system or the courier has left your parcel with a neighbour.

Please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat and we will liaise with the courier to get this problem resolved for you.

How do I contact the delivery company?

When your order is dispatched, you will receive a Shipping Confirmation email detailing the courier details.

If you do not have this email to hand, please log into your account and click ‘Orders’ for full order and delivery information.

If you have any further queries, please contact our Customer Service Team via sales@sophiemariehome.co.uk or via our online chat.

Payments & Promotions

How do I use a discount code?

Enter the discount code on your basket page by entering the code into box saying ‘Coupon Code’ then click ‘Add’.

NOTE: Multiple discount codes can not be used, also the code you are entering could have a minimum spend (this does not included delivery charges) more information can be found in the Terms & Conditions.

How can I add another payment card to my account?

When paying for your next order, you can save your new card details at the checkout. Just click ‘Save My Card For Future Payments’.

Can I delete a payment card saved on my account?

Yes you can delete a payment card you have saved to your account. You can do this by going onto your account details, click payment methods and then delete. If you want to add a new card as your payment method you can also do this here.

Can all types of card be saved to your account?

Yes, you can save Visa, MasterCard or American Express.

Can I pay for my products via cheque or puchase order?

Unfortunately, we are unable to accept cheque’s and purchase orders as a payment method.

How do I enter a Gift Card code?

At the bottom of the Your Basket page, there is a field where you can enter your Gift Card code to apply it to your order. Please enter it in the Coupon Code field shown below:

 

Do you sell Gift Cards?

Yes we do. Simply visit our Gift Card page, select an amount, add it to your basket like you would a normal product and then proceed to our checkout.

What payment methods can I use to makes a purchase?

**We accept Visa Debit, Visa Credit, Mastercard,

Is the website secure?

Yes our website is secured using an SSL EV certificate, all the information sent between yourself and Sophie Marie is encrypted for maximum security. You privacy and security is our priority as we want you to feel you can shop online with great confidence. For more details visit our Privacy & Cookies page.

 

 

Returns & Refunds

When will I receive my refund?

The refund should appear roughly straight away, but this can be dependant on who you bank with and what type of card you purchased the product(s) on. For further information visit our returns and refund page for more information.

Can a refund be credited on to a different card?

Unfortunately, the law states any refund must go onto the card that was used to make the purchase. However, if the refund has been declined, alternative card details can be taken once we have got in contact with you.

How can I cancel my order?

Cancelling orders is only applicable for certain products (tablet stands). As long as your order has not been dispatched, you are able to cancel your order at anytime. To do this go to your account click ‘My Orders’ and cancel.

For any other products (cushions) you can not cancel your order as these are bespoke products made to order.

How will I be refunded?

The refund will be credited to the same card that you used to pay your previous order on. If the refund is declined, we will contact you within 30 days for alternative bank details.

When can I return my product?

12 Month Warranty (ALL products)

If any of your products become unfit for purpose because of quality or damage (does not include wear and tear) then please contact us to discuss the possible options, making reference to your order number and contact via our online chat or email (sales@sophiemariehome.co.uk). The options may include, replacement of the outside cover or inner case or a full replacement.

30 Day Money Back Guarantee (tablet stands ONLY)

We believe our product will be suitable for you and you will love our variety and versatility of products. However if you are unhappy with your product we can issue a full refund if you are not content with the quality or presentation of the bean bag stand.

You must ensure you inform us within 30 days of your purchase making reference to your order number, either via our online chat or email (sales@sophiemariehome.co.uk).

NOTE: Please ensure the item is in the same condition as when you received the product before returning and repack your product for our couriers to collect. We will need to approve the return before processing the refund which will take up to 48 hours after receiving the product back.

What do I do if my product is fautly or damaged?

We apologise for the inconvenience, it is a rarity this happens. However, we are happy resolve the situation if you send an email to us containing images of the faulty/damaged product. From here we will advise the best solution, a refund, replacement or repair options.

 

Can I add items to an order?

Once an order has been placed items can not be added to an order. If you would like to purchase any additional items you will need to place a new order.

Can I remove items from an order?

Unfortunately, you can not remove any items from your order once it has been placed. However, once you have received your product(s) you will need to follow our returns policy for unwanted items.

What is your Returns Policy?

Goods must be returned unused and undamaged in their original packaging, or a suitable secure alternative, within 30 days of receipt.

You are responsible for the cost of returning your item(s) to us, unless you have received a faulty, damaged or incorrect item.

For our full Returns Policy, please click here.

For our Terms & Conditions, please click here

What items can I return?

For all standard items, you can return an item for refund or exchange within 30 days of receipt, provided you have proof of purchase, the product is unused and undamaged and is securely returned to us in the original packaging or a suitable alternative. Please click here for further information of how refunds are processed.

Please note, all bespoke items are non-refundable and cannot be returned unless suffering a manufacturing fault. Please click here for how to return faulty or damaged items.

How do I return a product?

To return an item to us please contact sales@sophiemariehome.co.uk detailing your name, order number and the item/s to be returned. We will issue you with a Returns Authorisation Number (RAN). Goods returned without a RAN will be subject to a 15% administration and restocking fee.

Please enclose your Returns Number and a brief note outlining the reason for the return, in with the returned item/s.

You are responsible for the cost of returning your item(s) to us, unless you have received a faulty, damaged or incorrect item. Please click here for how to return faulty or damaged items.

The returned item/s are your responsibility until they reach our warehouse. Please repack your item with care using all the original packaging or suitable alternative to avoid any damage to the product during transit.
We cannot accept liability for packages lost or damaged during transit back to us, therefore you are advised to return your package by recorded delivery, registered post or courier.

Please return items to:

Sophie Marie Ltd
Returns Department
Design House
4 Valley Road
Leicester
LE67 9QS
United Kingdom

How will I be refunded?

By law, all refunds will be made back to the original card used to make your purchase.

We aim to process your refund as quickly as possible, but it may take up to 3 working days to reach your bank depending on your bank or type of card used.

If the refund is declined, we will contact you within 30 days for alternative bank details.
For our full Returns Policy, please click here.