Question 1

HOW LONG UNTIL I RECEIVE MY ORDER?

Accepted Answer

Our current handling time is affected by Covid-19 and you should expect longer delays than timescales listed below. Please allow us up to 12 working days to print and despatch your order. Royal Mail deliveries will also be affected by the pandemic to please also allow for possible delays there too. Just know that we are on hand to monitor your orders and answer any questions you may have in the meantime. Feel free to drop us an email at customersupport@soeursmode.co.uk - we aim to reply within 24 working hours.    We apologise for any inconvenience but we hope to get back to standard timescales as soon as possible!    As a standard, our handling time is 3-5 working days for dispatch of your order. After this time, you should expect to receive your delivery within the time frames listed below, dependant on your location. ​ UK Standard Delivery should reach you within 1-3 working days from the date of dispatch. In our experience, Royal Mail usually process the parcels quickly and deliver the next working day. If you still haven't received your parcel after 10 working days from the date of dispatch, please let us know. ​ EUROPE Delivery to countries within Europe but outside of the UK should be received within 3-5 working days from the date of dispatch. As these parcels are also delivered via Royal Mail, we have to allow a 28 working day timescale for the parcel to reach you. If you still haven't received it after this time, please contact us. ​ REST OF THE WORLD You should expect to receive your items within around 5-7 working days. We do have to allow 28 working days to pass before the parcel can be reported as missing and we can action this further.

Question 2

WHY HAVE I RECEIVED MY ORDER IN SEPARATE PARCELS?

Accepted Answer

If you have purchased a number of items, it may be that stock on a certain garment was low and needed to be ordered in as opposed to a different garment on your order that we already had available for print. In this instance, we try to get your order to you as quickly and efficently as possible and sometimes this means despatching your order items separately at no additional cost to you.   We also have items listed on our website from trusted external suppliers, for instance items in our health & beauty range are provided by a company called Skin Research Ltd and they will process your order and despatch it separately to any clothing items that are on the same order that we print inhouse.

Question 3

CAN I REPLACE A DAMAGED OR INCORRECT ORDER?

Accepted Answer

Yes! We will replace your order free of charge if found to be defective or faulty. Just contact Customer Support via the 'Contact Us' page or drop us an email at customersupport@soeursmode.co.uk. Please refer to our full returns policy for further info.

Question 4

CAN I CANCEL MY ORDER?

Accepted Answer

If cancelled on the same day of purchase, you can cancel your order by emailing us or using the contact form on the website.   If you change your mind and placed the order any time from the day of purchase, unfortunately we cannot cancel your order as this disrupts our batch and inventory system.   You can return your item once it reaches you though, you can view our returns policy here.

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