FAQs
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
How long will it take to get my order?
It depends on where you are and what type of shipping you have paid for. Orders processed in the United Kingdom can take up to 1-7 business days to arrive. International deliveries can take anywhere from 7-16 days to arrive. We offer economy, standard and express shipping.
Currently there are delays with Royal Mail International Orders.
Are customs charges included in my order?
Sophie Hannah Hair are unable to pay individual customs charges on behalf of customers. Prior to placing your order, it is advisable that you contact your local customs office for further information.
What shipping carriers do you use?
We currently use Royal Mail and Parcel Force.
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Due to social distancing and the restrictions put in place due to COVID-19 please allow up to 7 business days for dispatch of your order. We are fulfilling orders as fast and as safely as possible.
In light of the ongoing COVID-19 pandemic, a situation challenging and uncertain for everyone, we are doing everything we can as a business to prevent any disruption to our services.
However, international tracked and untracked post may be subject to delays or restrictions. These may be caused by changes in transport procedures (e.g. border controls), changes in international transport (e.g. cancellation of previously used flight connections), changes in delivery procedures in the destination country (e.g. quarantine or other protective measures) and more.
Before placing your order, please click here to check that parcels can still be delivered to your location. This is a fast paced and constantly changing situation, so we strongly recommend that you keep an eye out for further updates by the courier services we use, as well as your country’s government.
For the latest updates by Royal Mail, please see here.
For the latest updates for Parcel Force, please see here.
As for certain countries non-essential shops and businesses are closed, we also advise that before ordering you check that you are still able to receive parcels at your shipping address. This will help you avoid unnecessary costs.
Finally please be aware that, according to the information we’ve been provided, people receiving parcels are not at risk of contracting the coronavirus. Based on existing data regarding other coronaviruses, these types of viruses don’t survive long on objects, such as letters or parcels. However, as per the highly publicised guidance, we advise people to wash their hands using soap and hot water after unpacking any newly received parcels.
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All deliveries are handled by shipping couriers and all times given below are estimates. There is a small chance that your delivery may come earlier or later than specified.
You will be sent an email with more information regarding your order delivery when your order is dispatched.
In the event of any failed delivery, your order will be cancelled and the cost of the items you ordered only will be refunded to the card used at checkout, once your order is sent back to our warehouse.
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Shipping costs: Unfortunately due to COVID-19 our international courier partners have consistently upped their price’s as the demand for e-commerce goes up, in a period where there are less flights. Therefore we have had to up our shipping prices to reflect this increase. We will be constantly reviewing this and will look to bring this back down to normal as soon as we can. We thank you in advance for your understanding.
Final shipping fees are calculated at checkout based on weight and location.
UPDATE - There are currently delays with Royal Mail International deliveries so we have switched over to using Evri in the meantime. The shipping costs are slightly higher, however it's a more reliable courier currently.
UK
Free shipping - 2-3 Business Days - for orders over £25.00 (and under 2kg)
Royal Mail 1st Class (Untracked) 1-2 Business Days - from £3.95
Royal Mail 24 with Signature - Next Business Day - from £4.31
Royal Mail 2nd Class (Untracked) - 2-3 Business Days - from £2.85
Tracked 48 for large orders - £5.95
Europe
Free Shipping - 3-5 Business Days - for orders over £45.00 (and under 2kg)
International Standard (Untracked) - 3-5 Business Days - from £6.12
International Tracked - 3-5 Business Days - from £9.18
Express International - 2-11 Business Days for large orders - £53.90
US
Free Shipping - 15-80 Business Days - for orders over £75.00 (and under 2kg)
International Economy (Untracked) - 15-80 Business Days - from £7.75
International Standard (Untracked) - 6-7 Business Days - from £15.05
International Tracked - 6-7 Business Days - from £15.90
Express International - 2-11 Business Days for large orders - £64.65
Rest of World
Free Shipping - 15-80 Business Days - for orders over £75.00 (and under 2kg)
International Economy (Untracked) - 15-80 Business Days - from £7.75
International Standard (Untracked) - 6-7 Business Days - from £10.90
International Tracked - 6-7 Business Days - from £15.65
Express International - 2-11 Business Days for large orders £64.65
* Free shipping for orders over certain amount are only valid if a small order where the products are under 2kg
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BREXIT (The UK Leaving the European Union) – Consequences for European Customers
As our goods are shipped from the UK, and the UK has now left the European Union, there may now be additional charges to pay on delivery of your goods. Please read and note the below.
VAT will now be payable in EU countries where the customer resides – rates vary from country to country but average 20%. VAT will be payable on delivery of the parcel in the local country. The customer will have an invoice attached to the shipment for payment. The Low Value Consignment relief provisions apply until June 2021 – until then you can sell purchases goods under the value of €22 without VAT being applicable.
To find the VAT rate in your local country please use this link.
Duty and Tariffs When ordering internationally you may have to pay import duty depending on what you’ve ordered and its declared value.
Import duty is a tax that may be imposed by your country’s government on goods from other countries, so unfortunately this is not something we can control.
When sending parcels to the EU from the UK, Duty is only payable for any orders over €150 in value. Duty may apply to restricted goods, including alcohol, tobacco, etc.
Duty will be based on the type and material of each good, and the location the customer resides in. The customer will have an invoice attached to the shipment for payment.
Please use this website to look up potential payable duty charges.
It is not guaranteed that there will be a duty charge, its dependant on each shipment and each customs official around the world.
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Problems in receiving your order?
Where is my order and how can I track it?
Information regarding this should be included in your dispatch confirmation email which should arrive shortly after your order has been dispatched. If you cannot find this email, please search your inbox for Sophie Hannah Hair. If you’ve paid for tracked delivery but you cannot find any tracking information in your dispatch email please contact our support team: enquiries@sophiehannahhair.com. Please note each country and courier company provide different levels of tracking, so you may not be able to see step-by-step delivery updates throughout the your parcel journey.
My tracking number is not working or saying pending?
Tracking is dealt with by the courier company and we do not have any control over delivery once a parcel has left our warehouse. Occasionally, online tracking may take a while to update, but if the problem persists please call the courier company as they might be able to provide more information about the location of your order.
Why is my item taking longer than specified?
All deliveries are handled by our chosen courier services. Therefore we cannot give you a specific answer, however the following situations can sometimes cause deliveries to take a little longer.
- Busy courier service depots can sometimes get so busy that parcels at delayed whilst they wait to be scanned and processed.
- If you are located a long distance from the depot it can take an extra 1-2 days for items to be delivered. The further you are, the longer it takes by road.
- International orders can face delays whilst being checked at customs, then passed to different facilities before they make it to your address.
My order has been marked as delivered but has not arrived?
If your order has been marked as delivered but is not in your possession, please check with your concierge and/or neighbours, as well as your local post office/ depot. Your courier may have forgotten to leave a missed delivery card.
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Returns & Refunds
For items purchased online, you can send them back for a full refund within 28 days, provided it has not been used or fitted and is returned with any packaging that forms part of the goods with a valid proof of purchase. Please note it is the customers' responsibility to cover the cost of return. We recommend that customers used tracked postage and keep proof of postage when sending the order/item back.
Please also include your order number on a slip of paper with your return.
Return address:
Big Yellow Storage
Sophie Stanford / T50
Bruff Close
Turner Road
Colchester
CO4 5EU
If your item is faulty, please reach out to our support team via email enquiries@sophiehannahhair.com and include your order number and a photo of the faulty item. Return the faulty item(s) to the address above & please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty items. This will be done once the return has been processed.
Any refunds will be refunded to the same payment method you used when you placed the order. We try and process refunds as quickly as possible, but please give us 7 business days to process your return once the items are received back to our warehouse.
If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.
Unfortunately we cannot accept returns of gift cards or sale items.
For any other shipping enquiries please contact our support team: enquiries@sophiehannahhair.com