Do you ship overseas?
Unfortunately this isn't something we can offer right now, but it is something we are looking into as Sophie Hannah would love all of her followers to try the brand.
How long will it take to get my order?
It depends on what type of shipping you have paid for. Orders processed in the United Kingdom can take up to 1-7 business days to arrive.
If you have ordered a PRE ORDER product, it states on the product page the time frame in which the order will be fulfilled. Please allow 1-7 business days after the final fulfilment date, to receive your order.
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 Evri.
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.
For the latest updates by Royal Mail, please see here.
For the latest updates for Evri, please see here.
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.
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.
Final shipping fees are calculated at checkout based on weight and location.
Express Delivery - 1-2 Business Days - from £4.95
Standard Delivery- 2-3 Business Days - from £3.95
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: email@example.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.
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.
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.
Big Yellow Storage
Sophie Stanford / T50
If your item is faulty, please reach out to our support team via email firstname.lastname@example.org 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: email@example.com