Frequently Asked Questions
How can I get in touch with you?
Unfortunately, our customer service phone line is currently closed but our dedicated team are dealing with all enquiries from home via email at email@example.com. We will endeavour to respond to all emails within 48 hours.
Can I place my order over the phone?
I’m afraid we can’t take telephone orders at the moment. If you encounter a problem placing an order on our website, please email our friendly customer service team on firstname.lastname@example.org and they will endeavour to help you as soon as possible. Please note that our customer service team are working from home and aim to respond to all emails within 48 hours.
Can I order from your website?
Yes. We closed our website temporarily on March 23rd for two weeks but we are now open. Our delivery services with Royal Mail and DPD are still operating but please note we are currently only offering a standard 2nd class delivery service and your order may take slightly longer than usual. Please expect it to be delivered within 7-14 days of placing your order.
I’ve placed an order; how long will it take to arrive?
We are working hard to get each delivery out as soon as possible, but this might take longer than usual. Our delivery services with Royal Mail and DPD are still operating but please note we are currently only offering a standard 2nd class delivery service and your order may take slightly longer than usual. Please expect it to be delivered within 7-14 days of placing your order. We’re sorry for any inconvenience this may cause, but we hope you can appreciate that in this current climate our priority must be the safety of our staff.
Have you changed your returns policy given the current situation with coronavirus?
We know that getting to a post office at the moment can be risky for many and is not considered a necessary trip. Any orders placed after 1st March 2020 will qualify for an extended returns period of 60 days with immediate effect. Our standard returns policy rules will still apply, but we hope this will make life a little bit easier.
Will there be a delay in getting a refund on returned goods at the moment?
Our returns and refunds will operate as normal. Once your parcel has been received by our team it can take up to 7 working days to fulfil your request. When we have dealt with your parcel, we will confirm this to you by email. Please be aware that it can take five to seven days after we have processed a refund payment for it to appear on your credit card statement.
I’m self-isolating, can I still receive my delivery?
We use the courier services of Royal Mail and DPD and both are offering a contact-free delivery and will leave your parcel either at your front door or in a safe place. Current advice states that it is safe to still receive parcels, but we would recommend washing your hands after handling one.
What has changed since you closed your online store on March 23rd?
We temporarily closed our online store on the morning of 23rd March. This was before Government restrictions and enforcements came into place that evening. We spent two weeks implementing the necessary safety precautions in our warehouse. Since closing, we have made numerous changes, including limiting the number of staff in our warehouse, ensuring that the best hygiene standards are met for our staff and in our premises, and maximising social distancing.
How many people are working in your warehouse?
There are currently fifteen people working in our 35,000 sq ft warehouse, where we would usually have over 20.
What hygiene standards have you introduced?
We have increased our already high standards of hygiene to include a very strict end of day process, which involves daily deep cleans on all work surfaces and packing equipment, warehouse operative equipment, office door handles, kitchens and bathroom areas, using both anti-bacterial surface cleaner and a professional medical sanitiser. Our staff will also be following government guidelines by washing their hands as soon as they enter the building, before leaving the building and regularly throughout the day. As well as this we have introduced some further measures, including all non-fire doors staying open to avoid touching shared door handles.
How are you practising social distancing?
We have reduced our warehouse staff to 15 and each staff member will have their very own designated packing area, which is separated more than 2 metres apart from anyone else to maximise social distancing. Marker tape has also been used around designated areas to remind people of this. To assist further social distancing, we have also introduced staggered break times in designated kitchen areas so no one will have any tea/coffee or lunch breaks with anyone else.
What procedures have been put in place for your staff members to keep them safe?
We have introduced numerous procedures, including limiting the amount of staff in our warehouse, implementing a no-contact policy with any delivery drivers, ensuring the best hygiene standards are met and implemented social distancing.
Where are your office-based staff working?
All office staff are working from home.
Have your staff been forced to work?
No, we’ve listened to all our staff members and implemented a detailed health and risk assessment on all employees to ensure that anyone asked to work in our warehouse will not be putting themselves or anyone in their households at risk. These members of staff have been practising social distancing and following the strict Government guidelines since March 23rd and have had no symptoms of COVID-19.
How are you working to make your deliveries safe?
All couriers are offering a contact-free delivery and will leave your parcel either at your front door or in a safe place. Current advice states that it is safe to still receive parcels, but we would recommend washing your hands after handling one.
I’ve heard that COVID-19 can be caught from cardboard and other materials, what are you doing to ensure your parcels are safe?
We have introduced a careful hygiene process throughout our warehouse and there will be no contact between our staff members and our couriers. It is safe to still receive parcels, but we would advise washing your hands after handling one.
Why won’t my discount code work on sale items?
Unfortunately, discount codes are only valid on full-price items and cannot be used in conjunction with any other offer or promotion.
I have received an email to say there are items in my basket, but I thought I had successfully placed an order. Why is this?
If you have received confirmation of your order via email, then your order has been successfully placed. If you are still getting basket reminders, please revisit our website on the device you used previously, this may be either your phone, tablet or desktop computer. Once you have accessed our website, you should see the items still within your bag which is accessed by clicking on the bag icon (top right-hand side) of your screen. Please work your way through the items and remove them, once removed your bag should now be empty and you will no longer receive basket reminder emails from us.
How did you get my details and how do I unsubscribe?
We may have your details from a previous order, competition entry or from signing up to our Newsletter. If you wish to unsubscribe, please email your details to email@example.com or call our Customer Service Team on 01778 560256. Our Customer Service Team are available Monday to Friday, 9am – 5pm.
Do you have any stores near me, that sell your products?
Can you tell me what stock your stockists have available?
Unfortunately, we are unable to view the stock availability of products at our stockists. We would advise contacting them directly. You can find all our stockists contact details using our stockist locator, which can be found here; https://www.sophieallport.com/pages/stockists
What Sophie Allport stores are there and where are they?
We have two independent Sophie Allport stores, both in Lincolnshire, UK.
Stamford Shop: Sophie Allport, 26-27 High Street, Stamford, Lincolnshire, PE9 2AY
Bourne Shop: Sophie Allport, The Old Brewery, Spalding Road, Bourne, Lincolnshire, PE10 9WG
Can I request a fabric sample, prior to purchasing fabric?
Yes. We offer 6 free fabric samples per customer. The postage costs £1.95 and our fabric samples can be ordered online.
I have a general enquiry/feedback, how do I get in touch?
We have live chat that is available on the bottom right-hand side of our website page, if our Customer Service Team are not online, you shall see the option here to email us instead. You can also call our Customer Service Team on 01778 560256. If you would prefer to email us, our email address is firstname.lastname@example.org. We aim to reply to queries within two working days.
Can I amend my order?
We do understand that errors can sometimes occur when placing an order online. We will always try to amend and order, however, we cannot guarantee that this is always possible. Once an order has reached our Packing Team, we are unable to make any changes or amendments. If you need to amend an order, please get in contact with us at your earliest convenience.
I’ve noticed an error with my recent order, what do I do?
Please contact our Customer Service Team straight away, with details of the error and your order reference. We do advise that it may take up to two working days for an email to be acknowledged, during busy times, so would recommend calling us directly with any urgent queries. Our Customer Service Team are available at email@example.com or on 01778 560256, Monday to Friday, 9am – 5pm.
My order is going to a gift recipient. Can I remove prices to an invoice and include a gift message?
Yes. If you click to view your basket, you shall see the option to Add A Gift Message. Here there is a text box, under the Subtotal, which repeats Add A Gift Message. You can then checkout securely.
Do you offer a gift-wrapping service?
Unfortunately, we do not currently offer a gift-wrapping service. If you would like your goods wrapped in Sophie Allport gift wrap, it can be purchased online or using the following link; www.sophieallport.com/collections/gift-wrapping
My order has dropped to below £50 and now it’s charging me postage, is this correct?
We do offer a free standard delivery on mainland UK orders, however your total must be over £50, including any added discounts.
Can I request for the order to be dispatched in plain, non-branded, packaging?
If there is a need for an order to be dispatched in non-branded packaging, we would need to be contacted straight away, as we are unable to amend an order once it has reached our Packing Team. We do advise that it may take up to two working days for an email to be acknowledged, during busy times, so would recommend calling us directly with any urgent queries. Alternatively, we are more than happy to place the order via telephone. Our Customer Service Team are available at firstname.lastname@example.org or on 01778 560256, Monday to Friday, 9am – 5pm.
Why hasn’t my order arrived yet?
We do advise that our standard delivery can take between 3 to 7 working days. While our first-class delivery can take between 2 to 3 working days. If you have placed an order with our next day delivery by 12 noon, then your order will arrive the next day. If you order hasn’t arrived in the expected time frame, please call our Customer Service Team on 01778 560256, who will be able to investigate this. Our Customer Service Team are available Monday to Friday, 9am - 5pm.
How can I pay for my order?
We accept all major cards. If you are using American Express, please place your order through our website as we can only accept this form of payment online. There is also an option for express checkout, using PayPal, if you wish to pay by card just scroll further down the page.
Are your products microwave and dishwasher safe?
Please check the Product Care Guidelines for each product. Most of our fine bone china items are dishwasher and microwave safe, however, we would always recommend checking the Product Care Guidelines for each product. We recommend when loading the dishwasher that items are not touching, this helps prevent any risk of damage. We also advise to not overload or exceed a temperature of 40ºC (104ºF) when washing fine chinaware in the dishwasher and use only the 'gentle,' 'short wash' or 'china and crystal' cycle. Use a very gentle detergent; some of the eco-detergents are a better choice than the stronger dishwashing powders and tablets. As soon as the wash water has drained away, there should be an immediate rinse cycle to flush away deposits of detergent, which will form a film if allowed to dry on the fine bone china. We do always advise, however, that it is best to wash fine bone china items by hand straight away and that scouring pads are not used.
Is your melamine range BPA free?
Our melamine is made from 100% melamine so therefore we can confirm that all our melamine products are BPA free.
Do your products contain phthalates?
Some of our products may contain a minimal level of Phthalates, however they have been tested and are considered to be a safe level, for the products we sell.
How should I wash your products?
How do I find the measurements of a product?
You can find the measurements for each of our products online, under each product description.
Can I use my lampshade as a ceiling lamp and a table lamp?
Yes, our lampshades have a fixture that rotates so that it can be used for both, however, you may find the fixture is stiff due to not previously being moved. This should ease after the first couple of uses.
Can the Sophie Allport Pet Neckerchiefs be used as a collar?
No. They are simply designed to be a decorative accessory and an addition to the existing pet collar.
How much does delivery cost?
We have a range of delivery options available. Our Standard Delivery costs £3.95. Our First-Class Delivery costs £4.95. Our Next Day Delivery costs £7.95 and our Saturday Delivery costs £12.95. We can also ship some of our items overseas, all of our delivery costs and important information can be found on the following link; www.sophieallport.com/pages/delivery-uk-overseas
Can you ship Internationally?
We can ship outside the UK, however, there may be restrictions dependent entirely on the size and weight of the items ordered. We would always recommend that the order is placed directly through our website, as this will calculate and provide the most accurate cost of shipping automatically for you. All our current and existing lines are available to view online. If there is not an option for delivery at checkout, it may be due to the restrictions in place. In these instances, we kindly ask for our Customer Service Team to be emailed, with information of the items you wish to order and desired delivery address. We can then investigate and obtain a quote from an alternative courier. International orders may take up to 10 working days for delivery and are shipped with either Royal Mail International, DPD or UPS.
How long will my order take to be delivered, if outside the UK?
International orders may take up to 10 working days for delivery and are shipped with either Royal Mail International, DPD or UPS.
What couriers do you use?
We use Royal Mail, DPD or UPS.
Do you offer a Click & Collect service?
We do offer a Click & Collect service. You can collect your items from our Bourne shop, call our Customer Service Team, who will take your order over the phone. They are available Monday to Friday 9am - 5pm. Subject to stock availability, items will be available to collect from 12 noon on the next working day.
When will I receive my lampshade?
Our lampshades are made to order, so please allow up to 14 working days for this item to arrive. Unfortunately, we are unable to post these outside the UK at present.
My item is broken/defective, what do I do?
If we could kindly ask for images of the broken or defective item, along with the order reference, to be emailed to email@example.com. Our Customer Service Team can then look into this accordingly.
I bought an item from a stockist, can I return it to you?
No, please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is. If you require a telephone number for a store, please let us know.
I have been given an item as a gift, can I exchange or return it?
An item that was received as a gift can be returned for an exchange or gift vouchers. We do require proof of purchase or a delivery note from Sophie Allport. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.
I bought an item that I would now like to return, what do I do?
With regards to an exchange or refund, we kindly ask for the items to be returned to us within 30 days, using the returns and exchanges form that was included within the original parcel. We do ask for the items to be unused and in their original packaging, with tags still attached and advise that proof of postage or courier confirmation is kept, on the off chance there is an issue with the delivery of the return. Once the items have been received back here with us, we can then action the exchange or refund for you, as required.