Delivery and Returns
In order for your items to reach you safely, all our parcels are sent via Royal Mail as signed for recorded delivery. Please make sure the address you entered for your delivery is correct as we do not take responsibility if you enter the wrong address and your items don't reach you.
We aim to dispatch your items within 24 hours of receiving your order with your payment having been confirmed. We will then send you an email confirming the dispatch of your items. Orders placed after 11pm on Friday will be dispatched on the next working day, Monday. Orders placed on a Bank Holiday will be delivered 2 working days later.
For special next day delivery the order must be received by 11am to ensure it is dispatched the same day.
Standard Delivery - £4.95 standard delivery takes 2-3 working days
First Class Delivery - £6.95 signed for delivery takes 1-2 working days
Next Day Delivery - £11.99 next day delivery if order is placed before 11am Monday to Friday
Heavy Goods Delivery - Any items weighing above 3kg will be considered as Heavy Goods and will be charged at £10.99. Delivery takes 2-4 working days
Standard delivery to European countries - £15.99 delivery takes up to 7 working days
European Heavy Goods - Any items weighing above 3kg will be considered as Heavy Goods and will be charged at £32.99. Delivery takes up to 7 working days
Standard delivery to the rest of the world - £19.99 delivery takes up to 10 working days
International Heavy Goods - Any items weighing above 3kg will be considered as Heavy Goods and will be charged at £39.99. Delivery takes up to 10 working days
We try hard to accept returns and exchanges provided it is within 14 days of receipt of your items and that it is in perfect condition. All items must be returned with the original invoice and unworn, as sold with all tags intact i.e. the same condition in which we sent it in – unworn and unwashed. In the unlikely event that an item is returned to us in an unsuitable condition (e.g. with makeup stains, perfume etc) we may have to send it back to you.
It is the customer’s responsibility to ensure the product is returned back to us and it is also under their liability to cover any postal charges for the return and for the shipping of the new item.
We do however recommend that customers who send for an exchange opt for a registered/signed post in order to have a certificate of postage for their own record.
For international exchanges, the same regulations apply, however if you are from outside the EU you must complete a short customs declaration form; stating that the package encloses ‘returned goods’. If for any reasons the package is stopped at UK customs and a charge has incurred, no payment will be made by SofLina and the package will be returned to the sender.
To return your item(s), follow the steps below:
- Send us an email to firstname.lastname@example.org with your name and order number and the reason for the return and exchange
- Wait for our email with your return authorisation.
- Return the item(s) using the postal carrier of your preference. You are responsible for shipping costs associated with exchanges and returns. We recommend shipping with insurance and keeping your shipping receipts until your return is processed.
- Please insure you include the original invoice when returning or exchanging
- You will receive an e-mail once your refund or exchange has been processed
Any refund will automatically be issued to the card you used to place the original order. This typically takes 5 working days in the UK, dependent on your bank/card issuer.