DELIVERY & RETURNS POLICY
Delivery & Shipping
Standard delivery, 2-5 working days: £5.00
Next Working Day delivery: £6.50. Please note that orders must be placed before 12pm on the previous working day (Saturday and Sunday do not count as working days).
All deliveries outside of mainland UK will take between 2-7 working days and orders will be processed as quickly as possible.
This option is applicable for the following European countries - Austria, Belgium, Denmark, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Spain, Sweden, Switzerland and Turkey.
United States: £25.00
This option is applicable for all 50 mainland states.
Rest of the World: £35.00
This option is applicable for the following countries -
Bahrain, China, Hong Kong SAR China, India, Japan, Malaysia, Oman, Philippines, Qatar, Saudi Arabia, Singapore, Sri Lanka, Thailand, United Arab Emirates, Vietnam, Cape Verde, Egypt, Kenya, Morocco, Nigeria, South Africa, Antigua & Barbuda, Bahamas, Barbados, British Virgin Islands, Cayman Islands, Jamaica, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Vincent & Grenadines, Trinidad & Tobago, Argentina, Brazil, Chile, Colombia, Australia, Fiji, New Zealand, Canada, Mexico, Puerto Rico and US Virgin Islands.
Please note that all orders are trackable and you will be provided with relevant tracking information once the order has been shipped. You will also be required to provide a signature so please choose your delivery option to suit your needs. Sophie James Mayfair is therefore unable to deliver to PO Box addresses as a signature is required on delivery.
CUSTOMS AND DUTIES
You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.
A maximum of one 200ml diffuser per order can be shipped outside of the UK due to shipping regulations. We can also only ship a maximum of two of our 2kg candles (luxury candles) per order outside of the UK.
If you have any questions or queries regarding the above information, please contact our team on firstname.lastname@example.org
ITEMS PURCHASED ONLINE
You may return items bought at www.sophiejamesmayfair.com in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. Proof of purchase (order number) is required in order for a return or exchange to be accepted. You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference and address.
If there is a fault with your product, please contact our customer service team. We will need to investigate the issue so please do keep the faulty item along with your proof or purchase so that we can rectify the situation as quickly as possible. A member of our Sophie James Mayfair team will contact you with the next steps within 48 hours. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you, or if you prefer will refund you the cost of the product, but not the price of any other delivery option chosen by you.
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.
GOODS DAMAGED IN TRANSIT
If your item has been damaged in transit, please contact us immediately. Please retain the damaged items as you will later be asked to provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.
RETURNING AN ITEM
If you are returning an item to us, please contact our customer service team and ensure that you include the Delivery Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost in transit.
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, on some occasions it may take up to 21 days. Please contact us with any concerns.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.