FAQs
How can I contact your customer support team?
You may reach us via email at support@arthurandsophie.co.uk or send us a message through our Contact Form
Don't forget to include your order number (if you have one) or any other questions you may have.
We do our best to reply to your email within 1 business day.
Where do you ship to?
We currently ship orders within the United Kingdom only.
Can I change my delivery address after placing my order?
Delivery address changes can only be made before the order has shipped.
Please get in touch within 24 hours of placing your order to request an update at support@arthurandsophie.co.uk
How long does it take to process my order?
Processing time is 1 to 3 business days (Monday to Friday).
Orders placed after the cutoff time (17:00 GMT) are processed on the next business day.
How long does transit take once the order has been shipped?
Transit time is 2 to 8 business days (Monday to Friday).
This may vary depending on your location.
What is the estimated delivery time?
The estimated delivery time is 3 to 11 business days (Monday to Friday), including both processing and transit times.
Can I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking information.
You can also check the status of your shipment on our Track Your Order page.
If you haven't received your tracking details or need any assistance, please reach out to us at support@arthurandsophie.co.uk
Will my order be delivered in a single package?
Depending on the size of your order, items may be delivered in multiple packages, with an interval of 1 to 2 business days between each delivery.
Can I cancel my order?
We provide a 30-minute window for cancellations. To request one, please contact us at support@arthurandsophie.co.uk within 30 minutes of placing your order.
What happens if my order is delayed?
Delivery times may sometimes be affected by factors beyond our control, including courier operations or unexpected disruptions. If your order hasn't arrived within the expected timeframe, please get in touch and we'll be happy to help.
I received a damaged item. What should I do?
If your parcel arrives with visible damage, we recommend declining delivery and contacting our support team right away.
If the parcel was delivered while you were out, please send us clear photos of the damage so we can look into it for you.
Can I return a product?
Customers may request a return within 30 days from the date the complete order is received.
Items must be returned in acceptable condition. This means they should be unused or only slightly used and must include the original packaging. Returns must be sent within the 30-day period.
How do I make a return?
Reach out to support: Email us at support@arthurandsophie.co.uk and include your order number along with the reason for the return.
Prepare your package: Securely pack the item in its original packaging, including any accessories, tags, and paperwork.
Ship the item: Once your return is approved, follow the instructions provided by our support team to send the item back.
Return costs?
Customer-initiated returns: If you no longer want the item or selected the wrong product, you will need to cover the return shipping costs. Original delivery charges are not refundable.
Restocking fees: We do not charge any restocking fees.
When will I receive my refund?
Once approved, refunds will be issued back to the original payment method. Please allow up to 7 business days for the funds to appear, depending on your financial institution.
I haven't received my refund yet. What should I do?
Please check your bank account or contact your bank.
If the refund still does not appear, send us an email at support@arthurandsophie.co.uk — we will respond within 1 business day.
Can I make an exchange?
Eligible products may be exchanged. Please contact our support team for assistance with this process.
Contact Information
Store Name: Arthur & Sophie
Warehouse Address: 15 Ledbrooke Cl, Salford M5 3LD, United Kingdom
Email: support@arthurandsophie.co.uk
Phone: +441615540386
Customer Service Hours: Monday to Friday: 9:00 – 17:00 (GMT)
We do our best to reply to your email within 1 business day.