Frequently Asked Questions

A list of frequent questions and answers about our products.

How long does delivery take? When will I receive my item?

We make all items to order, and work on a first-come-first-served basis. Typically your item will be ready for dispatch on your chosen delivery method within 2 working days.

We politely point out that once we have dispatched an item, it is the responsibility of the chosen delivery company to deliver your item in a timely manner. In some situations such as adverse weather or pandemics, delivery services can be delayed, and we regret that we cannot take responsibility for the actions of the delivery company.

We encourage you to contact the delivery company directly in case of delays, with the tracking number we will provide.

See our delivery policy for full details.

My item arrived later than advertised. Can I have a delivery refund?

We cannot offer refunds for delays in delivery, as the delivery service costs us the same regardless. We will always endeavour to get your items to you as quickly as possible.

I need my item now! Can you make it faster?

We understand that sometimes you need your item urgently, so if this is the case please send us a message and we will do our best to meet your needs. Please understand that all of our items are hand made to order, so in busy periods or if materials are on order then it may not be possible to expedite your order, but we will discuss the options with you directly.

I think my item has got lost in the post. What can I do?

Regretfully sometimes items do get lost in the post. We send all items by signed and tracked delivery, so in the first instance we encourage you to contact the delivery provider directly with the tracking number. If they are unable to confirm the location of your item, please contact us. If the item has not arrived after 21 days past the postage date, we will issue a replacement or refund. We regret that we cannot issue replacements or refunds until the item has been confirmed lost by the delivery provider.

What do I do if I need a repair?

If your jewellery has been damaged, we will endeavour to offer a repair. You will be required to return your item in its original packaging and pay for postage, materials, and labour for the repair. We will repair your item and return it to you as quickly as possible. Typically this will be within a week, but if bespoke parts need to be ordered then it could be longer and we will keep you informed. To apply for a repair, please contact us at contact@sophellie.com with your enquiry. If your repair is accepted we will send you a cost for the repair and the return address to post your item to. Your repair will begin as soon as we have received the item and payment. Please do not return your items without contacting us first, as there is no guarantee that we will be able to offer a repair.

What is your returns policy?

Please see our returns policy for full details.

What are your opening hours?

Our online store can receive orders 24 hours a day, 7 days a week. Our customer service and order processing is 9:00 to 17:00 Monday to Friday, excluding bank holidays. If you contact us outside of these hours then we will respond as soon as possible within these hours. Orders placed outside of working hours will be treated as if they are received at the start of the next day of opening, for the purpose of dispatch and delivery times.

Can I cancel or change my order?

You are welcome to change or cancel your order at any point prior to its creation. Please contact us as early as possible with details of the request. Please note that all of our items are hand made. If your item is bespoke or personalised and manufacture has already begun, we may not be able to honour the change request, as materials may have already been used. In this case you will still be charged for the original item or need to pay an additional material fee for the change to cover the wasted materials. In the case of a refund request for an item that has already been made, you may still have to pay a material fee for wasted materials. Items that have already been dispatched are not eligible for change request, please see our returns policy for options in this case. We will discuss options with you bespoke to your particular request. Please help us by contact us as quickly as possible after your order has been placed if you wish to change or cancel it.

Why do you charge VAT?

As our website is a mainland UK trading website, all orders are charged at the full UK VAT rate at the time the order is placed.

How can I contact Sophellie?

Please visit our contact page for details on how to get in touch.