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Shipping & Delivery

Shipping & Delivery (UK Only)

Last updated: 06 October 2025

This page sets out how orders are processed and delivered within the United Kingdom for purchases made from Sophie Dibou. We currently ship within the UK only (England, Scotland, Wales and Northern Ireland).

For returns information, please see our Returns section in the Terms & Conditions.

1) Where We Deliver

  • Coverage: England, Scotland, Wales, Northern Ireland.
  • Not currently delivering to: Channel Islands (JE, GY), Isle of Man (IM), BFPO addresses, PO Boxes, and international addresses.
  • Remote areas: Some postcodes in the Scottish Highlands and Islands may require longer transit times. Express services may be unavailable or take an extra working day. Examples include AB, HS, IV, KA27–28, KW, PA20–78, PH17–50, ZE.

2) Delivery Options & Prices

All services are tracked. Couriers are selected by us (typically Royal Mail, Evri, or DPD) based on weight, destination and service availability.

  • Standard (Tracked 48 equivalent) — £3.95
    • Estimated 2–4 working days from dispatch.
    • Free on orders £35+ (after discounts, before shipping).
  • Express (Tracked 24 / Next Working Day equivalent) — £5.95
    • Estimated 1–2 working days from dispatch.
    • Order by 1pm Mon–Fri for same‑day dispatch where possible.
    • Not guaranteed; excludes weekends and bank holidays.
  • Priority (DPD Next Working Day) — £6.95
    • To most mainland UK postcodes; excludes remote areas.
    • Order by 1pm Mon–Fri. Signature may be required.

Delivery timeframes are estimates and begin after your order has been dispatched. During peak periods (e.g., Black Friday, Christmas) and in severe weather or strikes, delays can occur.

3) Processing & Dispatch Times

  • Processing time: Typically 1 working day. Orders placed after 1pm or on weekends/bank holidays are processed the next working day.
  • Fraud checks: We may perform verification checks on some orders, which can extend processing time.
  • Pre‑orders/backorders: If an order contains pre‑order items, we dispatch when all items are available unless you choose split‑shipment (additional charges may apply).

4) Tracking & Notifications

  • You’ll receive a dispatch email with tracking information once your parcel leaves our warehouse.
  • Tracking may take a few hours to update once the courier scans the parcel at their hub.

5) Missed Deliveries & Safe Place

  • Couriers may attempt delivery or leave the parcel with a neighbour/at a designated pickup point. A card or email/SMS will explain next steps.
  • If you instruct the courier to leave the parcel in a safe place or with a neighbour, you accept liability for any loss or damage after the courier confirms delivery.

6) Address Changes & Order Edits

  • We cannot guarantee changes once your order is placed. If you need to amend your address or items, contact us immediately at [insert support email] quoting your order number.
  • Once dispatched, we cannot reroute parcels.

7) Delays, Lost or Damaged Parcels

  • Delay windows: A parcel is considered delayed if not delivered within 7 working days of dispatch (Standard) or 3 working days (Express/Priority) for most mainland postcodes.
  • Lost parcels: For UK shipments, we can file a loss claim if not delivered within 10 working days of the expected delivery date. Please contact us after these windows so we can investigate with the courier.
  • Damaged items: Report within 48 hours of delivery with photos of the packaging, shipping label, and the damaged item(s). Keep all packaging until the claim is resolved.

8) Undeliverable & Returns to Sender

  • If a parcel is returned to us due to an incorrect address, refusal, or repeated failed delivery attempts, we’ll contact you:
    • Reshipment: available once we receive the parcel back; re‑delivery charge applies at the original rate.
    • Refund: for Products (excluding original shipping) if eligible under our returns policy. Certain items (e.g., hygiene‑sealed cosmetics once opened) are non‑returnable.

9) Restricted Items & Age‑Restricted Goods

  • Some Products (e.g., aerosols or sharp tools) may have carriage restrictions or require specific services, which can affect the delivery method or cost.
  • By ordering, you confirm you are 16+ (or 18+ where specified for professional items). Couriers may perform age verification upon delivery.

10) Sustainability

  • We aim to use recyclable or recycled packaging where possible. Please recycle your packaging locally.

11) Bank Holidays & Peak Times

  • No dispatches on weekends or UK public holidays. Orders placed during these times ship on the next working day.
  • Expect longer transit times during major retail events and December.

12) Contact Us

Questions about your delivery? Email [insert support email] or call [insert phone] (Mon–Fri, 9:00–17:00).

Return address (for authorised returns only):
[Insert warehouse/returns address]

Quick FAQ

Do you ship internationally? Not yet — UK only.
Can I change my address after ordering? We’ll try, but it’s not guaranteed once placed; contact us immediately.
What if my order hasn’t arrived? Check tracking and your safe places/neighbours. If still missing after the windows in Section 7, contact us.
Do you offer weekend delivery? Not as standard. Some couriers may deliver on Saturdays in certain areas, but it isn’t guaranteed.
Free shipping threshold? Free Standard on orders £35+.