Knowledge base

General (3)

Where can I purchase Sophie Allport products? (3)

• Can you tell me what stock your stockists have available?
• Do you have any stores near me, that sell your products?
• What Sophie Allport stores are there and where are they?

I want to update my account/subscription details (3)

• How do I request a brochure be sent out to me?
• How do I subscribe to receive your emails?
• How do I update my personal details with you?

Please remove me from your mailing list (3)

• How can I unsubscribe from your emails?
• How can I unsubscribe from your mailing list?
• How did you get my details?

Returns & Exchanges (3)

I’d like to return a product (11)

• What is your returns policy?
• What is your returns policy for international orders?
• Do you have an extended Christmas returns policy?

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My order has arrived damaged, incomplete, incorrect, or developed a fault (5)

• I have received an incorrect item in my recent order, what do I do?
• I have received someone else's order, what do I do?
• My item has developed a fault, what do I do?

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I have a question about my return/refund (2)

• Have you received my return yet?
• How long will it take for my return to be processed, once I have sent it back to you?

Order (3)

Question About Placing My Order (10)

• Can I place my order over the phone?
• Can I request a fabric sample, prior to purchasing fabric?
• Do you offer a gift-wrapping service?

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I Want To Amend Or Cancel My Order (4)

• Can I add or remove item(s) from my order?
• Can I amend the postage on my order?
• Can I cancel my order?

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I Am Awaiting Stock On My Order (2)

• I have been contacted because an item is out of stock on my order, what do I do?
• Will the rest of my order be sent, if one of the items is on pre-order?

Product (3)

I’d Like Some More Information About A Product (11)

• Are your products microwave and dishwasher safe?
• Can I get some advice on your made to measure service?
• Can I use my lampshade as a ceiling lamp and a table lamp?

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When Will An Out of Stock Product Be Back In Stock (2)

• Can I be notified when an out of stock item will be back in stock?
• Can you tell me when an out of stock item will be back in stock?

I Have A Question About Personalisation (16)

• Are there restriction on words or phrases I can choose?
• Can I amend an order if it is personalised and I have noticed a mistake?
• Can I choose my own font?

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Delivery (3)

Question About Delivery (5)

• What delivery options are available?
• Will Royal Mail strikes affect my delivery?
• Can I track my delivery?

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Question About International Delivery (6)

• Can you ship internationally?
• Do you offer free delivery if I spend over a certain amount?
• How long will my order take to be delivered?

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Haven't Received My Order Yet (10)

• It’s been over 21 working days and my international order still hasn’t arrived, what do I do?
• My gift wrap isn’t included with the rest of my order, where is it?
• My international order tracking hasn’t updated for a while. Is my order definitely on its way?

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Payments & Promotions (1)

Question About Payment (5)

• How can I pay for my order?
• I am having trouble ordering on your website, how can I place my order?
• I’m not sure whether my order was placed successfully, can you check?

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