ORDER PROCESSING TIMES
For items in stock at the time of purchase, please allow up to 3 working days to process and dispatch your order.
For items available from a certain time that is noted on the product page (pre-orders) we will make every effort to fulfil orders as quickly as possible.
Please review and ensure that you have entered the correct address. We are not responsible for delays and non-delivery due to errors in the address that you provide. If an order is returned due to an incorrect address, we will refund the original order (excluding the shipping fee) and ask that you re-submit your order.
DELIVERY TIMES
Delivery times will vary depending on the item and delivery destination.
Items being delivered within the UK via couriers (TNT and Fedex deliveries) should arrive next day after dispatch. For items delivered within the UK via specialist delivery company (white glove deliveries) delivery times will vary. We will get in touch with you via email or phone to confirm a convenient delivery time.
International courier deliveries (Fedex) should arrive within 5 working days after dispatch, subject to customs clearance.
DOMESTIC DELIVERIES
Domestic deliveries are referring to deliveries within the UK. All our products are available for delivery in the UK.
INTERNATIONAL SHIPPING
Not all our products are available for all international destinations. Delivery options at checkout will reflect this.
Items shipped internationally may be subject to customs duties and sales or Value Added Tax (VAT) determined by the import country. We do not include any of these duties & taxes in our prices. By completing your purchase, you are acknowledging that any customs duties and taxes that apply are your responsibility as the importer.
If your purchase is subject to import duty and tax or VAT, our shipping provider will get in touch with you or the recipient of your order about these fees, which will have to be paid by you (or the recipient of your order, as applicable) before your purchase is delivered. You might also be required to provide personal information, such as EIN, IRN or SSN for customs processing.
Delay in providing the information or paying duty and tax will likely result in shipping delays. We do not have control over the customs process or duty and tax charged on import and advise you to check any customs formalities and the import charges applicable before ordering.
Please do contact us on Shopify@soane.co.uk if you have any questions.
SHIPPING COSTS
Our shipping costs will vary depending on the size and value of the item. If multiple items are purchased, the delivery charges will be combined.
Costs for our international deliveries do not include any duties and taxes. These will be calculated and sent to you for payment by the shipping provider on import.
If you would like to purchase an item but your delivery destination is not on the list, please do contact us and we will do our best to find a solution and provide a dedicated delivery quote.
Antiques deliveries outside London and international antiques deliveries will be invoiced to you separately after purchase of the antique. We will contact you via email or phone to determine your delivery requirements.
COLLECTIONS
Some items will be available for collection from our showroom. It will be clearly indicated on the product page if it is available for collection.
Please ensure that Soane Britain has at least 24 hours’ notice of collection and that your courier service has the relevant invoice number. Note that your order is stored without packaging. Your professional collection service will need to bring suitable packaging, protection and manpower to transfer the items safely and securely. Soane Britain reserves the right to advise its clients at the point of collection if it believes that your collection service is not suitable for the order.
If the item is purchased for international delivery where we do not charge UK VAT and the collection option is chosen, we reserve the right to charge a Proof of Delivery Deposit at 20% of the purchase. This would be refunded to you once we receive satisfactory Proof of Delivery documentation proving the goods have been exported.
RETURNS
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you have received it, unused and in its original packaging. You will also need the receipt or proof of purchase.
To start your return please contact us at shopify@soane.co.uk. If your return is accepted, we will send you a return shipping label and instructions. All returns must be sent using a trackable, signed for service to our UK warehouse address provided to you on approval of return.
Items sent back to us without first requesting a return will not be accepted.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately on shopify@soane.co.uk if the item is defective, damaged or if you receive the wrong item.
EXCEPTIONS/NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we have received and inspected your return. If the refund is approved, it will be applied to your original method of payment, within 10 working days from approval.
Shipping costs are non-refundable. Any duties and tax paid on international shipments on import are non-refundable.
If you receive a refund, the cost of shipping, return shipping, and any import duties and taxes if applicable will be deducted from your refund.
Depending on where you live, the time it will take for the returned product to reach us will vary.