Frequently Asked Questions
We’ve compiled answers to some of your most frequently asked questions below.
Can’t find the answer you’re looking for? Please do contact Customer Care for further help.
What happens if I forget my password?
If you forget your password, simply click the ‘Forgot Password’ link on your account log-in page, then enter the email address you registered with. You’ll receive an email containing a link to let you reset your password.
What is my username?
Your username is your email address.
Do I need an account?
You can shop at sophiehulme.com as a guest, without creating an account. However, register with us and you’ll be able to:
– Track your orders and review past purchases
– Save your addresses to make shopping next time even speedier
– Create a shortlist of the items you love
What payment methods do you accept?
We accept Visa, MasterCard, American Express and Maestro cards and Alipay. You can also choose to pay with PayPal.
Is it safe to shop online at sophiehulme.com?
We use the recognised standard for secure transactions, Secure Socket Layer (SSL). This method encrypts your details before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser or the address of the web page starts with https.
What is the Card Verification Value (CVV)?
The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase as an extra security measure. Your order cannot be processed without a valid CVV. Once your order has been processed, the code will not be held on file.
Can I amend or cancel my order?
We’re pretty quick at packing your order after you’ve placed it, which means we’re unfortunately unable to amend any details including adding/removing items, changing the delivery option, delivery address or payment method. However, you are able to cancel your order up to 30 minutes after placing it – simply call our Customer Care Team on +44 (0)20 3322 9846 (UK & rest of world) 1844 311 0362 (US) or email email@example.com stating ‘Order Cancellation Request’ in the subject line. If it’s too late to cancel your order, remember that you can return any unwanted items for a refund once you’ve received them.
Do your prices include VAT?
For items delivered within the EU all prices include VAT. The rate charged will either be UK VAT or VAT in the country of delivery (rates vary by country, but our prices remain unchanged).
VAT is not charged for items delivered outside the EU, but we maintain one price for each item on our website.
Has my order been submitted successfully?
When our system registers your order you should automatically receive a confirmation email. If for any reason you do not receive this email please check your junk folder before calling us on +44 (0)20 3322 9846 (UK & rest of world) 1844 311 0362 (US) if necessary.
Can I place my order over the phone?
Our Customer Care team are happy to take orders over the phone. Please call them on +44 (0)20 3322 9846 (UK & rest of world) 1844 311 0362 (US) during our office hours and they’ll talk you through the order.
Where do you ship to?
We currently ship to: Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Ireland, Isle of Man, Italy, Japan, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Macau, Malta, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom, USA, Vatican City.
Can I amend delivery information on my order?
We’re pretty quick at packing your order after you’ve placed it, which means we’re unfortunately unable to amend any delivery details once an order has been received.
Can I have items delivered to multiple addresses?
We can only send items to one address per order. You can always submit multiple orders with a different address for each, but you will have to pay the delivery charge for each order.
What do I do if my order is late?
Late deliveries could be due to a number of reasons, so your first step is to check the tracking code you received in your dispatch email. If your item has left our warehouse and you feel it’s overdue, please call Customer Care on +44 (0)20 3322 9846 (UK & rest of world) 1844 311 0362 (US) – you will need to quote your order reference number so please have this to hand.
What if I am out when the courier tries to deliver?
Our couriers will leave a card at your delivery address with instructions of how to request a second delivery. Your parcel will be held at the depot for 5 days. If you do not contact the courier within this time, your parcel will be automatically returned to our warehouse and you will be refunded. Please note, shipping and return charges will not be refunded.
Do I have to pay duties on my delivery?
We provide a delivery duty paid (DDP) service for all countries outside of the EU, meaning relevant local taxes and duties will be included in your order total, shown as a separate line.
What is your returns policy?
We offer a 14 day returns policy. If you are not completely satisfied with your goods simply return them to us within this time for a full refund.
When will I receive my refund?
All successfully returned items will be credited to the original payment method, you will receive an email notification when your return has been processed. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
Do you offer sale price adjustments?
We are unable to offer a price adjustment on products purchased at sophiehulme.com which may then be included in promotional activity at a future time.
How do I look after my product?
The materials we use are chosen with the greatest care, and their handcrafted treatment makes them irregular and individual. If you follow our recommendations, all our accessories should age beautifully.
Will my bag come with a dustbag?
All bags, leather goods and charms come packaged in a protective Sophie Hulme dustbag; store it in this and it’ll love you forever (or at least for a good few years).
Will you repair my bag?
We offer a free repairs service up to 12 months after purchase, upon submission of a valid proof of purchase; please email firstname.lastname@example.org to arrange your repair. For items over 12 months old we can assess the repair and provide a quote for any work required. This is part of the aftercare service offered when purchasing directly from Sophie Hulme and these benefits cannot be passed on when buying or selling items second hand.
Where are your bags made?
All of our bags are made in Europe. To discover the exact origin of your item, please review its product detail page.
What are CITES products?
CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora) is an international agreement between governments. Its aim is to ensure that international trade in specimens of wild animals and plants does not threaten their survival. Some exotic leathers we use appear in Appendix II of CITES. This means that trade may take place without detriment to the species, but is subject to strict regulation.
Sophie Hulme and CITES
Sophie Hulme works closely with its suppliers, so we can be assured of the source of all our materials. Each CITES-controlled product is uniquely tagged so we can track it back to the original leather it was crafted from. Material traceability is maintained through to the finished product, and we supply a copy of these records when you buy a CITES-controlled product.
Purchasing CITES products
At present sophiehulme.com is not able to ship CITES-controlled products outside of the EU.
Travelling with CITES products
Within the EU there is free movement of CITES products. In the event you’d like to travel outside the EU with your item, please contact the customs office in your departure and destination countries to clarify any restrictions/regulations on CITES products carried for personal use. It is normally possible to carry a CITES-controlled item with you, but you may be required to obtain a permit – lack of which may result in a fine or imprisonment, as well as the item being seized and destroyed.
For more information about purchasing CITES-controlled products please contact email@example.com.
Can you tell me if my bag is the real deal?
We are unable to comment on the authenticity of products that aren’t purchased directly from our website, or through one of our approved retail partners. Items purchased second hand are done so at your own risk, and we are unable to advise you on these products.