Frequently Asked Questions


For any questions, comments or concerns you have, we are here to help. Below are some FAQs that might help, otherwise please email [email protected]

PAYMENT

What payment methods do you accept?

Credit Cards: we accept Visa and Mastercard. Note, cards issued by local banks which do not carry one of the below logos will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.Use any payment method on the growing list of ways to fund a PayPal account in your country. Once you have funded your PayPal account, you can use our single-click PayPal express feature to speed through checkout.

 

I Am Paying With Paypal And I Am Getting An Error

When Paying with PayPal you must have an account activation in order to pay the goods. Please double check if you have activated your account.

What Is Your Exchange Rate For Overseas Orders?

Currently we only accept GPB £, if you were paying in other currency, the exchange rate is subject to your bank institution’s. You can check with your bank for the exchange rate.

When will my credit card be refunded?

Once merchandise has been received, your refund will be processed within 30 working days. You will be provided with email notification when your refund has been processed. Please know that it may take a few working days for your banking institution to post this refund to your bank statement.

Payment Security?

All transactions submitted to use are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. SONIA H is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.

ORDERING

I am shopping for a gift. Do you provide gift receipts or gift wrapping?

Gift receipts are complimentary and available with any order. Gift wrap is available for an additional $5 per order. SONIA H will package the order in a gift box with bow and include a personalized card.

I'm so excited to receive my new items! How do I check the order status?

A tracking link will be sent to you once your order reaches the courier we are using for your delivery, for you to be able to follow it all the way to your front door.

I changed my mind and want to cancel my order. How do I do that?

If you've changed your mind, you can cancel your order by emailing us at [email protected] If the order has been shipped you will need to send back the item/s after being refunded

I found an item I would like to purchase however my size is not showing up.

Our website is in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock. If the item is a sale item we are not able to re-order it. However, if the item is regular-priced, you can submit a special order inquiry on the item's page where it says 'can't find your size' and our Special Orders Department will look into the availability of the item for you.

Some items are listed as Pre-Order along with an estimated arrival date. Can I order these Pre-Order items?

Pre-Order indicates the item is not currently in stock. However, you may still purchase the item. Just simply click 'add to cart' and complete the purchase process. You will only be charged once the item is shipped to you.

What happens if I am buying a pre-order item and in-stock items at the same time?

Once you complete the order it will be divided into two orders. Any in-stock items will ship out immediately and the pre-order items will ship once the items arrive in our warehouse. You will receive a confirmation email notifying you the pre-order has arrived and is ready to ship out. You will only be charged once for shipping (if applicable).

I have ordered the wrong item/size by mistake. Can I edit my order?

Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. To cancel an item you can log in to your purchase history and click the cancel button or contact our customer service team with your request.

What is Pre-order?

Selected items from our new collection can be bought in advance - pay now and we'll ship them to you as soon as the stock arrives. We'll also email you to let you know when your order is on its way. Please be aware that because of the "pre-sale" nature of such transactions, there might be a delay on the actual delivery date as the stated estimated delivery dates are only approximate and may vary.

Why Has My Order Been Cancelled?

Your items may be out of stock. Please contact our customer services team. Or we will contact you as soon as our system acknowledges the problem.

DISCOUNT CODES?

Promotional discount codes - We may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made though this Website. The conditions of use relating to any discount code will be specified at the time of issue. Only one promotion code can be used per order. A promotional code can't be used after an order has been placed. If the promotional code has expired, then you shouldn’t try to use it. Also you can’t swap your promotional code for cash.

SHIPPING & CUSTOMS

How can I track my package?

A tracking link will be sent to you once your order reaches the courier we are using for your delivery, for you to be able to follow it all the way to your front door.

Can you promise there will be no custom or duties when the package arrives?

All international packages can potentially incur charges upon their arrival in the destination country and those charges are solely determined by the arrival countries customs authorities. We cannot predict the amount of duties and taxes charged. If you have other questions regarding duties and taxes in your country, please contact your local customs office.

Based on past experience, what price range of an order will it lessen the chance to be taxed?

Customs policies vary by country, While in some countries packages with a higher value are more likely to incur fees, we are not able to confirm at what value. If you have questions regarding duties and taxes in your country, please contact your local customs office

What can SONIA-H do if the package is lost?

Packages are rarely lost. However, if a parcel does not arrive please contact customer service to file a lost package report.

Can I receive free international shipping if my order is less than £100 after applying a discount?

Free international shipping is available if the order total at checkout, after discounts, is £100 or more.

RETURNS

What do I need to include with my return?

We ask that you include your invoice inside the return package along with the item(s) you're returning. Please indicate your reason(s) for return on your invoice. Items must not be worn, altered, washed or damaged and with original tags.

Can I exchange item(s)?

Yes, you can exchange item(s) within 14 days after your purchase. Please contact us via email about what style and size do you want to exchange. And then follow the return policy and procedure to return the unwanted item to us. Upon receiving the return item(s) in good condition, we will arrange the exchange item to be sent out.
Price difference of the exchange item(s) are refundable / chargeable.
Our customer care email: [email protected]

DAMAGED OR DEFECTIVE ITEMS

We are committed to sell only first-quality fashions and accessories. We have strict quality assurance procedures, and every piece of item is carefully checked before shipping. If you have received a damaged or defective item, please contact notify us by email at [email protected] within 7 days of receiving the order to be eligible for a refund.