Frequently Asked Questions
Delivery & Shipping
Where do you ship?
We currently ship to Ireland, the UK, Europe and the United States. We do not currently offer delivery to the rest of the world.
How much does delivery cost?
Current rates are €5.95 Standard or €9.95 Express in Ireland, €9.95 Standard in Europe, £7.95 Standard in the UK and $19.95 Standard in the USA. Free-shipping thresholds are applied automatically where available. The final rate for your destination is always confirmed at checkout.
How long will my order take to arrive?
The delivery estimate shown at checkout is the best guide for your destination. Orders also need a short processing period before dispatch, particularly around launches, sale periods and bank holidays.
How can I track my order?
Once your order has shipped, we’ll send tracking details by email. You can also view the latest order status through your Sofia & Sterling account.
Will I have to pay import duties or taxes?
Orders are dispatched from Ireland. Applicable taxes that we collect are reflected in the prices and totals shown during checkout. For destinations outside the EU, additional local import duties, customs fees or taxes may be charged by your destination country and may not be collected by Sofia & Sterling.
Returns & Refunds
How do I start a return?
Sign in to your Sofia & Sterling account, open the relevant order and submit a return request for the item or items you want to return. If you need help, contact hello@sofiaandsterling.com.
How long do I have to return an item?
You can request a return within 30 days of receiving your order. Items must be unworn, unwashed and in their original condition with all original tags attached where applicable.
Can I exchange an item for another size?
We do not currently process direct exchanges. If you would like a different size, colour or style, return the original item and place a new order.
How long does a refund take?
Once your return has been received, inspected and approved, the refund is issued to the original payment method through Shopify. Please allow up to 10 business days for the refund to appear after it has been processed. Your bank or payment provider may require additional time.
What about EU and EEA cancellation rights?
If you are a consumer in the European Union or European Economic Area, you may also have a statutory right to withdraw from your online purchase within 14 days of receiving the goods, subject to applicable exceptions. This is separate from our 30-day returns policy.
Orders
Can I cancel my order?
Where your order is still eligible for cancellation, sign in to your account, open the order and submit the cancellation request there. If the option is no longer available, the order may already be too far through fulfilment.
Do I need an account to place an order?
No. You can check out without creating an account. Creating one afterwards with the same email address gives you one place to view orders and use self-serve returns and cancellations.
Payments
Which payment methods do you accept?
Available methods are shown securely at checkout and may vary by country or device. These can include major cards, Apple Pay, PayPal and other supported accelerated payment methods.
Is payment secure?
Yes. Payments are processed through Shopify’s secure hosted checkout and supported payment providers. Sofia & Sterling does not store your full card details on our storefront.
Product & Care
How does sizing run?
Each product page includes the intended fit and available sizes. Oversized pieces are deliberately cut more generously, so check the product-specific size guide before ordering if you are between sizes.
How should I care for embroidered pieces?
Always follow the care label inside the garment. As a general rule, wash embroidered pieces gently, inside out and at a low temperature, and avoid high heat to help preserve both the garment and embroidery.
Do you restock sold-out pieces?
Sometimes. Some designs may return while others are produced in limited runs. Joining our email list is the best way to hear about restocks and new releases first.
Are your clothes unisex?
Many Sofia & Sterling pieces are designed with a relaxed unisex fit. Check each product page for the specific fit description and size guidance.