FAQ's
Please use the main category navigations to assist you through our online shop. If you’re looking for a specific item, please use our SEARCH box (magnifying glass).
Once you have found what you are looking for, select size and quantity and click ‘ADD TO BASKET’. Review your selected items by clicking the BASKET symbol in the top right corner of the page. You can remove items from your shopping basket at any time during your visit.
When you have decided what you would like to purchase, hover on the BASKET symbol to either review your items by clicking on ‘BASKET’ or click on the ‘CHECKOUT’ button to buy your items, then complete your purchase. This is where you can enter any promotional code or be taken through to various payment options - eg Klarna. Once through to Klarna - they will offer you either the pay in 30 days option or the slice it option - pay over 3 payments - this is subject to their credit checks.
Do I need to setup an account to make an order?
No. You can check out as a guest. But if you set up an account we will hold your billing and delivery details to make shopping easier next time. You can update your details at any time.
Is is safe to use my credit card on your website?
We use the latest SSL encryption technology to transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify.
We also accept Paypal/Apple Pay/ Shop Pay/ Amazon Pay /Klarna / Clear Pay as payment methods.
What do I do if a product is listed as 'unavailable'?
Items may be out of stock. Sometimes they are completely sold out, never to reappear. Sometimes they are due back in stock. If you would like to know when they are next available, please pop your email in the box, if it is does come back, we will notify you by email.
Pre - order items?
Some items will sell out quickly, we have now introduced our pre order system on our styles.
By placing an order on pre-order you are reserving the item today with a later dispatch date.
We will dispatch as soon as it arrives with us, you will be notified by the Royal Mail confirmation.
We do this to:
- Reduce waste on products
- Keep up with the best styles
- Minimise carbon footprint
Can I include a gift message with my order?
Yes your message can be entered on the ‘BASKET’ page (this is the stage before ‘CHECKOUT’. If you have any trouble, do email or call us with your message.
Can I buy gift vouchers online?
Yes, you can buy gift vouchers in the 'GIFTS' department of the website. They can be sent directly to the recipient via email or by a physical card when purchased in store.
Can I redeem gift vouchers online?
Yes you can with the code on the card, or the can be used in store.
How do I know you have received my order?
You will receive an email confirming receipt of your order.
How do I know when my order has been shipped?
As soon as your order has been dispatched, you will be sent an email/text messHE to confirm that it's on its way. You can track your order using the tracking number on this email and mobile (need to pop your number in). You can also trace the order by logging in to your SOTR account.
How long does delivery take and cost?
UK Mainland Delivery (inc. Northern Ireland, Highlands and Islands):
- All items ordered are wrapped with our signature livery and sent in our bio degradable mailing bag.
- We aim to despatch all orders within 3 working days from the date your order is placed. Please note that all orders placed on a Friday (after 1pm)/ Saturday/Sunday/Bank Holidays will be dispatched on the next working day.
- Once dispatched an email notification or text message will be sent to you - please check your junk email box or your text messages.
- Standard: Tracked 48 - £4.50 (2-4 working days from dispatch). Channel Islands - £4.99
International Delivery:
Please see our delivery page.
- Aim to deliver within 7-10 working days (delays can happen due to covid and custom clearances)
Please note that this charge includes delivery only, therefore customers will be responsible for import duties and local taxes.
All orders are shipped with Royal Mail/ DHL Express and may require a signature on receipt, unless specified otherwise. Once shipped, you will be sent your tracking number by us, Royal Mail/ DHL Express will notify you of your parcel's progress by either text or email. Royal Mail / DHL Express may allow you to manage your delivery, including requests to leave parcels in a safe place/ with a neighbour and to arrange re-delivery.
Delivery charges for large items will have to be arranged on a cost basis.
What can I do if something is wrong with my order?
If you receive the wrong item or something is missing from your order please send us an email to hello@southoftheriver.co.uk and we will do our best to sort it out for you.
How do I return an item?
UK RETURNS
We offer returns in the UK for all non sale items.
Our returns process is operated through Royal Mail.
You have 14 days to return your purchase (UK) from date of receiving your order.
Please return the items in perfect saleable condition, in their original packaging, with the Returns form (included in your delivery) as proof of purchase.
If you have misplaced the returns slip from your package, you can generate a new one from your emailed order confirmation.
A £1.99 returns processing fee will be deducted from your refund to cover return processing fees.
OUTLET ITEMS ARE FINAL SALE AND ARE NON RETURNABLE
How to Return Your Item
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Go to our website and click on ‘My Account’ (top right corner).
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Log in and view your Order History.
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Select the order you wish to return.
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Click ‘Request Return’ next to the item.
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Once your request is approved, a return label will be emailed to you.
- Print the label, attach it securely to your parcel, and drop it off at your nearest Post Office. We are only responsible for your returned parcel when it has been received by us. Items lost in transit will not be treated as having been returned. Please therefore ensure your returns postage method has sufficient insurance to cover the value of your items.
- Please keep your proof of postage so if, in the unlikely event, your parcel goes missing you can take this up with the courier/postage company .
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Once we receive your item we will inspect it and notify you on the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain number of days depending on your card issuer’s policies.
A £1.99 returns processing fee will be deducted from your refund to cover return processing. Original shipping costs are non-refundable.
Please note we cannot be held accountable for clothes which have been washed incorrectly. We advise washing on a cold gentle cycle with a mild detergent, and air drying flat.
IN STORE
You can return in store for a refund, exchange or gift card/store credit.
GENERAL EXCLUSIONS TO OUR RETURNS POLICY
*Items excluded from this policy are any special orders (personalised items); hats; hair accessories; make-up; skincare; fragrance (including home fragrance); edible items such as chocolates. These items are non-refundable and cannot be exchanged.
EXCHANGES
You can request an exchange by emailing us at hello@southoftheriver.co.uk with your order number and name. Please state which item you would like to exchange indicating size and colour if applicable, we will check and then let you know as soon as we can - please allow time at weekends as we are not in the office. We will not charge the refund processing fee.
For a quicker process, you can place a new order for the replacement size and return the original as quickly as possible for a full refund. Please ensure the return is in acceptable condition and is reaches us within the stated return period (see REFUND POLICY above).
Purchasing the replacement size straight way will ensure that you will not miss out if another customer purchases 'the last one' while your return is in transit or being processed.
OUTSIDE 14 DAYS OF RETURNING
Please note all full price purchases must be returned within 14 days from receipt. Any purchases returned outside of these time periods will be considered for store credit or exchange.
https://www.royalmail.com/track-my-return#/details/5661
Please return your online purchase for a full refund* within 14 days of our receiving the item(s), please; ensure that the goods are returned in unworn, unused, perfect saleable condition, in their original packaging & tags attached, with a completed returns form as proof of purchase within 14 days of receipt to:
Return address:
SOTR, 9 Sevenoaks Business Centre, Crampton's Road, Sevenoaks, TN14 5DQ
We will issue a full refund to the card/method used when placing the order, excluding any delivery charge/returns service charge. Please allow up to 10 workings days for a full refund from the date we receive the goods. Please note: If returning the item independently: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns dept, we therefore suggest you return items using a recorded delivery service.
Delivery costs will not be refunded.
All faulty goods will be refunded plus any shipping costs incurred.
*Please note: items excluded from this policy are any special orders; hats; hair accessories; pierced earrings and body jewellery, underwear and swim wear make-up; skincare; fragrance (including home fragrance); edible items such as chocolates. These items are non-refundable and cannot be exchanged. This does not affect your statutory rights.
How do I sign up for The SOTR newsletter?
You can sign up for our newsletters by the box in the home page. There is also an option to sign up when you create an account or checking out.
