FAQs & Coronavirus Update
Our physical store is open for Click & Collect & Pay at the Door Service
Free Local Delivery is available.
Our online service is open.
Our store has temporary new opening hours:
Monday - Friday: 10-5
If you have any queries call us on 0208 6584672/ email us: firstname.lastname@example.org
How do I make a purchase?
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.
Can I place an order by phone?
Yes. If you would like to speak to someone please ring 0208 658 4672 and we can process your order over the phone.(please check our opening times)
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 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.
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 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):
Store Pick Up is free and you will be notified when your order is ready for collection.
Standard delivery is free of charge for all orders over £25 (£2.99 for orders less than £25) and takes 3-5 working days by Royal Mail's Tracked 48 service.
Express is £4.95 and takes 1-2 working days on any value.
Royal Mail's Special Delivery is £8.00 and should arrive by 1pm the next working day for orders received before 2.30pm.
Non-UK Delivery (tracked by Royal Mail - up to 16 days to arrive - may take longer due to Covid restrictions on overseas services):
European Standard Delivery is £9.99
U.S.A Standard Delivery is £18
Rest of the World Standard Delivery is £25
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 and may require a signature on receipt, unless specified otherwise. Once shipped, you will be sent your tracking number by us, Royal Mail will notify you of your parcel's progress by either text or email. Royal Mail 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. Please ring us on 0208 658 4672 for details.
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 email@example.com and we will sort it out.
How do I return an item?
If you wish to return your online purchase for a full refund* within 30 days of our receiving the item(s), please; ensure that the goods are returned in perfect saleable condition, in their original packaging, with a completed returns form as proof of purchase within 30 days of receipt to:
Returns Department, SOTR, 240 High Street, Beckenham BR3 1EN.
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 exchange an item?
If you find you need an alternative size or colour of an item that you have ordered, please indicate on the returns form enclosed in your parcel, if the item is available, we will ship it to you free of charge. If it is not, we will refund you.
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.
Do you have a shop?
We do! The bricks and mortar store of SOTR is located at 240 High Street, Beckenham BR3 1EN. We would love you to visit us. Everything online and lots of goodies are in store....we are hoping to bring more of the store online in 2021!