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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 / 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.
Pre-order does take longer and is not available next day delivery but your order can still arrive within the estimated time frame given on the product listings.
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. Pleasenote 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 (2-3 working days from dispatch).Freefor all orders over £50 (£3.99 for orders less than £50) .
- Express: Tracked 24 - £5.99 and takes 1-2 working days on any value.
Europe - Tracked Shipping - £19.99 - rate/various couriers dependent on country
Worldwide - Tracked Shipping - £25 -flat rate/various couriers dependent on country
- Aim to deliver within 5-7 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 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.
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 firstname.lastname@example.org and we will do our best to sort it out for you.
How do I return an item?
If you wish to return your online purchase for a full refund* within30 daysof 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:
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 Iexchangean 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....
UK & International Delivery Information
We use Royal Mail Tracked services to deliver all UK parcels. You will receive a tracking number from RM once your parcel has been dispatched from HQ. You are able to use this to manage your delivery preferences. We encourage customers to download and use the Royal Mail app – it is very easy to use and gives accurate real time information and contact.
All SOTR products are stocked in the UK, order processing usually takes 2-3 working days, however sometimes circumstances may arise where there is an increased demand for certain products in-line with promotions running at the time or seasonal times which may mean it takes an extra day to dispatch.
UK Standard Delivery– £3.99 or FREE when you spend £50 or more.
Our standard delivery option will arrive with you in 3-5 working days.
Order before 1pm Monday-Thursday and select Express at checkout. We will do our very best to ensure that it arrives with you in time – as we fully understand there is most often a very good reason you are using this service. Deliveries will require a signature on arrival.
Europe – £19.95 ( tracked courier service)
Rest of the World - £24.99 (tracked courier service)
PLEASE INPUT THE RECEIVER'S TELEPHONE NUMBER TO MEET OUR COURIER'S REQUIREMENTS, WITHOUT IT THE SHIPMENT MAYBE NOT BE ABLED TO BE SHIPPED.
Please note orders are shipped with duties and taxes payable on to your country.
You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world. As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.
Pre Order Delivery
Please allow 1-2 weeks from order for delivery of any item clearly stated at checkout as ‘Pre-Order’. We will always dispatch your purchase as soon as it arrives with us.
Should it be looking likely that delivery will run over the 2 week period, which is normally a situation out of our hands, you will be updated by a member of the SOTR team with an accurate delivery date.
Please be assured that we always do our upmost to deliver the very best service possible. Please email email@example.com should you require more information.
UK Returns We are delighted to offer complimentary returns in the UK, our returns process is now operated through Royal Mail.
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.
If you wish to return your online purchase for a full refund* within30 daysof our receiving the item(s), please:
How to Return/Exchange
1. Fill in the returns form, that was included in your parcel and specify with a tick if you want an exchange or refund.
2. For exchanges write the replacement item’s size, colour and name. If available we will send it our free of charge.
5. Returns can take to 2-3 working days to be delivered to us. We will then process your return within 10 - 14 days of receipt. You will receive an email confirming the return.
- You can return in store for a refund, exchange or gift card.
- All faulty goods will be refunded plus any shipping costs incurred.
- Delivery costs will not be refunded on non faulty items.
- If you decide to use your own service, the cost of returning the goods and the safe return of goods is your responsibility. We suggest you use a recorded delivery service. Send the items within30 days of receipt to: South of the River - Sevenoaks Business Centre, Cramptons Road, Sevenoaks, TN14 5DQ
Rest of the World Returns For orders outside of the UK it is the customer's responsibility to pay the return postage including all tax and duties that are applicable. We recommend that you gain proof of postage for your returned item, as we cannot be held responsible for anything that gets lost or damaged in transit.
International customers must clearly mark their return packages “British Return Goods” with a domestic value of £0.00, as your returned items are not applicable to Duty once they reach the UK. Please ensure you mark your parcel with £0.00, otherwise South of the River will be charged custom duty, VAT and a clearance fee on your returned order. This fee will be deducted from your refund amount.
Returned postage charges will only be refunded if the item is damaged or faulty
- All faulty goods will be refunded plus any shipping costs incurred.
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.
*Second's Sale -
Any item from this section is already at fault, and therefore is sold as seen. The fault will be identified in the description.
Please note if the item is not suitable please contact us asap - an email to firstname.lastname@example.org.
This does not affect your statutory rights.
- You can exchange with the returns form included in your parcel, indicate the size and/or colour you require. Send it back to us using the label included and we will try to fulfil the request; if we do have it we will send it out to you free of charge. If not we will refund you.