Client care

SHIPPING.

Complimentary standard shipping is currently offered on eyewear orders unless otherwise stated at checkout.

Order processing

Orders are normally processed within 1–3 business days, Monday to Friday, excluding public holidays. Orders placed after business hours, on weekends or on public holidays will be processed on the next business day.

Delivery times

Estimated delivery for standard orders is generally 3–6 business days after dispatch. Delivery times are estimates only and may vary depending on destination, customs processing, local carrier operations, weather conditions or other circumstances outside our control.

Shipping confirmation and tracking

Once an order has shipped, the customer receives a shipment confirmation email with tracking information, where available. Please allow a short period for tracking updates to appear after dispatch.

Shipping destinations

We aim to ship to the destinations made available at checkout. Availability may vary depending on carrier coverage, local import rules and operational restrictions. If we cannot fulfil a destination after an order is placed, we will contact the customer using the details provided at checkout.

Duties, taxes and import charges

Unless otherwise expressly stated at checkout, import duties, customs charges, local taxes and clearance fees are the responsibility of the customer. These charges are determined by the destination country and are outside our control.

Address accuracy

Customers are responsible for providing a complete and accurate shipping address. We are not responsible for delays, failed deliveries or additional costs caused by incorrect or incomplete shipping information supplied at checkout.

Risk and title

Risk of loss or damage to the goods passes to the customer upon delivery to the address provided for the order, unless applicable mandatory law provides otherwise.

Delays and force majeure

We are not liable for delays caused by events outside our reasonable control, including but not limited to customs holds, carrier disruptions, adverse weather, strikes, transportation issues or force majeure events.

Delivery issues

If an order arrives damaged, incomplete or appears lost in transit, please contact us as soon as possible at info@sofiawhitmore.com and include the order number and, where relevant, photographs of the issue so that we can assist.