Welcome to the Saint and Sofia FAQs and Help Centre. Here we have answered your most frequently asked questions. If you can’t find the answer to your question, please contact our Customer Care Team
Browse our products online using our collections feature on our site or you can use the search function if you are looking for a specific item.
Then add your item(s) to your bag and proceed to checkout.
Once you have placed your order you will get an automated order confirmation email. This will include your order number, details of the order including your delivery address.
You can either log into your Saint and Sofia account using your email address and password. Alternatively, if you do not have an account you may wish to check out as a guest.
Please call our Customer Care line for more details on placing an order over the phone with us.
Order confirmations are automated. If you cannot locate this, we recommend to check your spam or junk folder just in case your order confirmation has gone in there (sometimes this happens)
If it is not in there please use this link to contact us. Our Customer Care Team will be happy to help.
Our Fulfillment Teams work hard to dispatch all orders as quickly as possible. In some cases this means we are unable to amend or cancel orders.
Please reach out to us contact us so we can check the status of your order and advise further.
We are currently scoping our first retail unit to open in London this year.
This is still very in the early stages of planning so at this time we do not have a confirmed opening date.
We recommend to keep an eye on our website and social channels for further updates - and watch this space!
Payment can be made by Visa, Visa Electron, Visa Debit, MasterCard, American Express, Maestro, Diners Club, JCB debit and major credit cards, and any other methods which may be advertised on the site from time to time.
All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
Payment will be debited and cleared from your account upon your order being accepted by us.
Prices shown on our sites are in GBP, Euros, US Dollars (or other currencies from time to time) and are inclusive of Sales Tax (VAT in the UK) at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top right hand corner of the site.
We would like to reassure all of our European customers that there will be no additional customs taxes and duties.
You should have received an email with your Saint and Sofia giftcard. Please copy and paste your unique 16 digit code.
Once you have selected the item(s) and added to basket please paste your unique giftcard number in the giftcard and discount box for this to be accepted as payment.
Customers can choose from Standard or Express shipping services at checkout. Please check this as this will give an estimated transit time once your order has been dispatched.
As soon as our warehouse has dispatched your order you will receive a shipping confirmation email. This will include your tracking link.
You will be able to use the tracking link in your shipping confirmation email to follow your parcel’s journey.
Please note, tracking can sometimes take up 12- 24 hours to update.
We advise it can take up to 24 hours for tracking to update. If it has been longer than this, please contact us and we can help further.
All of our parcels are sent using a tracked service so we recommend checking this first.
If tracking says this has updated we ask you to check around the property or possibly with neighbours. If you are still unable to locate your parcel please contact us
You have 14 days to let us know if you would like to return your item back to us using the Return An Item request page on our website. You then have a further 14 days to return this back to our Returns Centre.
We offer 365 day returns for exchange or store credit if you are outside the 14 days policy.
Please note all returned items need to be in a resellable condition. This means not worn and including original packaging and tags.
Please note for hygiene reasons we cannot accept the return of earrings.
We cannot offer refunds on swimwear if the original packaging and/or hygiene seal has been removed.
Please let us know within 14 days if you would like to return an item back to us. You can do this by visiting the Return An Item page on our website. You will need your order number and email address to submit this request.
Of course! Please submit your return request using the Return An Item page on our website and let us know what you would like as your exchange. As soon as your return is received back and processed by our warehouse we will create your exchange (usually same day) and you will receive a new order confirmation email.
We always try to process these as quickly as possible. Once our warehouse has let us know this has been received back we will let you know via an email notification, then sort your exchange order.
Not to worry if the exchange item is more expensive or cheaper. We will either refund you the difference or invoice you to pay the extra via email.
Please visit the Delivery and Returns page on our website selecting the appropriate country for more information on how to return.
Once you have submitted your return request you will automatically receive an email with full instructions of how and where to return your order back to us.
Please include the item(s) you are returning and also your packing slip that was included with your order. This will allow our Returns Team to know the return is from you and can efficiently process all returns.
Once your return has been processed by our Returns Team (please allow 2 -3 days for processing),please allow up to 14 working days for us to refund you.
Once your refund has been processed it can take up to 5 working days for the refund to be shown in your account. Please note this is controlled by individual card providers and we do not have any control over this.
Giftcards and Store Credit
You have 6 months from date of issue to use your giftcard or store credit.
You do not have to use your credit in one go. Simply within the 12 month period, or until the funds have been used!
Once at the checkout, please copy and paste your unique code into the giftcard box. This will then apply to your order.
Please contact our Care Team who will be able to advise further.
Products and Care
We have a dedicated Size Guide on our website here.
Please go to the Care and Fit section on the product page for details on the model shown in the image.
Please refer to the Care and Fit section on the product page for information on the fabric composition.
We work directly with factories in Europe and India.
Be sure to check the care label on your item for instructions on how to wash and care for it.
There are several ways to get in touch, either by email, phone or direct on our social channels.
We always aim to get back to you in 24 hours, normally it is much quicker than this!
If you have sent us an email and not had a reply, please first check your spam or junk folders.