Help & Support

We know you might have questions before ordering, so we've tried to answer the most common ones here. For anything else, feel free to contact us and we'll be very happy to help.

Product & fit

Please check the size guides carefully before ordering. This is the best way to make sure of the right fit, but bear in mind that these measurements are approximate and intended as a guide. All garment measurements are taken with the item laid flat. Comparing them to a similar item you already own can help you find the best fit.

We’ve been really picky about the materials and processes used in making our products. We could have gone cheaper. Instead, we’ve gone for higher quality every time.

Our clothes are produced in audited factories that follow recognised standards for fair pay, safe working conditions and worker welfare.

All our products are designed by us from our home in Surrey. When you buy something, it’s printed or embroidered to order in the UK, just for you. This helps us to reduce waste as we only produce what has been sold.

The cotton we use is certified organic, which means it’s grown without synthetic pesticides or fertilisers. This reduces harm to soil and waterways and uses significantly less water than conventional cotton farming. Any polyester is recycled where possible.

All threads used for embroidery are made from 100% recycled plastic bottles and we only use eco-friendly, vegan inks for printing.

All of our packaging is plastic-free and recyclable. Clothing orders are sent in weather-proof paper mailers, or boxes for larger orders. Posters are shipped in sturdy cardboard tubes and smaller prints are sent flat in reinforced envelopes.

Please remember to compost or recycle your packaging where possible!

You'll find specific care information on each product page. But our general advice is:

Wash inside out at 30°C, using a mild detergent.
Avoid tumble drying.
If ironing is needed, turn the garment inside out and use a low heat. Make sure to avoid direct contact with any printed areas.

Washing less often, using cooler temperatures and letting garments dry naturally can all help to extend their life and reduce energy use.

Ordering & payments

We accept most major debit and credit cards, as well as Apple Pay and Google Pay. All payments are processed securely and we don’t store your card details.

We’ve tried to keep our pricing fair and easy to understand, so we’ll be upfront about the discounts we offer.

You can sign up to our newsletter for 10% off your first order as well as sneak peeks on new product launches.

We also offer free UK delivery over £75.

If there are ever any other offers running, you’ll hear about them first in our newsletter and on our Instagram, @sophieandtedco.

If you need to update the delivery address on your order, please contact us at hello@sophieandted.co.uk as soon as possible. As long as you do this within 24 hours and the address is in the same country, we'll usually be able to update this for you unless your order is already on its way.

Unfortunately we can't cancel or amend any other part of an order once it's been placed. For any changes, you'd need to return the order according to our returns policy and then place a new order.

Interested in stocking Sophie & Ted? We’d love to hear from you! Please get in touch via our contact page.

We're also happy to chat if you're looking for something bespoke or personalised. Just drop us a line.

Shipping & delivery

All our products are made-to-order to avoid unnecessary waste. It can take up to 5 working days to pick and produce your new clothes.

We’ll then pop them in the post in our sustainable, plastic-free packaging. This can take 1-3 working days depending on the delivery option you choose at checkout.

At busier times (like Christmas), this may take a little longer. It’ll be worth the wait!

Nobody likes to find their deliveries have been frisbeed over the garden hedge, so we only work with trusted and reliable delivery partners.

For UK orders, you can choose from:

Royal Mail 48 Tracked (2–5 working days after dispatch): £3.95, or free over £75
Royal Mail 24 Tracked (1–3 working days after dispatch): £5.95

We offer free standard UK delivery on all orders over £75.

Delivery times are estimates and can’t be guaranteed. If your order hasn’t arrived 14 days after it was sent, let us know and we’ll help.

International tracked shipping is available and calculated at checkout. Orders are usually delivered within 10 working days after dispatch.

International orders may be subject to customs fees or import taxes. These are set by the destination country and are the responsibility of the recipient, in addition to the amount you pay at checkout.

Once your order has been dispatched, you’ll receive a confirmation email with tracking details.

If your order hasn’t arrived 14 days after dispatch, drop us a message at hello@sophieandted.co.uk and we’ll look into it.

Returns & refunds

Returns are really expensive for us as a small business, so please do what you can to check sizing before ordering.

But sometimes you need to, and that's totally fine!

If something isn’t quite right, you have 30 days from delivery to return your item.

There are a few things to bear in mind.

You must contact us within 14 days of receiving your order to request a return.
Items must be returned to us within 30 days of delivery.
Items must be unworn, unwashed and in resalable condition.
Customers are responsible for return postage, unless an item is faulty or incorrect. We recommend using a tracked service as we can't be responsible for items lost on the way back to us.
Items sent back without contacting us first may not be accepted.

To start a return, email hello@sophieandted.co.uk and we’ll guide you through the next steps.

Once we’ve received your return and approved the refund, please allow up to 5 working days for the money to appear in your account.

For full details, please see our returns policy.

We don’t offer direct exchanges, so please double check our size guides before placing your order!

If you’d like a different size or item, you'll need to return the original in line with our returns policy and then place a new order.

If your item arrives damaged, faulty, or incorrect, please contact us within 10 days of delivery. Include your order number and a couple of photos to help us sort things quickly. We’ll always do our best to put it right.