HOLIDAY WORKING HOURS
We will be closed from 25 December to 2 January.
Orders placed during this time will be processed and dispatched from 3 January, and we will be back in touch with any messages as soon as we return.
CHRISTMAS SHIPPING & RETURNS
During the festive period, delivery times may be longer than usual due to increased order volumes and courier demand. We recommend placing Christmas orders by 8 December to ensure they arrive in time. Orders placed after this date cannot be guaranteed for pre-Christmas delivery.
For Christmas purchases, items ordered from 15 November 2025 can be returned up until 31 January 2026 for a full refund (excluding shipping). Seasonal items, such as Christmas decorations and other holiday-themed products, are not eligible for return.
ORDER PROCESSING & DELIVERY
Please allow up to 2 business days for dispatch. We aim to process orders as quickly as possible, but orders placed over the weekend may be processed on the next business day. We do not ship on UK bank holidays.
Royal Mail Tracked 24 and Tracked 48 services refer to 24 or 48 hours from dispatch, not from the moment the order is placed.
If you need your order for a specific event, have questions about delivery times, or your parcel has not arrived within the expected timeframe, please get in touch and our team will be happy to help.
WHERE WE SHIP
We currently offer UK, EU and International shipping. Your available delivery options will appear at checkout based on the items in your basket. If your country is not listed, just contact our team for a custom shipping quote.
SHIPPING COSTS
Shipping costs depend on the size and weight of the items in your order. Your delivery charge will always be shown at checkout before you complete your purchase.
Some products, particularly heavy ceramics or fragile pieces, may require additional protective packaging. In certain cases, this can result in a higher delivery cost than the automated rate shown at checkout. If this happens, we will contact you before dispatch.
POSSIBLE DELAYS
On rare occasions, parcels may take a little longer due to courier disruptions, weather or other unexpected factors. If your order is ever significantly delayed, please get in touch. We are always happy to help, and you can request a cancellation and refund for any items that have not arrived.
ADDRESS CHANGES
If you need to update your delivery address, please contact us as soon as possible. We can amend the address before the parcel has been dispatched. Once an order has been shipped, the address cannot be changed.
TRACKING INFORMATION
Tracking details will be emailed to you once your order has been dispatched.
DAMAGED ITEMS
Your order is carefully packed using bubble wrap and protective padding to minimise the risk of breakage. While we do our best to ensure everything arrives safely, accidents can occasionally happen. If your item is damaged on arrival, please provide photos via email or WhatsApp and we will arrange the appropriate next steps for you.
TAXES & DUTIES
Orders shipped outside the United Kingdom may be subject to import duties, taxes or other charges when they reach the destination country. These fees are set and collected by local customs authorities and are entirely outside of our control. They are not included in our product prices or shipping costs at checkout, and the exact amount will vary by destination, order value and product type.
Customers are solely responsible for paying any additional import charges required by their local customs office. For accurate information, please contact your local customs authority directly.
CLICK & COLLECT
We offer a convenient collection service from our South Kensington store, allowing you to skip courier fees. Select Pick up at Location during checkout and we will handle everything.
Most orders are ready shortly after placing them, though some may require a little extra time for preparation. You will receive an email notification the moment your order is ready to collect.
CONTACT US
For any questions regarding your order, delivery or shipping, please reach us at hello@sorokalondon.co.uk
