FAQ
ISSUES & ORDER CHANGES
Find out what you can do if there are issues with your order or if you need to make a change.
Did you not receive the confirmation email?
First, check your spam or junk folder, as confirmation emails sometimes end up there. If you don’t find the email there, contact our support team. We’ll be happy to help you.
Can I change or cancel my order?
You can change or cancel your order within 2 hours of completing your purchase. Please contact us immediately with your order number so we can assist you as quickly as possible.
After this period, we cannot guarantee any changes or cancellations, as processing or shipping may have already begun. Once an order has been shipped, it can no longer be modified or cancelled.
I received the wrong item, the wrong size, something is missing, or the item is damaged — what should I do?
We apologize for the inconvenience! Please contact our customer service team or fill out the return form, and send us a photo of the issue by email.
We will take care of a replacement or refund as quickly as possible, and we will cover the return shipping costs in these cases.
I haven’t received my order yet. What can I do?
If your order is taking longer than expected, please check your tracking link first to see the latest status. International shipments may experience delays due to customs processing or carrier handling.
If the tracking shows that your package is still in transit, under customs review, or delayed, we kindly ask for your patience.
We cannot file a lost-package claim or issue a refund while the shipment is still moving through the carrier network.
If your tracking has shown no updates for more than 7 business days, please contact our customer service team so we can investigate the issue with the carrier.
SHIPPING & TRACKING
All questions related to shipping and tracking.
How much are the shipping costs?
We offer free shipping on all orders.
Do you charge any import fees or customs duties?
No, we do not charge any import fees or customs duties at checkout. Because our products are shipped internationally, some countries may apply customs-related charges upon delivery.
Any such fees are the responsibility of the customer.
Which countries do you ship to?
At the moment, we ship exclusively within the United Kingdom. Orders placed from other countries cannot be accepted or processed.
We are actively working on expanding our logistics network and plan to offer shipping to additional countries in the near future. Updates will be shared on our website as soon as new regions become available.
Which shipping carriers do you use?
We ship using Royal Mail, Evri, DPD, or DHL, depending on your location and the fastest available route at the time.
How long is your processing time?
Our processing time is 1–2 business days (Monday to Saturday).
In most cases: order today, and it will be processed the next business day.
Where do your products ship from?
All orders are shipped directly from our international fulfillment centers located in China.
This allows us to offer high-quality products at competitive prices. Because this involves international shipping, delivery times may vary depending on customs processing and carrier handling in your country.
How long does shipping take?
Our shipping time is 6–8 business days (Monday to Friday).
Delivery times may vary due to customs processing or carrier handling during international transit.
How long is the estimated delivery time?
The estimated delivery time is 7–10 business days (Monday to Friday).
This includes processing time and international shipping. Delivery times may vary due to customs processing or carrier delays.
I haven’t received my order yet. What can I do?
If your order is taking longer than expected, please check your tracking link first to see the latest status. International shipments may experience delays due to customs processing or carrier handling.
If the tracking shows that your package is still in transit, under customs review, or delayed, we kindly ask for your patience.
We cannot file a lost-package claim or issue a refund while the shipment is still moving through the carrier network.
If your tracking has shown no updates for more than 7 business days, please contact our customer service team so we can investigate the issue with the carrier.
Do you ship on public holidays?
Yes, but delivery times may be longer on public holidays. In such cases, we will inform you in advance on the product page.
How can I track my order?
We will keep you updated about the status of your order by email.
You can also easily track your order here.
Where can I find my tracking number?
You will receive your tracking number by email once your order has been processed, usually within a few business days.
What happens if there is a problem with the shipping?
If there is a problem with the shipping of your order, please contact our customer service team with your order number and tracking information. We will open an investigation with the carrier to locate your shipment.
Carrier investigations may take 7–14 business days. A refund or replacement can only be issued if the carrier confirms that the package is lost or undeliverable.
What if there is a problem with the delivery?
If there is a problem with your delivery — for example if you did not receive your package, a product is missing or damaged, or you received the wrong item — please contact us as soon as possible through our contact form, our return form, or the contact details at the bottom of this page.
If your package is marked as “Delivered” by the carrier but you have not received it, please first check with neighbors or your local delivery office. Once a package is confirmed as delivered by the carrier, Softly Woven is not responsible for lost or stolen items.
If the carrier was unable to deliver the package, or if it was not collected from a pickup point in time, the shipment may be returned to the sender. In such cases, reshipping fees may apply.
Why is my order taking longer than expected?
International shipments may take longer than expected due to customs processing, high shipping volumes, or carrier delays. These factors are outside our control and can extend the delivery time.
Please check your tracking link for the latest updates. As long as the shipment is still moving through the carrier network, we kindly ask for your patience.
RETURNS & REFUNDS
Learn more about our return and refund policies.
What are the return conditions?
You can return your product within 30 days of delivery for any reason.
Returned items must be in new, unworn condition and sent back in the original packaging with all tags and accessories included.
How does the return process work?
Please register your return within 30 days of receiving your order using our return form. After registering your return, you will receive detailed return instructions by email.
Returns must be shipped using a trackable shipping method.We cannot process returns that do not arrive or for which no valid tracking information is provided.
What is your return address?
Returns are processed through our international fulfillment center in China.
The exact return address will be shared with you after you register your return through our return form. This ensures that your return is correctly linked to your order and processed without delays.
Please note that returning items internationally may involve higher shipping costs and longer transit times.
Who covers the return shipping costs?
For regular returns, the customer is responsible for the return shipping costs.
For defective, damaged, or incorrectly delivered items, Softly Woven covers all return shipping costs.
The customer is responsible for the return shipment until it has been delivered to our facility.
Any customs duties, import taxes, or handling fees during the return process are the responsibility of the customer.
Return shipping costs are non-refundable.
Can I exchange my order for a different size, color, or product?
We currently do not offer direct exchanges.
If you would like a different size, color, or product, you can return your item for a refund and place a new order.
I received the wrong item, the wrong size, something is missing, or the item is damaged — what should I do?
If you received the wrong item, the wrong size, something is missing, or your item arrived damaged, please contact us as soon as possible and include photos of the issue.
Defective, damaged, or incorrectly delivered items qualify for a free replacement or a free return, as stated in our Return Policy.
How long does it take to receive my refund?
Once we receive and inspect your return, your refund will be processed within 1–2 business days.
Depending on your payment provider, it may take up to 5 business days for the amount to appear in your account.
Refunds are issued to the original payment method and cover the product price only.
Which products are excluded from returns?
For hygiene and safety reasons, certain products cannot be returned. These items are clearly marked as non-returnable in the product description.
PAYMENTS
Everything you need to know about paying for your order.
Which payment methods do you accept?
We accept American Express (AMEX), Apple Pay, Google Pay, Maestro, Mastercard, and Visa. All payments are processed securely through our certified payment providers.
In which currency can I pay?
All payments are processed in British pounds (£). All prices on our website are displayed in GBP.
Is my payment secure?
Yes. All payments are processed using SSL encryption.
We do not store any full payment details.
Sensitive payment information is processed exclusively by secure payment providers that comply with the PCI DSS standard.
How do I receive my invoice?
After a successful payment, you will automatically receive an order confirmation and an invoice by email.
How do refunds work?
Refunds are usually issued within 1–2 business days after we confirm the refund. Depending on your payment provider, it may take up to 5 business days for the amount to appear in your account.
Refunds are always issued to the same payment method used for the purchase and cover the product price only.
You will receive a confirmation email once the refund has been completed.
What happens if fraud is suspected?
If we detect suspected fraud or unauthorized activity, we may temporarily hold or cancel the order and contact you for verification.
Orders are only processed once the payment provider has fully approved the transaction.
OTHER QUESTIONS & CONTACT
Everything you can do if you still need help.
How can I contact you?
You can reach our customer service team by email at support@softlywoven.com, through our contact form, or via the contact details at the bottom of this page.
Our service hours are Monday to Saturday from 9:00 to 20:00 GMT/BST. We usually respond within 24 hours.
When is your customer service available?
Our customer service team is available from Monday to Saturday, 9:00 to 20:00 GMT/BST.
We usually respond to inquiries within 24 hours.
What are your contact details?
Shop Name: Softly Woven
Address: Fruitweg 24H, Unit 20B,
2321 GK Leiden, The Netherlands
Email: support@softlywoven.com
Phone: +44 20 3455 0312
Customer Service Hours:
Mon–Sat, 09:00–20:00 GMT/BST
Response Time: 24 hours
CONTACT
Shop Name: Softly Woven
Address: Fruitweg 24H, Unit 20B,
2321 GK Leiden, The Netherlands
Email: support@softlywoven.com
Phone: +44 20 3455 0312
Customer Service Hours:
Mon–Sat, 09:00–20:00 GMT/BST
Response Time: 24 hours