Shipping policy

SO Shipping Policy

Last updated: [Insert Date]

Thank you for shopping with SO. This Shipping Policy explains how and when your order will be delivered, how pre-orders work, and what to do if something goes wrong.

1. Order Processing Time

All orders are processed Monday–Friday (excluding public holidays).

  • Standard processing time: 1–3 working days
  • During busy periods or launches, processing may take up to 5 working days

Processing time is separate from shipping time.

2. Shipping Options & Delivery Timeframes

UK Deliveries

  • Standard Shipping: 2–5 working days
  • Express Shipping: 1–2 working days (where available)

International Deliveries

Delivery times vary by destination and typically take 5–14 working days.

Shipping times are estimates and may be affected by courier delays, customs processing, weather, or incorrect shipping information. SO is not responsible for delays outside our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on your location and chosen delivery method. Shipping fees are non-refundable unless we are at fault.

4. Pre-Orders

Some SO products are available as pre-orders. By purchasing a pre-order item, you acknowledge that:

  • The dispatch date is an estimate and may change.
  • Delays can occur due to manufacturing, customs or shipment issues.
  • Pre-orders are final sale unless faulty or misdescribed.
  • Payment is taken immediately to secure your item.

If you purchase a pre-order and in-stock item together, your order may be shipped together unless stated otherwise.

5. Split Shipments

If your order contains multiple items, they may be shipped separately. You will receive separate tracking numbers if applicable.

6. Address Errors

Please ensure your address is entered correctly at checkout. We are not responsible for:

  • Orders shipped to the wrong address entered by the customer
  • Additional fees for re-delivery
  • Lost parcels due to incomplete or incorrect address details

If an error occurs, contact us immediately. We may be able to update it before dispatch.

7. Tracking Your Order

Once your order ships, you will receive a confirmation email with tracking information. If you do not receive this, please check your spam folder or contact us.

8. Lost, Delayed or Stolen Parcels

Once an order is handed to the courier, responsibility for delivery transfers to them.

If your parcel is delayed, lost, or marked as delivered but not received, you must raise this with the courier directly. We will support you where we can, but SO cannot issue refunds for parcels the courier confirms as delivered.

If a parcel is confirmed lost by the courier, we will arrange a replacement where stock allows.

9. Customs, Duties & Taxes (International Orders)

International orders may incur customs fees, import duties or taxes. These charges are set by your country’s customs authority and are not included in our prices.

The customer is responsible for any additional charges. If customs fees are refused and the parcel is returned to us, shipping fees will not be refunded.

10. Delivery Issues

Please contact us within:

  • 48 hours for damaged goods
  • 5 days of the expected delivery date for missing parcels

We may request photos or evidence to help resolve the issue.

11. Returns Due to Failed Delivery

If a parcel is returned to us due to:

  • Incorrect address
  • Unclaimed parcel
  • Failed courier delivery attempts

The customer is responsible for re-delivery costs. Shipping fees are non-refundable.

12. Contact Us

For any shipping questions or issues, please contact us at:

Email: [Insert SO Support Email]