Help & FAQs
We’ve gathered some common questions here. If you don’t find what you’re looking for, feel free to reach out at hello@softchapters.studio and we’ll do our best to help.
On this page
Orders & Delivery
When will my order be dispatched?
Orders placed before 2pm (UK time) are usually dispatched the same working day.
Orders placed after 2pm, on weekends, or on public holidays will be dispatched on the next working day.
What delivery options do you offer?
We offer two delivery options at checkout:
- Standard delivery — estimated 2–4 working days
- Express delivery — estimated 1–2 working days
Delivery estimates begin once your order has been dispatched and exclude weekends and public holidays.
What if my order is delayed?
If your standard delivery is significantly delayed beyond the estimated timeframe, you’re welcome to cancel your order for a full refund. Please get in touch with us at hello@softchapters.studio to do so.
If you selected express delivery and your order does not arrive within the estimated timeframe, please contact us at hello@softchapters.studio and we'll help resolve it - this may include a refund of the express delivery fee.
Returns & Refunds
Can I return my order if I change my mind?
Yes. You may return your order within 14 days of delivery, as long as the item is unused, unworn, and in its original condition.
- Return postage is covered by the customer
- Original shipping fees are non-refundable
- Refunds are processed once the item has been received
What if I receive the wrong item?
If you receive an incorrect item, we’re really sorry about that. We’ll cover any return postage (if needed) and send the correct item or issue a full refund.
What if my item arrives damaged or there's missing items?
If your order arrives damaged, incomplete, or not as expected, please get in touch with us as soon as possible. We may ask for a photo to help us understand the issue, and we’ll always aim to offer a replacement or refund where appropriate. Where items are missing, we’ll send the missing items via express delivery at no extra cost.