Frequently Asked Questions

HOW CAN I MAKE A PURCHASE?
To place an order online, simply add the items you wish to order to your Basket and proceed to Checkout. You can make a payment with all major credit or debit card (Visa, MasterCard, Maestro, Diners Club) or PayPal or by e-wire pre-payment. If you need any assistance with your order please contact our Customer Care team
 
CAN I PLACE AN ORDER OVER THE PHONE?
Please contact us by WhatsApp. We are happy to answer any questions you might have. 
 
CAN I PLACE AN ORDER FROM OUTSIDE THE EUROPEAN UNION?
Yes, we do offer an international delivery option. International delivery charges may vary per country. For further details please e-mail us customer@ameliesophie.com. Orders to countries outside of EU import fees may be applied at customs of your country.
 
HOW CAN I CANCEL MY ORDER?
We aim to have all our parcels dispatched on the same day they are placed. If you would like to cancel your order, please write an email to customer@ameliesophie.com as soon as possible. Please note that it may take longer to cancel your order if it has already been dispatched. We will process your request as soon as your parcel has been retrieved from our couriers. Please also note that we can reimburse only the card that was used to make your order.

CAN I CHANGE MY DELIVERY ADDRESS?
Please contact us as soon as possible. If your order has not been shipped we might be able to change the delivery address.
   
IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?
The privacy and security of your personal information is of great importance to us. Our website uses external payment gateway and their state of the art encryption software, secure server to protect you and the information you provide to us. We do not store your payment information on our servers.

IS MY PERSONAL INFORMATION KEPT PRIVATE?
All your personal details are kept secure and private and confidential, and we will never disclose any of your details to anyone or any third party who is not authorized to see such details or does not require access to process your order or account.

Details provided when you process an order may be shared with a credit reference agency in order to verify your order. We may use details provided to notify you of new products and services.
 
HOW DO I TRACK MY ORDER?
You will receive an email notification when your item is ready for dispatch containing your unique tracking number and a link to the courier’s tracking page. Your tracking information will be updated after as your order has been collected from our warehouse and through the delivery process. If you need further assistance with your order please do not hesitate to contact our Customer Care team.
 
ARE MY GOODS INSURED?
We insure your goods until the point that the delivery is signed for. We cannot be held responsible for any damage after confirmed receipt of goods.
 
WHAT PAYMENT METHODS CAN I USE?
We accept Visa, MasterCard, Maestro, Diners Club International and PayPal. We do not store your credit card data.
  
HOW DO I RETURN OR EXCHANGE AN ITEM?
All items must be returned unused in its original perfect condition with all tags and original packaging within 14 days of receiving your items. Items worn, soiled with the tags removed will not be accepted.

To return an unwanted item please request mail the package to:
AmelieSophie.com - Returns
Odynca 7 / 13
02-606 Warsaw, Poland

Please contact our Customer Care team should you need any assistance with processing your return.
 
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office, as we are responsible for your parcel only once it has been received into our warehouse, and arrange appropriate insurance. Items lost in transit will not be treated as returned.
 
Alternatively, we can arrange a courier to collect your unwanted items from you at an additional cost that will be deducted from your return.

Customer made orders, such as long length, are not returnable and we offer no refunds.

WHAT IF I AM OUTSIDE THE RETURNS POLICY?
If you wish to return items outside of the 14 days please contact our Customer Care team. We will issue a refund within 14 days of written cancellation and receipt of return items. You will be responsible for any import charges unless the product was found to be faulty or we made a mistake.
 
HOW DO I KNOW IF AN ITEM IS IN STOCK?
If an item is in stock you will be able to add it to your basket. If there is no stock available you will see the 'Out of Stock' sign on the product pages. If you would like to be notified when an item comes back to stock please select the ‘Out of Stock’ button next to the product and follow the instructions to receive an email notification when stock is available.
 
CAN I AMEND MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN DISPATCHED?
You must make sure to provide an appropriate delivery address when you place your order. Should you need to change the delivery address, please contact us immediately.
 
CAN I ADD ITEMS TO AN EXISTING ORDER OR COMBINE MY ORDERS?
We are unable to add to an existing order or combine a number of orders. Should you wish to receive all your purchases into one order then please contact our Customer Care team who will assist where possible. Any such changes may delay the final delivery and could incur additional cost.
 
CAN I RETURN AN ITEM RECEIVED AS A GIFT?
Yes. Subject to the Returns and Exchange Policies stated in our Terms and Conditions. Refunds can only be made to the original payment method used for the order. 
 
WHERE IS MY ORDER?
Please allow 3-4 working days for your Standard Delivery order to arrive. We use major couriers. However, you can follow the progress of your order via your online AmelieSophie account or track your order via the Track Delivery link provided in your dispatch confirmation email. We will update you on any changes in the unlikely event of a disruption to your delivery.
 
We aim to dispatch all orders received by 2:30pm on the same day, (excluding weekends and bank holidays). The cost of overseas dispatches are confirmed at the checkout and are dependent upon country of destination and consignment weight.
Please note that our couriers require a signature on arrival.
 
WHICH COUNTRIES DO YOU SHIP TO?
We are delighted to receive orders from international customers, and our intention is to make the delivery and returns process as easy to use as possible for you. We ship everywhere where UPS or DPD couriers are available.
 
DO YOU SHIP PO BOX ADDRESSES?
No, we are not able to deliver to PO Box addresses.
 
WHAT IF I’M NOT AT HOME WHEN YOU DELIVER?
If you are not available at the time of delivery, our couriers will try to leave your order with a neighbour. You will be left a card to inform you of the delivery attempt and of the location of your parcel. You will be able to collect it from the specified location.
 
WHAT IF I ONLY RECEIVE A PART OF MY ORDER?
Please contact our Customer Care team within 48 hours of receipt and we will rectify this for you.
 
WHAT IF I RECEIVE AN INCORRECT ITEM?
Please contact our Customer Care team within 48 hours of receipt and we will rectify this for you.
 
WHAT IF MY RETURN GETS LOST IN THE POST?
We cannot be held liable for the loss of returned goods. We recommend using a signed for service for returns to avoid any possible disappointment. Please make sure you keep your returns receipt as your proof of postage as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
 
WHAT IF AN ITEM IS FAULTY?
Please contact our Customer Care team within 48 hours of receipt and we will exchange the item or refund the price of the item and any costs incurred in sending the item back to us.
 
HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
As soon as your returned items are received back into our warehouse we will process your return within maximum 30 days for the refund to appear on the statement of your chosen payment method.
 
HOW CAN I BE REMOVED FROM YOUR MAILING LIST?
We will send you special offers and promotions by email and post. If you do not wish to receive offers and promotions by email please unsubscribe. Please note that it may take a few days for our system to update before you are fully removed from our email mailing list so you may receive one or two more. If you do not wish to receive offers and promotions by post, please get in contact us.
 
WHY DID I RECEIVE YOUR BROCHURE WHEN I DIDN'T REQUEST IT?
We may have received your details from a third party company. If you do not wish to receive information from us, please email us at info@ameliesophie.com and we will remove you from our mailing list. Our catalogues are printed in advance so it can take up to a few weeks for the process to be complete, therefore you may receive one further brochure.

IS YOUR PACKAGING RECYCLABLE?
Yes, all our boxes are fully recyclable and have been designed to withstand repeated use.

AmelieSophie.com Contact Details

Email: customer@ameliesophie.com
Post: AmelieSophie.com,
Odynca 7/1, 02-606 Warsaw, Poland

Opening Hours: Monday to Friday 8am to 6.00pm GMT+1