FAQs - My Order and Online Shopping
My Order and Online Shopping
- How safe is shopping online?
We wouldn’t expect you to use a service that we don’t trust ourselves. Sosandar uses state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet. Our website security is detailed in our Privacy Statement
- How does the shopping basket work?
To buy an item, simply select your chosen size on the drop down menu and click ‘add to basket’. Your item will be reserved for an hour so you can continue browsing freely. To review your basket or when you’re ready to pay, click on the bag icon in the top right-hand corner. You can remove items before checking out - just click Remove. Click Checkout to go to the secure payment page.
- Do I need to create a Sosandar account to place an order?
No, you can checkout as a guest.
- Can I make changes to my order?
We start to process your order straight away and as a result we cannot cancel or change your order after it has been placed. If you do change your mind you may return any items to us for a full refund. For further details please see our Terms & Conditions. This is addition to your rights under the Distance Selling Regulations.
- How long will it take to receive my order?
Sosandar offers a range of delivery options, check out all our services on the Delivery page.
- What happens if an item goes out of stock after I've ordered it?
Sometimes (and this is very rare), our system shows items as being available when they might not be. If this happens, we’ll send you an ‘out of stock’ email as soon as we realise that this is the case. Of course, you won’t be charged for the item and we’ll continue to dispatch the rest of your order (if you ordered more than one item).
- Can I cancel my order?
Our team of product packers are super-speedy, so once you’ve placed an order, it can’t be undone. But you can send unwanted items (unworn and with tags still intact) back for a full refund using our free returns service. View our Delivery and Returns page for more information.
- How do I change my account details?
To change your email address, billing address or anything else relating to your Sosandar account, click on the person icon in the top right-hand corner and log in using your username and password.
- I seem to have forgotten my password…
Don’t worry. Click here and we’ll send you a link to create a new one (if after a few minutes you still haven’t received anything from us, please check your spam and junk email folders).
- What email communication should I expect to receive once I have placed an order?
Shortly after placing the order you will receive an confirmation email that includes all your order details. Once the order has been despatched we will send you another email with your tracking details.After your purchase we may contact you time to time with emails about product which we think you would like.
- I've placed an order but haven’t received a confirmation email. Does this mean my order hasn't gone through?
First of all check your pesky spam box to see if we've been sent there.
If you still don't receive one within the hour, just drop us an email to [email protected] and we will get back to you with an answer.
- Do you handle corporate orders?
We’d be delighted to. Please email [email protected] and we’ll get back to you to discuss your requirements.
- How do I use a promotional code?
If you have a promotional code, please click on Do you have a promotional code? on the Shopping Basket page. Enter your code and the total cost of your order will automatically be updated. Please note that delivery charges are excluded from promotions.
- What do I do if I'm having problems using a promotional code?
If the code is still valid and the expiry date has not passed please email the details to [email protected] and one of the team will quickly investigate for you.
- Are your sizes UK sizes?
We’re proud to be a British brand so naturally our items are shown in UK sizes. Please refer to our size guide for more information.
- Where can I find the garment details and washing instructions for products online?
This information is available online alongside every garment under the Product Details tab.