Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to info@sohocz.com.
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Pre Sale Questions
Can I choose for my parcel to be left in a safe place?
Some of our couriers give you the option to select a safe place for your parcel to be left in case you're not in. If you choose this option, make sure you're aware of the potential risks:
When opting for a parcel to be left in a safe place, this authorises the courier to leave your parcel at your property without a member of the household accepting / signing for it directly.
Couriers cannot be held liable for any losses experienced. This means that you're taking liability for any issues that may arise after shipping has taken place by deciding what is deemed a 'safe place' to be left.
As you're taking liability, Oh Polly won't be liable for any issues that may arise after the shipment has taken place and will be unable to provide a refund or a replacement.
The courier may save any previous shipping preferences you have set and use these preferences for future shipments.
If you select a safe place but can't find your parcel, make sure that you check with the residents within your household as well as with neighbours to see if they accepted the parcel on your behalf.
If you believe that your order has been stolen, we recommend contacting your local authorities as soon as possible.
When opting for a parcel to be left in a safe place, this authorises the courier to leave your parcel at your property without a member of the household accepting / signing for it directly.
Couriers cannot be held liable for any losses experienced. This means that you're taking liability for any issues that may arise after shipping has taken place by deciding what is deemed a 'safe place' to be left.
As you're taking liability, Oh Polly won't be liable for any issues that may arise after the shipment has taken place and will be unable to provide a refund or a replacement.
The courier may save any previous shipping preferences you have set and use these preferences for future shipments.
If you select a safe place but can't find your parcel, make sure that you check with the residents within your household as well as with neighbours to see if they accepted the parcel on your behalf.
If you believe that your order has been stolen, we recommend contacting your local authorities as soon as possible.
Why has my parcel returned to sender?
If your tracking shows ‘Return to Sender,’ this is typically due to one of the following reasons:
Incorrect or incomplete shipping address
Difficulty locating your address or building
Multiple unsuccessful shipping attempts
Shipment refused by the recipient
Once the returned parcel is received at our warehouse, we will issue a full refund to your original payment method. Due to this, we are unable to process a replacement.
If you still wish to receive your items, we recommend placing a new order.
When placing your order we’d advise the following:
Double check your shipping address at checkout to ensure it’s correct
Monitor your tracking information to anticipate the shipments arrival
Ensure someone is available to accept the package or check with your local carrier for pickup instructions if shipping is missed
If you've been notified that your parcel is being returned to the sender and it isn't for any of these reasons, simply click the 💬 icon which can be located at the bottom corner of the page. Our virtual assistant will be more than happy to assist you with this.
Incorrect or incomplete shipping address
Difficulty locating your address or building
Multiple unsuccessful shipping attempts
Shipment refused by the recipient
Once the returned parcel is received at our warehouse, we will issue a full refund to your original payment method. Due to this, we are unable to process a replacement.
If you still wish to receive your items, we recommend placing a new order.
When placing your order we’d advise the following:
Double check your shipping address at checkout to ensure it’s correct
Monitor your tracking information to anticipate the shipments arrival
Ensure someone is available to accept the package or check with your local carrier for pickup instructions if shipping is missed
If you've been notified that your parcel is being returned to the sender and it isn't for any of these reasons, simply click the 💬 icon which can be located at the bottom corner of the page. Our virtual assistant will be more than happy to assist you with this.
What do I do if I haven't received my order but it's showing as delivered?
We are so sorry to hear you have not received your order and tracking indicates it has been delivered.
We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed.
We are able to investigate the shipment within 28 days of your shipping time/when you receive your delivered confirmation email.
Please can you therefore contact us with your order details and a short sentence to explain you have not received your order so we can get started with this - simply click the 💬 icon which can be located at the bottom corner of the page.
Make sure you've got your order details at the ready!
Our virtual assistant will be more than happy to assist you.
We will need to initiate an investigation with the courier so the depot can be searched and the driver can be interviewed.
We are able to investigate the shipment within 28 days of your shipping time/when you receive your delivered confirmation email.
Please can you therefore contact us with your order details and a short sentence to explain you have not received your order so we can get started with this - simply click the 💬 icon which can be located at the bottom corner of the page.
Make sure you've got your order details at the ready!
Our virtual assistant will be more than happy to assist you.
How do I track my order?
Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you.
Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a 'VIEW AND TRACK YOUR ORDER' button included.
If you click this link, you'll be taken to a page where you'll find your tracking number and courier. You can then use this tracking number on the courier's website for accurate updates! Your tracking will continue to update as your parcel makes its way to you.
Please note it can take 24-48 hours for tracking information to become available after purchase.
Having some trouble tracking your order? Please get in touch by simply clicking the 💬 icon which can be located at the bottom left corner of the page. Make sure to have your details at the ready! Our virtual assistant will be more than happy to assist you!
Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a 'VIEW AND TRACK YOUR ORDER' button included.
If you click this link, you'll be taken to a page where you'll find your tracking number and courier. You can then use this tracking number on the courier's website for accurate updates! Your tracking will continue to update as your parcel makes its way to you.
Please note it can take 24-48 hours for tracking information to become available after purchase.
Having some trouble tracking your order? Please get in touch by simply clicking the 💬 icon which can be located at the bottom left corner of the page. Make sure to have your details at the ready! Our virtual assistant will be more than happy to assist you!
Have you received my return?
We'll be in touch once your return has been received and your refund is complete. We work hard to ensure all returns are processed within 5 business days of them arriving back to our International hub.
If you’ve sent the order back without using our portal, please keep hold of your postage receipt until we’ve emailed you to let you know we’ve processed your refund.
If you’ve sent the order back without using our portal, please keep hold of your postage receipt until we’ve emailed you to let you know we’ve processed your refund.
What do I do if I am missing an item?
All parcels are checked meticulously before being dispatched, so we are truly sorry if we have made a mistake with yours!
Please double check your emails in case we have notified you that we were unable to fulfil your purchase.
If you have not received an email notifying you of this, simply click the 💬 icon which can be located at the bottom corner of the page. Make sure to have your order details ready! Our virtual assistant will be more than happy to assist you with your query, big or small.
Please don't throw away the packaging as the courier will require photos of this in order to conduct a full investigation into your missing item(s).
Please double check your emails in case we have notified you that we were unable to fulfil your purchase.
If you have not received an email notifying you of this, simply click the 💬 icon which can be located at the bottom corner of the page. Make sure to have your order details ready! Our virtual assistant will be more than happy to assist you with your query, big or small.
Please don't throw away the packaging as the courier will require photos of this in order to conduct a full investigation into your missing item(s).