Frequently Asked Questions
Frequently Asked Questions
We want your experience with Sofia Lusso to feel as comfortable and inspiring as the homes we help you create.
Below you’ll find answers to the most common questions about our products, shipping, returns and more.
If you can’t find what you’re looking for, our friendly customer care team is always happy to assist, just reach out to us at info@sofialusso.com.
Your home tells your story, we’re here to make every detail feel just right.
Products & Care
Q: Are your items handmade?
A: Some of our pieces are carefully handcrafted by artisans and may feature subtle variations that make each one unique. Others are high-quality manufactured items, selected for durability and style.
Q: What if my item arrives damaged or incorrect?
A: Please inspect your order upon arrival. If anything is damaged or you received the wrong item, contact us within 48 hours with a clear photo of the issue. We’ll arrange either a replacement or a full refund.
Q: How do I care for my new décor item or textile?
A: We include care instructions with each product. For decorative items: dust gently and avoid prolonged exposure to moisture or direct sunlight. For textiles: check the care label and follow accordingly (e.g., wash cold, lay flat to dry). If you’re unsure, drop us a line and we’ll guide you.
Shipping & Delivery
Q: How long will my order take to arrive?
A: Orders are typically processed within 1–3 working days (Monday to Friday). After processing, shipping to the United Kingdom takes approximately 5–10 working days. Please allow a little extra time during holidays or sale periods.
Q: How much does shipping cost?
A: We offer free standard shipping on all orders within the United Kingdom.
Q: Will I receive a tracking number?
A: Yes, once your order leaves our warehouse, you’ll receive a confirmation email with a tracking link so you can monitor your parcel.
Q: Can I change my shipping address after placing an order?
A: If you notice an error or need to update your address, please contact us immediately. If your order hasn’t been processed/shipped yet, we may be able to amend it. Once it’s shipped, address changes typically can’t be made.
Returns & Refunds
Q: What’s your returns and exchange policy?
A: We want you to be delighted with your purchase. If you change your mind, you may return unused items (with original packaging and tags) within 30 days of receipt for a refund or exchange.
Q: How do I return an item?
A: If you wish to return a product, simply follow these three steps:
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Download and complete our return form (available from our website).
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Send the item(s) back to us with the completed form, ensuring all original packaging, parts and accessories are included. If you no longer have the original packaging, please use a secure outer packaging to protect the item in transit. Please ship using a Track & Trace method, you are responsible for return shipping costs unless the product is faulty or we sent the wrong item (in which case we’ll reimburse return shipping).
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Once we receive the returned goods, we’ll issue your refund within 5 business days. Please note that returns should be made within 30 days of receipt of your order.
Q: Do I have to pay for return shipping?
A: Unless the item is faulty or incorrect due to our error, the customer is responsible for return shipping costs.
Q: When will I receive my refund?
A: Once we receive the returned item in good condition, we’ll issue your refund within 5 working days. Refunds will be processed to the original payment method.
Orders & Payments
Q: How do I place an order?
A: Browse our store, select the items you love and add them to your cart. When you’re ready, click Checkout, fill in your shipping and payment details, confirm your order, and you’ll receive an order confirmation email shortly after.
Q: Which payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay and Google Pay.
Q: Is my payment secure?
A: Absolutely. Our website uses 128-bit SSL encryption, and all payments are processed securely via a trusted payment gateway. We do not store your full payment details on our servers.
Privacy & Security
Q: Do you use cookies?
A: Yes — cookies help us improve your experience (remembering your shopping cart, preferences etc.). You can manage or disable cookies in your browser, but please note that some site features may be impacted.
Q: Is my personal data protected?
A: We take your privacy seriously and comply with EU GDPR regulations. We only collect the personal information necessary to process your order and fulfil customer service. You have the right to request access, correction or deletion of your data at any time.