Customer Service

Do I need to create an account to shop with you?
How do I cancel my order under the distance selling regulations?
Do you have a size guide?
How do I pay for my order?
What currencies can I use?
When will I be charged?
Can I amend or cancel my order?
Sotto e Sopra Returns Policy
Will you refund my delivery charge?
I have been refunded the incorrect amount
Have you received my returned goods?

Do I need to create an account to shop with you?: You can set up and account with Sotto e Sopra, or you can shop as a guest. Setting up an account with Sotto e Sopra will allow you to order without having to fill in your details every time and will give you benefits such as order tracking, regular newsletters, and exclusive discounts and special offers.; Remember to have your payment and address details to hand.
How do I cancel my order under the distance selling regulations?: Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.; In this case we will issue you with a full refund, however you will need to return the entire order at your cost if you have already received them.; In all cases, the goods must be in their original condition and all tags must still be in tact, all goods will be inspected upon return.; If we do not receive the cancelled order back, we may arrange to have them collected at your cost.; We hope you will be delighted with your goods but if you do decide to cancel your order with us you must let us know by email to contact@sottoesopra.co.uk quoting the order number, within seven days from the date of delivery.
Do you have a size guide?: Check out our size guide for measurements to make sure your garments fit perfectly.

How do I pay for my order?: We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.
What currencies can I use?: We only accept payment in UK Pound Sterling (GBP)
When will I be charged?: If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.; If your card is not authorised, payment will not be taken, and we will email you to let you know.
Can I amend or cancel my order?: Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, changing the delivery address or any payment methods.; Under UK Distance Selling laws, you have the right to cancel your contract with us, within 7 working days of receiving your order. You will need to advise us of this so we can issue you with a full refund and we require you to return the cancelled items to us at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost. This does not affect your statutory rights.
Sotto e Sopra Returns Policy: Obviously, we hope you are happy with your purchase from Sotto e Sopra. However, if for any reason you’re not satisfied, here’s what to do:; Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order.; In this case we will issue you with a full refund however you will need to return the entire order at your cost.; In all cases, the goods must be in their original condition, unworn and all tags still intact. Please include your order number.; If you decide to cancel, you must let us know in writing or via email, quoting the order number.; All goods will be inspected on return.; The goods are your responsibility until they reach Sotto e Sopra. We recommend you use a postal service that insures you for the value of the goods you are returning.; Please send your returned goods to:; Sotto e Sopra Limited
25 St Peter's Road; St Margaret's; Twickenham; TW1 1QY
United Kingdom; Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange.; Any refund will be issued within 30 days to the card used to make the original purchase. If we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
Will you refund my delivery charge?: We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
I have been refunded the incorrect amount: We pride ourselves in delivering quality customer service and are very sorry if we have made a mistake on your refund. Email contact@sottoesopra.co.uk and we will sort it out as soon as possible.; The following may affect the amount you have been refunded:; The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.; Any discounts that were applied at the time of the sale transaction, may not be applicable now.
Have you received my returned goods?: As soon as your return has been delivered back to our head office, we will email you to let you know.; In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact us.; If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number.