FAQS

I DID NOT RECEIVE AN ORDER CONFIRMATION EMAIL.  Please send the full name the order was made under, email address and a description of the ordered items to info@southst.co.uk  We will check the status of your order and will resend your confirmation email manually.

WHEN WILL I RECEIVE MY ORDER?  All orders received by 1pm on a business day are packed & dispatched the same day. Orders received after 1pm will be dispatched the next business day. Orders placed over the weekend or on a public holiday will be dispatched the next business day.    

I DID NOT RECEIVE A TRACKING NUMBER.  Please send your name and order number to info@southst.co.uk, we will check the status of your order and send you your tracking number manually.

CAN I AMEND MY ORDER OR DELIVERY ADDRESS?  Please email us at info@southst.co.uk with details of your order and the change you require as soon as possible and we will do our best to help you.

CAN I CANCEL  MY ORDER?  We can cancel your order if it hasn’t yet been shipped. To cancel your order or for more information please contact us on info@southst.co.uk as soon as possible.  

I NEED TO RETURN AN ITEM.  Please lodge your return through our returns portal found on our returns page. All returned items must be in original condition, with tags attached and in their original packaging.

CAN I RETURN A SALE ITEM OR ITEM PURCHASED DURING A PROMOTION? We offer credit notes or exchanges for sales items/items purchased during a promotion only. 

WHEN WILL MY RETURN BE PROCESSED?  We aim to issue exchangesrefunds within 48 hours of receipt of your returned items using the same payment method you used to purchase.  However, the refund can take up to 5 business days to appear in your account depending on which bank you are with.

THERE IS A MISTAKE WITH MY ORDER? Please send us an email to info@southst.co.uk with your order number and we will help to resolve urgently.

MY ITEM IS FAULTY. Oh no, we’re really sorry to hear this. Product quality is of paramount importance to us.  Please contact us on info@southst.co.uk with details of the issue.  Alternatively, you can simply return the item through our returns portal. 

WHAT IS A PRE-ORDER? A pre-order is an item that is currently out of stock but awaiting delivery from our manufacturers that we have made available for early purchase. If you pre-order an item, it ensures you secure that item in advance; you won’t miss out. Please note that the estimated delivery date for pre-orders is an estimate only based on information from our manufacturers and shipping company. .

CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER.  Absolutely – please include all of the delivery information in the shipping address.

WHAT METHODS OF PAYMENT DO YOU USE? We accept payments using Visa/Mastercard credit and debit cards, Klarna & Paypal. 

I HAVE ORDERED SEVERAL ITEMS – ONE OF THEM BEING A PRE-ORDER – WILL I RECEIVE MY IN-STOCK ITEMS FIRST?  If you wish to receive your in-stock items immediately, please submit separate orders for pre-order and in-stock items.