Shipping policy
If you have any questions or need assistance, please don’t hesitate to contact us at support@panelsbysofia.com - we’re here to help.
UK Delivery
Delivery is free across Mainland UK on all sample orders and any orders over £99.99. This applies to our standard delivery service and dispatch times. Estimated delivery dates are shown at checkout and in your order confirmation.
If your order includes both samples and panels, delivery is free as long as the total order value exceeds £99.99, as all items will be shipped together.
For orders under £99.99, a £9.75 delivery fee applies.
Northern Ireland delivery is charged at £39.99 and typically arrives within 7 working days.
Fast Track Delivery
Need your order sooner? We offer a Fast Track delivery service for £49.99. Your order will be delivered 3 working days after placing it. This service prioritises your order in production and uses an overnight courier.
Fast Track is only available for selected products. If eligible, you’ll see this option at checkout.
While 95% of orders arrive on time, courier delays can occasionally occur.
Please ensure a valid email address and phone number are provided at checkout, as the courier will contact you via email and/or SMS.
Deliveries are kerbside/hallway only. Couriers are not allowed to leave items in a safe place if requested. Panels by Sofia is not liable for any damage or missing items left unattended.
Please do not book any tradespeople until your order has arrived and been inspected. We cannot cover costs from delays or damaged deliveries.
EU Delivery
EU delivery is €49.95. Delivery time for EU orders is typically 5 - 9 working days.
You may also be required to pay import duties or taxes upon delivery. Once your order has been dispatched, the courier will contact you directly to arrange payment of any applicable fees. After these charges are settled, your order will be delivered.
We offer free delivery on all EU sample orders.
Estimated delivery dates are shown at checkout and in your order confirmation. While 95% of orders arrive on time, courier delays can occasionally occur.
Please ensure a valid email address and phone number are provided at checkout, as the courier will contact you via email and/or SMS.
Deliveries are kerbside/hallway only. Couriers are not allowed to leave items in a safe place if requested. Panels by Sofia is not liable for any damage or missing items left unattended.
Please do not book any tradespeople until your order has arrived and been inspected. We cannot cover costs from delays or damaged deliveries.
Returns
Under the Consumer Contracts Regulations 2014, you may cancel and return your order within 14 days of receiving it. After notifying us, you have an additional 14 days to return the items in unused condition.
Note: This policy only applies to retail customers. Orders placed by limited companies, sole traders, or other trading entities are considered B2B and are not eligible for cancellation, return, or refund. Any return or refund request in such cases is at our sole discretion.
If you choose to return a panel, a £49 return fee and £10 restocking fee per panel will be deducted from your refund once the item has been received and approved. This fee covers the cost of return shipping, the made-to-order nature of our panels, our free outbound delivery services, and the potential reduction in resale value once the product has left our facility. To be eligible for a return:
- The item must be unused and in its original packaging
- You must provide proof of purchase
- A photo of the item’s condition will be requested before confirming the return
Once received, our warehouse team will inspect the item. If it meets our resalable standards, a refund will be issued within 7 working days.
Custom-made or cut-to-size panels are non-returnable, as they are tailored to your specifications. However, if a panel arrives faulty or damaged, contact us and we’ll arrange a replacement.
Returns must be pre-approved and scheduled with our courier. Items returned without prior authorisation will not be accepted.
To initiate a return, please contact us.
Cancellations
You can cancel your order before it has been dispatched. We are unable to cancel:
- Orders that have already been dispatched
- Made-to-order items
- Trade/B2B orders
If your order is dispatched and you are not available to receive it, or if you reject the parcel, it will be treated as a return and a restocking fee will apply.
For best results, email our customer service team within 1 hour of placing your order to ensure your cancellation is processed.
Damages and Issues
Please inspect your order on delivery and contact us within 48 hours if:
- The item is damaged
- The item is defective
- You received the wrong item
Include photos and details of the issue. If your order arrives damaged, please do not accept it. Instead, kindly ask the courier to return it to us. If an order is signed as undamaged, we cannot accept a return for transit-related issues.
Refunds or replacements are issued at our discretion and only if the item has not been cut, modified, or installed. Once a damaged panel is returned back to us, we will processes a refund within 10 working days. If this has not been received within the timeframe, please contact us.
To report an issue, please contact us at support@panelsbysofia.com
Refunds
Once your return is received and approved, your refund will be issued to your original payment method within 10 business days.
Please note, your bank may take additional time to process the transaction.
If you haven’t received your refund after 15 business days, please contact us.
Missing Items
If something is missing from your delivery, email us at support@panelsbysofia.com.
We’ll raise a claim with the courier - claims can take up to 72 hours, but we aim to resolve issues as quickly as possible.
If your tracking shows the item as delivered, but you haven’t received it, contact us within 24 hours via email.
We cannot accept phone calls as a claim.
If the courier confirms delivery and provides valid proof, we cannot issue a refund, but we will do everything we can to assist you in resolving the issue.