At Soteah, we aim to do business with integrity and treat our customers as our friends. With that in mind, we have come up with the following terms and conditions, which act as customer service explanations and guarantees for the use of this website and the purchase of our products:

Product variations

All of our products are handmade and are therefore subject to natural variations in size, colour and design patterns.

Shipping

The cost of shipping varies depending on the total size and weight of your order. The shipping charge is calculated by Royal Mail and all shipping fees are passed on directly to the customer.

Soteah does not currently ship orders to countries other than the UK. If you would like to place an order for Soteah products and are not from the UK, please contact laura@soteah.com and we will consider your request.

Delivery of out of stock items

We aim to deliver your order of out of stock items within 1-3 months. Items that are highlighted within the Basket as being out of stock are on a waiting list of items being ordered in bulk from our producer groups in Cambodia. We cannot guarantee a delivery time for these items, as it is dependent on the availability of the producer group to produce that item.

Delivery of in stock items

We aim to deliver your order to you within 3-5 working days. However, as we are a small team, sometimes delivery can take longer. If your order is urgent, we recommend you email info@soteah.com to notify us that you need your order delivered within a certain timeframe.

Accuracy of information

We make every effort to ensure the information – prices, descriptions, pictures – on our website are correct and up-to-date. However, we cannot be held responsible for website errors whereby inaccurate information about our products appears on this website. We reserve the right to decline orders if they are based on inaccurate pricing information. However, we will replace or refund any products ordered based on inaccurate descriptions or images, as long as they are unused.

Damaged or incorrect goods

If you received goods that are damaged or have been sent out incorrectly, please contact us first by phone or email. If you are returning items to us under such conditions, please note that we can only refund the approximate First Class postage cost (even if the goods have been sent back using priority, recorded delivery or guaranteed services). Your statutory rights will not be affected.

Refunds and Exchanges

We are confident our customers will be satisfied with the quality of our products. However, for your peace of mind, we offer a 14 day refunds and exchanges policy. If you are not satisfied with your goods, please send them back to us in their original packaging (and without the goods having been used) within 14 days of delivery. Your statutory rights will not be affected.

We can either offer you a full refund on your card or a promotional code, which enables you to place an order for Soteah products to the equal value of your original, returned order. Please note we are not able to cover the cost of postage and packaging for refunded or exchanged goods. If a return item goes missing in the post, we will only be able to offer you a refund on supply of a proof of posting (available free at Post Office counters).

Before returning an item to us, please email us at info@soteah.com – quoting your order number, details of the items you are returning and the reason why they are being sent back.

Please send any returned items to:

Soteah
The Summit
2 Castle Hill Terrace
Maidenhead
SL6 4JP