- Where is Sophie Rutherford Intimates based?
Our studio is located in Newtonards, Northern Ireland. This is where everything takes place, from designing, sewing and shipping.
- What makes SR Intimates so special?
Every single product on our store is ethically handmade from luxurious and soft fabrics. Each stitch is a embedded with great love and care to ensure the best quality is provided.
As a independent brand, we feel it is important to be able to listen to our clients and what they are searching for, this makes us special as our customer care is always very personal.
We also offer a custom made service, so our clients can create their perfect dream intimates along side us.
- Where is SR Intimates sold?
- What currency does your site use?
All product is listed on our website in GBP. We have placed a currency converter as a small drop down box on your screen.
- Do you ship worldwide?
Yes, all shipping is available worldwide. You can choose your destination at the checkout and then enter your delivery address.
- How much is post and packaging to the UK & Ireland?
P&P inside the UK and Ireland, costs £4. Free P&P is available on all orders over £100.
- How much is post and packaging internationally?
Rest of world - £12. Free P&P for orders over £100.
- When will I receive my order if I live in the UK/Ireland?
If your order was available when you ordered you can expect your order to arrive at your delivery address within 3-4 working days.
If you ordered a custom size, colour or item your order may take up to 3 weeks to arrive - this is dependent of whether the supplies to create your piece(s) are in stock in our studio at time of order. Email our team at email@example.com to find out a more specific date frame.
- When will I receive my order if I live outside of UK/Ireland?
If your order was available when you ordered you can expect your order to arrive at your delivery address within 6-10 working days.
If you ordered a custom size, colour or item your order may take up to 4 weeks to arrive - this is dependent of whether the supplies to create your piece(s) are in stock in our studio at time of order. Email our team at firstname.lastname@example.org to find out a more specific date frame.
- Can I get my order faster?
For items that are pre-made and in stock, you can request faster shipping. To request faster delivery, email us at email@example.com BEFORE you make your order.
- What is the status of my order?
To find out your order status please email us at firstname.lastname@example.org with your name and order number.
- I live locally, can I collect instead of paying for P&P?
Sorry, we currently do not accept collections.
RETURNS & EXCHANGES?
- What is SR Intimates refund policy?
Due to hygiene and safety, we are unable to refund or exchange any pants or bodysuits. There is no exception to this policy.
All other items (including sale) can be exchanged within 14 days of receiving your order. The item(s) MUST be unworn, in their original condition and have all tags attached.
No refunds are excepted on full price or sale items.
- My item is faulty/damaged, can I get a refund?
This shouldn’t happen, but on the off-chance this may occur, we can offer you a full refund if the item is deemed faulty by a member of our team. The item MUST be returned within 14 days of receiving the product. Any faulty items must be returned unworn, in it’s original condition and have all tags attached.
- How do I process an refund (faulty only) or exchange?
- Email our team at email@example.com with item(s) you would like to exchange, your order number and what you would like to exchange your piece(s) for - this can include a gift voucher. If your item is faulty and you would like a refund, please state this in your email and why you feel the item is faulty. Our team will respond to you ASAP with an address to ship your order back to.
- Once we have received your order back, we can then process your refund (money going back onto your original payment method) or exchange.
- Can I change or cancel my order?
Yes, you have 12 hours to cancel or change your order. You can do so by emailing us firstname.lastname@example.org with your order number, name and any other details necessary (what you want to change in your order).
After 12 hours, your order may have already been processed with us, therefore we can not accept cancelations or changes after this time period.
GIFT VOUCHERS & GIFTING
- Do you sell gift vouchers?
Yes, gift vouchers can be purchased here. Gift vouchers are sold as £15, £25, £50, £75, £100, £150, £200 and £250. If you require a custom amount on a gift voucher, please email us at email@example.com and we can create a custom listing for you.
- Does my gift voucher expire?
No, there is no expiry on your gift voucher.
- Can I return my gift voucher?
No, gift vouchers are final sale and cannot be refunded under any circumstance.
- Can you gift wrap?
All orders are already wrapped in tissue paper. No prices are marked on tags. There is however a invoice inside with items purchased and the cost of each one. If you require a gift invoice as well, please email us at firstname.lastname@example.org.
- What is the best size for me?
- I cannot find my size in an item online, does this mean I can’t get the item?
If you cannot find your size in a particular item online please drop us an email at email@example.com - if there is excess to the supplies needed to create the piece, we will be able to make a custom listing for you in your size. Please note, due to ordering supplies, your custom order may take 3-4 weeks to process.
CARING FOR YOUR SR INTIMATES
- How do I wash and dry my SR Intimates?
- As the content of each product is made with the luxurious, delicate laces and fabric it is important to care properly for them.
- When washing, please only hand wash in a basin and leave to air dry.
- When storing your product, it is preferable to place in a drawer with items of similar fabrics to reduce risk of fabric snagging.
- Please ensure you wrap in tissue or place in a dust bag if carrying the item.
- Sophie Rutherford Intimates will take no responsibility if product is damaged after shipment.
- How can I contact your customer care team?
You can email us at firstname.lastname@example.org.
- I emailed you but I haven’t heard back yet?
Please check your junk folders first. Some emails may take 2-3 working days to be replied to due to our small team. Please do not keep forwarding the same email to us. We check our email account twice daily and emails that are urgent will take priority.
- Are you on social media?
PROMOTERS & COLLABORATIONS
- Are you looking for any promoters?
Yes, we are always on the lookout for new ambassadors! Check out our requirements below and if you meet all of them, email us at email@example.com for a full brochure on becoming a SR Intimates ambassador and we can discuss from there.
- Active social media account with a minimum of 7,000 followers
- Good photography and editing awareness to ensure you are delivering an excellent quality of photos
- Be able to post at least 1 photo a month of you wearing your SR Intimates pieces - it is optional how many photos you post after that and how they are captured (for example, flat lay photo, on a hanger - get creative!)
- Passionate about SR Intimates brand and product! We want girls that love our pieces and show it!
- Confidence! As a brand, our goal is for our lingerie to build women up with confidence as soon as they wear our handmade pieces. We want to see our customers ooze with self-love and happiness!
- I am MUA/Photographer/Hair Dresser/Stylist etc, can we collaborate together?
We love to collaborate with other creatives, send over an email with recent work and what you would like the pieces for, to firstname.lastname@example.org.
Please note, we charge a small percentage of each piece to hire for a shoot or event.
- I love your pieces but fancy something in a different colour/style/fabric. Can you make a custom order?
YES! We are pleased to have a custom order service and would love to create you your dream intimates! Send us an email to email@example.com and include the following:
- What you would like? (bra/pants/fullset/bodysuit/etc)
- What style? (for example, pants: thong/Brazilian/high rise/high leg/brief/etc)
- What colour(s)?
- What fabric?
- Your sizing.
Once we have discussed with you and talked through your desires, we will then add your custom listing to our website. No listings will be processed until payment is made through our website.
- How much extra is a custom listing?
Custom listings do not cost any more than usual to process. The only exceptions would be if you wanted a higher price point fabric or extra detailing. Costing will be notified to you through email before being added to our website.
- I have a discount code or gift voucher, can I use it on a custom listing?
Yes, of course. Enter the code at the checkout and the discount/money will be taken off your order.