FAQ
Shipping
How long does delivery take?
We process all orders within 24–72 hours. Once shipped, delivery takes 5–14 business days. As soon as your order is on its way, you’ll receive a confirmation email with tracking details.
Can I change my shipping address after ordering?
Yes, but changes must be made within 1 hour of placing your order. After that, your order will already be processed and we cannot make adjustments.
How can I track my order?
Tracking is simple. Enter your order number along with your email or phone number, or use the tracking number directly. It is normal for the status to remain on “Info received” until the package is delivered — updates appear as it moves through transit.
Do you offer free shipping?
Yes! Every order comes with free premium shipping, no minimum required.
Do you ship internationally?
Currently, we only ship within the United States, directly from our trusted supplier in Asia.
What if I’m not home at delivery?
Your local carrier may leave a notice with instructions for redelivery or pickup at a nearby location.
What if my package is lost?
If your package is lost, please contact us right away. In most cases, we provide a free replacement, unless the issue was caused by incorrect shipping details entered at checkout.
Returns & Exchanges
What is your return policy?
You may return your order within 30 days of delivery. Please note: sale items are final sale and not eligible for refund. Instead, we’ll provide a replacement item (shipping cost covered by the customer). See our [Refund Policy] for details.
How do I start a return?
Contact our support team at 📧 info@sophiahenryaustin.com with your order number and the items you wish to return. We’ll guide you through the process.
How long does it take to receive my refund?
Refunds are processed within 5–10 business days after we receive and inspect your return.
Can I exchange for a different size?
Yes, exchanges are possible if the requested size is in stock.
Sizing & Product Information
How do I pick the right size?
Check the size chart listed with each product. Our clothing fits true to these measurements.
I’m between two sizes. What should I do?
We recommend choosing the larger size for a more comfortable fit.
How do I care for my items?
Every garment includes a care label with instructions to keep your piece looking its best.
Payments
Which payment methods are accepted?
We accept all major credit cards, Apple Pay, Google Pay, and Shop Pay.
Is my payment secure?
Yes. All transactions use encrypted checkout technology to keep your data safe.
Do you accept Cash on Delivery?
No, we only accept online payments at checkout.
Order Changes & Cancellations
Can I cancel my order?
Yes, but only within 1 hour of placing it. After that, your order will already be processed. If you no longer want the items, you’ll need to return the package once it arrives.
Can I change my order after it’s placed?
Yes, but only within 1 hour of purchase. After this window, changes are not possible.
Other Questions
I received the wrong item. What should I do?
Please notify us immediately. We’ll arrange a replacement at no cost to you.
Do you offer gift cards?
Not at this time.
Can I pre-order out-of-stock items?
No, but you can sign up for restock notifications on the product page.
Will my order arrive in one package?
Not always. Multiple items may arrive in separate packages.
Why doesn’t my tracking update every day?
Tracking only updates when your package is scanned at a new location. It’s normal to see gaps.
Do you include invoices or prices in the package?
No, we do not display prices inside packages — making every order gift-friendly.
Can I choose a specific delivery date?
No, we cannot guarantee exact delivery dates.
Will I receive a confirmation email after placing my order?
Yes, you’ll receive an order confirmation email. If you don’t see it, please check your spam folder or contact us.
Do you have a physical store?
No. Sophia & Henry Austin is an online-only brand, which allows us to focus on offering carefully curated pieces with free premium delivery straight to your door.