FAQ
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Welcome to the HiChris FAQs and Help Centre. Here we have answered your most frequently asked questions. If you can’t find the answer to your question, please contact our online customer service or send an email to hichris.store@gmail.com.
ORDERING
1.How do I place an order online?
Browse our products online using our collections feature on our site or you can use the search function if you are looking for a specific item.
Then add your item(s) to your bag and proceed to checkout.
2.What happens once I have placed my order?
Once you have placed your order you will get an automated order confirmation email. This will include your order number, details of the order including your delivery address.
3.Do I need to set up an account to place an order?
You can either log into your Saint and Sofia account using your email address and password. Alternatively, if you do not have an account you may wish to check out as a guest.
4.Can I place my order over the phone?
Please call our Customer Care line for more details on placing an order over the phone with us.
5.I have placed my order but haven’t had a confirmation email
Order confirmations are automated. If you cannot locate this, we recommend to check your spam or junk folder just in case your order confirmation has gone in there (sometimes this happens)
If it is not in there please use this link to contact us. Our Customer Care Team will be happy to help.
6.How do I change/ cancel my order?
Our Fulfillment Teams work hard to dispatch all orders as quickly as possible. In some cases this means we are unable to amend or cancel orders.
Please reach out to us contact us so we can check the status of your order and advise further.
PAYMENT
1.What methods of payment do you accept?
Payment can be made by Visa, Visa Electron, Visa Debit, MasterCard, American Express, Maestro, Diners Club, JCB debit and major credit cards, and any other methods which may be advertised on the site from time to time.
All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
2.When will I be charged?
Payment will be debited and cleared from your account upon your order being accepted by us.
3.Pricing
Prices shown on our sites are in GBP, Euros, US Dollars (or other currencies from time to time) and are inclusive of Sales Tax (VAT in the UK) at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top right hand corner of the site.
5.How do I use my giftcard?
You should have received an email with your Saint and Sofia giftcard. Please copy and paste your unique 16 digit code.
Once you have selected the item(s) and added to basket please paste your unique giftcard number in the giftcard and discount box for this to be accepted as payment.
DELIVERY INFORMATION
1.When can I expect my order?
Customers can choose from Standard or Express shipping services at checkout. Please check this as this will give an estimated transit time once your order has been dispatched.
2.How will I know my order has been dispatched?
As soon as our warehouse has dispatched your order you will receive a shipping confirmation email. This will include your tracking link.
3.How can I track my order?
You will be able to use the tracking link in your shipping confirmation email to follow your parcel’s journey.
Please note, tracking can sometimes take up 12- 24 hours to update.
4.What if my tracking link is not working?
We advise it can take up to 24 hours for tracking to update. If it has been longer than this, please contact us and we can help further.
5.It says my order has arrived but it hasn’t
All of our parcels are sent using a tracked service so we recommend checking this first.
If tracking says this has updated we ask you to check around the property or possibly with neighbours. If you are still unable to locate your parcel please contact us
RETURNS
1.What is your returns policy?
You have 14 days to let us know if you would like to return your item back to us using the Return An Item request page on our website. You then have a further 14 days to return this back to our Returns Centre.
We offer 365 day returns for exchange or store credit if you are outside the 14 days policy.
2.Can I return an item if it has been worn?
Please note all returned items need to be in a resellable condition. This means not worn and including original packaging and tags
3.Are there any items that are except from returns?
Please note for hygiene reasons we cannot accept the return of earrings.
We cannot offer refunds on swimwear if the original packaging and/or hygiene seal has been removed.
4.How do I return an item for refund, exchange or store credit?
Please let us know within 14 days if you would like to return an item back to us. You can do this by visiting the Return An Item page on our website. You will need your order number and email address to submit this request.
5.Can I exchange my order?
Of course! Please submit your return request using the Return An Item page on our website and let us know what you would like as your exchange. As soon as your return is received back and processed by our warehouse we will create your exchange (usually same day) and you will receive a new order confirmation email.
6.How long will my exchange take?
We always try to process these as quickly as possible. Once our warehouse has let us know this has been received back we will let you know via an email notification, then sort your exchange order.
7.What if the exchange item is a different price?
Not to worry if the exchange item is more expensive or cheaper. We will either refund you the difference or invoice you to pay the extra via email.
8.Do you offer returns labels?
Please visit the Delivery and Returns page on our website selecting the appropriate country for more information on how to return.
9.Where should I send my return?
Once you have submitted your return request you will automatically receive an email with full instructions of how and where to return your order back to us.
10.What do I need to include in my return?
Please include the item(s) you are returning and also your packing slip that was included with your order. This will allow our Returns Team to know the return is from you and can efficiently process all returns.
11.How long does it take to receive my refund?
Once your return has been processed by our Returns Team (please allow 2 -3 days for processing),please allow up to 14 working days for us to refund you.
12.When will the refund be shown in my account?
Once your refund has been processed it can take up to 5 working days for the refund to be shown in your account. Please note this is controlled by individual card providers and we do not have any control over this.
GIFTCARDS AND STORE CREDIT
1.How long is my Gift Card or Store Credit valid for?
Gift Cards purchased on our stores are valid for 12 months.
Store credit issued for returned goods is valid for 6 months.
2.Do I have to use all the credit in one transaction?
You do not have to use your credit in one go. Simply within the 12 month period, or until the funds have been used!
3.How do I apply my credit?
Once at the checkout, please copy and paste your unique code into the giftcard box. This will then apply to your order.
4.I forgot to apply my giftcard or store credit.
Please contact our Care Team who will be able to advise further.
CUSTOMER CARE
1.How do I contact your Customer Care Team?
There are several ways to get in touch, either by email, phone or direct on our social channels.
2.How quickly can I expect a response?
We always aim to get back to you in 24 hours, normally it is much quicker than this!
3.What do I do if I don’t get a reply?
If you have sent us an email and not had a reply, please first check your spam or junk folders.
ORDERING
1.How do I place an order online?
Browse our products online using our collections feature on our site or you can use the search function if you are looking for a specific item.
Then add your item(s) to your bag and proceed to checkout.
2.What happens once I have placed my order?
Once you have placed your order you will get an automated order confirmation email. This will include your order number, details of the order including your delivery address.
3.Do I need to set up an account to place an order?
You can either log into your Saint and Sofia account using your email address and password. Alternatively, if you do not have an account you may wish to check out as a guest.
4.Can I place my order over the phone?
Please call our Customer Care line for more details on placing an order over the phone with us.
5.I have placed my order but haven’t had a confirmation email
Order confirmations are automated. If you cannot locate this, we recommend to check your spam or junk folder just in case your order confirmation has gone in there (sometimes this happens)
If it is not in there please use this link to contact us. Our Customer Care Team will be happy to help.
6.How do I change/ cancel my order?
Our Fulfillment Teams work hard to dispatch all orders as quickly as possible. In some cases this means we are unable to amend or cancel orders.
Please reach out to us contact us so we can check the status of your order and advise further.
PAYMENT
1.What methods of payment do you accept?
Payment can be made by Visa, Visa Electron, Visa Debit, MasterCard, American Express, Maestro, Diners Club, JCB debit and major credit cards, and any other methods which may be advertised on the site from time to time.
All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
2.When will I be charged?
Payment will be debited and cleared from your account upon your order being accepted by us.
3.Pricing
Prices shown on our sites are in GBP, Euros, US Dollars (or other currencies from time to time) and are inclusive of Sales Tax (VAT in the UK) at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top right hand corner of the site.
5.How do I use my giftcard?
You should have received an email with your Saint and Sofia giftcard. Please copy and paste your unique 16 digit code.
Once you have selected the item(s) and added to basket please paste your unique giftcard number in the giftcard and discount box for this to be accepted as payment.
DELIVERY INFORMATION
1.When can I expect my order?
Customers can choose from Standard or Express shipping services at checkout. Please check this as this will give an estimated transit time once your order has been dispatched.
2.How will I know my order has been dispatched?
As soon as our warehouse has dispatched your order you will receive a shipping confirmation email. This will include your tracking link.
3.How can I track my order?
You will be able to use the tracking link in your shipping confirmation email to follow your parcel’s journey.
Please note, tracking can sometimes take up 12- 24 hours to update.
4.What if my tracking link is not working?
We advise it can take up to 24 hours for tracking to update. If it has been longer than this, please contact us and we can help further.
5.It says my order has arrived but it hasn’t
All of our parcels are sent using a tracked service so we recommend checking this first.
If tracking says this has updated we ask you to check around the property or possibly with neighbours. If you are still unable to locate your parcel please contact us
RETURNS
1.What is your returns policy?
You have 14 days to let us know if you would like to return your item back to us using the Return An Item request page on our website. You then have a further 14 days to return this back to our Returns Centre.
We offer 365 day returns for exchange or store credit if you are outside the 14 days policy.
2.Can I return an item if it has been worn?
Please note all returned items need to be in a resellable condition. This means not worn and including original packaging and tags
3.Are there any items that are except from returns?
Please note for hygiene reasons we cannot accept the return of earrings.
We cannot offer refunds on swimwear if the original packaging and/or hygiene seal has been removed.
4.How do I return an item for refund, exchange or store credit?
Please let us know within 14 days if you would like to return an item back to us. You can do this by visiting the Return An Item page on our website. You will need your order number and email address to submit this request.
5.Can I exchange my order?
Of course! Please submit your return request using the Return An Item page on our website and let us know what you would like as your exchange. As soon as your return is received back and processed by our warehouse we will create your exchange (usually same day) and you will receive a new order confirmation email.
6.How long will my exchange take?
We always try to process these as quickly as possible. Once our warehouse has let us know this has been received back we will let you know via an email notification, then sort your exchange order.
7.What if the exchange item is a different price?
Not to worry if the exchange item is more expensive or cheaper. We will either refund you the difference or invoice you to pay the extra via email.
8.Do you offer returns labels?
Please visit the Delivery and Returns page on our website selecting the appropriate country for more information on how to return.
9.Where should I send my return?
Once you have submitted your return request you will automatically receive an email with full instructions of how and where to return your order back to us.
10.What do I need to include in my return?
Please include the item(s) you are returning and also your packing slip that was included with your order. This will allow our Returns Team to know the return is from you and can efficiently process all returns.
11.How long does it take to receive my refund?
Once your return has been processed by our Returns Team (please allow 2 -3 days for processing),please allow up to 14 working days for us to refund you.
12.When will the refund be shown in my account?
Once your refund has been processed it can take up to 5 working days for the refund to be shown in your account. Please note this is controlled by individual card providers and we do not have any control over this.
GIFTCARDS AND STORE CREDIT
1.How long is my Gift Card or Store Credit valid for?
Gift Cards purchased on our stores are valid for 12 months.
Store credit issued for returned goods is valid for 6 months.
2.Do I have to use all the credit in one transaction?
You do not have to use your credit in one go. Simply within the 12 month period, or until the funds have been used!
3.How do I apply my credit?
Once at the checkout, please copy and paste your unique code into the giftcard box. This will then apply to your order.
4.I forgot to apply my giftcard or store credit.
Please contact our Care Team who will be able to advise further.
CUSTOMER CARE
1.How do I contact your Customer Care Team?
There are several ways to get in touch, either by email, phone or direct on our social channels.
2.How quickly can I expect a response?
We always aim to get back to you in 24 hours, normally it is much quicker than this!
3.What do I do if I don’t get a reply?
If you have sent us an email and not had a reply, please first check your spam or junk folders.