Processing Guidelines
All orders are processed pending availability and credit card verification. Orders placed Monday through to Friday before 4pm will begin processing on the same day. Orders placed after 4pm will be processed the following day. Orders placed on Friday after 5pm and through the weekend will begin processing on the following Monday. Self-portrait will contact you if the merchandise you have ordered is out of stock or if additional identification is needed for credit card verification.
Most items ordered are processed within the same day.
Delivery
If you place your order by 4pm Monday to Thursday, you will receive your goods within the next 2-3 working days (UK/Europe) and 5-7 working days (International).
Any orders placed after 4pm on Thursday and on Friday before 4pm will be delivered from the following Monday.
Any orders placed after 4pm on Friday and during the weekend will be delivered from the following Tuesday.
Please note we do not deliver on UK Bank Holidays and your order will be delivered 2 working days later.
A tracking link will be sent to you once your order reaches the courier we are using for your delivery, for you to be able to follow it all the way to your front door.
The cost of UK 2-3 working days delivery is free.
Our carrier will deliver your parcel between 9am and 9pm. A signature may be required on receipt. If you are not around to accept your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.
International Shipment Costs and Methods
Delivery within 2-7 working days. International shipping charges do not include taxes or duties. Please contact your local customs office to request details of these charges. (Shipping fee of £12.99 applies for any orders below £300, while any order above £300 is free).
Delivery to Mainland China: Shipping fee of £15.00 applies on all orders. All orders will be sent on DDP (Delivery Duty Paid) service.
Shipping to the Russian Federation: Shipping to Russia can take up to 3 weeks, dependent on Russian Customs restrictions.
International Shipping Policies
You may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; self-portrait has no control over these charges and cannot predict what they might be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.
Customs policies vary widely from country to country; contact your local customs office for more information. When ordering from self-portrait you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.
Refused Shipments
If you choose to refuse your shipments, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to our UK address. This amount will be deducted from your merchandise refund.
Returns & Exchanges
Returns and exchanges are accepted on most merchandise within 14 days of receipt, for items that have not been worn, altered or washed, without make-up marks and with all tags attached. Original shipping charges are non-refundable. All orders received with Make-Up marks will be returned to sender.
You will need to return the order to us by secure means to ensure it reaches us in good condition, at your own cost.
Cancelled items must be returned unused and in their original condition, from the original delivery country.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice.
For international returns please mark clearly "British Returned goods - No commercial value" as description of the shipment. If this indication is not clearly stated, custom duty charges may applied and the amount will be deducted from your merchandise refund.
Please send your return to:
self-portrait c/o ILG
Attention: Returns
Address:
Unit 7 Sterling Park Industrial Estate
Gatwick Road, Crawley
Gatwick RH10 9QT (UK)
All returns must be shipped to our warehouse within 14 days of receiving your order. Please return your order to us by secure means, at your own cost.
Purchases made online cannot be accepted for return or exchange in store.
How Do I Make An Exchange?
You can change the size of a purchased style within the first hour. Once the order status shows SHIPPED, you will need to contact our customer services.
If you want to swap a style, you will need to complete a refund on the unsuitable order and re-order the desired style.
You have 14 days from the delivery date to refund an item.
You can cancel an order within the first hour. If the order status shows SHIPPED, you will need to return the item within 14 days of receiving it.
In case of dispute, we recommend you retain proof of sending when returning your order.
When will my credit card be refunded?
Once merchandise has been received, your refund will be processed within 30 working days. You will be provided with email notification once your refund has been processed. Please note that it may take a few working days for your banking institution to post the refund to your bank statement.
Damaged or defective goods
At self-portrait we are committed to selling only first-quality fashions and accessories. To that end, we employ several quality checks before an item is shipped. If you have received a damaged or defective item, please notify us by email at info@self-portrait-studio.com within 14 days of receiving the order to be eligible for a refund. After 14 days, we will attempt to repair or obtain a replacement, but we are unable to refund.
PAYMENT
Payments can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, Maestro debit cards via Sage Pay and Pay Pal. You must confirm that the credit/debit card that is being used is your own or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to self-portrait, we will not be liable for any delay or non-delivery.
To help ensure that your shopping experience is safe, simple and secure self-portrait-studio uses Secure Socket Layer (SSL) technology. This encrypts and protect the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click to find out infromation about the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with "https:" instead of the normal "http:". This means that you are in secure mode.
VAT Number: UK 166 6986 48
Ireland IE3416248 LH
Germany 25/246/18662
France FR87 820245314
Company Register number: 8537264
Address:
Self-Portrait Limited
Unit 207,
Impact centre,
12-18 Hoxton street,
London N1 6NG (UK).
Why do I need to register?
Creating an account with us means you can shop faster and keep track of your orders and returns.
I've forgotten my password and can't log in.
Please click here and we'll send you a password reminder.
What payment methods do you accept?
You can pay for your order using your PayPal account and all major Credit Cards.
Privacy Policy
We will treat all your personal details as confidential and we do not sell any personal information to the third parties. All personal information is processed in accordance with Data Protection Act 1998.
Can I cancel my orders?
If you've changed your mind, you can cancel your order by emaling us at info@self-portrait-studio.com or calling us at +44 (0) 2077297153 within the first hour after receiving your confirmation. If the order has been shipped you will need to send back the item/s before being refunded.
Can I change my order once it has been placed?
You can change item size within the first hour, afterwards you cannot alter any information. If you need to change the delivery address before the order is labelled as SHIPPED, please contact the customer services.
Why has my order been cancelled?
Your items may be out of stock. Please contact our customer services team, or we will contact you as soon as our system acknowledges the problem.
Can I order from overseas?
We ship to overseas destinations at a flat rate of £12.99, which takes 5-7 days. Shipping to China is charged at a flat rate of £15.00.
The item I want isn't available online. Will it be re-stocked?
We don't re-stock our collections once they've sold out, and are unable to manufacture one-off garments.
Can I get student discount online?
Unfortunately, we are unable to offer student discount online. We do however offer promotion codes via fashion magazines and via promotional email, so keep a look out for these fantastic promo codes.
What is preorder?
Selected items from our new collection can be bought in advance - pay now and we'll ship them to you as soon as the stock arrives. We'll also email you to let you know when your order is on its way. Please be aware that because of the "pre-sale" nature of such transactions, there might be a delay on the actual delivery date as the stated estimated delivery dates are only approximate and may vary.
I am paying with Paypal and I am getting an error
When Paying with PayPal you must have an active account in order to pay for the goods.
