Want to know our FAQs?

If you've got a question about Sostter, our marketplace, or the independent brands and makers we work with — start here.
We've answered the most common ones below, and we'll keep adding more as the platform grows and new brilliant brands join us.
If you still can't find what you're looking for, drop us a line.
We're real people and we'll write back.

Shipping & Delivery

How long will it take to receive my order?

Every brand on Sostter ships directly from their own studio, workshop or home — which means your order is packed by the actual person who made it, or someone who cares deeply about it. Rather lovely, when you think about it.

• UK Orders: Typically delivered within 2 - 4 working days.
• International Orders: Can take 5 - 7 working days d depending on where you are in the world.

For further details, please see our Shipping & Delivery page.

Where will my order be shipped from?

Directly from the brand — from their studio, their kitchen table, their workshop, their small team. This is what shopping small actually looks like in practice. It also means that if you've ordered from more than one brand in the same basket, your parcels will arrive separately and in different packaging. Each one will have been packed with care by a real person. We think that's rather better than a warehouse.

Can I track my order?

Yes — once your order has been dispatched you'll receive a tracking number by email so you can follow its journey to your door. If anything seems amiss or you have questions, drop us a message and we'll chase it down with the brand on your behalf. We're here to help.

Returns & Exchanges

What is your return policy?

Our brands are all independent makers and small businesses — our lovely partners who pour real care into everything they make and send. Each brand sets their own returns policy, so before returning anything please drop us a message and we'll share the details of that brand's specific policy.

Most brands will ask that items are returned in their original condition and packaging, and a full refund will then be issued. We ask that you support our makers as much as possible and understand that covering return shipping costs can be genuinely difficult for small independent businesses.

For full details please visit our Returns page — and thank you so much for your support. It means everything to the brands and to us.

How do I return an item?

Simply drop us a message with your order details and we'll guide you through the process. We'll connect you with the brand directly and make sure everything is sorted as smoothly as possible. The item will need to be in its original condition and packaging — just as it arrived with you.

Can I exchange my item?

We'd love to help make that happen. Drop us a message and we'll do our best to arrange an exchange with the brand directly. If your preferred size, colour or style is available, we'll do everything we can to sort it for you. If an exchange isn't possible, a full refund will of course be arranged once the item is returned in its original condition.

Customs & Duties

Do I have to pay duties or taxes?

For most international orders, import duties and taxes aren't included at checkout — they're set by your country's customs authority and sadly outside our control. We know it's not ideal, and we're sorry we can't wrap that up more neatly. What we can say is that every penny you spend still goes to a real independent brand doing something brilliant — and that's worth a lot.

How do I know if I have to pay customs charges?

It varies by country and by the value of your order. If you're ordering from outside the UK and want to be sure before you commit, your local customs office will be able to give you the clearest picture. We'd rather you know upfront than be surprised on the doorstep.

Who pays the customs charges?

Any import duties or taxes are the responsibility of the recipient on delivery. We know that's not the most exciting answer — but here's the thing: the brands you're buying from are independent makers, often tiny teams, sometimes just one person. They're already doing the hard work of packing and shipping your order with love and care. Keeping customs costs separate means they can keep their prices fair and their businesses sustainable. Thank you for understanding — and for choosing to support them. It genuinely makes a difference.

Payments

What payment methods do you accept?

We accept all major credit cards, PayPal, and a range of other payment options — you'll see everything available at checkout. We've tried to make it as straightforward as possible, because the sooner you've paid the sooner something lovely is on its way to you from one of our brilliant brands.

Can I use multiple discount codes?

Just one discount code per order, and codes can't be combined with other offers — we wish we could do more! The good news is that even without a code, every purchase you make goes directly to an independent maker doing something rather wonderful. That feels like a pretty good deal to us.

Order Issues

I made a mistake in my order, can I change it?

If your order has not yet been processed, we may be able to make changes. Please contact us immediately at [email protected]. If your order is already in transit, you’ll need to return the item once received.

What should I do if my item is damaged or faulty?

If your item is damaged or defective, please contact our customer service team immediately. We’ll arrange a return and issue a replacement or refund as appropriate.