For all order related enquiries, please email cs@soextra.co.uk. Instagram/Tiktok/Facebook Dm's/Messenger are not monitored for order related issues, if you need assistance with your order please email us from the email used to order and the order number as the email subject line.  This is an example of the format:Jane.smith@gmail.com (email used to place the order)RE: Order #10011 We get a lot of correspondence from you girls using multiple different names, please try and stick to the name used in the order as it is confusing when your order name, shipping address name, email name, instagram username and online screen name are all different names/variations. Please also understand messaging us from accounts with usernames along the lines of 'thebaddestofthemall' without any details is not going to help us locate your order or resolve your issue any quicker.If your order is in regards to any coat/fur/faux fur item, please see below:The item you ordered is on a 2-3 week turnaround time, this is stated in the product description, the top banner of the website, the top of the collection page and also your order confirmation email.Please stick to using our email CS@SOEXTRA.CO.UK for any order issues.We aim to reply within 24 hours and all emails are cleared through every 48-72 hours so you will have a reply by then. 

The goods must be returned to us in the condition they were dispatched, complete with all packaging and in a re saleable state. Strictly no signs of wear, fake tan/makeup etc. Sale items are non returnable. Some items are sadly EXEMPT from return for refund due to health and hygiene reasons. These include swimwear/jewellery and will be stated on each item.Our handmade and pre order/fur items are STRICTLY exchange only. They are custom made specially for you. We're sorry to say once your order has been placed with these items we are unable to cancel. We advise you read all item descriptions thoroughly before purchasing ie TURNAROUND TIMES ETC. This is your responsibility to understand these terms before purchasing. Bear in mind during our busy periods this time frame may be extended.A mutual agreement is formed once order has been placed. You are solely reliable on ensuring all product information has been agreed with before purchase.  So Extra protects all rights to reject any items if we redeem your item to have been tampered with, caused damage or make unauthorised alterations to obtain a full refund. How do I return my item?Need to return your order? We're almost certain you will love your newbies however no drama if not! Please ensure your parcel is returned within 14 days from your parcels delivery date with your name or order number inside. Without this we may experience delays.The returns address is: 8 HARRISON COURTPLUCKLEY ROADCHARINGTN27 0BZ Sadly we are unable to offer free returns service. The parcel remains your responsibility until we have the parcel in hand. We advise for all returns to be sent back using a tracked/signed for service. The parcel will remain your responsibility until received and signed by us.Our returns address can be found on the bottom of the invoice slip included in your order. When will I get my refund?As soon as we receive your return we will double check your order over before starting the refund process. Refunds can take up to 10 days from the date we receive your return however we aim to process sooner where we applicable. All refunds will be returned to the original payment method used at checkout. Depending on how you paid can impact the refund process. For example PayPal may be instant however card payments can take 3/5 days to issue the refund from the date we process. Once your refund has been made we will be sure to let you know!Mobile Terms of ServiceSo ExtraLast updated: March 1, 2023The So Extra mobile message service (the "Service") is operated by So Extra (“So Extra”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.By consenting to So Extra’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of So Extra through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with So Extra. Your participation in this program is completely voluntary.We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.You may opt-out of the Service at any time. Text the single keyword command STOP to SoExtra or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other So Extra mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.For Service support or assistance, text HELP to SoExtra or email cs@soextra.co.uk.We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.DeliveryWe ship with DPD NEXT DAY and where applicable and items are in stock, items ordered before 10am should be with you next working day. All fur/faux fur/handmade orders are on 3 week turnaround time due to them being made to order. Please bear this in mind when ordering. The shipping options are as follows:DPD (3-5 day dispatch) £5DPD OVER £70 FREE SHIPPING Please bear in mind the above delivery options are set out using a general time frame. You will need to consider the time and day the order was made to approximate your delivery day. Occasionally, parcels can arrive outside of the time frame given. This is out of our control and will be solely down to the speed your parcel moves through the postal network. Your parcel is fully tracked and you will receive delivery updates  - including the day and time your parcel will be arriving. We have chosen the safest and more reliable service to keep you covered! If you chose for your parcel to be left in a 'safe place' then you will be directed to agree to the couriers terms and conditions for this. You will manually be entering into a mutually binding agreement that the 'safe place' is your responsibility and if the parcel should go missing then the courier company will not compensate. We strongly advise that the 'safe place' is either with a neighbour you trust or in a lockable, secure place otherwise once entered into this you are wavering all rights for any compensation from ourselves or courier company.If for whatever reason your parcel has been lost or delivered and is not in the location it has been photographed in, we will be only issuing replacements or gift cards of the same value, we will not under any circumstances be refunding 'stolen' items due to a large amount of fraudulent claims.