FAQ
Quick answers about delivery, payment and returns.
Where do you deliver?
We deliver across the whole of the United Kingdom, including the Scottish Highlands, islands and Northern Ireland. We do not currently deliver outside the UK.
How much does delivery cost?
Standard delivery is free on all orders, with no minimum spend.
How long does delivery take?
We process orders within 1–2 business days. After dispatch, delivery usually takes 3–6 business days, so please allow 4–8 business days in total. These are estimates, not guarantees.
When will I get my tracking number?
Once your order is dispatched, we email you a shipping confirmation with tracking details. See our Order Status page for more.
What payment methods do you accept?
You can pay by card and by any other options shown at checkout. All prices are in pounds sterling (GBP). See our Payment Methods page.
Do your prices include VAT?
Soratchen is not VAT-registered, so VAT is not added to our prices. The price you see is the price you pay.
Can I return my order?
Yes. You have 90 days from delivery to return eligible items. Items should be unused, in their original condition and in their original packaging. This is in addition to your legal rights, and within the first 14 days you can cancel for any reason without needing the original packaging. Returns are free (see below). See our Returns & Refunds page.
When will I get my refund?
For a 14-day cancellation, we refund you within 14 days of receiving the goods back or of receiving proof that you have sent them back, whichever is sooner. For a 90-day return, we refund you within 7 business days of receiving your returned item and approving the return. The refund goes back to your original payment method. Your bank or card provider may take a little longer to show it.
Who pays for returns?
We do. Returns are free: for every eligible return, including 14-day cancellations, 90-day returns and faulty or wrong items, we email you a prepaid return label. Returns go to 9 Marchwood Avenue, Bathgate, EH48 1DB, United Kingdom. Please wait for our return instructions before you post anything.
Do you charge restocking fees?
No. We do not charge restocking fees for approved returns.
Can I cancel my order?
If your order has not been dispatched, email us as soon as possible and we will cancel it and refund you. Once an order has been delivered, you can still cancel within 14 days of receiving it, or return it under our 90-day returns policy.
What if my item arrives damaged or is not what I ordered?
Please contact us within 7 days of delivery where you can, ideally with photos. If an item is faulty, you can reject it for a full refund within 30 days of delivery, or ask us for a repair or replacement. This is under the Consumer Rights Act 2015 and does not affect your legal rights, which you can use at any time.
Are your wooden products all identical?
Not always. Wooden products vary, so small differences in grain, colour and texture can occur from piece to piece. These differences are not faults.
Is my payment information secure?
Yes. Payments are taken through secure, encrypted payment systems. We do not store your full card details.
How can I contact customer support?
Email contact@soratchen.co.uk or call +44 7724 620330.
What are your opening hours?
Monday to Friday, 9:00 – 18:00 UK time. We aim to reply to every message within one business day.
Where is Soratchen based?
Why shop with Soratchen?
Free UK delivery, 90-day returns on eligible items, secure checkout, clear policies and friendly support.
Can't find your answer? Our team will be happy to help.
Saturday – Sunday: closed