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5

Frequently Asked Questions

FAQ Intro

Below you will find answers to some of our most frequently asked questions. Our lovely Customer Service Team are on hand should you have any further questions, concerns or feedback. You can reach them on (0)20 7603 1522 or customerqueries@sophieconran.com and they will be delighted to help.

 

1. Products keep disappearing from my basket / When I get to the basket my products are not there
This is a browser caching and cookie issue. This can easily be fixed by clearing your browser cache. Firstly take note of the web browser you are using on desktop or mobile device then follow the steps below:

Apple Desktop - Chrome
1. Press the Chrome button in the top left corner and select Clear Browsing Data...
2. From the drop-down menu select Obliterate the following items from: the beginning of time
3. From the selection of checkboxes ensure that the option Cookies and other site and plugin data has been selected then press Clear browsing data

Apple Desktop - Safari 9
1. Press the Safari button in the top left corner and select Clear History...
2. From the drop-down menu select all history then press Clear History

Apple Desktop - Mozilla Firefox
1. Press the Firefox button in the top left corner
2. From the left hand column select Privacy
3. Now from the History section press remove individual cookies and then scroll down and select sophieconran.com
4. Now press the Remove All button

Windows Desktop - Internet Explorer
1. Select Tools (via the Gear Icon) then Safety and Delete browsing history...
2. Deselect Preserve Favourites website data ,and select Temporary Internet files or Temporary Internet files and website files
3. Select Cookies or Cookies and website data then press History
4. Press History then click Delete. You will see a confirmation at the bottom of the window when the process is complete

iPhone / iPad - Safari
1. Select the Settings app
2. Scroll down and select Safari
3. Select Clear History and Website Data and confirm the action

iPhone / iPad - Chrome
1. Press the three dots symbol in the top left corner and then press Settings
2. Select Privacy then Clear Browsing Data
3. Ensure Cookies, Site Data has been selected then confirm this action by pressing Clear Browsing Data
2. Why are there grey/black markings appearing on my Portmeirion dinnerware? How can I remove them?
The glaze used on the Sophie Conran for Portmeirion range is extremely hard, harder in fact than many of the lower-grade metals that are used to manufacture cutlery, which can be quite soft (particularly stainless steel). In use, the hard glaze can abrade the cutlery leaving a deposit of metal on the surface that can look like a pencil mark. To remove the marks, Portmeirion advise using a product called ‘Bar Keepers Friend’ which can be purchased via the internet or in national stores. You could also try our Sophie Conran for Arthur Price cutlery sets, which are made of very high-grade steel that will not mark the glaze.
3. Is it possible to buy a replacement lid for my Sophie Conran for Portmeirion product?
We are delighted to now offer replacement lids for our White Porcelain Tea Pot, White Porcelain Small Tea Pot and White Porcelain Covered Sugar, which are available here (link to replacement lids page). At this time, all other products are only available to purchase as a full piece, however we are currently investigating options for the expansion of our range of replacement lids. If there is a specific lid you are interested in, please do let our Customer Service Team know so that they can keep you updated with developments, via customerqueries@sophieconran.com.
4. Where can I purchase Sophie Conran wallpaper?
For all wallpaper enquires please contact the fantastic team at Arthouse who manufacture and supply all of Sophie’s wallpaper ranges. You can reach them on 01706 230077 or customerservices@arthouse.com. They will be able to advise stockists, assist with samples and answer any general queries that you may have regarding the range.
5. Where are your Sophie Conran for Portmeirion products manufactured?
While the design, product development, packaging, marketing and sales teams are all based in the UK, we are proud to work with outstanding manufacturers around the world. The porcelain is made in China and is of the highest quality, not available anywhere else, and the glass is all hand-blown in Turkey. We endeavour to work with teams who can produce to our exacting standards, along with our partners Portmeirion Group PLC; "Our designers, testing lab and quality inspectors are based here in the UK to ensure all of our products meet our industry-leading quality standards."
6. Do you ship to countries outside of the UK?
Yes, we absolutely do! The easiest way to organise an international delivery is to get in touch with our lovely Customer Service Team, advising them of your address and the items you are interested in so that they can generate an accurate shipping quote for you. Alternatively, you can proceed with placing your order online as usual and our website will generate an approximate delivery charge when you enter your delivery address. Our Customer Service Team will then check your details, liaise with the courier and will get in touch should there be any discrepancy. We will always speak with you directly to arrange any additional payments or refunds required and make sure you are 100% happy before dispatching the products to you.
7. Do you offer trade discounts?
Yes indeed, we have recently launched our new Sophie Conran Trade Department! Should you wish to set up a trade account with us please email one of our fabulous Trade Client Managers (trade@sophieconran.com) to request a Trade Account Form. They will then be on hand to advise you of our trade discount requirements and work with you on any quotes and orders you wish to place.
8. Can I purchase wholesale to sell on in my own store?
Should you be interested in ranging any of Sophie's collections in your own store you will need to set up an account directly with the relevant suppliers and manufacturers whose contact details are found below:
Portmeirion (ceramics): +44 (0)1782 744721
Arthur Price (cutlery): +44 (0)1543 257775
Burgon and Ball (garden product): +44 (0) 114 233 8262
T & G Woodware (boards and rolling pins): +44 (0)1275 841 841
Arthouse (wallpaper): +44 (0) 1706 230077