US/ CANADA (856) 452-0098 UK/ GLOBAL +442033180055 3-4 Days free delivery on order over $50 in USA, UK, CANADA & AUSTRALIA

FAQs

How do I register for an account?

Please go to our Register page to register for an online account with The Sovran Group.

How do I sign in and sign out of my account?

Select the 'Sign In' option at the top of the page and enter your username and password. To sign out of your account, please select the 'Sign Out' option.

How can I change my details?

Please select 'Change Personal Details' after signing in. You can log in to your account on the Sign In page.

I have forgotten my password. What can I do?

You can request a new password by clicking on 'Forgotten Password?' on the Sign In page. We will reset your password and send you a new one.

If you can't remember the email address you registered with, or if you have problems signing in to your account, then please contact our Customer Service team.

How do I unsubscribe from the mailing list?

Please follow the 'unsubscribe' link from any of our email newsletters. Alternatively, you can let us know by Live Chat or email.

It can take up to four weeks for your preferences to be registered on our system, so you may still receive emails from us during this period.

How to find my dress size? Do you have International sizes available?

Please see our Size Guide page for a list of all dresses type to select a right fit for you.

Is 4x6, 5x7 and 8x10 sizes of photo we can use or outer size of your photo frames?

4x6, 5x7 and 8x10 are sizes of the photos which you can use in picture frames.

Are you photo frames and other home décor made of non-endangered material?

Absolutely yes! These picture frames and other gift items are made from buffalo bone and pine MDF board which is processed and purify through the government factories in India.

Then bone is sold to rural craftsmen by the Indian government to encourage rural regeneration, development, and to re-enforce the government ban on ivory and ebony.

What are my delivery options?

Please see our Delivery & Returns page for a list of the delivery options we offer.

What happens if I miss my delivery?

If our couriers are unable to obtain a signature they will attempt one further delivery at a later date.

If this delivery attempt is also unsuccessful, a calling card will be left and your parcel will be returned to your local carriers’ depot.

How can I track my order?

Please go to the Track Your Order page to track your order. You will need to enter your order reference number, which is provided in your order confirmation email.

How do I return my products?

Please see our Delivery & Returns page for information on how to return your products.

What is your Returns policy?

Please refer to our Delivery & Returns page for details of our returns policy.

What is your Christmas Returns policy?

If you wish to return unwanted Christmas gifts purchased before 24th December 2018, they must be received into our returns warehouse by the 25th January 2019 (usual exceptions apply). Refunds are processed to the original payment card.

How do I know that I have successfully placed an order?

We will send you an email to acknowledge that we have received your order. You can track your parcel online by clicking the link shown on your email or by signing in to your online account and selecting 'Order History'.

Can I cancel or amend my order?

Please contact our Customer Service team should you wish to cancel or amend your order and a member of the team will guide you through the process.

How can I pay?

We accept the following payment methods online:

  • Visa
  • Visa Debit/Delta
  • MasterCard
  • JCB
  • Maestro UK and International
  • American Express
  • PayPal
  • Alipay
  • Apple Pay
  • Android Pay
  • TSG Gift Card

The payment methods accepted may vary depending on the currency in which you wish to pay or the destination country.

Please see our Terms & Conditions for further information on how you can pay for your order.

Please see our Delivery & Returns page for a list of countries we deliver to.

Which currencies can I pay in?

You are able to pay for your order in any of the following currencies:

Australian Dollar Egyptian Pound Pakistani Rupee
Bahraini Dinar Euro Panamanian Balboa
Bangladeshi Taka Honduran Lempira Paraguayan Guarani
Barbados Dollar Hong Kong Dollar Peruvian Nuevo Sol
Belize Dollar Hungarian Forint Philippine Peso
Bolivian Boliviano Indian Rupee Polish Zloty
Brazilian Real Indonesian Rupiah Qatari Riyal
British Pound Israeli Shekel Romanian New Leu
Bulgarian Lev Jamaican Dollar Russian Ruble
Cambodian Riel Japanese Yen Saudi Riyal
Canadian Dollar Jordanian Dinar Singapore Dollar
Cayman Islands Dollar Kuwaiti Dinar South African Rand
Chilean Peso Lebanese Pound South Korean Won
Chinese Yuan Renminbi Malaysia Ringgit Sri Lankan Rupee
Colombian Peso Maldivian Rufiyaa Swedish Krona
Costa Rican Colón Mexican Peso Swiss Franc
Croatian Kuna New Zealand Dollar Taiwan Dollar
Czech Republic Koruna Nicaraguan Córdoba Thai Baht
Danish Krone Norwegian Krone Turkish Lira
Dominican Peso Omani Rial United Arab Emirates Dirham
United States Dollar

You can change the currency by clicking on the flag icon at the top of the page and select your preferred currency and delivery destination. You can also update your currency of choice during checkout.

How do I know what duties and taxes I will pay?

All prices shown on the website are not inclusive of local VAT or sales taxes for your chosen delivery destination, where applicable. In addition, local import taxes may be applied to your order.

How do I use TSG e-Gift Card online?

At the checkout, enter your TSG e-Gift Card number. The total balance of one Gift Card will be used before a second payment method is requested.

How can I check my Gift Card balance?

Please visit the Gift Card Balance page to check your balance. You will need to enter the 16-digit your Gift Card Number.