FAQs

Will COVID-19 affect my delivery? 
Due to the COVID pandemic, please be aware that UK parcels can take up to an extra 3 working days to arrive, EU an extra 7 working days and ROW an extra 10 working days. Please use the tracking link emailed to you to follow your parcels journey. If you have any specific questions relating to your order, please email our customer service team at hello@thisissefi.com
Tracked shipping options:
UK Standard: £4.99 
EU: £8.99 
ROW (incl. CANADA) £15.99 
Some countries charge a duty or tax on packages imported from the UK over a certain value. If your order exceeds the maximum amount, you may be asked to pay a duty fee to receive your order. Please check your country's tax specifications prior to placing your order, as we cannot be held responsible for any tax payments. 
How long will my parcel take to get to me?
Our current processing time to dispatch an order from our warehouse is 3-5 working days (Monday-Friday), not including the day the order was received.  

Once your parcel has been dispatched from our warehouse, it will take:
UK Standard: 3-7 working days 
Europe: 5-9 working days 
Rest of World: 10-14 working days 
(Working days are Monday to Friday, excluding UK Bank Holidays)
Where is my order?
Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.  
I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?
These sometimes go into your spam folder so please check this first and then email customer service at hello@thisissefi.com with your name and they will be able to help locate your order details. 
My tracking number isn’t working, what shall I do?
Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact hello@thisissefi.com with your name and order number. 
My items still haven’t been shipped and I haven’t received a refund, what shall I do?
Please contact hello@thisissefi.com with your name and order number. 
What do I do if I get a request for VAT payment by the courier company?
Please send details to customer service and we will make immediate direct payment to the courier company.
What payment methods do you accept?
You can purchase on our website using a debit or credit card, and we offer Paypal, Apple Pay and Google Pay. You can also use a SEFI gift card.  
Which currency will I be charged in?
We currently only support GBP for items and shipping fees. For international currencies, please note your bank and payment method may apply the corresponding conversation rate of the currency you choose, and additional processing fees. 
What do I need to provide when I make a purchase?
You will need to provide your email, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.
What happens if I cancel or return my pre-order?
You can cancel at any time by emailing hello@thisissefi.com, you will receive an email confirming the refund and should see the money back in your account within 3-5 business days.
Is my payment information safe?
Payment information is processed securely by Stripe. No card details are transferred to or held by SEFI.
I have asked for a refund. How will I be refunded?
Refunds are issued directly back to the debit or credit card used at checkout. You will receive an email confirming this process when you refund.
What is the material breakdown of the products?
The seamless garments are 92% polyamide and 8% elastane. The ribbed seamless garments are 95% polyamide and 5% elastane.
How long will it take to get responses from customer service?
We aim for all emails to be answered within 24 hours.
What is the packaging made from?
The garments come in a 100% recycled and recyclable plastic bag. The courier bag used for delivery is 100% recycled.