Frequently Asked Questions

Shopping with Brightsteps & SenHub

We want ordering to feel simple and clear. Here are answers to the questions customers ask most often.

What offer can I use on my first order?

Use code WELCOME20 at checkout for 20% off your first order over £40.

Do you offer free delivery?

Yes. We offer free UK delivery on orders over £40. Delivery options and any costs for smaller orders are shown at checkout.

Why are many products made to order?

Many items are produced only after an order is placed. This helps reduce overproduction and unnecessary waste. Because production begins after purchase, delivery can take a little longer than buying an item already sitting in a warehouse.

How long will my order take?

Production and delivery times vary by product and destination. Please check the product details and our Shipping Policy before ordering. Tracking information will be sent when it is available.

Can I change or cancel an order?

Email us as soon as possible at contact@brightstepssenhub.com. We will try to help, but changes cannot be guaranteed once production has started.

How do I choose the right size?

Please use the size information shown on the individual product page, as sizing can differ between garments. If you are unsure, contact us before ordering.

Are all products eco-friendly?

No. We only describe an item as organic or recycled when its product details confirm the relevant materials. Many items are made to order, which helps reduce overproduction, but this does not mean every material is sustainable.

What does SEN-friendly mean?

These products are selected with comfort and everyday practicality in mind. Sensory preferences are personal, so please check the listed materials, fit and construction carefully. Contact us if you need a specific detail checked.

How do returns work?

Please read our Refund Policy for eligibility and instructions. If an item arrives damaged, faulty or incorrect, contact us promptly with your order number and clear photos.

Still need help?

Visit our Contact page or email contact@brightstepssenhub.com. We aim to reply within 1-2 business days.