Return Policy
Order Confirmation & Return Policy Acknowledgment
By placing an order through the Sophie's Closet website, you confirm that you have read, understood, and agreed to our Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You have reviewed and accepted our return conditions and applicable timeframes.
- You agree to follow the return procedure described in this policy.
- In the event of a payment dispute, chargeback, or claim, this policy together with all relevant order information and communication records may be used as supporting documentation.
Returns
We want you to be satisfied with your purchase from Sophie's Closet. If you are not completely satisfied with your order, eligible items may be returned within 30 days after delivery, provided that the following requirements are met.
Return Eligibility Requirements
To qualify for a return:
- Items must be unused, unworn, and unwashed.
- Products must be returned in their original condition and packaging.
- Items may only have been handled or inspected in a reasonable manner.
- The customer is responsible for all return shipping costs and handling fees.
Once we receive your return, it will be inspected and processed within 7 business days.
Sophie's Closet reserves the right to refuse returns that show signs of misuse, excessive wear, damage caused after delivery, or any condition that does not meet our return requirements.
How to Request a Return
To start a return request, please follow these steps:
- Contact us at info@sophie-closet.com within 30 days of receiving your order.
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Provide the following information:
- Order number
- Reason for the return
- Photos of the product (if the item is defective or damaged)
- Full name and shipping address
- Wait for our return instructions before sending anything back.
Please do not return products without prior approval from our customer support team. Unauthorized returns may not be accepted.
We strongly recommend using a tracked shipping service and keeping your shipping receipt until your return has been fully processed.
Defective or Damaged Items
If your order arrives damaged, defective, or incorrect, please contact us within 2 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos or a short video showing the problem
After reviewing your request, we may offer:
- A replacement item, depending on availability and the nature of the issue; or
- Another suitable solution depending on the circumstances.
In certain cases, returning a defective item may not be required.
Replacement orders are generally processed within 7–14 business days after approval.
Lost or Undelivered Orders
If your package appears to be lost during shipping:
- Contact our support team with your order number and tracking information.
- We will assist in investigating the shipment with the carrier.
- If the package is confirmed lost, we will work with you to provide an appropriate solution, such as a replacement or refund where applicable.
If a package is refused upon delivery, remains unclaimed, or is returned due to an incorrect shipping address provided by the customer, any refund may be reduced by applicable shipping and processing costs.
Order Cancellations & Right of Withdrawal
You may request cancellation of your order within 30 days of receiving your purchase, where applicable under consumer protection laws.
Please note that orders are processed quickly to ensure fast delivery. Once an order has been shipped, it cannot be canceled. In this case, you may request a return after delivery according to the return procedure described above.
To request cancellation before shipment, please contact:
The customer remains responsible for return shipping costs where applicable.
Chargebacks & Dispute Resolution
If you experience any issue with your order, please contact Sophie's Closet before opening a payment dispute. Our customer support team is committed to resolving problems fairly and efficiently.
If a chargeback or payment dispute is submitted, we may provide relevant documentation to the payment provider, including:
- Order confirmation details
- Shipping and tracking information
- Customer communication records
- Photos and supporting evidence
Submitting a chargeback without contacting us first may delay the resolution process.
Important Information
Please note:
- Approved returns must be shipped to the return address provided by our customer support team.
- Customers are responsible for return shipping costs unless otherwise agreed.
- Sophie's Closet is not responsible for delays caused by shipping carriers, customs procedures, or circumstances outside our control.
- Due to hygiene and safety reasons, certain products cannot be accepted for return if they have been used or returned in unsuitable condition.
- Return shipping and handling costs are not covered unless the item received is defective or incorrect.
Contact Us
If you have any questions regarding our Return & Refund Policy, please contact our Customer Support Team:
Sophie's Closet
Email: info@sophie-closet.com
We are happy to assist you with any questions or concerns regarding your order.