Return & Refund Policy

Last Updated: 10 October 2025
Last Reviewed: 10 October 2025

1. Introduction

Thank you for shopping with Sophia & Grace London. We want you to love every item you purchase, but if something isn’t quite right, our Return & Refund Policy ensures a simple and transparent process. We stand behind the quality of every item and are committed to ensuring your satisfaction with every purchase.

This policy complies with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

2. Scope & Contact Information

For any questions or support related to returns, refunds or exchanges, please contact us:

• Email: info@sophiagracelondon.com
• Phone: +31 6 5289 2379
• Address: Hekelhof 18, 2201 ET Noordwijk aan Zee, The Netherlands
• Store Name: Sophia & Grace London
• Company Name: Back on Rails | Digital Marketing
• Chamber of Commerce (KvK): 66815797
• VAT Number: NL002415478B23
• Opening Hours: Monday – Friday, 09:00–17:00 (CET)

3. Policy Overview

• Return Period: You may return eligible items within 30 days of delivery.
• Refund Processing Time: Refunds are processed within 7 business days after we receive your returned item.
• Return Shipping Costs: Customers are responsible for return shipping unless the item is verified by our team as defective, damaged or incorrect.
• Proof of Purchase: A receipt or order confirmation is required for all returns.

4. Order Cancellations

Orders may be cancelled within 2 hours of purchase (based on UK time, GMT) by contacting our customer service team. If your order has already shipped, please follow the return steps below once it arrives.

5. Return Conditions

• Items must be returned within 30 days of delivery.
• Products must be unused, unwashed, and in their original packaging with all tags attached.
• Proof of purchase is required.
• Certain products, including customised or personalised items and hygiene-sensitive goods (such as undergarments or pierced jewellery), cannot be returned unless unopened, unused, and in their original sealed packaging.

5a. Eligibility Reminder

Only items purchased directly from https://sophiagracelondon.com are eligible for returns under this policy. We cannot accept returns from unauthorised resellers or third-party platforms.

6. How to Initiate a Return

1. Contact Customer Service: Email info@sophiagracelondon.com with your order number, reason for return and photos if applicable.
2. Receive Authorisation: Our team will issue a return authorisation and provide detailed return instructions.
3. Package the Item: Repack your item securely with the original packaging and attach the provided return form.
4. Ship the Parcel: Use a reliable courier service with tracking and keep proof of shipment for your records.

Note: Return postage costs are borne by the customer unless the item is defective or incorrect. Returns sent without prior authorisation may not be accepted or refunded.

Definition of Defective or Incorrect Products

A product is considered defective if it arrives damaged, broken, or not functioning as intended due to a manufacturing fault or quality issue beyond normal wear and tear.

A product is considered incorrect if the item you received differs from what you ordered — for example, the wrong size, colour, or product style.

Please notify us within 4 days of delivery if you receive a defective or incorrect product so we can resolve the issue promptly.

7. Refund Process

• Processing Time: Once your return is received and approved, refunds are issued to your original payment method within 7 business days.
• Confirmation: You’ll receive a confirmation email once your refund is processed.
• Bank Timelines: Depending on your payment provider, it may take additional days for funds to appear in your account.
• Transparency: If your return does not meet our eligibility criteria, our team will contact you with an explanation before any action is taken.

7a. Refund Method & Currency

All refunds are issued to the original payment method used at checkout. Refunds are processed in GBP (£). Any currency conversion fees charged by your payment provider are not reimbursed by Sophia & Grace London. Refunds are not issued in cash or store credit unless explicitly agreed upon.

8. Exchange Policy

• We offer exchanges for defective or incorrect items at no additional cost.
• Contact us within 30 days of delivery.
• We will provide a pre-paid return label and send the correct item promptly.
• If the requested replacement item is out of stock, we will issue a full refund instead.
• If you ordered the wrong size or style, please follow the standard return process and place a new order for the correct item.

9. Exceptions & Special Cases

• Defective or Damaged Items: Notify us within 4 days of delivery with photos. We’ll arrange a free return and offer a replacement or full refund.
• Incorrect Product Received: Please contact us within 4 days of delivery. We’ll cover return shipping and send you the correct item at no cost.
• Lost Packages: If your parcel hasn’t arrived within the estimated timeframe, contact us so we can initiate an investigation with the courier.

9a. Non-Delivery or Refused Packages

If a parcel is returned to us because it was refused or not collected from the delivery depot, the return shipping costs will be deducted from your refund. Repeated refusal of parcels may result in account suspension or restrictions on future orders.

10. Processing Times Summary

• Return Window: Items can be returned within 30 days of delivery.
• Refund Issuance: Refunds are processed within 7 business days after we receive your returned item. (Your bank or card provider may take additional time to post the refund.)
• Defective or Damaged Items: Please notify us within 4 days of delivery and include clear photos so our support team can assist you promptly.

11. Compliance Statement

This policy is designed in accordance with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 to ensure fair and transparent treatment of all customers. While our store primarily serves customers in the United Kingdom, this policy applies to all eligible orders placed through our website.

12. Amendments

We reserve the right to update or modify this Return & Refund Policy at any time to reflect changes in our practices or legal obligations. The latest version will always be available on this page.

Related: Shipping Policy  |  Cookie Policy  |  Privacy Policy

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