Refund policy
Sophia & Grace London | Return and Refund Policy
Last Updated: 25-09-2025
Thank you for shopping with us at Sophia & Grace London. Our return and refund policy aims to ensure a smooth and transparant experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds and exchanges.
Scope and Contact Information
For questions regarding returns and refund, please contact us through any of the methods below:
- Email: info@sophiagracelondon.com
- Phone: +31 6 5289 2379
- Address: Hekelhof 18, 2201ET Noordwijk aan Zee, Zuid Holland, the Netherlands
Policy Overview
- Return Period: Items can be returned within 30 days of delivery.
- Refund Processing Time: we will process your refund within 7 business days
- Return Shipping Costs: The costs of returns are always the responsibility of the customer, unless the product is defective or incorrect.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our return instuctions below.
Return Conditions
we offer returns under the following conditions:
- Return Window: Items can be returned within 30 days of delivery.
- Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
- Receipt or proof of Purchase: Required for all returns.
- Exceptions: Certain products, such as custom or personalized items and hyhiene products (e.g., undergarments, are non-returnable unles unopened and unused.
Return instructions
To start a return, please follow these steps:
- Contact our Customer Service: E-mail info@sophiagracelondon.com with your order number, reason for return, and any supporting photos if applicable.
- Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
- Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
- Shipping: Use a reliable shipping service with tracking. The shipping costs of returns are always the responsibility of the customer, unless the product is defective or incorrect.
Refund Policy
- Processing Time: Approved refunds will be processed to your original payment method within 7 business days. Your bank or credit card provider may require additional time to post the refund
- Confirmation: You will receive a confirmation e-mail once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at info@sophiagracelondon.com
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 30 days of delivery, and we'll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, pleas follow the return process and than place a new order for the correct size.
Exceptions and Special Cases
- Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We'll arrange a return at no cost to you and offer a replacement or full refund as per your preference
- Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.
- Lost packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Processing Times
- Return Window: Items can be returned within 30 days of delivery.
- Refund Issuance: we will process your refund within 7 business days.
Contact Information
If you have further questions or require assistance with returns or refunds, please reach out:
- Store Name: Sophia & Grace London
- Company Name: Back on Rails | Digital Marketing
- Chamber of Commerce (KvK): 66815797
- VAT Number: NL002415478B23
- Email: info@sophiagracelondon.com
- Phone: +31 6 5289 2379
- Address: Hekelhof 18, 2201ET Noordwijk aan Zee, Zuid Holland, the Netherlands
- Opening Hours: Monday to Friday, 09:00–17:00