Refund & Returns Policy

REFUND & RETURNS POLICY

Last updated: 15 July 2026

This Refund & Returns Policy applies to orders delivered to the United Kingdom and Ireland.

Nothing in this Policy limits or excludes any rights you have under applicable consumer law.

1. CHANGE-OF-MIND CANCELLATIONS

For most products purchased online, you may cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 calendar days after you, or a person nominated by you, receives the goods. If an order is delivered in separate parcels, the cancellation period begins when the final parcel is received.

After notifying us, you must send the goods back within a further 14 calendar days.

To begin the process, email info@sofielondon.uk with:

• your full name;
• your order number;
• the email address used for the order;
• the item or items you wish to return; and
• a clear statement that you wish to cancel and return the item or order.

After receiving your email, we will send you our Return Request Form and the product-specific return instructions.

Completion of the Return Request Form is required as part of our administrative returns process. It allows us to verify the order, record the request, identify the correct return destination and process the return efficiently.

However, a clear written statement sent to info@sofielondon.uk within the applicable legal time limit is sufficient to exercise a statutory cancellation right. Failure to complete our form does not invalidate a right provided by law. If the form is not completed, we may request the missing information and the administration of the return may be delayed until we have enough information to identify and process it.

2. CANCELLING BEFORE OR AFTER DISPATCH

If the order has not yet been dispatched, we will try to stop it. We cannot guarantee that an order can be stopped once processing has started.

If an order has already been dispatched, we may be unable to stop the parcel. You may need to receive it and then follow the return process in this Policy. This does not remove any cancellation right that applies by law.

Please do not refuse delivery unless we specifically instruct you to do so, as an unregistered refusal may delay the return and refund process.

3. CONDITION OF CHANGE-OF-MIND RETURNS

You may inspect and try on an item only in the same way that you reasonably could in a physical shop.

Please return items:

• unworn other than briefly trying them on;
• unwashed;
• unaltered;
• free from marks, scents, make-up, deodorant, pet hair or other signs of use;
• with tags still attached, where reasonably possible; and
• with the original packaging, where reasonably possible.

Your cancellation right is not automatically lost only because packaging has been opened. However, if handling beyond what is reasonably necessary has reduced the value of the item, we may make a lawful deduction from the refund to reflect that loss in value.

No restocking or administration fee is charged for exercising a statutory cancellation right.

4. RETURN ADDRESS AND RETURN POSTAGE

Do not send a return to the address printed on the original parcel and do not send a return before receiving our instructions.

Because our products may be fulfilled by different supply partners, return destinations vary by product. The return address may be outside the United Kingdom and Ireland. International return postage can be expensive.

For an ordinary change-of-mind return:

• you are responsible for arranging and paying the return postage;
• we do not normally provide a prepaid return label;
• we strongly recommend using a service that provides proof of postage;
• tracked shipping is recommended where available; and
• you are responsible for packaging the item securely.

Keep your proof of postage until the refund has been completed.

Items sent to an unauthorised or incorrect address may not reach the correct return facility and may significantly delay the return.

5. SIZE-CHANGE OPTION FOR NON-FAULTY ITEMS

If you ordered the wrong size, we may offer a simplified replacement-size option instead of a return.

Where offered:

• the option is discretionary and is not guaranteed;
• the replacement size must be in stock;
• it is available once per item;
• you may keep the original item;
• you pay only the delivery charge quoted to you before accepting the option; and
• no further size replacement will be available for the same item.

This optional arrangement does not remove a cancellation or refund right that applies by law.

If we sent the wrong item or wrong size, this section does not apply. We will provide an appropriate remedy without charging you for replacement delivery or reasonable return costs.

6. ALTERNATIVE RESOLUTIONS

Before arranging a return, we may offer an alternative resolution, such as:

• a replacement size;
• a replacement product;
• a partial refund;
• a discount;
• store credit; or
• another solution agreed with you.

You do not have to accept an alternative offer where you are legally entitled to a refund. Any alternative solution will only apply if you freely agree to it.

7. DAMAGED, FAULTY, INCORRECT OR NOT-AS-DESCRIBED ITEMS

Please inspect your order as soon as it arrives.

If an item arrives damaged, visibly defective, incorrect or incomplete, please contact info@sofielondon.uk within 48 hours of delivery where possible. Include:

• your full name;
• your order number;
• the email address used for the order;
• a description of the problem;
• clear photographs or video showing the item, packaging and shipping label; and
• whether you would prefer a replacement or refund.

The 48-hour reporting request helps us investigate damage with the supplier or carrier quickly. It does not remove any statutory rights that continue beyond 48 hours.

After receiving your email, we will normally send you our Return Request Form. Completion of the form is required as part of our administrative claims process so that we can document the issue and determine the appropriate solution.

However, a clear written email describing the fault, damage, incorrect item or other legal issue is sufficient to notify us of a statutory consumer claim. Failure to complete our form does not remove any right provided by law. If the form is not completed, we may request the missing information and processing may be delayed until we can properly identify and assess the claim.

Where goods are faulty, damaged, incorrect or not as described, we may:

• send a replacement at no extra cost;
• arrange or reimburse reasonable return postage;
• tell you that you may keep or dispose of the item;
• offer a repair where appropriate;
• provide a price reduction; or
• issue a refund where required.

You will not be required to pay replacement delivery or reasonable return costs where the problem is our responsibility or the goods do not meet your legal rights.

For faulty goods, legal rights can continue beyond the 14-day change-of-mind period. In the United Kingdom and Ireland, consumers generally have stronger remedies during the first 30 days after delivery, including a right to reject qualifying faulty or non-conforming goods and request a refund. After that period, rights may include repair, replacement, price reduction or refund depending on the circumstances.

8. HYGIENE AND OTHER EXCEPTIONS

The statutory change-of-mind right may not apply to:

• personalised, customised or made-to-order items;
• sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken;
• underwear where a hygiene seal has been removed or broken;
• swimwear where a hygiene seal has been removed or broken;
• pierced jewellery, including earrings, where it was supplied in sealed hygiene packaging and the seal has been removed or broken;
• perishable products; and
• other products excluded from cancellation by applicable law.

Gift cards are non-refundable except where a refund is required by law.

These exceptions do not remove your rights where an item is faulty, damaged, incorrect or not as described.

Sale and discounted items have the same statutory consumer rights as full-price items.

9. REFUNDS

For a valid change-of-mind cancellation, we will refund the eligible amount to the original payment method.

We may withhold the refund until:

• the returned goods are received; or
• you provide evidence that the goods were sent back,

whichever occurs first where applicable law requires.

Refunds will be issued without undue delay and within the legally required period. For change-of-mind cancellations, this is normally no later than 14 days after we receive the returned goods or acceptable evidence that they were sent back.

We offer free standard delivery, so there is normally no original delivery charge to refund. If a paid delivery option is offered in the future and an entire order is cancelled, any refund of outbound delivery costs will be limited to the cost of the least expensive standard delivery option, where required by law.

We may make a lawful deduction where an item’s value has been reduced by handling beyond what was necessary to inspect it.

After we issue a refund, your bank or payment provider may require additional time to show it in your account.

10. PROOF OF PURCHASE

We may ask for reasonable proof that the item was purchased from Sofie London, such as:

• an order confirmation;
• an order number;
• the email address used for the order; or
• another reasonable record of purchase.

11. RETURNS SENT WITHOUT CONTACTING US

Returns sent without first being registered may be sent to the wrong location, may not be identifiable and may be delayed.

You must wait for our product-specific return instructions before sending the item. However, this does not remove a statutory right where you clearly notified us of cancellation or another legal claim within the required time.

12. CONTACT

For cancellations, returns, faulty-item reports and refund questions, contact:

Sofie London
Email: info@sofielondon.uk

Suggested email subject:

Return Request – Order [ORDER NUMBER]