You can purchase in confidence and send the items back if they are not right for you. If you would like to return the product for any reason, you can do so within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Products on final sale or products below the price of CHF 15.00 can not be returned. There are certain situations where only partial refunds are granted: - Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 14 days after delivery.
Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with the carrier using the tracking number on your returns label.
If you are eligible, we may be able to issue your refund as SOPHIE'S credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Final Sale Items
Only regular priced items or regular sales items may be refunded, unfortunately items on final sale cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, please contact us by email: email@example.com. We are pleased to organize a returns collection service to all customers for any purchases that meet our Returns Policy, if available in your location.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
At SOPHIE'S our goal is to offer you the best shipping options, ensuring that we provide the very highest levels of responsiveness to you at all times.
We work with different warehouses in different locations, therefore we are able to deliver certain products in short time, while others might take a bit longer. Most of our warehouses are in Europe. You will find an indication regarding the delivery time in most of the product descriptions. If you have questions, please contact us by using the Chat Function on our website in the right bottom corner or send us a an email to firstname.lastname@example.org.
The time frame for order delivery is divided into two parts:
Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and the post process the orders, which takes an additional 2–4 days.
Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 4–30 business days. After processing and leaving the warehouse, items usually take between 1 and 15 business days to arrive at their destination but can take longer from time to time.
We ship to the following countries:
Australia (6 of 8 states and territories), Austria, Canada, France, Germany, Italy, Sweden, Switzerland, United Kingdom, United States, Israel, Russia, Saudi Arabia, Belgium, Denmark, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Spain, Brazil, New Zealand, Mexico.
* France: Packages can be shipped to mainland France with zip codes that start with 01 to 95. The packages cannot currently be shipped to overseas territories, including Corsica, Guadeloupe, Martinique, French Guiana, Reunion, St. Pierre and Miquelon and Mayotte.
** United Kingdom: Packages can be shipped to mainland UK as well as the Channel Islands and the Isle of Man.
*** United States: Packages can be shipped to all states, territories and military addresses within the United States.
Average Shipping Times:
Brazil: 20 to 30 business days
Mexico: 20 business days
Russia, and Saudi Arabia: 7-15 business days
All other supported countries: 7-10 business days
Customs and Duties
Switzerland: VAT of 7.7% is included in the pricing if you are located in Switzerland. No further duty fees are to be expected. In case you accidently receive an invoice, please contact us via email@example.com.
As a startup, SOPHIE'S does currently in general not pay any customs, duties, or taxes of any kind on international orders from other countries than Switzerland. Countries may or may not assess a fee for your order entering the country. This does not always happen and depends of the countries regulation. But please be aware that it can happen and that you may receive an additional customs fee from the carrier.
For certain products we work with partners in theEuropean Union, where tax and duty fees are also collected and paid for in the European Union. This is explicitly indicated on the product page. In this case, prices are indicated incl. VAT/duty fees. In the latter case, you are paying the complete price at checkout and no additional fees will arise.
Please visit your local VAT information if you would like to place an order from another country.