Refund Policy
RETURN & REFUND POLICY
Sophie’s Wardrobe
Last updated: 23-02-2026
1) Order Confirmation & Policy Acknowledgment
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
-
You have reviewed and accepted our return criteria and timelines.
-
You agree to follow the return process as outlined in this policy.
-
In the event of a chargeback or dispute, this policy—together with all related order and communication records—may be used as supporting documentation.
2) Returns (30-Day Return Window)
If you are not satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.
Eligibility Criteria
To be eligible for a return:
-
The item must be unused, unworn, and unwashed.
-
The item must be returned in its original condition and original packaging (where applicable).
-
Only normal handling and inspection should have occurred.
-
The customer is responsible for return shipping and handling costs.
Returns are typically processed within 7 business days after we receive and inspect the returned items.
We reserve the right to refuse a return if the item shows signs of misuse, excessive wear, or damage not attributable to us.
3) How to Initiate a Return
To start a return request, please email us within 30 days of delivery:
Please include:
-
Order number
-
Reason for return
-
Your full name and shipping address
-
Photos of the product (required if the item is defective or damaged)
Important: Please wait for our return instructions before sending anything back.
Unauthorized returns or returns sent without approval may be rejected.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been completed.
4) Defective or Damaged Items
If your order arrives defective or damaged, please contact us within 2 days of delivery at:
Include:
-
Order number
-
A brief description of the issue
-
Clear photos (or a short video) showing the defect/damage
Once verified:
-
We may offer a replacement depending on availability and the type of issue.
-
In certain cases, we may not require the defective item to be returned.
Replacements for verified defective items are typically processed within 7–14 business days.
5) Lost, Refused, or Unclaimed Orders
Lost in Transit
If your package appears lost in transit:
-
Contact us with your order number and tracking details.
-
We will assist you with the courier claim process and, if confirmed lost, arrange a replacement or refund as appropriate.
Refused / Unclaimed / Incorrect Address
If a package is refused at delivery, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, a $35 CAD deduction may be applied to your refund to cover administrative and shipping costs.
6) Cancellations & Withdrawal
If you wish to cancel an order before shipment, please email us as soon as possible:
Please note: because order fulfillment is automated, we may not be able to stop an order once it has been shipped. If your order has already been dispatched, you may request a return after delivery by following the return steps above.
Return shipping costs remain the responsibility of the buyer.
7) Chargebacks & Dispute Resolution
If there is any issue with your order, please contact us first. We’re committed to resolving matters promptly and fairly.
If a chargeback or dispute is filed, we may provide supporting documentation to the relevant payment provider or bank, including:
-
Order confirmation
-
Tracking details
-
Email correspondence and any supporting photos
Submitting a chargeback without contacting us first may delay resolution and may impact future order eligibility.
8) Important Notes
-
Returns must be sent to our central warehouse in Asia at the customer’s expense.
-
We are not responsible for courier delays, customs inspections, or clearance issues.
-
Hygiene-sensitive items returned in used or unsanitary condition will not be accepted.
-
Returns are not free—shipping and handling fees apply.
9) Contact Us
If you have any questions regarding this policy, please contact our Customer Support Team:
📩 info@sophieswardrobe.com
Sophie’s Wardrobe