Refund Policy

Refund Policy – Sophie & Lila

This policy forms part of our Terms of Service. It sets out your statutory cancellation right, your rights regarding faulty goods, and our goodwill terms. Nothing in this policy limits your statutory rights.

1. Your 14-Day Right to Cancel (Cooling-Off Period)

As a UK consumer buying at a distance, you may cancel your order without giving a reason, from the moment you place it until 14 days after the day you (or someone you nominate) receive the goods. Conditions and practical points:

Notify us at support@sophie-lila.com with a clear statement that you wish to cancel, within the 14-day period, quoting your order number. You must then return the goods within 14 days of telling us.
You bear the direct cost of returning the goods. Our fulfilment centres are located internationally; return shipping is typically USD 30–40 and a trackable service is strongly recommended — the goods are your responsibility until they reach us, and we cannot refund items lost in transit without proof of postage.
Returns must quote a return reference obtained from our support team so they can be matched to your order; unidentified parcels may face significant processing delays.
We will refund the price paid plus standard (cheapest) outbound delivery within 14 days of receiving the goods back or receiving proof of postage, whichever is earlier, to your original payment method. Premium or express shipping upgrades are not refundable.
Diminished value deduction: you may inspect items as you would in a shop. If the value of an item is reduced by handling beyond that (worn, washed, perfumed, stained, tags removed, packaging destroyed), we will deduct an amount reflecting the diminished value — up to the full price for items no longer saleable.
Excluded from cancellation: sealed hygiene-sensitive items (such as intimate wear) once unsealed after delivery, and gift cards.

Alternative to returning: because international return shipping is costly and slow for you, we may offer a partial refund (e.g., 15%) while you keep the item, or store credit with a bonus. This is entirely optional and never replaces your statutory rights.

2. Faulty or Misdescribed Goods — Consumer Rights Act 2015

If an item is faulty, not as described, or not of satisfactory quality:

Within 30 days of delivery you may reject the goods for a full refund.
After 30 days, you are entitled to a repair or replacement; if that fails or is impossible, a price reduction or final rejection with refund (which may be reduced for use after the first 6 months).
Contact us as soon as possible with your order number and clear photos — within the first 6 months, the burden is on us to show the goods were not faulty at delivery; prompt photo evidence speeds this up considerably.
We bear the reasonable cost of returning genuinely faulty or misdescribed goods, or may at our option resolve the claim without requiring the item back.

3. Order Cancellations Before Dispatch

Orders enter processing quickly. If you cancel before dispatch under your cooling-off right, we will refund in full once cancellation is confirmed; if the parcel has already been handed to the carrier, the return process in section 1 applies.

4. Refused or Undeliverable Parcels

If a parcel is refused, unclaimed, or undeliverable due to an incorrect or incomplete address provided by you, actual shipping and handling costs will be deducted from any refund, or reshipment will be at your cost. Refusing delivery is not a valid method of cancellation; please follow section 1.

5. Chargebacks

If you have any issue with your order, contact support@sophie-lila.com first — we resolve nearly all cases within a few business days. Initiating a payment dispute without contacting us may delay resolution while the dispute is investigated with full order, delivery and correspondence evidence.

Contact

support@sophie-lila.com — Sophie & Lila, Borné 62, 4374DB Zoutelande, Netherlands