Frequently Asked Questions

Do you offer free shipping?

Yes. Every order ships free, with no minimum spend and no hidden fees at checkout. We ship to the United States, Canada, the United Kingdom, Australia and New Zealand.

How long does shipping take?

Orders are processed within 1 to 2 business days, and transit takes a further 3 to 16 business days depending on your location. That means a total estimated delivery time of 4 to 18 business days from the moment you order. Full details are on our Shipping Policy page.

How do I track my order?

Once your order ships, you will receive an email with your tracking number. You can also follow your parcel through the Track Your Order page on our website using your order number or email address.

How can I make sure it will fit me properly?

Each product page includes a detailed size chart to help you find your fit. We recommend comparing the chart to a similar item you already own.

Not sure which size is right? Use our free Fit Quiz, built specifically for each product, to get a personalised size recommendation in seconds. If you're between sizes, we generally recommend sizing up. Our support team is also happy to help.

What is your return policy?

We offer a 30-day money-back guarantee. You can request a return within 30 days of receiving your order, as long as items are unused and in their original condition with tags attached. Intimate items and pierced jewellery are excluded for hygiene reasons. Return shipping costs are the responsibility of the customer. Full details are on our Refund Policy page.

How do I initiate a return or exchange?

Email our support team at support@sophie-lila.com with your order number and reason for return. We will respond within 24 hours with the return instructions and address. Please wait for those instructions before sending anything back.

When will I receive my refund?

Once your return is received and inspected, refunds are processed within 7 business days to your original payment method.

My item arrived damaged or incorrect. What should I do?

We're sorry to hear that. Contact us at support@sophie-lila.com within 30 days of receiving your order and include photos of the item. We will arrange a replacement or a full refund at no cost to you.

Which payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard and Maestro, as well as Apple Pay and Google Pay. Full details are on our Payment Policy page.

Is my payment information secure?

Yes. All transactions are processed through secure, encrypted payment systems and we do not store your payment details. Your personal information is handled in line with our Privacy Policy.

I have an issue with my order. How can I contact you?

Our support team is available Monday to Friday from 9:00 AM to 6:00 PM (CET). Email us at support@sophie-lila.com or call +31 6 33 83 84 55, and we'll respond within 24 hours.