Refund Policy
At Sophie & Lila we want you to love what you ordered. If something isn't right, you are covered by our 30-day money-back guarantee. By making a purchase on our website, you agree to the terms outlined in this Refund Policy.
Return Window
You may request a return within 30 days of receiving your order. To be eligible, items must be unused, unworn, unwashed and in their original condition and packaging, with all tags attached.
Non-Returnable Items
The following cannot be returned or refunded unless they arrive damaged or faulty:
- Underwear, socks, shapewear, lingerie and other intimate items, for hygiene reasons
- Pierced jewellery, for hygiene reasons
- Gift cards
Discounted and sale items can be returned under the same 30-day terms as everything else.
How to Start a Return
To begin a return, email us at support@sophie-lila.com with your order number and the reason for your return, including photos if the item arrived damaged. Our team will respond within 24 hours with the return instructions and the return address. Please do not send items back before receiving confirmation from us, as returns sent without instructions cannot be traced to your order.
Return Shipping
Customers are responsible for return shipping costs. We recommend using a tracked service, as we cannot be held responsible for items lost in transit on their way back to us.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 7 business days to your original payment method. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect, contact us within 30 days of delivery at support@sophie-lila.com with photos of the item and your order number. We will arrange a replacement or a full refund at no cost to you.
Order Cancellations
Because we begin processing orders quickly, we are unable to cancel or change an order once it has been placed. If you no longer want your order, you may return it under the terms above once it arrives.
Your Statutory Rights
Nothing in this policy limits the rights you have under the consumer law of your country, including the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, applicable Canadian provincial consumer protection legislation and the UK Consumer Rights Act 2015.
Contact
Questions about a return? Reach us at support@sophie-lila.com or +31 6 33 83 84 55.
Business Information
Sophie & Lila is a trade name of YS Ecom, a sole proprietorship registered in the Netherlands.
Address: Borné 62, Zoutelande, Zeeland, 4374 DB, Netherlands
Email: support@sophie-lila.com
Phone: +31 6 33 83 84 55
VAT number: NL005097086B24
Chamber of Commerce (KvK): 94618615