Return Policy

We do everything we can to keep our customers satisfied. However, we understand that sometimes you may wish to return an item. This Return Policy explains our return conditions, process, and timelines clearly.

Return Conditions

You may request a return within 30 days of receiving your order.

You may request a return once you have received your order. If you wish to cancel an order before it has been dispatched, please contact us as soon as possible and we will do our best to assist.

Return shipping costs are fully the responsibility of the customer, including any international postage, customs, import duties, or handling fees that may apply.

Items should be returned unused, unwashed, undamaged, and in original condition, with all tags and labels still attached where possible. You may try the item on as you would in a shop, but it must not be worn for actual use.

If an item has been used, washed, damaged, or handled beyond what is necessary to inspect it, we may deduct a reasonable amount from the refund to reflect any loss of value.

Returns are not accepted for orders where multiple sizes were purchased intentionally with the aim of returning part of the order. We kindly ask customers to check our size guide carefully before ordering to help reduce unnecessary returns.

How to Start a Return

Step 1: Email us to request a return authorisation within 30 days of receiving your order:

info@sophieandjameslondon.com

Step 2: After your request is reviewed and approved, you will receive the return address of our fulfilment partner. Our return address may be located outside the United Kingdom.

Step 3: Send the item back within 14 days after notifying us that you wish to return your order. The customer is responsible for all return shipping costs, including any international postage, customs, import duties, or handling charges that may apply.

Step 4: We strongly recommend using a tracked shipping method. Please keep your shipping receipt and tracking number until the return has been fully processed.

Refunds

Once your return has been received and inspected, we will issue any approved refund within 14 days.

Refunds are processed to the original payment method used at checkout.

If the returned item has been used, washed, damaged, or handled beyond what is necessary to inspect it, we may deduct a reasonable amount from the refund to reflect any loss of value.

Liability & Customer Responsibility

We are not responsible for lost return shipments. Returns remain the customer’s responsibility until they are delivered to the return address. For this reason, we strongly advise using a tracked shipping method.

We are not responsible for parcels marked as delivered by the carrier to the address provided by the customer.

If you provided an incorrect shipping address, please contact us as soon as possible. Address errors must be reported within 12 hours of placing the order. After this time, we cannot guarantee that changes can be made before your order is processed or dispatched.

Contact

If you have questions about returns or this policy, please contact us:

📧 info@sophieandjameslondon.com

🕐 Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)