Return Policy

At Sophie & James London, we do everything we can to keep our customers satisfied. However, we understand that sometimes you may want to return an item. This Return Policy explains our return conditions, process, and timelines clearly.

Return Conditions

To be eligible for a return, the following conditions apply:

  • You may only request a return after you have physically received the item.

  • Return shipping costs are fully the responsibility of the customer, including any international shipping fees.

  • Items must be unused, unwashed, undamaged, and in original condition, with all tags and labels still attached.You may try the item on, but it may not be worn.

  • Returns are not accepted for orders where multiple sizes were purchased intentionally with the aim of returning part of the order.

 

How to Start a Return

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

info@sophieandjameslondon.com

Step 2: After your request is approved, you will receive the return address of our supplier/fulfillment partner, which may be located outside your country (including China).

Step 3: Send the item back at your own expense, including any shipping, customs, import duties, or handling charges that may apply.

Step 4: We strongly recommend using a tracked shipping method (Track & Trace).

Please keep your shipping receipt and tracking number until the return is fully processed.

Refunds

  • Once your return arrives at the return address and the item has been inspected and approved, we will issue your refund within 30 days.

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

  • If the returned item does not meet the conditions listed above (e.g., signs of wear, missing tags, damage), we may refuse the return or deduct a reasonable amount to cover loss of value.

4) 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 tracked shipping.

  • 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, this is the customer’s responsibility.

  • Any address errors must be reported within 24 hours after placing the order.

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)