Refund policy
Returns and Refunds Policy
Last updated: 2 November 2026
Please note: returns are not free. The customer pays the cost of returning an item, except where the item is faulty, damaged or incorrect.
Can I return my order?
Yes. If you are not fully happy with your purchase, you can request a return within 30 days of the day you received your order, as long as:
- the item is unworn, unwashed and in its original condition, with its original tags attached where possible;
- all parts and packaging are included as you received them.
You may try an item on as you would in a shop. If an item comes back worn, washed or damaged beyond what is needed to inspect it, we may reduce the refund to reflect the loss in value.
Your legal right to cancel
As a consumer in the United Kingdom you can cancel your order within 14 days of receiving the goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Sophie & James London voluntarily extends this to 30 days from delivery.
To cancel, tell us clearly, for example by email to info@sophieandjameslondon.com. You then have 14 days from telling us to send the goods back. None of this affects your statutory rights.
How do I start a return?
Email info@sophieandjameslondon.com with:
- your order number;
- the item(s) you want to return and the reason;
- photos of the item, if it arrived faulty or damaged;
- your full name and address.
We reply with the return address and instructions. Our returns are handled by our fulfilment partner, and the return address is outside the United Kingdom, so international postage applies. Please wait for our reply before sending anything, and do not use the sender address shown on your parcel.
Return postage is paid by the customer, unless the item is faulty, damaged or incorrect. In those cases we cover the return costs. We recommend a tracked postage service: a return remains your responsibility until it reaches our return address.
Refunds
Once we have received and checked your return, we refund the payment method you used. If all conditions are met, we refund you without undue delay and always within 14 days of receiving the goods back.
We do not charge a fee for refunds. Depending on your bank or payment provider, it can take a further 5 to 10 working days for the money to appear in your account. All refunds are made in GBP.
When you cancel under your legal right, we refund the price of the goods and the standard delivery cost you paid. Delivery is free on all our orders, so there is no delivery cost to refund.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If your item arrives faulty, damaged or is not what you ordered, email us with photos and a short description of the problem.
- Within 30 days of delivery you have the right to reject the goods and receive a full refund.
- After 30 days and within six months, you can ask for a repair or replacement. If that is not possible or does not fix the problem, you can ask for a price reduction or a refund.
In these cases we cover the return costs and arrange a replacement or refund at no cost to you.
Changing or cancelling an order
If your order has not been dispatched yet, we may still be able to change or cancel it. Email us as soon as possible. Address changes must reach us within 12 hours of ordering. Once an order has been dispatched we cannot stop it, so please wait for delivery and then follow the return steps above.
Exchanges
We do not offer direct exchanges. The quickest route is to return the original item and place a new order for the size or colour you want.
Items that cannot be returned
Gift cards cannot be returned. This does not affect your rights if goods are faulty or not as described.
Complaints
If you are not happy with how we handled your return, email info@sophieandjameslondon.com and we will reply within 24 hours on working days. Our Terms of Service describe the full complaints route.
Contact
Email: info@sophieandjameslondon.com
Estimated response time: within 24 hours on working days.
Customer service hours
Monday to Friday: 09:00 to 18:00
Saturday and Sunday: closed
All times are UK time.
Business information
Store name: Sophie & James London
Email: info@sophieandjameslondon.com