Returns and refunds

Not satisfied with your purchase and want to return or exchange it? Don't worry, we're here to help! You have the option to return or exchange your purchase up to 14 days after receiving delivery. This process is simple and straightforward and involves the following steps:

Step 1: Contact us by sending an email to info@sophianewyork.com and let us know if you want to make a return or exchange. We'll immediately send you our return form.

Step 2: Fill out the attached return form found in your package. Clearly indicate which items you want to return and whether you prefer a refund or exchange. Make sure the returned items are unused, unwashed, with attached tags, and in resalable condition.

Step 3: Select a carrier of your choice and return the package within 14 days from the date of receipt.

Step 4: Once we receive your return in our warehouse, we'll process it within 10 business days. Our returns department will keep you informed about the status of your return via email.

Step 5: If a customer refuses to accept the package upon delivery, an additional fee of $15 will be charged.

FAQs:

Return Policy: Our return policy grants you the right to return your order within 14 days of receipt without giving any reason. Make sure items are unused, unwashed, with attached tags, and in suitable condition for resale. Note that we do not accept returns on items purchased during a promotion or sale. Items purchased during a sale can only be exchanged for another product or a voucher.

Return shipping costs: Return shipping costs are the responsibility of the customer and vary depending on the courier service and the country from which the package is returned.

Duration of product exchange: If you inform us that you want to exchange a product, we'll handle it as quickly as possible so the exchange is completed within a few days.

Unavailable Exchange Products: If the exchange product you desire is not available, please contact our customer service team, who will provide information on the estimated delivery time. If your product goes out of stock in the meantime and you've already initiated a return, we'll contact you to find a solution together.

Find your order number: You'll find your order number in the confirmation email you received after placing your order. It's a five-digit code. If you haven't received this email or need further assistance, our customer service team will be happy to assist you.

Damaged or Defective Products: If a product is damaged or defective during shipping or production, contact our customer service team and send a photo of the claim to info@sophianewyork.com. Our customer service will contact you as soon as possible to find a solution.

Late returns: We recommend sending your return within 14 days before it expires. If for any reason this isn't possible, we'll offer you the option to exchange the product for a replacement or a voucher. Please contact our customer service for more information.

Refund Duration: Our goal is to process returns as quickly as possible. Once we receive your return in our warehouse, it will be processed within 10 business days. In your tracking code, which you'll receive with your return, you can track when the package arrived at our warehouse. The 10 business days begin counting from that moment. Once the refund is completed, you'll receive a notification. Note that it may take up to 3 days for the refund to appear in your bank account.

Please note that this policy is subject to change at any time without notice. We strongly recommend our customers read our cancellation policy carefully before placing an order to avoid any potential confusion or misunderstanding.