Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused or have tear and wear signs.
Return & Refund Conditions
- Only items received within 30 days can be refunded unless the defect in the product quality.
- Items returned must be in good condition. We do not accept a returned item that has been used, damaged, or altered in any way.
- Please contact us as soon as you would like to make a refund. We do not accept returned items that are sent back by you directly without checking with us first.
- You are responsible for return shipping charges. Shipping costs are non-refundable.
- All customers outside of the UK will have to send their returns to the UK warehouse address. This means that the customer pays for the return shipping cost which will vary depending on their country of origin.
For quality problems (ripped, incomplete, shrivelled, etc) please contact us immediately and send us clear pictures of the defective item. We can replace it after checking.
Important Notice:
All customers outside of the UK will have to send their returns to the UK warehouse address. The postage cost is covered by the buyer. Please contact us for full return address details. Our after-sales support can be reached via the Contact Form. To complete your return, we require a receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Sale items
We accept returns on sale items too with the same 30 days return policy. All customers outside of the UK will have to send their returns to the UK warehouse address. The postage cost is covered by the buyer. Please contact us for full return address details. To return your sale product, you should send us a message first via the Contact Form. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Exchanges
If you want to exchange the product please get in touch with us via the Contact Form. and we advise you based on your region/country the nearest warehouse address where you will need to send the exchange item. You are responsible for sending it back and paying for the postage. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. This will guarantee that we will receive your returned item. After the item was sent back and received by our warehouse the new item will be reshipped at no extra cost to you. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello [at] sophiedibou.com.
Our Customers’ satisfaction is the most important and we will try to make your refund or exchange as smooth as possible.