Thank you for shopping with Sophie Trails! We hope you’re delighted with your purchase. However, if you are not completely satisfied, we are here to help with a straightforward return and refund process.
1. Returns
1.1 We accept returns on most items within 3 days from the date of delivery.
1.2 To be eligible for a return, the item must be unused, in its original packaging, and in the same condition you received it.
1.3 To initiate a return, please contact us at [email protected] with your order number and reason for the return. We will provide you with instructions on how to return your item.
2. Refunds
2.1 Once your returned item is received and inspected, we will notify you via email regarding the status of your refund.
2.2 If your return is approved, we will process the refund to your original payment method.
2.3 Please allow 3 business days for the refund to be reflected in your account, depending on your payment provider.
3. Return Shipping Costs
3.1 If the return is due to a mistake on our part ( defective or incorrect item), we will cover the cost of return shipping.
3.2 In all other cases, the customer is responsible for return shipping costs.
3.3 We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
4. Exchanges
4.1 Currently, we do not offer direct exchanges. If you wish to exchange an item for a different product or size, please return the original item for a refund and place a new order for the desired item.
4.2 If you have questions about sizing or product details before ordering, please contact our customer service team, and we’ll be happy to assist.
5. Damaged or Defective Items
5.1 If you receive an item that is damaged or defective, please contact us immediately. We will arrange for a return and provide a replacement or refund as necessary.
5.2 Please provide photographic evidence of the damage or defect to assist with the claims process.
6. Order Cancellations
6.1 You may cancel your order within 3 hours of placing it. If your order has already been shipped, it cannot be canceled.
6.2 To cancel an order, please contact our customer service team as soon as possible with your order number.
7. Non-returnable Items
If you are unsure about whether an item can be returned, please contact our customer service team for clarification.
8. Customer Service
8.1 For any questions or concerns regarding your return or refund, please contact our customer service team at [email protected]
8.2 We are committed to providing you with a smooth and hassle-free return and refund process.