Refund policy

Returns & Refunds Policy

Thank you for shopping with Sophie & Songest. If you are not completely satisfied with your purchase, we invite you to review our returns and refunds policy below.

Returns Window

Under UK consumer law you may cancel your order within 14 days from the date of delivery to initiate a return. Items received outside this period will not be accepted.

Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

• Unused, undamaged, and in the exact same condition that you received it
• Original, unopened packaging with all tamper-evident seals fully intact and unbroken
• Proof of purchase (receipt, order number, or order confirmation email)

Non-Returnable Items

Certain goods are exempt from being returned for hygiene or safety reasons, including:

• Opened or used product
• Custom-made or personalised items
• Gift cards

Cosmetic & Hygiene

For hygiene and safety reasons, opened or used cosmetic products cannot be returned unless faulty.

Return Shipping Costs

Customers are responsible for paying for their own return shipping costs. Shipping costs are non-refundable.

The Refund Process

Once your return is received and inspected, we will email you to confirm receipt and notify you of approval or rejection. If approved, your refund will be processed within 5–7 business days, credited to your original payment method.

Damaged or Defective Items

If your item arrives damaged or defective, contact us within 14 days at
info@sophieandsongest.com. We will arrange a full refund or immediate replacement, including any applicable shipping costs.

Contact Us

Email: info@sophieandsongest.com