Refund Policy

Refund Policy

Sophie’s Closet

Order Confirmation & Policy Agreement

By placing an order on the Sophie’s Closet website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

Completing a purchase means that you:

  • Have reviewed and accepted our return conditions and timeframes

  • Agree to follow the return procedure outlined below

  • Acknowledge that, in the case of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

Returns

If you are not completely satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

Return Eligibility

To qualify for a return:

  • Items must be unused, unworn, and unwashed

  • Items must be returned in their original condition and packaging

  • Only standard inspection and handling should have occurred

  • Return shipping and handling costs are the responsibility of the customer

Once we receive your return, it will be reviewed and processed within 7 business days. We reserve the right to decline returns that show signs of wear, misuse, or damage not caused by us.

How to Request a Return

To initiate a return, please follow these steps:

  1. Email us at info@sophies-closet.com within 30 days of delivery

  2. Include the following information in your message:

    • Order number

    • Reason for return

    • Photos of the item (required if damaged or defective)

    • Your full name and shipping address

  3. Wait for return approval and instructions before sending anything back

Please do not ship items without authorization. Unauthorized returns may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return is completed.

Defective or Damaged Items

If your order arrives damaged or with a manufacturing defect, contact us within 2 days of delivery at info@sophies-closet.com.

Please include:

  • Your order number

  • A short explanation of the issue

  • Clear photos or a short video showing the problem

Once the issue has been verified:

  • We may offer a replacement, depending on availability and the nature of the defect

  • In some cases, returning the item may not be required

Replacement items are usually processed within 7–14 business days.

Lost, Refused, or Unclaimed Orders

If your package appears to be lost in transit:

  • Contact us with your order number and tracking information

  • We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed

If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a $35 CAD fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

Under Canadian consumer protection guidelines, you may withdraw from your purchase within 30 days of receiving your order.

Please note:

  • Orders cannot be canceled once they have been shipped

  • If your order is already in transit, you may initiate a return after delivery

  • To request a cancellation before shipment, email info@sophies-closet.com as soon as possible

Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes

If there is an issue with your order, we encourage you to contact us first so we can resolve it quickly and fairly.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:

  • Order confirmation

  • Shipping and tracking details

  • Email communication and submitted images

Filing a chargeback without prior contact may delay resolution and may affect future purchasing eligibility.

Important Information

  • All approved returns must be shipped to our central fulfillment warehouse in Asia

  • Return shipping costs are not covered

  • We are not responsible for customs delays or clearance issues

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted

  • Returns are not free; shipping and handling fees apply

Contact Us

If you have any questions about this Return & Refund Policy, please contact our customer support team:

Email: info@sophies-closet.com

We’re always happy to help.