return & refund policy
We strive to ensure you're completely satisfied with your purchase. If something isn't quite right, we're happy to explain how our returns, refunds, and exchanges process works.
Key Information
Return Period: 30 days from the delivery date
Restocking Fee: None
Refund Processing Time: Up to 7 days after we receive your return
Return Shipping Costs: Covered by the customer
Return Eligibility
You can return eligible items within 30 days of delivery. To begin the process, please reach out to us at support@sophiabay.com. Items must be unused, unworn, and returned in their original packaging with all tags still attached. Unfortunately, returns requested after 30 days cannot be accepted.
How to return an item:
Step 1 – Contact Us:
Email support@sophiabay.com with your order details and the reason for your return. Please note that items returned without prior approval will not be accepted.
Step 2 – Follow Our Instructions:
Once your return is approved, we will provide you with detailed shipping instructions.
Step 3 – Package Carefully:
Ensure the item is securely packed to avoid any damage during return shipping.
Note: Return postage is the responsibility of the customer.
Once we receive and inspect your returned item, we will process a refund to your original payment method. Please note that this may take up to seven business days. There are no restocking fees involved.
If you'd like to exchange your item for a different one, simply reach out to us at support@sophiabay.com with the details, and we'll assist you with the next steps.
If you wish to cancel your order, we recommend contacting us as soon as possible at support@sophiabay.com. While we will do our best to accommodate your request, please note that cancellations cannot be guaranteed once an order is processed.
In the event that your order arrives damaged or you receive the wrong item, please email us a photo of the issue. We will promptly arrange a replacement or send the correct item.
For more information, please refer to our Terms of Service.
Contact US
If you have any questions or need assistance, we’re here to help! Feel free to reach out using any of the contact methods listed below.
Boutique Name: Sophiabay
Address: 5 Aura Place, Epping VIC 3076, Australia
E-mail: support@sophiabay.com
Phone number: +61489996801
Customer service hours:
Monday to Friday: 09:00 am to 5:00 pm (AEST)
We aim to reply to your e-mail within 1 business day.