Refund policy

Refund & Return Policy
At Sophiabay, customer satisfaction is our priority. If you're not completely happy with your purchase, our clear return and refund policy is here to assist you.

30-Day Return Period
You have 30 days from the date of purchase to return an item. To be eligible, the product must be unused, unwashed, and unworn, and it must be returned in its original packaging with all tags still attached. A valid proof of purchase, such as an order confirmation or packing slip, is required. Items showing signs of use, damage, or alteration may not be eligible for a refund.

How to Return an Item
To start a return, please email support@sophiabay.com with your order number, the name the order was placed under, and your shipping address. Once your return request is approved, we’ll provide you with further instructions and the return address.

Return Shipping Costs
Return shipping is the customer’s responsibility. We strongly recommend using a trackable shipping method, as we cannot guarantee a refund for lost returns without tracking information.

Refund Process
Once we receive and inspect your returned item, we will send you an email confirming the status of your return. If approved, your refund will be issued to your original payment method within 10 business days. Please note that refund processing times may vary depending on your bank or payment provider. Original shipping charges are non-refundable.

Non-Refundable Items
The following items cannot be returned or refunded: opened or used products, gift cards, and store credit.

Damaged or Faulty Items
If your item arrives damaged or defective, please contact us within 7 days of delivery at support@sophiabay.com. Include your order details and clear photos of the issue. We will assess the situation and arrange for a replacement, refund, or store credit if appropriate.

Exchanges
We do not offer exchanges. If you would like a different item, please place a new order and return the original item for a refund.

Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at support@sophiabay.com. Orders can only be cancelled if they have not yet been processed or shipped. If your order has already been dispatched, you will need to wait for it to arrive and then follow our standard return process.

No Restocking Fees
Sophiabay does not charge any restocking fees. If your returned item meets our return criteria, you will receive a full refund without any deductions.

Consumer Rights
This return policy does not affect any legal rights you may have under applicable consumer protection laws.

Return label
Customer's responsibility.

Terms of Service
For more information about using our website and services, please refer to our Terms of Service.

Contact Us

Boutique Name: Sophiabay
Address: Joop Geesinkweg 201, 1114 AB, Amsterdam, Netherlands
E-mail: support@sophiabay.com
Phone number: ‪+447727792784
BTW:NL004690896B95

Customer service hours:
Monday to Friday: 09:00 AM to 5:00 PM
(GMT) Greenwich Mean Time (London)

We aim to reply to your e-mail within 1 business day.