Returns & Cancellation Policy

Returns, Cancellations & Refunds Policy

Quick summary

  • No free returns: Return shipping costs are paid by the customer.

  • Change-of-mind returns: Within 90 days of delivery if eligible.

  • EU right of withdrawal: 14 days to cancel without reason.

  • Processing time: Returns are processed within 7 business days after we receive and inspect the item.

  • Refunds: Issued within 14 days of receiving your return and approval, to the original payment method.

  • Do not return to sender: We will provide the correct return address after you contact us.

1) Can I return my order?

Yes—within 90 days of receipt, provided that all conditions below are met:

  • The product is complete, with all components and original packaging.

  • Only normal handling is evident. Damage from misuse, neglect, or improper care is excluded.

  • Hygiene-related products (e.g., earrings, hair accessories, beauty items, intimates) must be unused and, where applicable, thoroughly cleaned and/or sealed to be eligible.

  • Any defects or damage on arrival must be reported immediately upon receipt (see Section 6).

  • Return shipping costs are the customer’s responsibility.

Inspection & confirmation: Returns are reviewed within 7 business days of arrival. If all conditions are met, we will confirm the approval during that period. We reserve the right to refuse returns if items show signs of use, damage, or contamination beyond normal handling.

2) How do I start a return?

If your order meets the conditions above, please email us at info@sophia-jewelry.com with:

  • Order number

  • Reason for return

  • Photo(s) if the product is damaged/defective

  • Customer’s full name

  • Customer’s address

We will reply with the correct return address and instructions.

Important: Do not return the parcel to the sender’s address on the label; returns sent there may be refused or lost.
You are responsible for return shipping costs.

3) Order cancellation

Our fulfilment is highly automated. Once an order is placed, it is processed immediately and cannot be changed or cancelled after confirmation.

If the order has already shipped, cancellation is not possible. Please wait for delivery, then start a return per Section 2.

4) Shipping & warehouse location

Our primary warehouse is located in Asia, which can mean longer shipping/transit times depending on your location.
Once dispatched, orders cannot be recalled. If your parcel is in transit, please wait for delivery and then request a return.

5) EU right of withdrawal (consumers in the EU)

You have the right to withdraw from the contract within 14 days without giving any reason. The 14-day period starts on the day you (or a third party you designate, who is not the carrier) receive the goods.

To exercise your right of withdrawal, send a clear statement by email to info@sophia-jewelry.com indicating your decision to withdraw. You may use any wording; no specific form is required.

The withdrawal takes effect after:

  • we receive your written notice, and

  • we receive the returned goods.

Notes:

  • Return shipping costs are at your expense.

  • If the goods are already in transit, cancellation is not possible; please wait for delivery and then return the item.

  • For a faster process, please share the return shipment confirmation/tracking once sent.

6) Items damaged on arrival or incorrect items

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately at info@sophia-jewelry.com with:

  • Your order number

  • A description of the issue

  • Clear photos of the product, packaging, and any damage

We will advise the next steps (replacement, refund, or other remedy) in line with applicable consumer laws.

7) Non-returnable items (for hygiene/safety or where usage is evident)

For health and safety reasons, the following are not eligible for return if opened, used, or unsealed (unless faulty):

  • Intimates/underwear, swimwear with removed hygiene liners

  • Earrings and certain hair/beauty items

  • Cosmetic or personal-care items

  • Any item showing wear, odors, stains, or damage not due to our fault

8) Return condition & packaging

Please return items unused, in original packaging, with all tags/accessories/manuals included. Use a sturdy outer box and protective materials. You are responsible for the parcel until it reaches our return address—keep your proof of postage/tracking.

9) Refunds

If your return is approved after inspection:

  • We will refund the product price (less any non-refundable shipping charges, if applicable) within 14 days of receiving your return.

  • Refunds are made to the original payment method, unless otherwise agreed.

  • We do not charge any additional fees for issuing the refund.

If the item shows use/damage beyond normal handling, we may decline the return or reduce the refund in accordance with consumer law.

If your original order had “free shipping,” there is no shipping amount to refund.

10) Exchanges

We currently do not offer direct exchanges. Please place a new order for the desired item and return the original item for a refund in line with this policy.

11) Customs & duties on returns

If you are returning from outside the warehouse country, please mark the parcel as “Returned Goods” to avoid unnecessary customs charges. Any customs/duties due on the return are the customer’s responsibility.

12) Contact

Questions or requests? We’re here to help: info@sophia-jewelry.com