Our Guarantee and Returns
Every Sophelia piece comes with a 1 year guarantee, our Luxe pieces add a 5 year warranty against tarnish, and every order from sopheliaandco.com can be returned free within 30 days. Jewellery is often bought to mark someone you love, so we want you to buy with complete confidence. Here is exactly what we promise, and how to use it.
Our 1 year guarantee
Every piece is made for everyday wear, and we stand behind it. If your jewellery breaks or tarnishes because of a manufacturing fault within a year of you receiving it, we will repair or replace it.
- Covered: faults in how a piece was made, for example a clasp, jump ring or setting that fails, a chain that breaks under normal wear, or tarnish caused by a fault in the finish.
- Not covered: everyday wear and tear, accidental damage, loss, and repairs made by someone else.
Register to activate: to activate your guarantee, register it using the card that comes in your packaging, or on our register your piece page.
Our Luxe Collection: 5 year tarnish warranty
Pieces from our Luxe Collection have a thicker 3 micron 18ct gold plating, and come with a 5 year warranty against tarnish as well as the 1 year guarantee.
Free returns and exchanges
Our returns and exchanges policy applies to orders placed on sopheliaandco.com.
- 30 days: return any unworn piece in its original packaging within 30 days of receiving your order, for a refund or an exchange.
- Free in the UK: we email you a prepaid Royal Mail tracked label, so there is nothing to pay.
- Christmas returns: anything ordered from 1 November can be returned until 31 January, so you can shop early and the person you love can still swap it after the day.
- Gifts: the person who received a gift can return it. The refund goes back to the original payment method.
- Exceptions: engraved pieces can only be returned if faulty, luxury gift packaging and gift cards are non-refundable, and international customers pay their own return postage.
- Bought from another site? If you bought your piece from another retailer, please check that site's terms and conditions for returns and exchanges.
The full process is on our returns and exchanges page.
How to make a claim
- Email support@sopheliaandco.com with your order number.
- For a guarantee claim, add a short description of the problem and a photo.
- We will reply within 2 working days and arrange a repair, replacement, return or exchange.
Helping your jewellery last
A little care goes a long way. Keep pieces away from water, perfume and lotions, wipe them with a soft cloth after wearing, and store each one separately. Our care guide explains how to look after each metal, and our materials page explains what each finish is.
Our guarantee is in addition to your legal rights as a consumer and does not affect them.
Quick answers
How long is the Sophelia guarantee?
Every Sophelia piece has a 1 year guarantee from the date you receive it. Pieces from our Luxe Collection also have a 5 year warranty against tarnish.
How do I register my guarantee?
Your guarantee needs to be registered to be active. Use the card that comes in your packaging, or register your piece on our website.
What does the guarantee cover?
Faults in how a piece was made, such as a clasp or setting that fails, a chain that breaks under normal wear, or tarnish caused by a manufacturing fault. We will repair or replace it.
What isn't covered?
Everyday wear and tear, accidental damage, loss, and repairs made by someone else. The guarantee is in addition to your legal rights and does not affect them.
Can I return jewellery bought on sopheliaandco.com?
Yes. You have 30 days from receiving your order to return unworn pieces in their original packaging, and UK returns are free with a prepaid Royal Mail label that we email to you.
Can I return a piece bought from another retailer?
Our returns and exchanges policy covers orders placed on sopheliaandco.com. If you bought from another site, such as Debenhams, Wolf & Badger, Not On The High Street or Etsy, please check that site's terms and conditions.
Can I return a Christmas gift after Christmas?
Yes. Anything ordered from 1 November can be returned until 31 January.
Can engraved jewellery be returned?
Engraved and personalised pieces can only be returned if they are faulty.
How do I make a claim or start a return?
Email support@sopheliaandco.com with your order number. For a guarantee claim, add a short description and a photo. We reply within 2 working days.