Returns And Exchanges

We want you to be completely happy with your purchase. If something isn't right, returning or exchanging it is simple, and for orders placed on sopheliaandco.com it's free.

Returns policy

  • You can return your items for a refund or exchange within 30 days of receiving your order.
  • Christmas returns: anything ordered from 1 November can be returned until 31 January, so Christmas gifts can be bought early and still swapped after the day.
  • UK returns are free. We'll email you a prepaid Royal Mail tracked returns label, so there's nothing to pay.
  • Gifts can be returned by the person who received them. The refund goes back to the original payment method.
  • All items (including earrings) must be returned new, unworn and in their original, undamaged packaging.
  • Engraved items can't be returned unless they're faulty.
  • If your order included a free gift, please return it with your order. If it isn't returned, its value may be deducted from your refund.
  • Luxury gift packaging and gift cards are non-refundable.
  • International returns: for orders delivered outside the UK, the customer pays the return postage.
  • Orders placed through Debenhams, Wolf & Badger, Not On The High Street, Etsy or another marketplace follow that platform's own returns terms.

How to return or exchange

  1. Email us at support@sopheliaandco.com with your name, order number and whether you'd like a refund or an exchange.
  2. We'll reply within 2 working days with your prepaid returns label (UK) or return instructions (international).
  3. Pack the piece securely, ideally in its original packaging, attach the label and drop it at any Post Office. Keep your proof of postage until your refund arrives.
  4. We'll process your refund within 14 days of your return reaching our studio (a little longer at peak times, and we'll tell you if so). Please allow up to 7 working days for your bank or card provider to show it.
  5. If you've chosen an exchange, we'll send your new piece as soon as your return has arrived and been checked.

If you have any trouble with your prepaid label, email support@sopheliaandco.com and we'll sort it out.

Faulty items

We're confident you'll love your piece, but occasionally a manufacturing fault only shows up after the first few wears. If that happens, email support@sopheliaandco.com with a description and, if possible, a photo, and we'll put it right. Every piece comes with a 1-year warranty. This does not affect your statutory rights.