Returns And Exchanges

We want you to be completely satisfied with your purchase. If you need to return an item, we offer a simple and straightforward returns and exchanges process. 

Returns policy 

  • You can return your items for a refund or exchange within 30 days of receiving your order.

  • All items (including earrings) must be returned to us new, unworn, and in the original, undamaged packaging. 

  • Unfortunately, engraved items can’t be returned unless they’re faulty. 

  • If your order included a free gift, you must return it with your order to qualify for a full refund. If the free gift is not returned, its value may be deducted from your refund.

  • Shipping charges, gift bags, and gift cards are non-refundable.

  • International Returns: For orders outside the UK, customers are responsible for the cost of return postage.

  • UK Returns: returns and exchanges from UK addresses are free of charge. 


Returns and exchanges process

If you’ve changed your mind and would like to return or exchange your item, it’s really easy to do. 

  • Get in touch with us either through the Contact us page, or via email to support@sophelia.com. Include your name, order number, and whether you’d like to return or exchange your item. 

  • Someone will be in touch with you within 2 days, outlining what you need to do for either the return or exchange. 

  • If you’ve opted for a return and refund, we’ll process the return within 14 days of receipt at our studio. At peak times, this might be a bit longer, but we’ll let you now if that’s the case. 

  • Refunds are made to the original payment method – please allow up to 7 working days for your bank / card provider to process the refund. 

  • If you’ve opted for an exchange, we’ll dispatch this once we’ve received and verified the returned items. 

  • Unfortunately we can’t refund original shipping costs. 

If you experience any issues with your prepaid returns label, please contact us at support@sophelia.com and we’ll see how we can help.

Faulty items 

We love our products, and we’re confident you’ll love them too. However, sometimes there’s a manufacturing defect which only shows up after the first couple of wears. If your item is faulty, please get in touch with us so we can fix the issue for you. Just email us at support@sophelia.com with a description of the issue and, if possible, a photo, and then we’ll be back in touch to resolve it for you. Remember, you’ve got a 1-year warranty with your purchase so just let us know if you need help.