Refund policy

Returns and Exchanges

This policy applies to orders placed directly with us at sopheliaandco.com. If you ordered through Debenhams, Wolf & Badger, Not On The High Street, Etsy or another marketplace, that platform's own returns terms apply instead.

FREE UK RETURNS WITHIN 30 DAYS

If you're not completely happy with your order, you can return it within 30 days of receiving it for a full refund or an exchange. UK returns are free: we'll email you a prepaid Royal Mail tracked returns label. Gifts can be returned by the person who received them, and the refund goes back to the original payment method.

CHRISTMAS RETURNS

Anything ordered from 1 November can be returned until 31 January, so Christmas gifts can be bought early and still returned or exchanged after the day.

HOW TO RETURN AN ITEM

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 box, attach the label and drop it at any Post Office. Keep your proof of postage until your refund arrives.

CONDITION OF RETURNS

Items (including earrings) must be returned new, unworn and in their original, undamaged packaging. If your order included a free gift, please return it too, or its value may be deducted from your refund. Engraved items can't be returned unless they're faulty. Gift wrapping and gift cards are non-refundable.

REFUNDS AND EXCHANGES

We'll process your refund within 14 days of your return reaching us, and email you when it's done. Please allow up to 7 working days for your bank or card provider to show it. If you've chosen an exchange, we'll send your new piece as soon as your return has arrived and been checked.

INTERNATIONAL RETURNS

Orders delivered outside the UK can be returned within 30 days on the same terms, but the customer pays the return postage.

FAULTY OR DAMAGED ITEMS

If something arrives damaged or develops a fault, email support@sopheliaandco.com with your order number 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.

CONTACT

Any questions about returns can be sent to support@sopheliaandco.com.