Refund policy
We hope you love your Sophie & Ted order. But if something isn’t quite right, we’re here to help.
Because each item is made to order, we encourage customers to check sizing and product details carefully before ordering.
Order processing begins as quickly as possible after an order is placed. If you need to cancel, please contact us as soon as possible. Cancellation can't be guaranteed. Once an order has been dispatched, it will need to be returned instead.
Returns at a glance
- You must contact us within 14 days of receiving your order to request a return.
- Items must be returned to us within 30 days of delivery.
- Items must be unworn, unwashed and in resalable condition, with any tags where relevant.
- Customers are responsible for return postage, unless an item is faulty or incorrect. We recommend using a tracked service as we can't be held responsible for items lost on the way back to us.
- Any items sent back without contacting us first may not be accepted.
Faulty, damaged or incorrect items
Please check your order when it arrives. If something is faulty, damaged or incorrect, contact us as soon as possible and we’ll make it right.
Where an item is faulty or incorrect, we'll cover return postage and offer a replacement or refund.
Exchanges
We don’t offer direct exchanges. The quickest way to get a different size or item is to return your original item and place a new order.
Personalised items
Personalised, bespoke or customised items cannot be returned unless faulty.
Gift cards
Digital gift cards are non-refundable.
Refunds
Once we receive and inspect your return, we’ll let you know if your refund has been approved. We’ll refund the item price and the cost of standard delivery.
If approved, refunds are issued to your original payment method within 14 days of us receiving the returned item.
Please note it may take additional time for your bank or card provider to process the refund.
If more than 14 days have passed since your return was delivered to us and you haven’t received your refund, please contact us.
Conditions of return
We reserve the right to refuse returns that:
- Show signs of wear or use
- Are returned outside the stated timeframes
- Are not in resalable condition
Cancelling an order
Under Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it.
To do this, contact us within 14 days of delivery and return the item to us.
We’ll refund the item price and the cost of standard delivery. Return postage remains the customer’s responsibility unless the item is faulty or incorrect.