If you received a defective/damaged item, please kindly contact us by sending an email to firstname.lastname@example.org, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem so we can better assist you.
Exchange and Replacement - the customer is eligible for exchanges within 15 days upon receipt of the package shown on the tracking number that we provide.
Item/s must be unworn, unwashed, and must be in the original packaging.
You may reach our email support how we can better assist you. Please be advised that you need to provide a tracking number for us to be able to process exchange and replacement.
Order cancellation and Refund policy:
We can cancel or refund your orders as long as the item has not been shipped.
However, we want to let you know that if we cancel/refund an order, we will deduct a 25% fee to cover the processing fee from our merchant.
Be reminded that if you want an item exchange and/or refund please return back the item at our Return Mailing Address. Please email our support email@example.com for further details.
Refund We offer refunds on a case-to-case basis. We will not offer a refund if the item is in transit.
Please be advised that customer pays the return shipping fee on exchanges and refunds. The USPS has the best rates in our experience, but you can ship back the item to us any way you like, as long as it has a tracking number to protect our interest.
How do I return an item?
Please email our support at firstname.lastname@example.org with an email Subject - ATTENTION: ITEM RETURN
Get our Return Mailing Address – this address can only be acquired in our email support. You need to provide a tracking number of the returned item to be eligible for a refund, replacement or exchange.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We are human and do make mistake but rest assured that we will always take care of you the best that we can.
If you placed an order to our store The Sofia Shop, we assume that the orders are all final and you will comply with THE SOFIA SHOP STORE POLICY.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gasses.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will give you further instructions on how to proceed with the exchange.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Questions? Email us at email@example.com