Return Policy

The order must meet the following conditions:

• The order includes all correct parts, components, and the packaging is exactly as it arrived with the product.
• Normal handling of the product is evident, and damage from careless handling is excluded.
• Products where hygiene is important have been thoroughly cleaned before the return process begins.
• The product was found to be defective immediately upon receipt.
• We reserve the right to charge shipping costs to the customer.
• A return will be processed within 7 working days, and if conditions are met, the return will be officially confirmed within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged.

For damaged items, always send a photo of the damage as soon as possible.

 Damaged Goods: Please contact us immediately and send us a clear photo of the damaged items. For return requests, we always ask for photos of the items received, regardless of whether they are damaged or not. This way, we can ensure that the customer contacts the correct company for the items received. Even if the customer does not complain about a damaged item, we can look for any faults and request a refund from the supplier.

How can I return my order?

If your order meets the above conditions, follow these steps to start the return process:

• Email: info@sophie-claire.com
• Make sure the email includes:
  • Order number
  • ALWAYS a photo of the product
  • Reason for the return request
  • First name + last name of the customer
  • Customer’s address

We will then contact you with the return address. Never send the return to the sender; we will provide the correct address after your request. You, the customer, are responsible for the return shipping costs.

Consumers have a right of withdrawal under the following provision if the consumer is a natural person entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity:

CANCELLATION TERMS

Right of Withdrawal

The cancellation period is 24 hours after the order is placed. This is the average processing time in which orders are prepared for shipment.

As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible after receipt of the goods.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., by email) to SOPHIE/CLAIRE. The withdrawal is completed when we receive the goods. The cost of returning the goods is the customer’s responsibility.

Registration of shipments in transit.

Since our goods are shipped from Asia, there may be longer transit times over which we have no control.

If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. Of course, you can inform us of your cancellation beforehand.

To ensure the fastest possible return, we ask you to send us a shipping confirmation.

Effects of Withdrawal

If you withdraw from this contract, we must refund all payments received from you, except for shipping costs (excluding extra costs resulting from choosing a different type of delivery than the cheapest standard delivery offered by us), promptly and no later than fourteen days after the day we receive notice of your withdrawal from this contract and receipt of the goods. For this refund, we use the same payment method you used for the original transaction unless expressly agreed otherwise; in no case will you incur any costs for this refund.

Failed Delivery Policy: We strive to deliver the package as soon as possible. If the package is refused, the address is incorrect, or it is not picked up, resulting in a failed delivery, we charge €9.95 shipping and handling cost.

* ALL RETURNS ARE AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.