Refund policy

At Sophie Mayfair, we are committed to your satisfaction. If for any reason you are not fully happy with your purchase, please review the conditions and return procedure below. Nothing in this policy affects your statutory rights under UK consumer law, including your right to cancel within 14 days under the Consumer Contracts Regulations 2013.

Reasons for return and available solutions

1. Late delivery — If your order is delivered after the maximum estimated delivery time (21 days), you are entitled to a £6 refund as compensation.

2. Wrong size or colour (selected at checkout) — You may request a return or exchange. Return shipping costs are the customer's responsibility.

3. Change of mind (unwanted item) — You may request a return or exchange. Return shipping costs are the customer's responsibility.

4. Incorrect item received (wrong or missing item) — If you receive an incorrect or incomplete item, please contact our customer service by email. After verification, we will send a replacement at no additional cost or offer a suitable solution.

5. Incorrect delivery details provided by the customer — Please check your delivery details carefully before completing your order. If there is an error, contact our customer service immediately by email so we can check whether a correction is still possible.

6. Other reasons — For any situation not listed above, please contact Sophie Mayfair customer service by email, clearly explaining the issue. Our team will review your request and offer the best possible solution.

How to return your order

  • Contact us: Email info@sophiemayfair.com within a maximum of 30 days after receiving your order, stating your order number and the reason for the return.
  • Approval and return address: After review, we will confirm whether the return is accepted and provide the correct return address. Note: if we receive no response within 14 days of approval, the return request will be automatically cancelled.
  • Prepare the return: Items must be returned in their original packaging, in good condition, with all accessories and included components.
  • Send the parcel: Ship the parcel to the address provided and send us the tracking number by email.
  • Refund processing: Once the item(s) are received and inspected, the refund will be issued within a maximum of 5 days, via the original payment method.

Items not eligible for return

  • Pre-order products
  • Items that have been used or are not in their original condition
  • Products bought on promotion, including "buy one, get one free" offers
  • Returns are limited to a maximum of 3 items per customer

Product damaged on arrival — If your product arrives damaged:

  1. Take clear photos of the product on a flat surface, showing the defect and the label.
  2. Send the photos and a description of the problem to info@sophiemayfair.com within 5 days of receipt.
  3. After validation, a replacement will be sent free of charge. In the event of a second defect, a full refund will be issued.

Additional information — All returns must be approved in advance by our customer service. Unauthorised returns will not be accepted. For any questions, contact us at info@sophiemayfair.com.

Thank you for choosing Sophie Mayfair 🤍