Returns & Refund Policy
At Sophia & Luna London, customer satisfaction is important to us. We understand that occasionally an item may not be quite right and you may wish to request a return.
This policy explains how returns, refunds and order-related issues are handled. If you are unsure about anything, please contact our customer care team at info@sophiaandluna.com before sending an item back.
To help us assist you efficiently, please avoid sending multiple emails regarding the same request within a short period, as duplicate messages may delay our response.
1. How We Work
Sophia & Luna London works with selected suppliers to deliver our collections to customers. This allows us to operate with lower levels of excess inventory and helps reduce unnecessary waste.
Depending on the product and location, orders may be dispatched directly by one of our international partners. For this reason, approved returns may need to be sent to a designated return facility outside the UK.
Please do not return an item to the address shown on your parcel unless our customer care team has specifically instructed you to do so.
2. Requesting a Return
A return request must be submitted within 30 days of receiving your order by contacting info@sophiaandluna.com.
Returns can only be requested once the order has been physically delivered to you.
When contacting us, please provide:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Any relevant photographs where there is an issue with the product
Once your request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.
3. Return Conditions
To be eligible for a return, products must be returned in their original condition. Items must be unworn, unused, unwashed and undamaged, with all original labels and tags attached.
You may try an item on to determine whether it is suitable, but it must not show signs of wear or use.
A reason for the return must be provided when submitting your request.
For hygiene reasons, certain products — including underwear, swimwear and jewellery — may not be eligible for return once opened, worn or used.
Where permitted by applicable law, returns made purely because of personal preference, such as a change of mind, preferred style or fit, may be subject to a 10% restocking fee. This does not apply to products that are faulty, defective or materially different from their description.
4. Return Shipping
Unless the product is faulty, incorrect or otherwise covered by your statutory rights, return shipping costs are the responsibility of the customer.
Depending on the product and supplier, your approved return may need to be sent to a designated return location in the Netherlands, Portugal or China.
Customers are responsible for arranging the return shipment and retaining proof of postage.
We strongly recommend using a tracked shipping service. Sophia & Luna London cannot accept responsibility for returned parcels that are lost in transit without sufficient proof of shipment.
Where legally permitted, payment processing charges that are not returned to us by our payment provider may be deducted from the refundable amount.
5. Alternative Solutions
We understand that international returns can sometimes be costly or inconvenient.
Depending on the circumstances, our customer care team may be able to offer an alternative solution, such as a partial refund, replacement or discount. Any alternative arrangement will be discussed and agreed with you by email.
Please contact info@sophiaandluna.com before returning your order so we can determine the most appropriate solution.
6. Faulty, Incorrect or Damaged Products
If you receive an item that is damaged, defective or different from what you ordered, please contact us within 14 days of delivery.
Include your order number, a clear description of the issue and photographs showing the product and the relevant defect or problem.
This information allows our customer care team to assess the issue and provide an appropriate solution as quickly as possible.
Nothing in this policy is intended to limit any statutory consumer rights that may apply to your purchase.
7. Refunds
Once an approved return has been received and inspected at the designated return facility, we will notify you regarding the outcome of your return.
Where a refund is approved, it will normally be issued to your original payment method within 14 days of approval.
Any original delivery charges will be handled in accordance with applicable consumer law.
Bundle Discounts – Duplicate Items in Multiple Sizes
Where multiple units of the same product are purchased in different sizes as part of a promotional bundle discount, returning one or more items may affect the discount originally applied to the order.
If the remaining items no longer meet the requirements of the original promotion, the refund may be recalculated based on the promotional terms and the price that would have applied to the items retained.
Where applicable and permitted by law, certain promotional adjustments may be issued as store credit.
This provision specifically concerns duplicate products purchased in multiple sizes and does not automatically apply to orders containing different products.
8. Order Changes & Cancellations
We begin processing orders as quickly as possible after they are placed. Because of this, we cannot guarantee that an order can be changed or cancelled once processing has started.
If you need to correct or change an order, contact info@sophiaandluna.com as soon as possible and we will check whether the order can still be amended.
If your order has already entered fulfilment or been dispatched, you may need to wait until it has been delivered before requesting a return.
If you experience an issue with your order, we encourage you to contact our customer care team first so that we have the opportunity to investigate and resolve the matter.
9. Excessive Returns & Misuse
Sophia & Luna London reserves the right, where legally permitted, to review accounts showing an unusually high or potentially abusive pattern of returns.
Where there is reasonable evidence of misuse, fraud or abuse of our returns process, we may restrict future purchases or take other reasonable measures in accordance with applicable law.
10. Delivery & Address Responsibility
Sophia & Luna London cannot normally accept responsibility for a parcel where tracking information confirms that it was successfully delivered to the delivery address provided with the order.
Customers are responsible for ensuring that their delivery information is complete and accurate when placing an order.
If you notice an error in your delivery address, please contact info@sophiaandluna.com as soon as possible. We cannot guarantee that an address can be changed once an order has entered fulfilment.
11. Contact Us
If you have any questions regarding a return, refund or your order, please contact our customer care team:
Email: info@sophiaandluna.com
We aim to respond to customer enquiries as quickly as possible. During particularly busy periods, response times may be longer.
12. Changes to This Policy
Sophia & Luna London reserves the right to update or amend this Returns & Refund Policy when necessary. Any updated version will take effect once it is published on our website.
By placing an order with Sophia & Luna London, you confirm that you have had the opportunity to review this Returns & Refund Policy.
Your statutory consumer rights are not affected by this policy.