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5

Refunds & Exchanges

Returning an Item for Refund

We really hope you love your new purchase but if you are not completely happy with any of the items in your order or should you simply change your mind, we will be happy to issue a refund subject to the conditions listed below.

All items must be unused, returned to us in a pristine re-saleable condition and in the original packaging, within 28 days of receipt. Please note that shipping costs are non-refundable.

Return postage costs are payable by the customer - please use a reliable courier with tracked delivery and ensure that the courier will provide insurance for the full value of the parcel.

Please use the returns form included with your order to let us know which item(s) you wish to return and the reason for return and send your parcel back to:

Sophie Conran Returns

Whitehouse Solutions

Whitehouse Business Park

White Ash Green

Halstead

Essex

CO9 1PB

If you no longer have a returns form, please contact our Customer Services Team who will be able to record your information and match the returned parcel to your order when it arrives.

Once the item(s) have been received back into our warehouse, our Accounts Team will process your refund to your original method of payment and you will receive a Credit Memo via email to confirm your refund. Please note that it can take 2-5 working days for funds to appear back in your account, depending on your bank.

Please note all items must be returned within 28 days from your day the parcel was delivered in order to be eligible for a refund. Any items returned out of this time frame will only be eligible for store credit, which will be applied to your sophieconran.com account and will be valid for 1 year from the date of issue.

Should the returned items have arrived back with us in a non-resalable condition sophieconran.com reserves the right to withhold refund.

If a free gift was included with your original order and you choose to return your order in full, or if the items returned take your order value under the threshold for the free gift, we ask that the free gift be returned along with your order. If the gift is not returned, the full retail value of the free gift will be deducted from your refund.

Please note that refunds processed for items purchased as gifts can only be issued to the original purchaser. Should you wish to return a gifted item or exchange it for an item of a lower value, the balance will be refunded to the original purchaser. Should you wish to exchange a gifted item for an item of the same or greater value, you would be required to pay the difference and therefore the original purchaser need not be notified.



Exchanging an Item

Should you wish to exchange an item on your order please return the item(s) following the returns guidelines above and place a new order for the new items.

Providing the items returned are received in a pristine, re-saleable condition and within 28 days of the delivery date, a full refund for the value of the goods will be processed.

Please note that the original shipping costs are non-refundable and shipping cost will be charged on the new items.

Do please contact our Customer Service Team should you have any questions regarding this, via customerqueries@sophieconran.com or (0)20 7603 1522.



Returning a Faulty Item

We pride ourselves on our beautiful, high-quality products but occasionally accidents occur. If your product is delivered in a condition that does not meet your expectations please email our Customer Service Team within 5 days of delivery with a picture of the item concerned along with your details so that we can investigate and resolve the matter for you swiftly and efficiently, via customerqueries@sophieconran.com.