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, unwashed and returned to us in a pristine, re-saleable condition, 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:
Whistl Fulfilment South West
If you no longer have a returns form, please contact our Customer Services Team who will be able to email you a new form that you can then print and include in your package for return.
Once the item(s) have been received back into our warehouse and processed (which can take upto 3 days), our Accounts Team will process your refund to the original method of payment. You will receive an email entitled 'Credit Memo' to confirm your refund has been processed. Please note that it can take 2-5 working days for funds to appear back in your account, depending on your bank.
All items must be returned within 28 days from the day your parcel was delivered in order to be eligible for a refund. www.sophieconran.com reserves the right to withhold a refund should the item(s) arrive back to us outside of this time frame or if they arrive in a non-resalable condition (this includes any damage that may have occurred in transit as you send it back to us).
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.
We are only able to process refunds or exchanges for orders that have been specifically purchased through www.sophieconran.com and will need to be able to find your original order to be able to assist you.
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 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 the shipping cost will be charged on the new items.
Do please contact our Customer Service Team should you have any questions - firstname.lastname@example.org.
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 order number so that we can investigate and resolve the matter for you swiftly and efficiently. Should you experience an issue with your product outside of this time-frame then do please get in touch and we will take each situation case by case and work to find a suitable resolution, however please note that due to supplier constraints, if you do not advise us within 5 days of delivery we may be unable to replace.
Email: email@example.com Opening hours: Monday - Friday 9am - 6pm. We will always endeavour to respond within 24 hours or as soon as possible after the weekend.