Return Policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS; FEES APPLY.

Returns Is it possible to return my order? Yes, it is possible.

If you are not satisfied with the items ordered, you have the option to return them within 30 days of receipt. In this case, the following conditions must be met:

  • The order still includes all relevant parts, components, and packaging, just as the product arrived.
  • Normal handling of the product is evident; breakages due to improper handling are excluded.
  • Products for which hygiene is important have been thoroughly cleaned before initiating the return process.
  • The product was recognised as defective immediately upon receipt.
  • We are entitled to charge the customer for the shipping costs.
  • A return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.
  • *We reserve the right to reject returned items if we suspect that the items have been used or damaged without our fault.

How can I return my order?
 If your order meets the above conditions, you need to do the following to initiate the return process:

  • Send an email to: info@sophia-london.uk
  • Ensure that the email includes the following:
  • Order number
  • Reason for the return request
  • Photo of the product in case of a breakage
  • First and last name of the customer
  • Customer's address

We will then contact you and provide you with the return address. Never send the return back to the sender. We will send you the correct address after you have requested it. You, the customer, are responsible for the shipping costs of returning the product.

CANCELLATION
The consumer has a right of withdrawal according to the following provision, if the consumer is a natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor self-employed:

A. CANCELLATION CONDITIONS Right of Withdrawal
The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the last goods. As we operate with a fully automated system, orders are processed immediately after being placed. Therefore, we cannot interrupt the shipping process until delivery, and a refund is not possible upon receipt of the goods. To exercise your right of withdrawal, you must inform us, Sophia-London, by means of a clear statement (e.g. by email) of your decision to withdraw from this contract. The withdrawal is completed when we have received the goods. The buyer bears the cost of returning the goods.

Record of Shipments in Transit
As 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 withdrawal in advance. To ensure the quickest possible return, please send us a shipping confirmation.

Consequences of Withdrawal
If you withdraw from this contract, we must reimburse all payments we have received from you, including the delivery costs (except for the additional costs arising from the fact that you chose a type of delivery other than the least expensive standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this repayment.

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