Refund Policy

Sophie's Vancouver

Return & Refund Policy

At Sophie's Vancouver, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read the policy below carefully before requesting a return or refund.

By placing an order through our website, you acknowledge that you have read, understood, and accepted the terms outlined in this Return & Refund Policy.

1. Returns

Eligible items may be returned within 30 days of the delivery date, provided they meet the conditions described below.

Return Conditions

To qualify for a return, items must:

  • Be unused, unworn, and unwashed

  • Be returned in their original packaging and condition

  • Show no signs of damage beyond normal inspection

  • Be sent back after receiving return authorization from our customer support team

Customers are responsible for all return shipping costs unless otherwise required by law.

Once your return arrives at our warehouse, it will normally be inspected and processed within 7 business days.

Returns that do not meet these requirements may be declined.

2. How to Start a Return

To request a return, please contact us within 30 days after your order has been delivered.

Email: info@sophies-vancouver.com

Please include:

  • Your order number

  • Your full name

  • Your delivery address

  • The reason for your return

  • Photos of the item if it arrived damaged or defective

Please wait until you receive return instructions before shipping your package.

Returns sent without prior approval may not be accepted.

For your protection, we recommend using a tracked shipping service and keeping your shipping receipt until the return process has been completed.

3. Damaged or Defective Products

If your order arrives damaged or contains a manufacturing defect, please notify us within 48 hours of delivery.

Contact us at:

info@sophies-vancouver.com

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the problem

After reviewing your request, we will determine the most appropriate solution.

Depending on the situation, we may:

  • Send a replacement item

  • Offer a refund

  • Decide that returning the product is unnecessary

Replacement orders are generally processed within 7–14 business days, subject to product availability.

4. Lost Packages

If your tracking information indicates that your shipment has been lost during transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment and, if the loss is confirmed, arrange either a replacement or an appropriate refund.

5. Refused or Undeliverable Orders

If a package is returned because:

  • The delivery address provided was incorrect or incomplete

  • The shipment was refused

  • The package was not collected within the carrier's holding period

a CAD $35 handling and shipping fee will be deducted from any applicable refund to cover the costs incurred.

6. Order Cancellations

You may request to cancel your order before it has been shipped.

To request a cancellation, please email:

info@sophies-vancouver.com

If your order has already been dispatched, cancellation is no longer possible. Once your order has been delivered, you may request a return in accordance with this policy.

Return shipping costs remain the responsibility of the customer.

7. Payment Disputes

If you experience any issue with your order, we encourage you to contact us first so we have the opportunity to resolve the matter quickly.

If a payment dispute or chargeback is initiated, we may provide relevant documentation to the payment provider, including:

  • Order confirmation

  • Shipping and tracking information

  • Communication between you and our customer support team

  • Photos or other documentation related to the order

Opening a chargeback without first contacting us may extend the resolution process.

8. Additional Return Information

Please note the following:

  • Approved returns must be shipped to our designated fulfillment facility.

  • Return shipping costs are the customer's responsibility unless otherwise required by law.

  • We are not responsible for delays caused by customs authorities or import procedures.

  • Products that have been used, damaged by the customer, or returned in an unsanitary condition cannot be accepted for a refund.

  • Original shipping charges, where applicable, are non-refundable unless the return is due to our error.

9. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method. Depending on your payment provider, it may take several business days before the refund appears in your account.

10. Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with a return, please contact our customer support team.

Sophie's Vancouver
Email: info@sophies-vancouver.com

We're always happy to assist you.