Return Refund Policy

ORDER CONFIRMATION AND ACCEPTANCE

When you place an order on the Sophie Vancouver website, you confirm that you have read and accepted this Return and Refund Policy.

By completing checkout, you confirm that:
• You understand our return conditions and deadlines.
• You agree to follow the return procedure described below.
• This policy and all order-related records may be used as evidence in case of a dispute or chargeback.

RETURNS

If you are unhappy with your purchase, you may request a return within 30 days after delivery, as long as all conditions below are met.

Return Conditions
To qualify for a return:
• The item must not be worn, washed, or used.
• The item must be in its original state and packaging.
• Only basic inspection of the product is allowed.
• Return shipping costs are paid by the customer.

Once your return is received, it will be reviewed within 7 business days. We may decline returns if the product shows damage, heavy wear, or misuse that was not caused by us.

RETURN PROCESS

To request a return, follow these steps:

• Email info@sophievancouver.com within 30 days of delivery.
• Include the following information:
• Order number
• Reason for return
• Photos if the item is damaged or faulty
• Your full name and shipping address

Wait for our confirmation and return instructions before sending anything back.

Do not ship items without approval. Unauthorized returns may be rejected.

Use a tracked shipping method and keep your shipping proof until the return is completed.

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or defective, contact us within 2 days of delivery at info@sophievancouver.com

Include:
• Your order number
• A short explanation of the issue
• Clear photos or a short video showing the problem

After review:
• We may offer a replacement, depending on stock and issue type.
• In some cases, a return will not be required.

Replacements are usually shipped within 7 to 14 business days.

LOST OR UNCLAIMED PACKAGES

If your shipment is lost:
• Contact us with your order number and tracking information.
• We will help investigate with the carrier and confirm the outcome.

If confirmed lost, we will arrange a replacement or refund.

If a package is refused, not collected, or returned due to an incorrect address, a 35 CAD fee will be deducted from the refund to cover handling and shipping costs.

CANCELLATIONS AND WITHDRAWAL

You may request order cancellation within 30 days after receiving your order under applicable Canadian consumer rules.

Orders cannot be stopped once shipped. If your order has already left our warehouse, you must complete a return after delivery.

To cancel before shipment, email info@sophievancouver.com with a clear cancellation request.

Return shipping costs remain the responsibility of the buyer.

CHARGEBACKS AND DISPUTES

If there is an issue with your order, contact us first. We aim to resolve problems quickly and fairly.

If a chargeback or payment dispute is opened, we may submit the following as evidence:
• Order confirmation
• Tracking records
• Email communication
• Product photos

Filing a chargeback without contacting us first may slow resolution and affect future purchase eligibility.

IMPORTANT INFORMATION

• Returns are sent to our main warehouse in Asia at the customer’s expense.
• Shipping delays or customs issues are outside our responsibility.
• Items that are used, worn, or unhygienic will not be accepted.
• Return shipping is not free and handling fees apply.

CONTACT

Questions about this policy can be sent to:
info@sophievancouver.com