Return Policy

Is it possible to return my order?

Yes, this is possible.

If you are not satisfied with the items you have ordered, you may return eligible items within 30 days of receipt. To be accepted, your order must meet the following conditions:

  1. Items must be unused, in their original packaging, and include all components.

  2. Normal handling of the product is evident, breakage due to careless handling is excluded.

  3. Products for which hygiene is important have been thoroughly cleaned before the return process begins.

  4. The product has been found to be defective immediately upon receipt.

  5. Return shipping costs are the responsibility of the customer.

  6. 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 refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, please send an email to: Support@SofieKlein.co.uk with the following details:

  • Order number
  • Reason for the return request
  • Photo of the product (in case of damage)
  • First name + last name of the customer
  • Address of the customer

Please do not send your item back to the sender address. We will provide the correct return address after confirming the details of your return request. 

You, the customer, are responsible for the shipping costs of returning the product.

ORDER CHANGES

Please note that we do not accept order changes once an order has been placed. This includes requests to change the size, color, or style of an item.

Please double-check all order information at checkout before completing your purchase.

CANCELLATIONS

As we work with a fully automated system, orders are processed shortly after they are placed. You may request a cancellation only within 4 hours of placing your order if it has not yet been processed.

Once your order has been processed or shipped, we are unable to cancel it. In this case, you may return the item after it arrives, following the return instructions above.

To request a cancellation, email us with your order number and a clear request to cancel.

Orders in Transit

As our products are shipped from Asia, delivery may take longer than expected due to international transit. If your item is already en route, we cannot cancel the order. You are welcome to notify us of your intention to return the item once received.

To speed up the return process, please send us your shipping confirmation once you’ve mailed the item back.

Refunds

If your return is approved, we will refund your payment via the original payment method within 14 days of receiving your returned item.

Please note:

  • Shipping costs are non-refundable.
  • You are responsible for the cost of return shipping.
  • Any additional charges incurred from selecting non-standard delivery options will not be reimbursed.

Refunds are only issued once we have received and inspected the returned item to confirm it meets our return conditions.