Client care

RETURNS.

For online orders, consumers in the UK and EU normally have a 14-day right to cancel from the day they receive the goods, subject to the exceptions described below and any stronger mandatory rights that apply in the customer’s country of residence.

Right to cancel

If you purchased an item online, by phone or by mail, you may notify us within 14 days of receiving the goods that you wish to cancel the order without giving a reason. After notifying us, you have a further 14 days to send the item back.

How to start a return

To request a return or exercise your right to cancel, please contact us at info@sofiawhitmore.com and include your name, order number, the item(s) you wish to return and, if the item is faulty or damaged, a brief explanation together with photographs where possible.

Condition of returned items

Returned items should be sent back in their original condition, with all accessories, protective elements and branded packaging included. Customers may handle the goods only to the extent necessary to inspect them as they would in a physical shop. We reserve the right to reduce a refund to reflect any loss in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, where permitted by law.

Return shipping costs

Unless the item is faulty, damaged, not as described or sent in error, the customer is responsible for the direct cost of returning the goods. Where required by law, or where we confirm a fulfilment error or product defect, we will provide appropriate return assistance or reimburse the reasonable return cost.

Refunds

Once the returned item is received and inspected, or once you provide evidence of return where required by law, any eligible refund will be issued to the original payment method without undue delay and, in any event, within 14 days. For valid cancellations of online consumer orders, we will also refund the original standard delivery charge. Any premium or upgraded shipping option selected at checkout is not refundable beyond the standard delivery cost unless required by law.

Faulty, damaged or incorrect items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible. You may be entitled to a repair, replacement, price reduction or refund in accordance with applicable consumer law. Nothing in this policy limits any statutory rights available to you.

Non-returnable items

The right to cancel may not apply to certain categories of goods, including products that are personalised or made to your specifications, sealed goods that are not suitable for return for health or hygiene reasons once unsealed, or other items excluded from return under applicable law.

Important note

This policy applies to consumer purchases made at a distance. If mandatory local law gives you stronger rights than those described here, those rights will prevail.