Return Policy
At Sophia James we want your experience with us to be a pleasant one - which is why we've made our returns policy as simple as possible. And if for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again!
We accept returns for up to 60 days from purchase, the item(s) must be unused and in the same condition that you received it and must also be in the original or similar packaging. If 60 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
If your item has a fault and is by no fault of your own, please email us some photos at support@sophiajamesjewels.com to advise us and begin the return process. The product must be immediately returned in the condition as received, without any alterations or further damage.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of outcome of your return request.
If approved, then your refund will be processed and applied to your credit card or original method of payment, within 3-7 business days.
Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your item(s).
EXCHANGES (IF APPLICABLE)
We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at support@sophiajamesjewels.com and we will try our best to help you!
Once your return is received and inspected, we will send an email to notify you that we have received your returned item(s). We will also send you a notification email if a full or partial refund will be processed.
MISSING PACKAGES
All domestic orders sent from Sophia James are sent via a traceable method and require a signature on delivery. If no one is at the shipping address when the postman attempts to deliver your order, the postman will leave a card in your post box or somewhere safe indicating which local post office you can collect the package from. You will need to provide identification to collect from the post office.
If a tracking number shows the item(s) were successfully delivered to the shipping address provided during the checkout process. We recommend customers contact their local office to inquire where it was delivered.
No replacements or refunds will be issued on items that show as successfully delivered. We will not be liable for incorrect address information provided by customers or missed delivery attempts by couriers.
We always recommend checking around your property or with neighbours to ensure your package was not misplaced.
If you believe your package may have been stolen, you may file a report with your local courier and local police.
LOST IN TRANSIT
Royal Mail is a reliable and trustworthy courier, and due to the large influx of orders they receive daily, they may experience delays or missing items. We work closely with Royal Mail in order to ensure that each customer receives their package in a timely manner, however, we understand delivery issues can occur that are out of our control.
In cases where your order has been declared “Lost In Transit”, we would be more than happy to re-ship your order, at no extra cost.
To return your product, you should email us at support@sophiajamesjewels.com, to begin the return process.
We accept returns for up to 60 days from purchase, the item(s) must be unused and in the same condition that you received it and must also be in the original or similar packaging. If 60 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
If your item has a fault and is by no fault of your own, please email us some photos at support@sophiajamesjewels.com to advise us and begin the return process. The product must be immediately returned in the condition as received, without any alterations or further damage.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of outcome of your return request.
If approved, then your refund will be processed and applied to your credit card or original method of payment, within 3-7 business days.
Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your item(s).
EXCHANGES (IF APPLICABLE)
We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at support@sophiajamesjewels.com and we will try our best to help you!
Once your return is received and inspected, we will send an email to notify you that we have received your returned item(s). We will also send you a notification email if a full or partial refund will be processed.
MISSING PACKAGES
All domestic orders sent from Sophia James are sent via a traceable method and require a signature on delivery. If no one is at the shipping address when the postman attempts to deliver your order, the postman will leave a card in your post box or somewhere safe indicating which local post office you can collect the package from. You will need to provide identification to collect from the post office.
If a tracking number shows the item(s) were successfully delivered to the shipping address provided during the checkout process. We recommend customers contact their local office to inquire where it was delivered.
No replacements or refunds will be issued on items that show as successfully delivered. We will not be liable for incorrect address information provided by customers or missed delivery attempts by couriers.
We always recommend checking around your property or with neighbours to ensure your package was not misplaced.
If you believe your package may have been stolen, you may file a report with your local courier and local police.
LOST IN TRANSIT
Royal Mail is a reliable and trustworthy courier, and due to the large influx of orders they receive daily, they may experience delays or missing items. We work closely with Royal Mail in order to ensure that each customer receives their package in a timely manner, however, we understand delivery issues can occur that are out of our control.
In cases where your order has been declared “Lost In Transit”, we would be more than happy to re-ship your order, at no extra cost.
To return your product, you should email us at support@sophiajamesjewels.com, to begin the return process.