Returns and exchanges

Returns

You have the right to return your item(s) within 30 days from the date of collection. A return fee of 39 SEK (within Sweden) applies and is deducted from your refund.
To be eligible for a return, the original seal must be unbroken. For hygiene reasons, we do not accept returns on items where the tag or seal has been removed.

Made-to-order items - including Fine Jewellery- are final sale and cannot be returned or
exchanged. Uncollected packages are subject to a handling fee:
150 SEK / 125 DKK / 150 NOK / €15 / $20 USD

How to Return Your Order Within Sweden
1. Go to this link and enter your order number and email address.
2. Select the item(s) you'd like to return and the reason.
3. Ensure the jewellery is sealed and pack it in the original packaging with the delivery note.
4. Take the package to your nearest PostNord location and show your QR code. They’ll
print a return label.
5. Refunds are issued within 14 business days of receiving your return. Please note
processing may take longer during summer holidays.

Please note: If your jewellery was purchased through one of our retailers, please contact them directly for return assistance.

Outside Sweden

1. Fill in the return form included in your order.
2. Make sure the jewellery is sealed and place it with the delivery note in the original
packaging.
3. Send the package to:
 SOPHIE BY SOPHIE
 Mailbox 308
 111 73 Stockholm, Sweden
4. You are responsible for the return shipping (unless agreed otherwise). We are not liable
for items lost during return shipping.
5. Refunds are issued within 14 business days of receiving your return. Allow extra time
during holidays.

Exchanges

If you'd like to exchange one or more items from your order for a different size or product,
simply follow the standard return process above. Return the item(s) you no longer want, and place a new order for the replacement. Please note that all items must be returned in unused, original condition, with the seal unbroken and in the original packaging. 

Claims & Complaints

To submit a complaint, please follow the return steps outlined above. Our complaint policy is valid for 1 year from the date of purchase. During this period, claims are free of charge if the item was purchased from our webshop (sophiebysophie.com) and the issue is considered valid.

Please include:
● A copy of your receipt
● A photo clearly showing the issue

Once we receive the item, we will assess whether it should be repaired (free of charge or at a cost), replaced, or refunded.

If our products or service do not meet your expectations, don’t hesitate to contact our Customer Loyalty Team at info@sophiebysophie.com - we are here to help