Refund policy

1. Return Eligibility

  • To initiate a return, you must provide your order number.
  • Only unopened and unused items are eligible for return.
  • Once the returned item is received and inspected at our warehouse, the return will be approved or declined in accordance with our return policy.
  • Items that are used, opened, or damaged and deemed ineligible for a refund will not be returned to the customer.

2. Damaged Items

  • If your item arrives damaged, you must contact us at
    📧 suzie@sophiecompany.com within 7 days of receiving your order.
  • After contacting us, the damaged item must be returned to our warehouse for inspection.
  • Once the item is received and reviewed:
    If a replacement is available, a replacement will be issued.
    If a replacement is not available, a full refund of the purchase price will be provided.

3. Non-Refundable Cases

Refunds or exchanges will not be provided for:

  • Products that have been opened or used
  • Allergic reactions or adverse skin conditions, as individual skin responses may vary

4. Lost or Stolen Packages

  • We are not responsible for lost or stolen packages that are marked as delivered by the shipping carrier to the address provided at checkout.
  • Upon request, we can provide delivery confirmation details, including:
    1. Delivery address
    2. Delivery date
    3. Tracking information

In the event of a missing package marked as "Delivered," please coordinate with the carrier's local office first, as they have the most accurate information regarding the delivery personnel. We can provide all relevant shipping details (address, date, tracking) to support your claim. For any additional support, reach out to 📧 suzie@sophiecompany.com.

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