Refund policy

At Sophie & Olivia, we believe lingerie should feel exciting to receive and effortless to shop for. If something isn’t quite right, whether it’s the fit, feel, or style, we’ll always do our best to help make it right.

You may return eligible items within the return window below, as long as they are unused, complete, and in their original condition and packaging.

Eligibility

All Sophie & Olivia products may be returned within 30 days of delivery.

Items must be returned unused, unworn, complete, and in their original condition and packaging. Returns showing signs of wear, washing, perfume, damage, or missing components may be declined.

Registration & Inspection

Sophie & Olivia uses a Self Service Return Portal to make returns as simple as possible.

Customers must provide a valid return reason and, where requested, clear supporting evidence when registering a return. All returned items are inspected within 5–7 business days of receipt, and customers will be notified of the outcome via email.

Costs & Shipping

Customers are responsible for return shipping costs unless the return is due to our error, including incorrect, damaged, or defective items.

Original shipping costs are non refundable.

Items must be returned complete and in original condition to qualify for approval. Bundled items must be returned in full and cannot be returned individually.

Please note that customs related delays or carrier delays are outside of our control and are not valid grounds for a return or refund.

Exchanges

Exchange requests must be submitted within 14 days of delivery.

Once the returned item has been inspected and approved, store credit will be issued via email so a new order can be placed in the preferred size or style. Direct item for item exchanges are not offered.

If a replacement item is issued, the replacement order is considered final and is not eligible for further return or refund. By accepting a replacement, the customer acknowledges that the original issue has been resolved.

Denials & Acceptance

Sophie & Olivia reserves the right to refuse any return that does not comply with this policy, including items that are used, incomplete, outside the return window, or sent to an unauthorized return address.

Denied returns may be shipped back to the original sender at the customer’s expense.

Customers may cancel their order within 15 minutes of purchase. After this timeframe, orders may already be in processing and can no longer be cancelled or adjusted.

By placing an order with Sophie & Olivia, customers acknowledge and agree to this Return Policy.