GENERAL RETURN POLICY:
Merchandise(s) purchased on SOFIE & NATE can be returned within 15 days of purchase. The merchandise(s) must meet the following conditions:
- Merchandise must be returned within 15 days.
- Merchandise must not be torn, altered, or tattered.
- Merchandise must be returned in original packaging.
- Shipping and handling charges are NOT refundable.
- If you ship packages with COD instruction, the package may be denied or the COD amount may be deducted from your return amount.
- Final Sale items may not be returned.
ACCEPTANCE OF DEFECTIVE ITEM FOR RETURN:
For an item to be considered a defective item, it must meet the following criteria for it to be qualified for a full refund credit:
- Defect must be from the manufacturer’s fault, not from customer’s misuse, abuse or negligence.
- The defective piece was notified to our Customer Service representative via email (email@example.com) within 5 days of the package receipt. We can track when the package was received by the customer through our courier’s tracking no. and customer sign-off for the package.
If the defect is found to be caused by the customer’s misuse, abuse or negligence in handling the product, SOFIE & NATE reserves the right not to accept the product for return.
HOW TO RETURN MERCHANDISE:
1) Please email our Customer Service at firstname.lastname@example.org to inform us of your intention to return, stating the following information in your email:
- Your Name
- Your Invoice No.
- Item(s) to be returned
- Reason for return
2) Our Customer Service will email you back to acknowledge the return and let you know the address for return.
3) Please return the item with your original invoice along with your customs document (if outside the USA). Please use your own selected courier and make sure you have a tracking number to track the package status.
4) All return merchandise, once received by our customer service and is deemed to meet our return policy, will be refunded back to your original payment type or you can request a Store Credit, which will be issued to you promptly within 1-3 business days.
REFUNDS & PROCESSING TIME:
Once your returned package arrives at SOFIE & NATE within the 15-day time limit, we will process your refund within 3-5 business days. Afterwards, you will be notified via email to the email address listed on your account regarding the refund transaction.
Once you contact our customer service about a return, you can also let us know if you want Store Credit instead of a full refund. We will provide you with your store credit code as quickly as possible after processing your return. Your store credit code will never expire and is for a ONE TIME use only. Store credit cannot be exchanged for cash or be credited to any account.