Returns and Refunds
Return Policy
Our return policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or an exchange.
To be eligible for a return, the item must be unused, untested, and in the same condition in which it was received. It must also be in the original packaging.
Non-returnable items
Some types of products cannot be returned, including:
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Perishable goods such as food, flowers, or magazines.
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Intimate or sanitary products, hazardous goods, or flammable materials (gases or liquids).
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Consumable items that have been used, opened, tested, or consumed.
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Gift cards.
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Downloadable software.
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Certain health and personal care products.
To complete your return, you must provide a receipt or proof of purchase.
Do not send your purchase back to the manufacturer directly.
Exclusion of refunds for subjective reasons
We do not offer refunds for personal preference reasons (e.g. "I don’t like the product," "It’s not what I expected").
We cannot offer refunds for personal medical reasons or medical advice received after the purchase. It is the customer’s responsibility to check product suitability before purchasing.
Partial refunds (if applicable)
In some cases, only partial refunds may be granted:
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Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
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Any item returned more than 30 days after delivery.
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Items used, tested, or showing signs of wear (e.g. cream residues, scratches, body odors, etc.).
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Promotional items are non-refundable; only an exchange or store credit may be offered.
Return and refund procedure (if applicable)
Once the returned item is received and inspected, we will send you an e-mail to confirm receipt. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be automatically applied to your credit card or original payment method within a few days.
If rejected, the item may be returned to the customer at their own expense.
Late or missing refunds (if applicable)
If you have not yet received your refund, please follow these steps:
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Check your bank account again.
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Contact your bank or credit card issuer. Processing times may occur before the refund is officially posted.
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If you still have not received your refund after these steps, please contact us at contact@sophie-cooper.com.
Sale items (if applicable)
Only regular-priced items may be refunded. Unfortunately, sale items are non-refundable.
Replacements and exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please send us an e-mail at contact@sophie-cooper.com.
Gifts
If the returned item was purchased as a gift and shipped directly to you, you will receive a store credit equal to the value of the return. Once the return is received, we will send you a gift voucher by e-mail.
If the item was not marked as a gift, or if the gift giver had the order shipped to themselves before giving it to you, the refund will be sent directly to them.
Return shipping
Return shipping costs are the responsibility of the customer and are non-refundable.
If you receive a refund, the shipping cost will be deducted from your refund amount.
For items over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Anti-abuse clause
We reserve the right to refuse returns or refunds in the following cases:
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If the customer has made multiple refund requests over time, suggesting abusive behavior.
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If the product is returned in conditions not compliant with our return policy.
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If false or misleading information is provided in order to obtain a refund.
Important note: By placing an order, you automatically agree to the conditions of our return and refund policy.
Shipping Policy
At Sophie Cooper, we are committed to ensuring that your order is delivered quickly and safely.
However, once the package has been marked as "delivered" by the courier, we cannot take responsibility for non-receipt.
If your package shows as "delivered" but you did not receive it, please follow these steps:
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Check the delivery address – Verify that the address provided at the time of order is correct and complete.
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Look in safe places – Check alternative delivery spots such as the entrance, mailbox, garage, or secure areas.
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Ask around – Ask roommates, neighbors, or building staff if they received the package for you.
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Contact the courier – Contact the courier (DHL, UPS, FedEx, GLS) with the tracking number for more delivery details.
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File a claim with the courier – If the package cannot be found, you may file a claim with the shipping service. Many couriers offer compensation for lost or undelivered packages.
Important note:
We cannot issue refunds or replacements for packages that the courier has marked as delivered.
By placing an order, you agree to our shipping and delivery conditions.
If you need further assistance, please contact our customer support team – we will be happy to help you!
Cancellation and Return Policy
As a customer, you have the right to cancel your order within 2 hours of purchase confirmation.
Cancellation and return procedure
To request a cancellation or return, contact customer service by e-mail or phone.
After 2 hours from confirmation, the order can no longer be canceled or returned, as it will already have been processed and shipped.
If the order has already been shipped, you may only return it after delivery.
Defective products or delivery errors
If you receive an incorrect or damaged product, you must contact us within 48 hours of delivery to request a return or replacement.
Return conditions
Items must be in their original packaging, unused, and in the same condition as received.
Shipping and handling fees are non-refundable.
We apologize for any inconvenience and appreciate your understanding. Our goal is to ensure maximum customer satisfaction, and we will do our best to resolve any issues.
These policies may be changed without notice.
Please read the General Terms and Conditions of Sale or contact our customer service team for any questions or concerns.