Refund policy

Welcome to sofiebridal.shop.

At sofiebridal.shop, we are committed to providing a transparent, fair, and reliable shopping experience for customers purchasing clothing, bridal dresses, formalwear, and other apparel products.

We understand that an online purchase may not always meet your expectations. This Return & Refund Policy explains our return eligibility requirements, return procedures, refund timelines, and available customer support.

Please review this policy carefully before placing an order through our website.

1. Our 30-Day Return Policy

We offer a 30-calendar-day return policy for eligible merchandise purchased through sofiebridal.shop.

Customers must submit their return or refund request within 30 calendar days after receiving their order.

The 30-day period begins on the day following confirmed delivery and includes weekends and public holidays.

For example, if your order is delivered on October 1, you may submit your return request through October 31.

A return request must be submitted within the applicable return period. The returned item does not necessarily need to arrive at our return facility within those same 30 days, provided the request was submitted on time and the customer follows the return instructions and any reasonable return shipping deadline communicated during the process.

Requests received outside the standard return period may not qualify for discretionary returns unless applicable law provides otherwise.

2. Return Eligibility

For standard change-of-mind returns, products must generally meet the following conditions:

• A return request is submitted within 30 calendar days after delivery.

• The item is unused and unworn, except for reasonable fitting or inspection.

• The item is clean and free from stains, perfume, makeup, and other signs of use.

• The item has not been washed, damaged, or altered after delivery.

• Original tags and accessories are included where reasonably possible.

• The customer provides an order number or other acceptable proof of purchase.

Customers may try on clothing, bridal dresses, and formalwear to determine fit, provided the item remains in a returnable condition.

These conditions do not limit rights that apply to defective, damaged, incorrectly supplied, or misdescribed products under applicable law.

3. Bridal Dresses, Formalwear, and Customized Items

Standard-sized, non-customized bridal dresses and formalwear are eligible for return under our 30-day return policy when the return conditions are satisfied.

Items that have been customized, personalized, made to individual measurements, or altered specifically at the customer's request may be excluded from discretionary change-of-mind returns, provided this restriction was clearly disclosed before purchase.

Items that have been altered, damaged, or visibly worn after delivery may not qualify for standard discretionary returns.

Any customization-related return restrictions do not exclude remedies available under applicable law for defective, damaged, or incorrectly supplied merchandise.

Customers are encouraged to review all product details, sizing information, and customization conditions before completing a purchase.

4. Non-Returnable Items

Certain products may be excluded from discretionary returns for hygiene, personalization, or product condition reasons.

These may include:

• Personalized or made-to-measure items identified as non-returnable before purchase

• Clothing that has been worn beyond reasonable fitting

• Washed, altered, or intentionally damaged items

• Intimate apparel that cannot be safely resold for hygiene reasons, where permitted by law

• Products specifically identified as final sale before purchase, where lawful

These exclusions do not affect applicable legal rights relating to defective or incorrectly described merchandise.

5. How to Request a Return

To initiate a return, please contact our customer service team:

Email: info@sofiebridal.shop

Include the following details:

1. Your order number

2. Your full name

3. The email address used for your purchase

4. The product you wish to return

5. Your reason for requesting a return

6. Photographs, where relevant to damage, defects, or incorrect items

Our customer service team will review the request and provide the applicable return instructions.

Please contact us before sending any merchandise back to ensure the return is directed to the correct facility.

6. Return Shipping Address

Eligible returns should be sent to the following address after receiving return instructions:

sofiebridal.shop — Returns Department

2375 South School Avenue
Fayetteville, AR 72701
United States

Return Support Email: info@sofiebridal.shop

Customers should securely package returned merchandise to prevent damage during shipping.

We recommend using a tracked delivery service and retaining proof of shipment until the return is completed.

Please do not send returned merchandise to our United Kingdom business address unless specifically instructed by our customer service team.

7. Return Shipping Costs

For standard discretionary returns, including returns due to personal preference, a change of mind, or an incorrect size selected by the customer, return shipping costs are the responsibility of the customer.

Where an item is confirmed to be defective, damaged upon arrival, incorrectly shipped, or materially different from its description, sofiebridal.shop will cover reasonable return shipping costs when a return is required.

Restocking Fee: $0.00 USD

We do not charge a restocking fee for eligible returns.

Our standard outbound shipping service for eligible United States orders is free.

Any legally permitted adjustments to a refund will be clearly explained before processing.

8. Return Inspection and Refund Approval

When returned merchandise arrives at our return facility, our team will review its condition and confirm whether it qualifies for a refund.

The review may include checking:

• The order number and product details

• Whether the return request was submitted within 30 calendar days after delivery

• The condition of the returned merchandise

• Whether all applicable return conditions have been satisfied

We will inform the customer when a refund has been approved or if additional information is required.

For standard discretionary returns, refund approval generally follows receipt and inspection of the returned merchandise.

For items that are damaged, defective, or incorrectly supplied, an appropriate resolution may be approved earlier when sufficient evidence is available.

9. Guaranteed Refund Timeline — Within 7 Business Days

sofiebridal.shop guarantees that every approved monetary refund will be issued to the customer's original payment method within 7 business days after refund approval.

Our refund commitment is as follows:

Refund Processing Time: Within 7 Business Days After Approval

Refund Method: Original Payment Method

Once the refund is approved, we will initiate and submit the refund to the original payment channel no later than the seventh business day following approval.

Business days are Monday through Friday, excluding applicable public holidays.

We will not require customers to accept store credit, gift cards, or discount vouchers in place of an approved monetary refund.

For returns requiring inspection, the seven-business-day period starts on the date the refund is approved, not the date the initial return request is submitted.

Although we guarantee refund issuance within 7 business days, the date on which funds become visible in the customer's account may depend on processing times set by the relevant bank, card issuer, or payment provider.

Customers may contact us for confirmation or assistance if they experience any refund-related problems.

10. Refund Amount

For an approved full return, customers will receive a refund of the amount actually paid for the eligible returned merchandise, including any applicable refundable taxes.

For a partial return, the refund amount will reflect the eligible returned items and any corresponding tax adjustments.

Our standard outbound shipping fee for eligible United States orders is:

$0.00 USD — Free Standard Shipping

No restocking fee will be deducted from eligible refunds.

Where a discount or promotional offer was used, the refund amount will be calculated based on the actual amount paid for the returned item or items.

The approved refund amount will be communicated to the customer.

11. Refund Method

All approved monetary refunds will be returned to the original payment method used to place the order.

This may include eligible credit cards, debit cards, or digital payment methods supported during checkout.

We will not redirect refunds to unrelated bank accounts or alternative payment channels unless the original method is unavailable and an alternative is permitted by applicable payment-provider rules and law.

If the original payment method is closed, expired, or inaccessible, please contact our support team for assistance.

12. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us promptly after delivery.

Please provide your order number, a description of the issue, and photographs where reasonably available.

Following our review, we will provide an appropriate remedy, which may include:

• A replacement

• An exchange, where available

• A full or partial refund, as appropriate

If a return is required due to our error, we will cover reasonable return shipping costs.

Nothing in this section reduces the customer's applicable legal rights.

13. Exchanges

Customers wishing to exchange a product for another size, color, or style should contact our customer service team.

Exchanges depend on the availability of the requested replacement item and the eligibility of the original item.

If an exchange is unavailable, customers may return an eligible item for a refund and place a new order.

Any price difference or additional cost will be disclosed before proceeding.

14. Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible.

We will make reasonable efforts to cancel orders that have not yet been dispatched.

Once an order has entered shipment, immediate cancellation may no longer be possible.

Customers may still request a return after receiving their merchandise in accordance with this policy.

Approved cancellation refunds will be issued to the original payment method within 7 business days after approval.

15. Missing or Lost Return Shipments

We recommend using a tracked shipping service when returning products.

Customers should retain their shipping receipt and tracking details.

If a return shipment is delayed or lost, please contact us with the relevant tracking information.

Responsibility for a lost return shipment will depend on who arranged the return delivery, the circumstances of the loss, and applicable legal obligations.

If we provide a prepaid return label, we will assist with the relevant carrier investigation.

16. Late or Missing Refunds

If your refund has been approved but has not appeared in your account, please review the payment method used for the original purchase.

Some financial institutions may require additional time to display refund transactions.

If we have not issued your approved refund within 7 business days after approval, please contact us immediately.

Email: info@sofiebridal.shop

We will investigate the issue and provide assistance.

Any faster refund deadline required under applicable law will take precedence.

17. Customer Rights and Applicable Law

This policy is intended to provide fair and transparent return and refund procedures for customers purchasing from the United States.

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded under applicable federal or state consumer protection laws.

Where mandatory legal requirements differ from this policy, those requirements will prevail.

18. Contact Information

If you have questions about returns, exchanges, refund requests, or the status of an approved refund, please contact us.

Store Name: sofiebridal.shop

Website: https://sofiebridal.shop

Email: info@sofiebridal.shop

Telephone: +44 7530 814803

Business Address:
50 Reynard Way
Brentford, TW8 9GF
United Kingdom

Return Mailing Address:
2375 South School Avenue
Fayetteville, AR 72701
United States

We are committed to responding to customer concerns and processing eligible refunds fairly and transparently.

19. Policy Updates

sofiebridal.shop may update this Return & Refund Policy as necessary to reflect changes to our operations, customer service procedures, or applicable legal requirements.

Any revisions will be published on this page with an updated revision date.

Changes will not retroactively remove rights applicable to previously accepted purchases or override mandatory consumer protection laws.

Thank you for shopping with sofiebridal.shop.