Exchanges and Returns
This Return & Refund Policy applies to all purchases made through Sofia Lusso and is designed to comply with applicable UK consumer protection laws.
Your Right to Cancel (UK Consumer Rights)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.
The cancellation period expires 14 days after the day you receive the last item of your order.
To exercise your right to cancel, you must inform us of your decision by contacting our customer support team in writing (email is sufficient).
Extended Returns Period
In addition to your statutory rights, we offer an extended return period of 30 days from the date of delivery, provided that:
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The item is unused and unworn
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The item is in its original condition
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All original packaging, tags and accessories are included
Returns that do not meet these conditions may be refused or partially refunded.
Non-Returnable Items
For hygiene and personalisation reasons, the following items cannot be returned, unless they are faulty or incorrect:
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Personalised or custom-made products
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Items showing signs of use or wear
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Items returned without original packaging or components
This does not affect your statutory rights if the item is defective.
How to Return an Item
To return an item, please follow these steps:
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Contact our customer support team at info@sofialusso.com to request a return.
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Download and complete the return form available on our website.
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Package the item securely, including all original parts and documentation.
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Send the parcel using a tracked shipping service to ensure safe delivery.
We recommend keeping proof of postage until your return has been processed.
Shipping Costs for Returns
The return shipping costs are the responsibility of the customer, unless the return is due to an error on our part, or if the product is damaged or the wrong item was delivered. Please note that delays at customs are beyond our control and are not a valid reason for return.
In case of a damaged or incorrectly delivered product (color, size, etc.), we will cover the return costs. Please contact us within 30 days of receiving the product to report this.
Important: We do not provide return labels. Do not send back a product without prior consultation with our team. All returns must be shipped with Track & Trace. Without Track & Trace, we cannot process your refund.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds are processed within 5 working days
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Refunds are issued to the original payment method
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Depending on your bank or payment provider, funds may take additional time to appear in your account
CONTACT INFORMATION
For any additional questions (about shipping, orders, etc.), feel free to send us a message under the "Contact" menu, and we will respond as quickly as possible.
Company name: Sofia Lusso
Chamber of Commerce number: 88174174
Email-Address: info@sofialusso.com
Telephone number: +31850806945
Essebaan 17C, 2908LJ, Capelle aan den IJssel, The Netherlands
Any questions? Check out our Frequently asked Questions Or contact us via our Contact page