Return Policy
Sofia's Closet
Order Confirmation
By placing an order with Sofia's Closet, you confirm that you have reviewed and accepted the terms of this Return Policy.
When you complete a purchase on our website, you agree that:
- you understand our return conditions and time limits
- you will follow the return procedure described below
- in the event of a payment dispute, we may rely on order records, tracking details, and communication history as supporting documentation
Returns
If you are not completely satisfied with your order, you may request a return within 30 days of delivery, as long as the item meets our return conditions.
Return Conditions
To qualify for a return, the item must:
- be unused, unworn, and unwashed
- be in its original condition
- include original packaging where possible
- show no signs of damage caused by use, mishandling, or improper care
Items that do not meet these conditions may not be accepted.
Please note that return shipping costs are the responsibility of the customer.
Once your return has been received and inspected, we aim to process it within 7 business days.
How to Request a Return
To start a return, please contact us within 30 days of receiving your order at:
Please include the following information in your email:
- your order number
- the reason for the return
- your full name
- your shipping address
- photos of the item, if it is damaged or defective
Once we review your request, we will send you the next steps and return instructions.
Please do not send any item back without contacting us first. Returns sent without prior approval may be delayed or refused.
We strongly recommend using a tracked shipping method and keeping your shipping receipt until the return has been completed.
Damaged or Defective Items
If your item arrives damaged, faulty, or incorrect, please contact us within 2 days of delivery at:
Please include:
- your order number
- a short explanation of the issue
- clear photos, or a short video if needed
After reviewing the issue, we may offer a replacement, refund, or another suitable solution depending on the situation and product availability.
In some cases, you may not need to return the damaged item.
If a replacement is approved, it is usually arranged within 7 to 14 business days.
Lost Packages and Undeliverable Orders
If your package appears to be lost in transit, please contact us with your order number and tracking information. We will look into the issue and help you through the next steps.
If the courier confirms that the parcel has been lost, we may arrange a replacement or refund.
If an order is returned to us because it was refused, left unclaimed, or shipped to an incorrect address provided by the customer, a $35 CAD fee may be deducted from the refund to cover shipping and handling costs.
Order Cancellations
If you would like to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we may be able to cancel it.
If the order has already been shipped, cancellation is no longer possible, but you may still request a return after delivery in line with this policy.
Refunds
Once your returned item has been received and approved, your refund will be issued to the original payment method.
Please note:
- original shipping charges are non-refundable unless the return is due to our error
- return shipping costs are not refunded
- it may take several business days for your bank or payment provider to complete the refund
Important Information
Please keep the following in mind:
- returns are sent at the customer’s expense
- all approved returns must follow the return instructions we provide
- we are not responsible for delays caused during return shipping or customs handling
- hygiene-sensitive items may not be accepted if opened, used, or returned in an unsanitary condition
- items returned without prior authorization may not be eligible for a refund
Contact Us
If you have any questions about returns, refunds, or order issues, please contact our support team:
Sofia's Closet
Email: info@sofias-closet.com