Returns & Refunds
If you require any further information click here.
- Order changes or cancellations
How can I cancel my order?
Cancelling orders is only applicable for certain products (tablet stands). As long as your order has not been dispatched, you are able to cancel your order at anytime. To do this go to your account click ‘My Orders’ and cancel.
For any other products (cushions) you can not cancel your order as these are bespoke products made to order.
Can I add items to an order?
Once an order has been placed items can not be added to an order. If you would like to purchase any additional items you will need to place a new order.
Can I remove items from an order?
Unfortunately, you can not remove any items from your order once it has been placed. However, once you have received your product(s) you will need to follow our returns policy for unwanted items.
For more information please read our Terms and conditions
- Returns Policy
Sophie Marie is committed to selling only high-quality products, but we understand there may be an occasion when you need to exchange or return an item.
For all standard items, we will willingly refund or offer an exchange within 30 days of receipt, provided you have proof of purchase, the product is unused and undamaged and is securely returned to us in the original packaging or a suitable alternative. Please click here for further information of how refunds are processed.
Please note, all bespoke items are non-refundable and cannot be returned unless suffering a manufacturing fault. Please click here for how to return faulty or damaged items.
You are responsible for the cost of returning your item(s) to us, unless you have received a faulty, damaged or incorrect item. Please click here for how to return faulty or damaged items.
The returned item/s are your responsibility until they reach our warehouse. Please repack your item with care using all the original packaging or suitable alternative to avoid any damage to the product during transit.
We cannot accept liability for packages lost or damaged during transit back to us, therefore you are advised to return your package by recorded delivery, registered post or courier.
Please return items to:
Sophie Marie
Returns Department
Design House
4 Valley Road
Leicester
LE67 9QS
United Kingdom- Cancellations Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods.
Exclusions
This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:
Bespoke cushions and accessories. These products are made to your specification and we strongly recommend choose your options carefully before committing to your order.
Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
- Faulty/Damages Products
What do I do if my product is faulty or damaged?
We apologise for the inconvenience, it is a rarity that this happens. However, we are happy resolve the situation if you send an email to us containing images of the faulty/damaged product. From here we will advise the best solution, a refund, replacement or repair options.
Please note we will only refund the delivery charge if the whole order is damaged or faulty.
- Refunds
Please note all refunds will be made back to the original card used to make the purchase. Processing the refund by Sophie Marie show in your account after the refund is processed, this may take up to 3 working days depending on who you bank with.
- How do I return a product?
To return an item, please enclose your Returns Number and a brief note outlining the reason for the return, wrap the package securely and post it to us. You will need to include your packing slip if the return is due to an error on our part.
You will need to ensure your returned goods are packaged safely, since we are unable to offer refunds on returns that have been damaged in any way during transit. We cannot accept liability for packages lost or damaged during transit, therefore you are advised to send your package by recorded delivery, registered post or courier. Proof of postage is not proof of delivery.
Your return should be wrapped securely in the same packaging in which you received it, and should be returned to:
Returns Department
Design House, 4 Valley Road
Leicestershire LE67 9QS
United Kingdom- When will I receive my refund?
We will notify you via e-mail of your refund once we’ve safely received, checked and processed the returned item(s) according to our policy, above.
You will be notified of this cost when we issue you with your Returns Authorisation Number. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your returned item(s).