My shipping info is incorrect/has changed
Unfortunately we cannot guarantee address changes if the order is already in production. If you would like to check if it’s possible to change your shipping address, please email firstname.lastname@example.org your order number and updated shipping address. If your package has shipped, please contact the shipping provider and ask them to update the shipping address. If the package is returned to our Distribution Center, we will email you and let you know.
Unfortunately we cannot guarantee cancellations if the order is already in production. Most orders go into production 24 hours after purchasing. If you would like to check if it’s possible to cancel your order, please email email@example.com your order number and request for the order to be cancelled.
I would like to change an item
Unfortunately we cannot guarantee item change if the order is already in production. If you would like to check if it’s possible to make changes to the items in your order, please email firstname.lastname@example.org with your order number and the item and/or size change. If your package has shipped, once the order is delivered you may process a return.
How do I return an item?
You can return a product for up to 30 days from the fulfillment/shipping date. After 30 days from the fulfillment/shipping date, a refund cannot be offered. To be eligible for a return, the item must be unworn and unwashed (free of any stains, odors, makeup, deodorant, hair, or wear) and in original packaging.
To Process a Return: Domestic Customers and International Customers:
By processing a return you acknowledge and have read our entire Return Policy and understand the terms. Please email email@example.com to process a return. Please include the order number and which items you would like to process a return.
I received the wrong item/item size
Damaged items must be reported/emailed within 3 days of receipt with photos attached to firstname.lastname@example.org. If not reported within 3 days, we will not issue replacements. Sofie Dossi is not responsible for normal wear and tear to items purchased and will not issue a new item outside of the 3 day window of receiving the item.
Can I exchange an item?
Because we can't ensure our customers will be issued the style/size they desire by the time their returned items come back to the distribution center we do not offer exchanges. By processing a return through our Customer Support and sending your items back, you will receive store credit to make a future purchase.
My package was missing an item and I was issued a refund
If your order includes multiple items and one (or more) of the items are out of stock, we will issue a refund for item(s) not in stock and go ahead and ship the rest of your order.
When will I receive my package?
Processing time is separate from shipping time. Orders are processed Monday-Friday (excluding holidays). Processing time requires 7-14 days. Shipping time is based off the method selected by the customer at checkout. Shipping timelines do not apply to orders shipped to APO/FPO addresses.
More info can be found HERE.
Tracking information states my package as being delivered but I never received it
Sofie Dossi does not hold or accept responsibility for packages or items lost, stolen, or stuck in transit when being delivered back to our distribution center. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number.
Tracking information shows the package delayed
Contact the shipping courier with your tracking information, located on your shipping confirmation email, to find out the most updated status of your package. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number.
Sofie Dossi does not hold or accept responsibility for packages or items lost, stolen, or stuck in transit when being delivered back to our distribution center.
What countries do you ship to?
Australia, Austria, Belgium, Canada, Finland, France, Germany, Ireland, Italy, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, and United States Minor Outlying Islands
What happens if my package is returned to sender or refused?
If your order is RTS, we will contact you once your order is returned to our distribution center. Original shipping fees are non-refundable. For items returned to Sofie Dossi due to an undeliverable address or issues with customs, refunds will be issued for the net price of your item(s) minus the shipping charge.
Payments and Refunds
What currency will I be charged in?
All charges on Sofie Dossi are processed in US Dollars.
We reserve the right to change the prices of our products at anytime.
Differences in prices may vary according to the time an order is placed, and the time the payment is processed. When an order or return is processed, the order or refund will be generated in US Dollars. Sofie Dossi is not responsible for differences in exchange rates from when an order is placed, the payment is processed, or when a refund is processed.
Discount Codes-Retroactive Discounts:
The amount paid at checkout and the amount that appears on your invoice is non negotiable. Sofie Dossi will not apply retroactive discounts to orders being processed or that have been processed. Discount codes and site wide sales are only good on orders placed after the start date and before the end date of the discount code/sale. The discount code must be entered during the payment process as it can not be applied later. We are NOT responsible if the code is not entered at checkout.
Late or Missing Refunds:
Refunds can take up to 10 business days to appear on your statement, depending on how your bank or financial institution processes them. If Sofie Dossi processed a refund and you have not received a refund after 10 business days, contact your Bank or Credit Card Company to see if the refund is still pending. Currency exchanges may take longer than 10 business days.
If you have contacted your Bank or Credit Card Company and you still have not received your refund, please contact us at email@example.com.
Refunds for Returns:
Please note that original shipping fees are non-refundable and the cost of the return shipping label is the customer’s responsibility
Once your return is received and inspected, we will notify you of the approval or rejection of your return. If you are approved, you will receive an email with a digital store credit for the net amount of the item(s) returned, that can be used immediately.