Dear customer,

We advise you check the condition of the product before receiving the order, whether the products in the package are intact. If you find any problems with the goods, you can apply for the return service within 14 days after you signed for your parcel.

What are the return conditions?

From the day after the customer received the product, the product can be returned within 14 days after the product is guaranteed to be in good condition; after this period, we will not accept the return. If the product has a warranty, we recommend you visit their service center and they will assist you.

Supported reasons for return.

  • Defective Products: The product is defective or damaged when we deliver to buyer.
  • Wrong product: The goods and additional items of the order delivered to the customer are not the same to what is showing from Sophie’s site.
  • Doesn’t match product description: The product does not match the description on the webpage. The product picture and description should be accurate, which can truly reflect the product color and attributes.
  • Missing parts or product: We did not deliver all products or did not send all the components (As explained from the product details) Before sending, make sure you’ve packed all the items in the “purchased product list, if there are bonus gifts, make sure they are also packaged together.

Unsupported reasons for return.

  • special types of products do not support after-sale service: panties, underwear, adult product or anything similar products and product on promotion.
  • Not supported after unpacking: When a product is not in good condition like  missing accessories, damaged appearance, etc
  • Global orders do not accept returns under the following conditions: If the size is not suitable, or the customer does not like the product (color, material, style), we do not accept returns. We recommend that you carefully review the full description, size chart of the item and confirm that it meets all of your expectations before placing an order.

How to conduct quality check.

When the department receives the returned goods, it will check the goods according to the reasons for your application. Please carefully select the reasons for the after-sales, if the actual result and your application do not match, or product quality proves good, we will reject your return request and return it, the resend fee will be charged accordingly.

Reasons For Rejecting After-sale.

  • Works well after quality check
  • Matches Description   


  • We will complete the refund within 1-3 working days
  • will delivery fee I paid be refunded: We will refund the shipping cost if all the products from a single order is returned, if partial products from an order are returned, we will not refund the shipping cost.
  • free gift: you must return the gift we gave when you purchased the product, otherwise it will affect the final refund amount

Make an appointment for return pick up (only support door delivery orders);

We will try 2 times to pick up the return product. However, after 2 attempts and all in vain client will pay return fee or drop it at our office.

NOTE: For Fulfilled by Sophie’s (FBS) product, client can request for an exchange if not satisfied or wrong choose within 7 days given that goods are still new and resalable. The customer should be liable for the delivery cost (2-Way) of both picking up the product and returning the other product to the customer in case of a change in mind but subject to full item return in original condition.

  • Please note that DS/ GS products don’t allow return due to change of mind/ wrong choose. Once Global order is in transit (Shipping in progress) we will not refund.

Best Regards
Sophie’s Online Shopping

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