Return & Refund Policy

Last Updated: 4 June 2026

At Sophia Rosemere, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. Below, we clearly explain our return policy. We are always happy to assist you — if you are unsure about anything, please contact us first at info@sophiarosemere.com.

1. How We Operate

Sophia Rosemere operates using a direct-from-supplier model. To reduce waste and minimise our carbon footprint, we do not maintain large inventories. Items that are not held in stock are shipped directly from our supplier, located in China.

This means that returns must also be sent to our supplier's return address in China.

2. Return Period and Registration

You may request a return within 14 days of receiving the item by contacting us at info@sophiarosemere.com.

You may only request a return after you have physically received the item.

When submitting a return request, you must always provide your order number and a valid reason for the return.

Once approved, we will provide you with the return address of our supplier.

3. Conditions

• A valid reason for the return is always required.

• Items must be unused, unwashed, undamaged and in their original condition, with all tags and labels still attached.

• Trying on items is permitted; wearing them is not.

• Sale items cannot be returned without a valid reason.

• Intentionally ordering multiple sizes with the intention of returning some of them is not permitted.

• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear and jewellery), unless they are unopened and unused.

4. Return Costs and Process

• Return shipping costs are entirely the responsibility of the customer, including international shipping fees and any applicable customs charges.

• The item must be returned to our supplier’s return address in China.

• The customer is responsible for arranging, paying for and tracking the return shipment.

• We strongly recommend using a tracked shipping service. Without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

As international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which can be agreed upon by email.

Please always contact us first at info@sophiarosemere.com before returning any item.

6. Defective, Incorrect or Damaged Items

If there is an issue with your order — for example, regarding the size, fit or quality — please send us an email within 14 days of receiving the item, including clear photographs and a description of the issue.

Without photographs and a description, we cannot assess your complaint and there will be no entitlement to a return or refund.

Once we receive this information, we will work to find an appropriate solution as quickly as possible.

7. Refunds

A refund can only be issued once the item has been received and approved at the return address in China.

Following approval, we will refund the purchase amount within 14 days using the original payment method.

Original shipping costs are non-refundable.

8. Cancellations

It is not permitted to cancel an order once it has been placed and entered processing.

No refund or chargeback may be initiated before the item has been delivered and received.

If you have any questions or issues regarding your order, please contact us first at info@sophiarosemere.com instead of immediately initiating a chargeback or refund request.

9. Liability

• We are not responsible for lost parcels where tracking information indicates that the item has been successfully delivered to the address provided by the customer.

• Providing an incorrect address is the responsibility of the customer.

• Any address errors must be reported within 24 hours of placing the order by contacting info@sophiarosemere.com.