CHANGES AND RETURNS
EXCHANGES AND RETURNS
ARCHIVE SALE / OUTLET
Orders placed for products sold as part of a stock clearance and communicated as “Archive Sale” or “Outlet” cannot be exchanged or returned.
SPAIN — MAINLAND AND BALEARIC ISLANDS
If you wish, you may exchange and/or return your order within a maximum period of 14 (fourteen) calendar days from the date you receive your order.
EXCHANGES OF ONLINE ORDERS IN SPAIN — MAINLAND AND BALEARIC ISLANDS
You may make one exchange of size, model or colour per order, completely free of charge.
To request an exchange, please follow these instructions:
- Send an email with your order number to hello@sophieandlucie.com, indicating that you would like to exchange your order.
- We will arrange collection at your delivery address to deliver your new order and collect the item you are returning.
- That’s it. No fees, completely free of charge.
Exchanges are not accepted for made-to-order garments or garments with alterations.
Sophie and Lucie reserves the right not to accept more than one free exchange per order placed by the customer.
RETURNS OF ONLINE ORDERS IN SPAIN — MAINLAND AND BALEARIC ISLANDS
To return your order, please follow these instructions:
- Send an email with your order number to hello@sophieandlucie.com, indicating that you would like to return your order.
- Prepare your order with the items you wish to return in the white packaging box in which you received your order.
- We will collect the order from your delivery address.
COSTS
Sophie and Lucie is not responsible for return shipping costs, except in the case of an error on our part or a defective item, but we will help you manage the return at all times. The shipping costs borne by the customer for the return of an order will be €7.95 for each order returned. These costs will be deducted from the amount refunded to the payment method used at the time of purchase.
CANARY ISLANDS, CEUTA AND MELILLA
For orders placed from the Canary Islands, Ceuta and Melilla, we do not offer direct exchanges. If you wish to change a size, model or colour, you must return the item and place a new order for the product you wish to receive.
The return is managed in the same way as for orders from Mainland Spain and the Balearic Islands.
ONLINE ORDERS OUTSIDE SPAIN
If you wish, you may return your order within a maximum period of 14 (fourteen) calendar days from the date you receive your order.
EXCHANGES AND RETURNS OF ONLINE ORDERS OUTSIDE SPAIN
To exchange a size, model or colour, you must return the order or item you wish to exchange and place a new order for the product you wish to receive.
To manage your return, please access our exchanges and returns portal and follow the steps indicated:
https://portal.returngo.ai/?shop=sophieandlucie.myshopify.com
From the portal, you will be able to process your return directly, check the available options and complete the entire process.
Exchanges and returns are not accepted for made-to-order garments or garments with alterations.
COSTS
Sophie and Lucie is not responsible for return shipping costs, except in the case of an error on our part or a defective item, but we will help you manage the return at all times. The shipping costs borne by the customer for the return will be similar to the shipping costs and will be communicated during the return request process. These costs will be deducted from the amount refunded to the payment method used at the time of purchase.
EXCHANGES AND RETURNS OF ONLINE ORDERS IN PHYSICAL STORES
You may exchange and/or return an online order in one of our physical stores in Spain, except at El Corte Inglés points of sale, free of charge within a maximum period of 14 (fourteen) calendar days from the date you receive your order.
You must bring the product you are returning in person. Please do not send any items to our stores through any shipping company.
Our stores:
Madrid
c / Claudio Coello, 25
Barcelona
c / Calvet, 19
Valencia
c / Jorge Juan, 28
Zaragoza
c / de San Ignacio de Loyola, 8
Please provide our store team with your order number and the reason for the exchange or return. We will refund the amount of the item you are exchanging or returning, and you will need to make a new purchase for the item you wish to receive.
EXCHANGES OF PURCHASES MADE IN PHYSICAL STORES
You may exchange products purchased in our physical stores at any of our physical stores, except at El Corte Inglés points of sale, free of charge within a maximum period of 30 (thirty) calendar days from the date of purchase of the product.
Our stores:
Madrid
c / Claudio Coello, 25
Barcelona
c / Calvet, 19
Valencia
c / Jorge Juan, 28
Zaragoza
c / de San Ignacio de Loyola, 8
Purchases made in physical stores are not eligible for a refund of the purchase amount. Items may be exchanged for another garment or for a voucher with no expiry date. To make this exchange, the customer has a maximum period of 30 calendar days from the date of purchase.
CUSTOMER OBLIGATIONS
The Customer is required to return the product in perfect condition, with the original packaging and labels intact, properly packed in its original box and correctly protected. The product to be returned must be in the same condition in which it was received by the Customer. In addition, the customer must return any other product associated with the order that may have been delivered as part of a promotion.
REFUND
Sophie and Lucie will refund the amount paid once it has received the returned product and verified that it is in good condition. The refund will be made within a maximum period of 14 (fourteen) calendar days from receipt of the customer’s withdrawal notification or from the date the order is received at our warehouse, as applicable. All refunds will be made using the same payment method used for the purchase.
