CHANGES AND RETURNS
EXCHANGES AND RETURNS
GENERAL INFORMATION
On this page you will find all the information you need to manage exchanges, returns and requests related to online orders and purchases made in physical stores.
Please review the relevant section according to the delivery country of your order and the type of request you wish to make, as the process may vary in each case.
ARCHIVE SALE / OUTLET
Products purchased in archive sales, outlet sales or stock clearance sales are subject to special conditions, as they correspond to past-season products, limited units or items with exceptional discounts.
These products cannot be exchanged for another size, style or colour, nor are they eligible for ordinary commercial returns, except in the event of a defect, fault or error by Sophie and Lucie.
SPAIN — MAINLAND SPAIN 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 SPAIN AND BALEARIC ISLANDS
You may make one size, style or colour exchange 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 a collection at your shipping address and deliver your new order while collecting 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 SPAIN 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 arrange collection of the order from your shipping address.
COSTS
Sophie and Lucie is not responsible for return shipping costs, except in the event of an error on our part or in the case of a defective item, although we will help manage the return process at all times. The transport costs borne by the customer for the return of an order will be €7.95 per returned order. 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 exchange a size, style or colour, you must return the item and place a new order for the product you wish to receive.
The return will be 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, style 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 or exercise your right of withdrawal for orders outside Spain managed through Global-e, please access our exchanges and returns portal and follow the steps indicated:
https://portal.returngo.ai/?shop=sophieandlucie.myshopify.com
Through the portal, you will be able to process your return directly, view 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 event of an error on our part or in the case of a defective item, although we will help manage the return process at all times. The transport costs borne by the customer for the return will be similar to the original shipping costs and will be shown 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, completely 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 transport 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, completely free of charge within a maximum period of 30 (thirty) calendar days from the date of purchase.
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 store credit with no expiry date. To make this exchange, the customer has a maximum period of 30 calendar days from the date of purchase.
LEGAL RIGHT OF WITHDRAWAL AND CANCELLATIONS
If you wish to formally exercise your right of withdrawal or cancel an online order before it has been prepared, you must initiate the request through the appropriate channel according to the delivery country of your order.
For orders in Mainland Spain and the Balearic Islands, you can email us at hello@sophieandlucie.com, indicating your order number and that you wish to exercise your right of withdrawal or cancel your order before it has been prepared.
For orders outside Spain managed through Global-e, you must submit the request through our exchanges and returns portal so that the return, taxes and refund process can be handled correctly:
https://portal.returngo.ai/?shop=sophieandlucie.myshopify.com
Once we receive your request, we will inform you of the next steps to manage the return, collection or cancellation, as applicable.
CUSTOMER OBLIGATIONS
The Customer is required to return the product in perfect condition, with its original packaging and labels intact, properly packed in its original box and adequately protected. The product being 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 OF THE AMOUNT
Sophie and Lucie will refund the corresponding amount using the same payment method used for the purchase.
In the event of withdrawal, the refund will be made without undue delay and, in any case, within a maximum period of 14 (fourteen) calendar days from the date on which we are informed of the decision to withdraw. However, Sophie and Lucie may withhold the refund until the returned products have been received or until the Customer has provided proof of return, as applicable.
In the event of withdrawal, the standard shipping costs of the original order will be refunded where applicable. Any additional costs resulting from the Customer choosing a delivery method other than the standard delivery method offered will not be refunded.
The return costs borne by the Customer will be deducted from the amount to be refunded where applicable.
