Refund policy
At Sophie Brisbane, we want you to love every item you order. However, if something isn’t quite right, you may request a return under the conditions outlined below. Please read this policy carefully before sending any item back.
Return Conditions
- Returns can only be requested after the item has been physically delivered.
- All return shipping costs, including any international shipping fees or customs charges, are the responsibility of the customer.
- Returned items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
- Items may be tried on, but must not be worn.
- Orders placed in multiple sizes with the intention of returning part of the order are not accepted.
How to Request a Return
- Send a return request by email to:
teamserviceamivra@gmail.com
within 30 days of receiving your order. - Our support team will provide you with the correct return address of our logistics partner.
- Return the item at your own expense, including any customs or international shipping fees if applicable. We strongly recommend using a tracked shipping service for your protection.
- Please keep your tracking information until your return has been confirmed as received.
Refunds
Once your returned item has been received and inspected at our partner warehouse, your refund will be processed to the original payment method within 14 business days.
You will receive a confirmation email once the refund has been issued.
Responsibility & Limitations
- We are not responsible for parcels lost in transit if the tracking information shows the parcel was delivered to the address provided by the customer.
- If the customer enters an incorrect shipping address, Sophie Brisbane cannot be held responsible for delivery issues.
- Any address corrections must be requested within 24 hours of placing the order.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at:
Please include clear photos of the issue so we can review your request and offer an appropriate solution as quickly as possible.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size or color, please follow the return process and place a new order for the desired item.
Contact Information
For any questions regarding your return, our customer support team is here to help.
Sophie Brisbane
Email: teamserviceamivra@gmail.com
Support Hours:
- Monday – Friday: 9:00 AM – 5:00 PM
- Saturday & Sunday: 10:00 AM – 5:00 PM