Refund policy
At Sophie Mode your satisfaction comes first. That is why we offer 30 day returns on every order, with free return shipping for all customers in Australia.
1. Return period
You have 30 days from the day you receive your order to request a return.
2. Return conditions
To be eligible for a return, the dress must be unworn and unwashed, in its original condition, with all tags attached and in the original packaging. Please also keep your proof of purchase. Items that show signs of wear beyond trying on may not be refunded in full.
3. Free returns with a prepaid label
Return shipping is free for all customers in Australia. Once your return is approved we will email you a free prepaid return label together with instructions on how and where to send the parcel. Items sent back without a prior request cannot be accepted.
4. Fees: no restocking fee
We charge no restocking fee on any return. The fee is $0.00, that is 0 % of the order value. There are no handling fees, administration fees or return shipping fees either. You receive the full amount you paid once your return is approved.
5. How to request a return
Step 1: Email us at info@sophiemode.com with your order number and the reason for the return.
Step 2: Our team replies within 24 hours on business days with your prepaid return label and instructions.
Step 3: Pack the item securely, attach the label and drop the parcel at the indicated drop off point.
Step 4: Once we have received and checked the item, your refund is processed automatically.
6. Refunds
Once we have received and inspected your return we will let you know the outcome. If approved, the refund is issued automatically to your original payment method within 7 days. Please note that your bank or card issuer may take a few additional days to process and post the amount. If more than 10 business days have passed since we approved your return, contact us at info@sophiemode.com.
7. Damaged, defective or incorrect items
Please inspect your order on arrival and contact us right away if the item is defective or damaged, or if you have received the wrong product, so that we can assess the issue and put it right with a replacement or a full refund.
8. Exchanges
Exchanges are accepted under the conditions above. The fastest way to get a different size or style is to return the item you have and place a new order once the return is approved.
9. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our 30 day return policy is offered in addition to these rights and nothing in this policy limits or excludes them.
10. Contact information
Email: info@sophiemode.com
Phone: +61 480810259
Store name: Sophie Mode
Company name: ATELIER MERVELLE LTD
Company number: 17466989 (registered in England and Wales)
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Warehouse address: 81-109 Dudley St, Wallan VIC 3756, Australia
Customer service hours:
Monday to Friday | 9:00 AM to 5:00 PM (AEST)
Saturday and Sunday | 11:00 AM to 4:00 PM (AEST)
We aim to reply to every enquiry within 24 hours.