Refund policy
Returns
Due to the nature of our products, we are unable to offer a refund for any items unless you receive an item that is faulty or damaged.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please note our lashes are handcrafted and therefore each one can be slightly different. This would be a minor difference and is not a defect but a result of the unique lash assignment of individual hair assembled by our manufacturers.
It is the customers responsibility to ensure the shipping address you provide is accurate and correct. We will not be responsible for orders dispatched to incorrect/incomplete addresses. Furthermore, we will not be responsible for orders that have not been collected at the shipping address or at the local postal/sorting office.
To be eligible for a return on any of our products, you must send us proof that you received a damaged/faulty item, and your item must be unused and in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@sophiacosmetics.co.uk
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@sophiacosmetics.co.uk
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.