Refund policy

Return & Refunds

We want you to be happy with everything you buy from us. If you are not completely satisfied with any* of the goods you purchase, please email help@sophiageisler.com quoting your order number and reason for the return within 14 days of receipt. 

To start a return, you can contact us at help@sophiageisler.com. If your return is accepted, you will need to return the item to us at your own cost. Items sent back to us without first requesting a return will not be accepted.

*Please note that personalised items can only be returned if the goods are faulty.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Damages and issues
Please inspect your order upon reception and contact within 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at help@sophiageisler.com.