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FAQ

Returns & Refunds

We truly hope you love your Sofie & Iris piece 🤍

If something isn’t quite right, we’re here to help — below you’ll find our returns and refunds terms, explained simply and transparently.

Right of Withdrawal (EU / Denmark)

In accordance with EU and Danish consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise your right of withdrawal, please notify us in writing within the 14-day period at [your email address].


Returning Your Item

  • Items must be returned unused, unworn, and in original condition, with all tags and original packaging.
  • As all Sofie & Iris pieces are handmade and produced in limited quantities, return shipping costs are paid by the customer.
  • We recommend using a trackable shipping service, as you are responsible for the return until it reaches us.

Refunds

  • Once we have received and inspected your return, we will notify you by email.
  • Approved refunds will be issued to the original payment method used at checkout.
  • Refunds are processed via Stripe or PayPal, in accordance with their terms.

Processing timelines:

We process approved refunds within 14 days of receiving the returned item, as required by EU consumer law.

After we process the refund:
    • Stripe refunds typically appear in your account within 5–10 business days, depending on your bank.
    • PayPal refunds are usually visible within 3–10 business days, depending on PayPal and your card issuer or bank.
  • Please note that processing times are controlled by the payment provider and your bank, and may vary.

Original shipping costs are non-refundable, unless the return is due to a fault or mistake on our part.


Exceptions

  • Custom-made, personalized, or made-to-order items are not eligible for return or refund, in accordance with EU consumer law, unless they are faulty or defective.
  • Items marked as final sale cannot be refunded.

Faulty or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the issue. In this case, we will of course cover return shipping costs and offer a replacement or full refund.

If you have any questions at all, don’t hesitate to reach out — we’re always happy to help at [your email address] ✨