For most products, you have 14 days to notify Sophia Victoria Joy if you want to cancel the order or exchange the item. The cancellation period will expire 14 days from the day on which you receive the goods you have ordered. This applies to all cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).
how to cancel your order, or return or exchange a product
Contact Sophia Victoria Joy to let us know that you wish to cancel your order, or return or exchange a product by either:
If already received, package the item up and send it back to the seller within 7 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
We will process the refund directly to your payment card, in no more than:
a. 14 days after the day the product is received by Sophia Victoria Joy; or
b. if earlier, 14 days after the date you provide evidence that you have returned the product to the Sophia Victoria Joy; or
c. if there were no goods supplied, 14 days after the day on which you informed Sophia Victoria Joy about your decision to cancel your order.
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to Sophia Victoria Joy and agreed that doing so won't affect any refund you may be entitled to.
Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to Sophia Victoria Joy).
Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.
Gift vouchers are not refundable.
Items which cannot be exchanged or refunded
Unfortunately, some items are non-cancelable and non-refundable:
Anything that’s made to your specific requirements (ie: outside of standard customisation options offered), is PERSONALISED or otherwise can't be resold due to a BESPOKE element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.
To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering by emailing firstname.lastname@example.org
Most orders are dispatched via Royal Mail (Untracked) Service, Please allow up to a maximum of 7 days (UK) or up to 28 Days (Non UK) from your dispatch notification for receipt of delivery. If your item is not delivered within the specified time scale please get in touch and we will replace your order.
If you require your order within a certain timescale please select our priority Tracked services at the Checkout.
If a Tracked order has failed to arrive within the specified timescale then please get in touch and a delivery upgrade refund will be authorised if the delay was caused by Sophia Victoria Joy Ltd or our 3rd party delivery Provider.