Refund policy

If you are not 100% satisfied with your purchase please contact care@sofiamarino.co.uk within 72 hours of receipt of the product to obtain a goods return number “GRN”.

Standard products may be returned up to 14 days from the date of purchase, providing you can provide a copy of the original receipt and the item has not been used or damaged and is returned in the same condition and original packaging in which it was delivered.

Unfortunately, some of our products and services are non-refundable and cannot be cancelled once an order has been placed these include:

• Anything that has been made to your specific requirements, is personalised or otherwise cannot be resold due to a bespoke element.
• Creative pieces that are specially commissioned when you place an order.
• Personal items sold with a hygiene seal (like face masks, snoods, earrings, cosmetics or underwear) where the seal is broken.
• Any items that have been tampered with or do not have the original packaging attached. This includes the return ribbon.

All items being returned by customers shall be at the customers own cost and no refund can be claimed for carriage unless the product is faulty due to a manufacturing defect, whereupon your statutory rights to a refund or exchange are unaffected.

When returning product to us, customers must retain the proof of postage certificate from the post office or courier. The proof of postage certificate must contain a tracking number relevant to the parcel. Once the parcel is received back in our warehouse, the product will be inspected and a refund will be made within two normal working days, provided it has not been used or damaged by you.

When returning an item for exchange or refund, customers must ensure that they pay for adequate insurance of the parcel, equivalent in value to the cost of the items contained therein. Failure to do so will result in the customer remaining liable for the parcel should it be lost in transit during the return.