Refunds / Exchange Policy
General Return / Exchanges Policy
Our returns & exchanges policy lasts for 30 days from the date of purchase OR 7 days after the item is delivered.
In the event that your order is eligible for a refund or exchange, the customer will be responsible for return shipping costs. Do NOT send the item back to the "sender address" indicated on the package. Please email us using our Contact Form to ask for the returning address that you should return your item to.
At our discretion, for exchange items (for example, the customer has purchased the wrong size), we may offer alternative solutions to the customer to help get the customer the size / item they desire.
NOTE: Once we receive the item to the return address, we will go ahead and refund your order / item and/or send the exchange item (whatever is appropriate). Please note that we are not able to issue the refund amount or send the exchange item untill we receive the item you wish to return / exchange to our return address.
Return policy does not apply to sale items/ our custom designed items. We do not offer exchanges or refunds after purchase/ order confirmation on these types of items unless the item is defective. Please choose items like this carefully.
Defective or incorrect item(s)
If an item arrives defective or does not match the description on our website or in the photos, and payment is eligible, we will ask you to send a photo of the issue to our support email address. Our support team will review the photos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
We process all orders THE NEXT MORNING to ensure you get your order as fast as possible.
For this reasons, we enforce that any cancellations must be submitted via the Contact Form on our website by Midnight (12am) Pacific Time the night of your order.
We know that sometimes people change their minds, and we're really understanding people But please understand that we enforce this to ensure you and our customers receive their items on time, reliably.
We appreciate your understanding on this matter.
For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering SophiaLucas.com and if you have any questions, please don't hesitate to contact us or refer to our FAQ!