Refund policy

Return & Refund Policy

Your 30-Day Return Window

You have 30 days from the day your order is delivered to request a return. This is longer than the 14-day statutory cooling-off period you are entitled to under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — we extend it voluntarily.

You do not need to give a reason for returning an item.

Return Conditions

To be accepted, returned items must be:

  • Unworn, unwashed and unused
  • In their original condition, with all tags still attached
  • In their original packaging, including any dust bags, boxes or accessories
  • Free from marks, odours, pet hair, makeup or signs of wear

Footwear should be tried on indoors, on a clean surface. Shoes returned with scuffed or dirty soles cannot be accepted.

Items We Cannot Accept

  • Items returned after the 30-day window has closed
  • Items that have been worn, washed, altered or damaged after delivery
  • Items returned without tags or original packaging
  • Gift cards
  • Items marked as final sale at the point of purchase

How to Start a Return

  1. Email us at support@emmaandsophie.com within 30 days of delivery. Include your order number, the item(s) you're returning, and a brief note on the reason.
  2. Wait for approval. We will reply within 24 business hours with a return authorisation and the correct return address.
  3. Send the item back within 14 days of receiving your return authorisation, using a tracked service.
  4. Keep your proof of postage and tracking number until your refund is confirmed.

Please do not send items back before receiving a return authorisation and address from us. Returns sent to an unauthorised address cannot be processed or refunded.

Return Shipping Costs

For change-of-mind returns, you are responsible for the cost of return shipping. Original shipping costs are not refunded, though as UK delivery is free, this does not normally apply.

We cover return shipping in full where the item is faulty, damaged in transit, or not what you ordered. In those cases we will provide a prepaid return label or reimburse your postage costs.

We recommend using a tracked service. Until we receive the item, it remains your responsibility, and we cannot issue a refund for a return we haven't received.

Refunds

Once your return arrives, we inspect it within 1–3 business days and email you to confirm whether it has been approved.

Approved refunds are issued to your original payment method within 7 business days. The time it takes for the money to appear in your account depends on your bank or card issuer, and typically adds a further 3–5 business days.

Refunds cover the full price paid for the returned item. Original shipping costs, where charged, are not refunded on change-of-mind returns.

If a return is rejected because it does not meet the conditions above, we will contact you and can return the item to you at your cost.

Restocking Fee

At Emma & Sophie we do not charge any restocking fees.


Exchanges

We do not process direct exchanges. If you need a different size or colour, return the original item for a refund and place a new order for the item you want. This is faster than waiting for an exchange to be processed.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, email support@emmaandsophie.com within 48 hours of delivery with your order number and clear photographs of the issue.

We will arrange a replacement or a full refund, including all shipping costs, at no charge to you. This does not affect your statutory rights under the Consumer Rights Act 2015, which entitles you to goods that are of satisfactory quality, fit for purpose and as described.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to return the goods. Our 30-day policy above extends this period voluntarily; your statutory rights remain unaffected.

To exercise your right to cancel, simply email support@emmaandsophie.com with a clear statement that you wish to cancel, along with your order number.

Return Address

The correct return address will be provided with your return authorisation. Please do not return items to any other address.

Contact

Emma & Sophie Goudsbloemstraat 34, 3353 XK Papendrecht, Netherlands Email: support@emmaandsophie.com Phone: +31 6 22461929