Refund policy
We Offer Free Returns on All Orders
No hidden fees, no stress.
Return windows vary depending on the product:
- Soft Cloud Bed: 100-day return window
- All other items: 30-day return window
We accept free returns on opened and lightly used items within the return window from the date of delivery.
We just ask that the product is clean, undamaged, and returned with original packaging where possible. You’ll also need the receipt or proof of purchase.
To start a return, visit: www.sofiana.co.uk/pages/start-a-return
If your return is accepted, we’ll send you a prepaid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@sofiana.co.uk.
Cancelling an Order
We understand that sometimes plans change. If you need to cancel your order, you can do so anytime before it ships and we'll process a full refund within 24 hours.
Just visit www.sofiana.co.uk/pages/cancel-my-order and fill out the short form, and we’ll take care of the rest. If your order has already been dispatched, don’t worry, you can still return it for free once it arrives.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sofiana.co.uk.
