Return & Refund
Return & Refund
We have a 14 day return policy. This means you have 14 days after
receiving your item to request a return. To be eligible for a return, your item must be in the same
condition as you received it, unworn or unused, with tags attached
and in the original packaging. You will also need the receipt or
proof of purchase. If you have any questions about returns, you can contact us at
any time
How can I return my order?
We include all the necessary returns documents in each package. Use the returns label and the returns document in order to return an item.
-
In some cases, your order could be shipped in several packages. When returning items, make sure to only include items that are listed on the delivery document. Otherwise, both the allocation and the reimbursement of your return could require an additional amount of time. Returning more than one package does not incur additional charges for you.
This is how it goes:
1. Make sure to place the item with its original packaging in the package.
2. Include the returns document in the package.
3. Stick the returns label on the sealed package.
4. All you have to do now is to drop off the package at your closest DHL Shop.
In case you are having technical issues, or you need any further help with the process, feel free to contact support@sofybrands.com our customer service.
After the returned items have been checked, the total amount will be reimbursed to you through the same payment method that you used for the purchase.
Make sure to return the items to us in the condition in which you received them. Damaged items cannot be returned.
Is a direct replacement of the returned item possible?
Unfortunately, a direct exchange of the returned item is not possible. After the package has been returned and checked, the respective credit will be transferred via the chosen method of payment. Afterwards, you can simply order said item again.
Is your return is not shown in the order overview?
After you have dropped off your return, you can view the status of your return in the order overview page. Please note that it may take some time before we can provide this return status.
What can I do if my item has been damaged during the shipping process?
In case an item that has been delivered by us does not match your expectation in any way, you can return it free of charge by using the return slip, stating the reason for return. All relevant information concerning returns can be found under »How do I send a return?«.
How can I make a complaint about an item?
Should an article delivered by us be in any way faulty, you can send it to us along with the return receipt, stating the reason for the complaint. This will, of course, be free of charge. All relevant information on this subject is available under »How do I send a return?«. After the item has arrived and been checked, the balance will be processed according to your chosen payment option. Afterwards, you can simply order said item again.
How much time do I have to return items?
You have a total of 14 days to return your items after receiving them.
More information regarding the right of cancellation at Sofybrands can be found in our terms and conditions.
Do I receive a confirmation email when my return package has arrived?
Yes. You will receive a confirmation email from us once we have received your return package.
Which address should I send the return package to?
The return shipping address is already printed on the returns label, which is included in every order package. Please include the returns document with the items you'd like to send back, and stick the returns label on the outside of the package. All returns can be dropped off free of charge at DHL shops.
How long does it usually take for the reimbursement to take place?
As soon as the return package has arrived and has been examined by us, we'll initiate the reimbursement process within 14 days via the respective payment method.
Do I get a refund of shipping costs when I return my order?
You get a full refund of your order, including the shipping costs, when you return the entire order.
What happens to my returns after I send them back to you?
After you've packaged up your return in its original packaging and have handed it over to your nearest DHL Shop, it goes on a journey to our returns warehouse.
The process once it arrives goes like this:
1) Returns are first unpacked and inspected, and your refund is automatically triggered,
2) Anything that needs fixing or cleaning is done onsite,
3) Lastly, items are packaged up again to be resold.
For any products that are too damaged to be resold, these items are then passed onto our partners to be recycled. We care about our planet and our part in it.
Where can I drop off my return package?
A return can be dropped off at any DHL Paketshop . For returns that have been sent directly from our partners, please use the correct label to send it back with DHL.
Do I have to pay for a return?
The postage for the return is taken care of by us.
I don't have the returns label anymore. How do I get a new one?
In case you are not finde the return label , or you need any further help with the process, feel free to contact our customer service: support@sofybrands.com
After the returned items have been checked, the total amount will be reimbursed to you through the same payment method that you used for the purchase.
How will I be reimbursed?
You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your Pay Pal account.