Refund policy
Returning an item costs the customer the return postage, unless the item arrived defective or wrong. This page explains how returns and refunds work at Sophie and Dan; the same terms are summarised on our FAQ page.
Can I return an order?
Yes. You can request a return within 30 days of the delivery date if the item meets these conditions:
- Every part, component and piece of packaging is included, as received.
- The item is unworn, unused, in its original condition, with tags attached and in its original box. Damage from careless handling is not covered.
- Try footwear on carpet so the soles stay clean; items worn outdoors cannot be returned unless they are defective.
We may decline a returned item where there is evidence of use or damage beyond a normal try-on.
Starting a return
If your order meets the conditions above, email info@sophieanddan.com with:
- your order number,
- the reason for the return,
- a photo of the item if it arrived damaged or faulty,
- your full name and address.
We will reply with the return address to use. Please wait for that address rather than sending the parcel back to the sender address on the box. Send returns by post or courier, ideally with tracking. Return postage is paid by the customer unless the item is defective or incorrect, in which case we cover it; no restocking fee applies.
How refunds work
Once a return reaches us and is checked, usually within 2 to 5 business days, we refund the original payment method. If all conditions are met, the refund is issued within 10 business days of the return arriving, in USD (US dollars). No fee applies to the refund itself; your bank or payment provider may take a further 3 to 10 business days to show it in your account.
Changing or cancelling an order
If an order has not shipped yet, contact us as soon as possible and we will see what can be done to change or cancel it. Once it has shipped we can no longer stop it in transit, so please wait for delivery and then follow the return steps above.
Your statutory rights
US online purchases are not covered by a federal cooling-off period; the Federal Trade Commission's Cooling-Off Rule applies to door-to-door and off-premises sales, not purchases made on a website. The 30 day return window described here is a policy we choose to offer, not a statutory requirement, and it does not limit any rights you hold under the consumer protection laws of your state, including remedies for goods that are defective or not as described.
Damaged or faulty items
If an item arrives damaged or faulty, send customer service a few photos and a short description of the problem. Where the fault is on our side, we send a replacement or a full refund at no cost to you; this is a remedy for a fault, not an exchange.
Exchanges
We do not offer exchanges directly. Return the item for a refund, then place a new order in the size or colour you want.
Contact
Email: info@sophieanddan.com
Telephone: +31 6 22225485
Estimated response time: within 24 hours on business days
Customer service hours:
Monday to Friday: 9:00 AM to 5:00 PM ET
Business information
Sophie and Dan
a trading name of ROAS 3 LLC
5830 E 2nd St, Ste 7000 #38197
Casper, Wyoming 82609
United States
Email: info@sophieanddan.com
Telephone: +31 6 22225485