Return Policy
Return & Shipping Policy – Sophie & Jane Melbourne
Important: Please read our return policy carefully. By placing an order, you agree to the following terms. No exceptions will be made.
RETURNS
Timeframe
You have 30 days from the date of receiving your order to request a return.
After this period, we are unable to offer a refund or exchange.
Conditions
Returned items must be in their original condition — unworn, unused, and in their original packaging.
Products related to hygiene must be properly cleaned before starting the return process.
Exclusions
For hygiene reasons, the following items cannot be returned, including but not limited to:
• Underwear
• Lingerie
• Tights
• Certain skincare products
How to Request a Return
To begin a return, email us at
📧 support@sophiejane-melbourne.com
Please include:
• Order number
• Reason for return
• Photo of the item (if damaged)
• Contact information
REFUNDS
Procedure
Once your returned item is received and inspected, you will receive an email confirming whether your refund has been approved or denied.
If approved, your refund will be issued to your original payment method within 30 days.
Delayed / Missing Refunds
If you have not received your refund after 30 days:
1. Check your bank account
2. Contact your bank or card provider
3. If still unresolved, contact us at:
📧 support@sophiejane-melbourne.com
COSTS
Return Shipping Costs
Customers are responsible for the cost of return shipping.
We recommend using a tracked service, as we are not responsible for lost returns.
Return Destination
Returns must be shipped to China.
Return shipping fees typically start from $35 AUD, depending on location.
These costs are paid by the customer.
EXCEPTIONS
Defective or Incorrect Items
If you receive a defective or incorrect product, we will send a replacement at no cost.
If an issue occurs again on the second shipment, you will receive a full refund.
Order Cancellation
Orders cannot be cancelled after being placed due to our automated fulfilment process.
For questions about returns, contact us at:
📧 support@sophiejane-melbourne.com
SHIPPING & DELIVERY INFORMATION
Below are the estimated delivery timelines:
Processing Time
Orders are processed within 1–3 business days.
Most weekday orders are processed within 1 business day.
Orders placed late Friday or on weekends may take slightly longer.
Delivery Time
Once shipped, delivery typically takes 6–12 business days.
In some cases, delivery may take up to 30 days due to global events, high-volume periods, or holiday seasons.
How to Place an Order
1. Go to the product page and click “Add to Cart”
2. Select the correct size / variants, then click Checkout
3. Enter your shipping information and verify accuracy
4. Click Continue to Shipping
5. Review your address again —
✅ Shipping is always FREE
6. Click Continue to Payment
7. Complete your order via your preferred payment method
Payment Methods
To ensure safety, all payments are SSL-encrypted.
We currently accept:
• Credit Cards:
– AMEX
– Mastercard
– Visa
After selecting your payment method, click Complete Order and follow the instructions to finalize payment.
Free Shipping
We offer free home delivery on all orders with no minimum spend required.
Order Shipping Details
We work hard to process and ship your order as fast as possible.
To maintain competitive pricing, we consolidate shipments once a minimum volume is reached.
This process helps us reduce costs and operate more sustainably.
Please note that due to seasonal demand and global logistics conditions, some delays may occur.
Thank you for your patience — we will always do our best to dispatch orders quickly.
If you require same-day shipping, please contact us at
📧 support@sophiejane-melbourne.com
Our support team will do their best to assist.