Returns & Exchanges
- What is our Returns Policy?
- How do I return something?
- What if the item is faulty?
- How do I arrange an exchange?
- Can I return an item I purchased direct from you at a show?
- Can I return an item I bought from one of your stockists?
- Can I return an item I received as a gift?
- How long will it take to deal with my return?
- Right to cancel
- Can I return an item I have personalised?
Our usual 30 days return policy has been extended for those who have purchased items after 4th November, these can be returned or exchanged up until 14th January, as long as:
- It is unused and in its original packaging.
- It is not a product that we have made, personalised or customised specifically for you.
- in the event of personalising a product, the fault lies with Sophie Allport (e.g. we have not followed your exact spelling).
- where, in our opinion, you have not taken reasonable care of the goods whilst in your possession.
The item(s) must be returned in the condition in which you received it. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges, but we will charge for sending any exchange items by post.
For hygiene reasons, once the original packaging has been opened, we are unable to refund or exchange any bedding, unless it is faulty.
Any items purchased after November 1st as Christmas presents can be returned or exchanged up until 14th January.
Once we have received any returned items, we will determine that they satisfy our returns conditions (returned within 30 days, unused and in its original packaging) before issuing a refund or replacement.
You can return an item as long as you have your receipt or delivery note. If you don't, you can download a Returns Form here. If your items are damaged or you have received the wrong items, please click here.
Please send your return by post. The delivery note that came with your parcel has clear instructions of how to do this. You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. It would really help us in developing our products if you could give a reason why they were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped and send your return to: Returns Department, Sophie Allport, The Old Brewery, Spalding Road, Bourne, Lincolnshire, PE10 9WG
Before returning any undamaged or non-faulty items to us, we do ask that it they are in the same condition as when you first bought them, ensuring the tags are still attached and they are in their original packaging. Please ensure you have taken reasonable care to make certain that items are returned safely and not damaged in transit. Especially with china items. Please include original packaging where possible.
Please note that cut lengths of fabric cannot be returned or exchanged.
Please note for hygiene reasons, once the original packaging has been opened we are unable to refund or exchange any bedding, unless it is faulty.
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service. Please contact the customer service team on 01778 560256 or email them at email@example.com
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, please fill out the damaged goods form here.
We can then let you know whether to return it or not and make sure other items are not affected. Should you need to return the item we will refund any standard second-class postage on a faulty item. We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
If a fault develops outside of the 30 day return period, contact us on 01778 560 256 (Monday - Friday 8am to 7pm) or by email on firstname.lastname@example.org before you return the item so we can discuss the fault with you and agree the best way forward.
Please take extra care to read our Product Care Information Page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If the product you require is still available, we will exchange it for you (postage charge is charged at £3.95 for standard second-class UK delivery and for international deliveries, this will be calculated at the time of the exchange). If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned, we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.
Your replacement item will only be dispatched once the original item has been received back at the Sophie Allport head office.
Orders or exchanges that have an outstanding balance to settle will be held for 14 working days. After this, the order will be cancelled and any credit on the account will be refunded to the original payment method.
Yes, you can return an item as long as you have your receipt or delivery note.
Please note for hygiene reasons, once the original packaging has been opened, we are unable to refund or exchange any bedding, unless it is faulty.
Please note that our seconds store offers our products at significantly reduced prices. As a consequence, we are not able to accept returns on purchases made for seconds.
No, please get in touch with the stockist you purchased from (make sure you have your original receipt). They will let you know what their returns policy is. If you require a telephone number for a store, please let us know.
An item that was received as a gift can be returned for an exchange or gift vouchers. You must provide proof of purchase or a delivery note from Sophie Allport. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.
Once your parcel has been received by our team it can take up to 7 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please be aware that it can take five to seven days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 7 working days, please contact us on 01778 560 256 (Monday - Friday 8am to 7pm) so we can investigate.
You have the right to cancel this contract within 14 days from the day after the goods have been received without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or, in the case of multiple goods under one order, when the last of the goods is similarly acquired. To exercise the right to cancel, you must inform us: Sophie Allport, The Old Brewery, Spalding Road, Bourne, Lincolnshire, PE10 9WG, email@example.com, (01778 560256) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). We will then communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind or if you have made a spelling mistake when entering the details on our website.
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