Refund policy
Returns, Refunds & Right of Withdrawal Policy
I want you to be happy with your order. If for any reason you're not completely satisfied, please get in touch and I'll do my best to help.
The easiest way to request a return is to log into your account, locate the relevant Order, click on the Manage button on the right of the screen and select the "Return Items" button. Alternatively, locate and reply to your Order confirmation email.
Exchanges
If you'd like to exchange an item, the quickest option is to return your original purchase and place a new order once your return has been accepted.
Returns
Please contact me within 14 days of receiving your order if you would like to return an item for a refund or exchange. Once you have notified me, you have a further 14 days to return the item.
Returned items must be:
- unused and in the same condition as received
- returned with any original tags attached
- in their original packaging
- accompanied by proof of purchase
Unfortunately, I cannot accept returns on items that have been used, washed, damaged, altered or marked after delivery.
The cost of returning an item is your responsibility. The item remains your responsibility until it reaches me, so I recommend using a tracked postal service, as I cannot be responsible for items lost in transit.
For international orders, any customs duties, import taxes or handling fees paid are non-refundable, as these are charged directly by your country's customs authorities or delivery provider.
Refunds
Once I receive and inspect your returned item, I'll let you know that your refund has been approved.
Approved refunds are processed within 3 working days of receiving the returned goods and will be issued to your original payment method.
Please note that it may take additional time for your bank or card provider to process the refund.
To start a return, log into your account, locate the order, click on the Manage button and select "Return items".
Alternatively, locate and reply to your Order confirmation email or send me a message directly louise@sewsofia.com.
Returns should be sent to:
Sew Sofia
5 Haddon Way
Loughborough
Leicestershire
LE11 2UE
United Kingdom
Non-returnable Items
The following items that are not eligible for return or are subject to special return conditions:
Digital downloads (including PDF sewing patterns)
Personalised items (such as embroidered or monogrammed products)
Subscription boxes that include immediate access to digital sewing patterns. The digital content is non-refundable once access has been provided. Physical items may only be returned in accordance with this policy and must be unused and in their original condition.
Custom-made items produced to your specifications, including bags made using specially ordered fabrics or hardware, or bags resized to your requested dimensions
Gift cards
European Union Right of Withdrawal
If your order is delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the final item in your order, without giving any reason.
To exercise this right, you must notify me by email within the 14-day withdrawal period. Once you have notified me, you have a further 14 days to return the item.
Returned goods must be unused, in their original condition, with any tags attached and in their original packaging.
Unless the item is faulty or incorrectly supplied, you are responsible for the cost of returning the goods.
Once I have received the returned item (or you have provided evidence that it has been returned), I will refund all payments received for the item, including the original standard delivery charge where required by law. Refunds will be made using the original payment method within 14 days.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply to:
Digital content supplied electronically (such as downloadable PDF sewing patterns) once you have expressly agreed to immediate access and acknowledged that you lose your right to withdraw.
Personalised or custom-made goods produced to your specifications.
Sealed goods that are not suitable for return for health or hygiene reasons if the seal has been removed (where applicable).