Shipping and Returns Policy

SHIPPING

Shipping rates apply to orders outside of Spain:

  • EU countries (4 - 7 days): €18
  • UK (4-7 days): €25


Our warehouse team takes a well-deserved vacation on weekends and national holidays, so orders placed on those days will ship the next business day.

EUROPEAN ONLINE EXCHANGES AND RETURNS

European changes or Returns

To make a change in size, model or color, you must return the order / item you want to change and make a new purchase of the product you want to receive. To do this, please follow the instructions below:

  1. Send an email with your order number to care@sophieetvoila.com indicating that you want to make a change to your order.

  2. Send us the garments you want to return with the shipping company of your choice to:

    SOPHIE ET VOILÀ | Customer Care,
    Carretera Bilbao – Galdacano, 10 piso 2 modulo 10
    48004 Bilbao

  3. Buy the product for which you want to change your order through our website or in one of our physical stores.

* Attention, you will have only 10 days to return the order and the dress must be in perfect condition.

*Changes and returns of garments on request are not allowed.

CUSTOMER OBLIGATIONS
The customer has the obligation to return the product in perfect condition, with the original and intact packaging and labeling, conveniently packaged in its original box and properly protected. The product to be returned must be in the same state in which it was received by the Customer. The shipping costs assumed by the client related to the return of an order will be 18 euros.

AMOUNT REFUND
Sophie et Voilà will proceed to refund the amount paid, once it has received the returned product and it has been verified its good condition. The refund of the amount will be made within a maximum period of 14 (fourteen) calendar days from the date of receipt of the order in our warehouses. All returns will be made through the same payment method used in the purchase.

MADE TO ORDER RETURNS

Made to orders items are made upon receiving the customer order. Once placed, these orders cannot be modified. Due to this, our ordered items, are not eligible to be returned, exchanged, or refunded, except in certain circumstances in jurisdictions. The return conditions therefore could only be made in cases in which the garments do not correspond to those ordered or when the dress has a manufacturing defect. 

If you consider that your dress meets these specifications, please contact care@sophieetvoila.com. Once the claim is received, our Customer Care team will assess the case and if the return is approved, the garment would have to be received at our head office within 15 days. Once the package has been received and the garment reviewed, you would be entitled to a full refund within a term of 15 days.