Refund & Return Policy

Return & Refund Policy — Sofia & Adeline

At Sofia & Adeline, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are happy to assist you in accordance with the policy below.

1. Order Cancellations

Orders may be cancelled free of charge within 30 minutes of being placed.

Cancellation requests must be sent to: info@sofiaandadelinetoronto.com

After this period, orders enter processing and cannot be cancelled, modified, or combined with other orders.

2. Delivery Before Returns

Returns can only be requested after the order has been delivered.

Orders that are still in transit cannot be cancelled or refunded solely because they have not yet arrived, provided the shipment remains within the estimated delivery timeframe communicated at checkout and in our Shipping Policy.

3. Return Eligibility

To qualify for a refund:

• The return request must be submitted within 30 days after delivery.
• Items must be unused.
• Items must be unworn.
• Items must be unwashed.
• All original tags must still be attached.
• Items must be returned in their original packaging whenever reasonably possible.

Trying on clothing or footwear for sizing purposes is permitted.

4. Return Shipping

Unless required otherwise by applicable consumer law:

• Customers are responsible for arranging the return shipment.
• Customers are responsible for all return shipping costs.
• Customers are responsible for any customs duties or import fees associated with the return shipment.

We strongly recommend using a tracked shipping service.

Sofia & Adeline cannot accept responsibility for returns that are lost in transit.

5. Return Address

Returns should never be sent without first contacting customer support.

Once your return request has been approved, we will provide the correct return address and instructions.

Unauthorized returns may experience delays or may not be eligible for processing.

6. Refunds

Once the returned merchandise has been received and inspected, we will notify you regarding approval of the refund.

Approved refunds are issued to the original payment method.

Please allow:

• up to 14 business days for us to process the refund after receipt of the returned merchandise;
• additional time for your bank or card issuer to complete the transaction.

7. Exchanges

If you ordered the wrong size or wish to exchange an item, please contact: info@sofiaandadelinetoronto.com

Our customer support team will review the available exchange options.

8. Incorrect, Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days after delivery.

Please include:

• your order number;
• photographs clearly showing the issue.

Our customer support team will review your request and provide an appropriate solution.

9. Customer Support Before Chargebacks

We are committed to resolving customer concerns quickly and fairly.

Customers agree to contact our customer support team before initiating a payment dispute or chargeback.

Most issues can be resolved through:

• returns;
• exchanges;
• replacements;
• partial refunds;
• store credit;
• full refunds where applicable.

10. Items Not Eligible for Return

Returns may be refused if:

• the item has been worn beyond trying it on;
• the item has been washed;
• tags have been removed;
• the item has been intentionally damaged;
• the return request falls outside the stated return period.

11. Delivery Responsibility

Delivery is considered completed once the shipping carrier marks the package as delivered to the address provided by the customer.

Customers are responsible for ensuring that the shipping address is correct before completing checkout.

12. Contact

For all return requests:
📧 info@sofiaandadelinetoronto.com