Returns

SOFIA ROE products are made and packed with care, to deliver a product that you will love. However, if you (a) changed your mind, or are (b) not satisfied with your purchase, you may return your product as follows:

(a) Changed your mind (i.e., Cancellation)

If the product is a cancellation (no longer required/wanted), you have 14 days from when you receive the product to contact us stating you wish to make a return, followed by 14 days to return the item.

The refund will include the item price you paid and the delivery cost to you (unless delivery to you was free). We will only refund a delivery cost equal to the least expensive method, even if you opted for a premium delivery option. The refund will not include the delivery cost of returning the product to us (returns due to a change of mind are returned at your own expense).

There is no right to cancel commissioned orders (including pet portraits) once the order has been confirmed by us.

To organise your cancellation return, we kindly ask that you:

send an email to info@sofiaroe.com, explaining the reason for your return is ‘Cancellation’ (please do not ship any returns until you have received a response from us via email confirming your return and advising the correct returns address)
return the product using a recognised courier (we only accept unused returns, in their original packaging or of the same quality)
state the paid value to the courier, ensuring it is insured to the paid value
retain the proof of postage, or you may not be entitled to a refund if damaged/lost in transit (we cannot accept responsibility for returns that are lost in transit where there is no proof of postage and the item is lost in transit)
note your tracking number.

Upon our receipt of the returned item, your refund will then be processed within 14 days.

We will not process any returns unless we receive them in full (not part of the returned item).

(b) Not satisfied with your purchase (i.e., Faulty/Misdescribed/Damaged)

You have additional consumer rights if the product you bought, whether personalised or not, is not of a satisfactory quality (faulty/damaged) or misdescribed:

within the first 30 days from delivery, you may request to return the item and receive a refund
within the first six months, it is assumed the fault has been there since the time of purchase, unless proven otherwise. If not proven otherwise, you are entitled to have the product repaired or replaced by Sofia Roe, failing which you may receive a refund.

The refund will include the item price you paid and the delivery cost to you (unless delivery to you was free). The refund will also include the delivery cost of returning the product to us. We only refund delivery costs equal to the least expensive method, even if you opted for a premium delivery option.

To organise your faulty/misdescribed/damaged return, we kindly ask that you:

send an email to info@sofiaroe.com, explaining the reason for your return is either ‘Faulty’, ‘Misdescribed’, or ‘Damaged’ AND include a photograph of the problem (please do not ship any returns until you have received a response from us via email confirming your return and advising the correct returns address)
return the product using a recognised courier (we only accept unused returns, in their original packaging or of the same quality)
state the paid value to the courier, ensuring it is insured to the paid value
retain the proof of postage, or you may not be entitled to a refund if damaged/lost in transit (we cannot accept responsibility for returns that are lost in transit where there is no proof of postage and the item is lost in transit)
note your tracking number.

Upon our receipt of the returned item, your refund will be processed within 14 days.

We will not process any returns unless we receive them in full (not part of the returned item).

Please be advised that handmade products may have variation in build quality which is to be expected due to the bespoke nature of handmade products. Also, our digital images are sometimes lightly doctored (e.g., to improve lighting) and products may not always arrive in precisely the way they are depicted or described online.