Refund policy
Returns and Exchanges
**Custom orders are final sale**
**Gift cards cannot be returned**
Customer satisfaction is our priority. If you would like to return or exchange an item, please contact us at info@sofiacashmere.com.
We offer refunds or exchanges within 30 days of purchase. Returns are processed within 10–14 business days, with refunds issued to the original payment method within 3–5 business days after processing.
Returns and Exchanges Eligibility
We kindly ask that returns be packed with care. To qualify for a full refund, items must be unused, with tags attached, and returned in their original packaging and polybag whenever possible.
Items returned damaged, worn, or not in resalable condition may be subject to a $15 fee or up to 20% of the item price deducted from the refund. While we always try to avoid these fees, they may be necessary in certain cases.
If you received a free item as part of a promotional offer with your purchase, the free item must also be returned in its original condition if you decide to return the purchased item. If the free item is not returned, its retail value will be deducted from the refund amount.
Refund Policy for Buy More, Save More Promotions
If you purchased items as part of a Buy More, Save More offer and later decide to return one or more items, the remaining order must still meet the promotional criteria. If the bundle criteria are no longer met, the discount will be adjusted and reflected in the refund amount.