We want you to love every purchase from Sophia’s Beauty LTD. If something isn’t quite right, our returns process is simple, fair and fully compliant with UK consumer law.
Your right to cancel
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods — for any reason. To exercise this right, simply contact us within 14 days of delivery. You then have a further 14 days to return the goods to us.
Item condition
Returned items must be unused, unopened and in their original packaging, with all tags, seals and accessories intact.
For hygiene and safety reasons, opened or used cosmetics and personal care products cannot be accepted for change-of-mind returns. Please check shades, ingredients and product details carefully before placing your order.
How to start a return
1. Contact our support team at support@sophiasbeauty.co.uk, quoting your order number and the item(s) you wish to return.
2. Pack the item(s) carefully in their original condition and packaging.
3. Send the parcel back using the return instructions provided by our team. We recommend using a tracked service and keeping your proof of postage.
Return shipping costs
For change-of-mind returns, you are responsible for the cost of returning the goods to us. Where an item arrives faulty, damaged or incorrect, we cover the return postage in full — please contact us first so we can arrange it.
Inspection and next steps
Once your return arrives, our team will inspect it and confirm receipt. Where the goods meet our returns conditions, your refund will be processed in line with our Refund Policy.
Faulty, damaged or incorrect items
If your item arrives damaged, defective or incorrect, please contact us within 48 hours with your order number and clear photographs. We will arrange a replacement or a full refund, including delivery charges, and cover all return postage.
Items that cannot be returned
For health and hygiene reasons, the following cannot be returned for change of mind: opened or used cosmetics and personal care products; gift cards; and items marked as final sale or non-returnable at the time of purchase. Your statutory rights in respect of faulty goods are not affected.
Need help with your return?
Email: support@sophiasbeauty.co.uk
To make a complaint about a return, email: complaint@sophiasbeauty.co.uk