Return and Refund Policy

At Sophia & Henry Austin, we want every customer to feel confident when shopping with us. While we hope you love your order, we understand that sometimes a return is necessary. This policy outlines our clear and fair return and refund conditions.

Return Conditions

  • Returns can only be initiated after the item has been physically received.

  • You must request a return within 15 days of delivery.

  • Once approved, you have 15 additional days to send the item back.

  • Returns must be shipped to the original fulfillment location (our supplier, located in China).

  • Return shipping costs (including international shipping, customs duties, or other fees) are the responsibility of the customer.

  • Items must be unworn (fitting allowed), unwashed, undamaged, and in their original condition with all tags attached.

  • Wearing an item beyond trying it on is not permitted.

  • Ordering multiple sizes with the intention of returning part of the order is not allowed.

Final Sale Items

  • Products marked as Sale or Discounted are considered Final Sale and are not eligible for a refund.

  • Instead, we will gladly provide a replacement item, while the customer covers the shipping cost.

  • Please check your order carefully before completing your purchase.

Restocking Fee

  • A €20 restocking fee per returned item will be deducted from the refund.

  • This fee covers inspection, handling, and reintegration into our stock system.

100% Return Guarantee on Unused Items

  • A full refund is provided on all unused items that meet the conditions above (minus the restocking fee and shipping costs).

Return Costs

  • Return shipping costs are always the responsibility of the customer.

  • Sophia & Henry Austin does not reimburse international return shipping, customs duties, or related expenses.

  • For details, please also refer to our Terms of Service.

Return Timeline

  • 15 days to request a return + 15 days to ship it back = 30 days total from delivery date.

  • Returns declared or shipped after this period will not be accepted.

Defective Items Guarantee

  • If you receive a product with a manufacturing defect, you are entitled to a full refund or exchange, whichever you prefer.

Return Process

  1. Send your return request via email to 📧 info@sophiahenryaustin.com within 15 days of receipt.

  2. You will receive the return address of our supplier (China).

  3. Ship the item at your own expense, including any customs duties or fees.

  4. We strongly recommend using a trackable shipping service.

Refunds

  • Refunds are processed within 15 days after we receive and approve the returned item.

  • Refunds are issued via the original payment method.

  • Applicable fees (e.g., restocking fee) will be deducted from the refund.

Liability

  • Sophia & Henry Austin is not responsible for lost packages if the tracking shows delivery to the customer’s provided address.

  • Incorrect or incomplete addresses are the sole responsibility of the customer.

  • Address changes must be reported within 24 hours of placing the order.

Contact

For any questions about returns, please contact us:
📧 info@sophiahenryaustin.com

At Sophia & Henry Austin, we are committed to fair and efficient handling of returns. By following this policy, we aim to make the process as smooth as possible for every customer.