Returns Policy
Returns
If you want to return an article you have purchased at J.C.Sophie.com, this is no problem. If for any reason you are not satisfied with your online order, for instance the size was not correct or you don't like the color, you can return the items in the box in which you received them. You can return any item within 14 days of receipt. In all cases, the items returned must be in their original condition, which includes tags and any original packaging. The items have to be returned in the box in which they were delivered to you. Note that all goods will be inspected on return. Any item in unsuitable condition will be sent back to you and will be excluded from the refund policy. Furthermore, the goods are your responsibility until they reach our warehouse. Please ensure you pack your returns carefully to prevent any damage to the items and/or box. We are not responsible for any items that are returned to us in error. We recommend you use a postal service that insures you for the value of the goods you are returning or obtain proof of posting.
Returns are free for Dutch customers/ customers with a permanent residential address in The Netherlands only.
To return your items, please follow these steps:
- Take the returns note which we enclosed with the goods and simply mark the items you would like to return.
- Pack the items and the returns note in its original packaging and box and enclose the J.C.Sophie stickers which we added to your order.
- For Dutch customers or customers from within the Netherlands,
Please return the package to the following address:
J.C.Sophie B.V.
Antwoordnummer 557
5700 VB Helmond.
- For international customers,
Please return the package to the following address:
J.C.Sophie B.V./p.a. FashionWheels
Grasbeemd 5
5705 DE Helmond
- Once we receive the returned items, we will inspect and process the goods. As soon as we are confident the goods are in their original condition, the return will be allocated to your account. Any refund will automatically be issued to your bank account number (in case of iDEAL payment) or will be issued to the Credit Card used to make the original purchase. In the event that we are unable to provide a suitable replacement, we will automatically refund you and let you know via e-mail. You will receive the refund for your returned items within 14 days on receipt of the returned items.
What to do when you returned an item and it was incorrectly refunded or replaced?
We are really sorry if we made a mistake when processing your request!
If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.
If you were expecting a refund, but the refund payment was incorrect, please call our Customer Service department 0800-4000028 (only accessible from within the Netherlands) or contact us by e-mail info@jcsophie.com, and we will resolve the problem as soon as possible.
Return Address for Dutch customers living in The Netherlands:
J.C.Sophie B.V.
Antwoordnummer 557
5700 VB Helmond
The Netherlands
Return Address for international customers:
J.C.Sophie B.V./p.a. FashionWheels
Grasbeemd 5
5705 DE Helmond
The Netherlands
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you want us to.
Faulty items
We want all our customers to receive top quality goods, so if you think there is a fault with an item you have received, please let us know straight away by contacting our our Customer Service department 0800-4000028 (only accessible from within the Netherlands) or by e-mail info@jcsophie.com. Please note that we must be notified by phone or e-mail within 7 working days on receipt of the goods. It is therefore very important that you inspect all J.C.Sophie goods for faults directly on receipt of the goods. We will aim to resolve any issue with a faulty item as quickly as possible, but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. Please send us an e-mail with pictures of the faulty products and include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you. We will issue a replacement (if available) or a refund on your request. If you have any further questions or concerns about returning a purchase or cancelling an order then please don't hesitate to contact us by e-mail or phone.
Complaints
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise. If, for any reason, you feel you have a serious complaint about your order, the product or anything else, we kindly ask you to send us an e-mail to info@jcsophie.com and provide us with as much information as possible. We will happily help you to solve any issues.
We are always pleased to hear from our customers (even if it is a complaint!). We are always grateful for any time you spend providing us with the knowledge we need to ensure our customers are completely satisfied - we want you to return to the site and to recommend us to your friends and family. If you have any questions or feedback about this statement, or if you would like us to stop processing your information, please do not hesitate to contact our customer service department via e-mail at info@jcsophie.com or telephone. They will be delighted to answer any questions you may have.