Overview
At Sophora, customer satisfaction is our priority. If you are not fully satisfied with your purchase, we’re here to help.
Returns
- Products must be returned within 7 days of receiving your order.
- Items must be unused, unopened, and in their original packaging.
- For hygiene and safety reasons, used, opened, or damaged makeup and skincare items are not eligible for return, unless the product was received damaged or incorrect.
- Sale or discounted items are non-returnable, unless otherwise stated.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with clear photos or videos. We will arrange a replacement or refund after verification.
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 5–10 business days.
- Refunds will be issued to the original payment method.
- Shipping fees are non-refundable, unless the return is due to our error.
Exchange Policy
We currently offer exchanges only for defective or incorrect items, subject to availability.
Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
How to Initiate a Return
To request a return or refund, please contact our customer support with:
- Order number
- Reason for return
- Photos or videos (if applicable)
📧 Email: support@sophora.com
💬 Live Chat: Available on our website