Refund policy


SOFÉE Refund Policy

 

 

Last updated: December 2026

At SOFÉE, we take great pride in crafting premium eyewear and delivering a luxury experience from start to finish. Because every product is quality-checked before packing, we maintain a strict but fair refund and return policy to protect both our customers and our brand.

1. No Refunds on Change-of-Mind or Wrong Orders

Due to the exclusive and limited-release nature of SOFÉE products:

All sales are final.

We do not offer refunds, returns, or exchanges for:

  • Change of mind
  • Ordering the wrong style or colour
  • Realising you no longer want the item

Please review your order carefully before completing your purchase.

2. Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, we will replace it at no extra cost.

You must notify us within 48 hours of delivery by emailing:

📧info@sofeethebrand.com

Your message must include:

  • Your full name
  • Order number
  • Clear photos or video of the damage, defect, or wrong item
  • A photo of the packaging

After verification, a replacement will be sent.

Refunds are only issued if the item is out of stock.

3. Lost Packages

If your package is marked as delivered but you did not receive it:

  • Kindly wait 24 hours (sometimes couriers scan early)
  • Check with neighbours and security
  • Contact the courier using your tracking number

If the courier confirms it was misdelivered, we will assist in opening an investigation.

SOFÉE is not responsible for:

  • Wrong shipping addresses entered by the customer
  • Packages stolen after delivery

4. Order Cancellations 

Once an order is placed, it cannot be cancelled because processing begins immediately.

5. Exchanges

We do not offer exchanges unless the item is defective.

A new order must be placed for any additional purchase.

6. Custom & Limited Edition Items

All custom, founder-release, or limited-edition items (including the Founder’s Drop) are non-refundable and non-returnable.

7. Contact Us

For any order concerns, please email us:

📧 info@sofeethebrand.com.

We are always here to help and ensure you receive the SOFÉE experience you deserve.