Shipping & Returns
At Unveiled by Sophie, we pride ourselves on dispatching quickly and reliably. Every effort will be made to post out your order as soon as it is ready, within the two month time period. All veils will be sent Tracked and Signed For, you will be forwarded the confirmation so you can track your veil. Accessories and other items will be sent Royal Mail Signed For.
RETURN & EXCHANGE POLICY
Every effort is made to insure that every item arrives in pristine condition. If there is an issue with either the quality or condition, please don't hesitate to get in touch.
1. Our returns policy
If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. This applies unless other wise stated on the quote or invoice. Bespoke Veils will be excluded from the returns policy. Find out how to return your item(s) at number 4.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
2. Faulty Goods
Please return your item(s) to us within 14 days after finding the fault, and remember to get in touch before returning. You can do this by going to our Contact Us page and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
3. Cancelling a contract under the consumer contracts regulations
If you’re a customer in the EEA, you get 14 days to cancel your contract with us
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to contact us with notice of your cancellation. A bespoke order is excluded from this offer
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Write to us via post: Unveiled by Sophie, 47 Kinburn Street London SE16 6DW
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the address provided- 47 Kinburn Street London SE16 6DW
All returns are quality checked – items should be returned in a new and unused condition and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
As a customer you choose the return method at your own risk. We strongly recommend returning the item by a Tracked and Signed for service to ensure it arrives safely. This means if it is lost in transit you can then claim the cost of loss from the chosen post office.
4. UK Customers only- How to return and item and how much does it cost?
1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package
2. Write the return address on the parcel. 47 Kinburn Street London SE16 6DW
3. Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
The customer is liable for the cost of return unless there is a fault with the item.
5. How do I return an item from outside the UK
This will be done on individual basis depending on where the item has been posted to.
6. How long does it take to process my return?
It can take up to 3 working days from the date of your receiving your item to processing the refund
On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back, and again when we have processed your refund.
If your return has not been credited within 14 days of sending your parcel to us, please contact us with your proof of postage receipt. We will then process an investigation on your behalf and get back to you within 7 working days.
7. Can I have an exchange instead of a refund?
Yes we will work with you to exchange your veil