Refund policy

Last updated: 16 February 2026

This policy applies to all online purchases made through MarySophora.com within the United Kingdom.

At MarySophora.com, we want you to feel confident with every purchase. If something isn’t quite right, we’re here to help. Please read this policy carefully to understand when returns or refunds are accepted.

Online Orders (UK Customers)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items.

Eligibility for Returns

To qualify for a return:

  • You must contact us within 14 days of delivery

  • Items must be returned unused, unworn, and unwashed

  • Items must be in their original condition, with:

    • All tags attached

    • Original packaging intact

    • No stains, odours, marks, or signs of wear

  • Proof of purchase is required

  • Returned items must be sent back within 14 days of notifying us

All returned items are inspected upon receipt. We reserve the right to refuse a return if an item does not meet these conditions.

Non-Returnable Items

For hygiene and product-integrity reasons, the following items cannot be returned or refunded, unless faulty:

  • Perfumes and fragrance oils (once opened)

  • Personal or hygiene-sensitive items

  • Earrings and jewellery worn close to the skin

  • Sale or clearance items (marked as final sale)

  • Gift cards

These exclusions do not affect your statutory rights if an item is faulty.

Refunds

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within 7–10 working days after we receive and inspect the return

  • Original delivery charges are non-refundable (unless the item is faulty)

Size Changes and Different Items

Changing to a Different Size

If you need a different size:

  • You must return the original item in new condition (unused, unworn, with tags attached, and in original packaging)

  • Once received and approved, we can send the requested size if it is available

  • Customers pay the postage costs for:

    • Returning the original item, and

    • Shipping the replacement size to you

If the requested size is not available (out of stock or not stocked), we will issue a refund once the returned item is received and approved.

Changing to a Different Item

If you purchased the wrong item and would like a different one:

  • Please return the original item in new condition (unused, unworn, with tags attached, and in original packaging)

  • Once received and approved, we will issue a refund

  • You may then place a new order for the item you want

Faulty or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery, including clear photos.

In these cases:

  • We will offer a replacement, refund, or store credit

  • Return postage costs will be covered by us

How to Start a Return

To start a return request, please:

  1. Go to our Contact Us page

  2. Select the reason for your message (for example: “Returns / Refunds”)

  3. Provide the following basic details:

    • Your order number

    • Which item(s) you want to return

    • Reason for return

    • Photos (if the item is faulty or incorrect)

After we receive your message, we will reply with:

  • The correct email address to send your return information to, and

  • Your return instructions (including the return address, next steps, and any reference number if required)

Return Shipping

  • Customers are responsible for return postage costs for non-faulty items (including size changes and preference returns)

  • We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit

Contact Us

If you have any questions about returns or refunds, please use our Contact Us page and we will assist you.

Thank you for shopping with MarySophora.com.