Returns and Refunds Policy
Return Policy
We offer a 30-day return policy , which means that you have 30 days after receiving your item to request a return, provided that the following conditions are met:
Conditions for returns
To be eligible for a return:
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The goods must be in the same condition as when you received them (unused, unwashed, undamaged).
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All original labels, packaging and accessories must be intact.
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The return request must be made within 30 days of receiving the item.
How to initiate a return
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Send an email to info@sophiegems.com to begin the return process.
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Include all necessary information, such as a detailed description of the problem , along with clear photos showing the product's condition, labels, and the identified problem.
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Once your request is approved, we will send you instructions on how to proceed.
The return address is as follows:
Company: Yiwu Cujia Trade Co., Ltd
Recipient: Isabella
Contact: +8617757903756
Address: 2nd Floor, Building 9, No. 887 Changchun West Rd. China (Zhejiang) Pilot Free Trade Zone, Jindong District, Jinhua, Zhejiang
⚠️ Important: Items returned without prior authorization will not be accepted .
Returns process and conditions
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Return period: 30 days after receipt of the goods.
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Processing Time: Refunds are processed within 10 business days after we have received and inspected the returned item.
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Return shipping costs: The customer is responsible for return shipping. These costs are non-refundable .
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Return warehouse: Returns are sent to our warehouse in China .
Shipping and tracking
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For your safety, we recommend using a shipping service with tracking and insurance .
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Please ensure that your return package is properly packaged to avoid damage during transport.
Important notes
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The return must include all original parts, labels and packaging and be handled with care.
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The goods must be returned in perfect condition , with the labels still attached .
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Hygiene products must be cleaned before being returned.
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Customized or specially made items cannot be returned or exchanged .
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Sale items must be returned in their original, unused condition.
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Photos are required for all returns to improve our process and ensure fairness.
Changes
If you want to exchange an item for a different size, color or model , follow these steps:
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Contact us first: Send an email to info@sophiegems.com to make an exchange request.
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Describe the problem in detail.
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Attach clear photos or videos that show the condition of the item and the problem at hand.
Conditions for exchange
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The customer is required to return the original item to our warehouse before the new item can be shipped.
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The returned item must meet our standard return conditions (unused, undamaged and with all original packaging and labels intact).
Exchange invoice
Once your request has been approved, we will send you an invoice containing:
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Instructions for return shipping and address to our warehouse.
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Shipping costs for the new item (depending on your location).
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Any difference in price for the new item.
Treatment of the prey
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After we have received and inspected the returned item, we will ship the new item.
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You will receive tracking information as soon as the item has been shipped.
⚠️ Important to remember:
The original item must be returned before an exchange can be made.
Shipping costs apply depending on your location and are non-refundable .
Photos are required for all exchanges.
Refunds
Once we have received and inspected your return, you will receive a notification whether the refund has been approved or denied .
Time for refund:
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Upon approval, the refund will be made within 10 business days to your original payment method.
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Processing time may vary depending on your bank or payment provider .
📩 If you have not received your refund within 15 working days , please contact us at info@sophiegems.com .
Damaged or faulty goods
If you have received a damaged, defective or incorrect item , please contact us immediately at info@sophiegems.com with:
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Clear photos showing the problem (damaged areas, wrong item, labels, etc.).
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Your order details (order number, name, etc.).
After inspection, we will send a free replacement item , including shipping costs .
⚠️ Any damage or defects must be reported within 7 days of receipt.
Requests made after 7 days will not be processed .
Wrong order (customer's responsibility)
If you have ordered the wrong item or the wrong size, you can still return it, but you are responsible for the return shipping .
Cancellation policy
You can cancel your order within 5 minutes of confirmation. Please contact us immediately if you wish to cancel or change your order.
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Full refund: If cancellation is made within 5 minutes, or if the item is out of stock.
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Non-cancellable orders: After 5 minutes or if processing/shipping has already begun.
If the order has already been shipped, please follow our return policy.
Color warning
Despite our efforts to reproduce the product colors as accurately as possible, slight variations may occur depending on lighting conditions or screen settings. Thank you for your understanding.
Incorrect delivery address
Refunds will not be issued if an incorrect or incomplete address is provided when ordering.
It is your responsibility to verify all information (email, full name, address, phone number) before confirming the order.
If you discover an error immediately after ordering, please contact us as soon as possible at info@sophiegems.com .
However, if the order has already been processed or shipped, we cannot change the address or refund undelivered packages .
Size warning
At Sophie's Gems we provide accurate sizing information to help you choose the right size.
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Responsibility: Sophie Gems is not responsible for incorrect size selection.
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Size Guide: Available on each product page — please read it before purchasing.
Since different manufacturers may have different measurements, slight differences may occur.
We recommend that you measure yourself and compare with our guide for maximum accuracy.
Are you unsure? Feel free to write to us at info@sophiegems.com — our team will be happy to help you!