Refund policy
At Sophisticate, we strive to provide our customers with the highest quality luxury clothing. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, please review our returns and refund policy below.
Returns
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Eligibility: We accept returns on unworn, unwashed, and undamaged items within 14 days of the delivery date. Items must be in their original packaging with all tags attached.
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Non-Returnable Items: Certain items, including personalized or custom-made products, intimate apparel, are non-returnable.
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Return Process: To initiate a return, please contact our customer service team at support@sophisticate.ch with your order number and the reason for the return. We will provide you with a return authorization and instructions for shipping the item back to us.
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Shipping Costs: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure your return is received.
Customers are responsible for any import duties, taxes, or customs fees incurred if the parcel is returned to Sophisticate. These charges are not covered by Sophisticate and will be deducted from the total refund amount. If the import fees exceed the refund amount, the customer will be responsible for covering the remaining balance. Failure to settle these fees may result in the package being refused or delayed, for which we hold no liability.
Refunds
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Processing Time: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. Refunds will be processed within 7-10 business days.
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Refund Method: Refunds will be issued to the original payment method used during purchase. Please note that your bank may take additional time to process the refund.
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Exchanges: If you wish to exchange an item for a different size or color, please return the original item and place a new order for the desired item.
Failed Delivery, Refused Parcels & Customs Fees
Customers are responsible for providing a complete and correct shipping address and for accepting delivery of their order.
For international orders, customers are also responsible for any customs duties, import VAT, taxes, courier handling fees, brokerage fees, storage fees, or other charges required by their country or by the courier. These charges are not included in our product prices or shipping fees unless expressly stated at checkout.
If a parcel is returned to Sophisticate because customs/import fees were not paid, delivery was refused, the parcel was not collected, the address provided was incorrect or incomplete, or delivery could not be completed for reasons outside our control, we may issue a refund once the parcel has been returned to us and the item has been inspected.
In these cases:
Original outbound shipping costs are non-refundable, even if shipping was offered as free, discounted, or included in the product price. Any return shipping fees, customs charges, courier charges, brokerage fees, storage fees, administrative fees, or other costs charged to Sophisticate may be deducted from the refund. A failed-delivery handling deduction of up to 30% of the order value may be applied to cover packaging, payment processing, handling, administration, restocking, and logistics costs. These deductions apply where allowed, but if the law gives the customer stronger rights, those rights still apply.
Refunds will only be issued if the item is returned to us in unused, unworn, undamaged, and resellable condition. If the parcel is not returned to us, we may be unable to issue a refund.
Customer Service
If you have any questions or need assistance regarding your return or refund, please contact our customer service team at support@sophisticate.ch. We’re here to help!