Sofee Returns & Exchanges
Returns
We have a 14-day ‘no quibble’ returns policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You will also need the receipt/proof of purchase and order number.
To start a return, you can contact me at emily@mysofee.com within 14 days. I’ll send you return instructions. Items should not be returned without first requesting a return via email.
You are responsible for repackaging the product and shipping fees. Where possible, please use the original packaging to ensure it is returned in the same condition. We cannot process returns for damaged products that are not re-packaged securely.
Note: We recommend that you keep the box, along with all the packaging materials for 14 days after its arrival in case of a return/exchange.
Once the item is received at Sofee HQ, we will inspect your return, and let you know if the refund is approved. Once approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
If you have any questions about the returns process, you can always contact me at emily@mysofee.com.
Exchanges, Damages and Issues
Please inspect your order upon receipt and contact Sofee HQ immediately if the item is defective, damaged or if you received the wrong item, so that we can make it right.
Email emily@mysofee.com with 2-3 photos of the problem and we will organise a repair or exchange. Please do so within 14 days of reception.
Each product is quality checked before leaving Sofee HQ.
Colour Swaps:
If you would like to swap the colour of your product, please email emily@mysofee.com within 5 days of receiving your product. In most cases, we can exchange a cover if it is in stock.
Customers are responsible for all postage costs for colour exchanges.
To be eligible for a colour swap, your item must be in the same condition that you received it.
Only the covers will be exchanged in colour swaps.
If you are unsure about your choice of colour, please email for a fabric colour swatch (subject to availability). We have invested in high quality photos for our website so you can see the true colour of each Sofee.
Cancelling an Order:
You can cancel your order by emailing emily@mysofee.com. Please include your order number.
Cancellations cannot be reversed. Once a cancellation is processed, the funds will be released immediately, but it may take 3-10 days for the credit to land in your account.
Note: There is a £10 cancelation fee for any Christmas orders/pre-orders.
Warranties:
We are confident we have made a high-quality product to last. Sofee’s foam and covers are built to stand up to everyday use including lots of play! We offer a six (6) month warranty on covers and one (1) year warranty on our foam.
