Refund policy

 

Returns and Exchanges

General Policy

All products purchased at Baby Sophie Store in Hong Kong cannot be returned or exchanged. Exceptions for exchange will be allowed for defective and damaged products only.

Defective and damaged items can be exchanged within 14 days of purchased*, but must be returned in an unused condition, in their original state and packaging. An original receipt must be produced to show proof of purchase in Baby Sophie. Exchange request will not be accepted if exceeds the above specific timeframe. 

For personal hygiene purposes, merchandise categories under toiletries, underwear (inner garments), lingerie & accessories, bedding, feeding items (unless faulty) and food items are non-refundable and non-exchangeable. In addition, merchandise sold as promotional sale items are not covered in the exchange policy. Please include your invoice number, date of purchase, product name and reason for return. Once delivered, the delivery and assembly charges are non-refundable. Please note that no cash or credit card refund will be given. All exchanges would have to be for items of the same value or higher. On sales items are not applicable for exchange. 

*The warranties of electronic items, baby beds, highchairs, strollers, and furniture products, if any, will be stated in the product packing and customer will be responsible to send the defective products to product supplier directly for repairing or exchanging on their own with our supplier by the date you made purchases from us. Email us at info@stbabysophie.com for more information.


For Online Purchases:

Wrong Item Sent by Us

We will provide the correct item and retrieve the wrong one at our cost for any incorrect item sent to you. An exchange can be provided, or a refund may be processed based on customer preference.

Please understand that returns caused by the following reasons cannot be handled as a wrong item return.

  1. The actual appearance or colour of the products may differ from that shown in the photos, the actual products will prevail.
  2. Due to lighting or colour difference of computer monitors, resulting in some slight colour variations between the actual product and the photo.
  3. All measurements and weights are approximate. Specifications information on product details page is for your reference only; due to the manual measurement, different batches of orders or individual measuring methods, it may be slightly different from your measurements.

Please scroll down and read through the Report an Issue procedures.

 The General Policy applied for Online Purchases.

 

For Wrong Size Purchase

For wrong size purchased, returns or products exchanges are only accepted within 14 days from the date of purchase. There are 2 methods of exchange –

  1. Visit our store for an exchange. (With no shipping costs involved)
  2. Send the item back to Baby Sophie. However, the delivery fees incurred in the exchange are borne by customers. If you choose to return the product by courier, please note that the goods are your responsibility until they reach our address. We are not responsible for any item(s) that are lost or damaged in transit.

All items must be unused and unboxed in their original state and packaging.

Please note that no cash or credit card refund will be given. Also, all exchanges would have to be for items of the same value or higher. (Exchange only depends on stock availability.)

  1. Once we have received the item in unused and unbox condition, you will receive email notification of your item returned to us safely.
  2. You will now enter the approval process; we will examine the item’s condition.
  3. Once approved, once you have paid the new shipping fee, we will ship the item to you at the soonest.

The General Policy applied for Online Purchases.

 

 

Defective/ Damaged Item

Defective/ Damaged items can be exchanged within 14 days of purchased*, but must be returned in an unused condition, in their original state, and in packaging.

*The warranties of electronic items, baby beds, highchairs, strollers, and furniture products, if any, will be stated in the product packing and customers will be responsible to send the defective products to the product supplier directly for repairing or exchanging on their own with our supplier by the date you made purchases from us.

Please go through the Report an Issue procedure.

If Baby Sophie determines that the product is defective and you are eligible to exchange your product, please follow the instruction from the guideline on sending items to Baby Sophie and send back your product with the original receipt (or gift receipt) and original packaging.

The General Policy applied for Online Purchases.

 

Out-of-stock items -


If any items are out of stock in your order, we will refund the out-of-stock items' money back to the original payment within 7-10 days (timing depending on each bank). The remaining items will still dispatch as usual and should arrive the next day/same-day delivery.

However, we cannot cancel the whole order, ONLY out of stocks items will be refunded.

 

Report An Issue

When you find issues regarding the wrong item sent/incorrect size purchase, defective or damaged item, we recommend you follow the below steps to inform us. You will then receive an email with the approval of the issues.

  1. Please email us: info@stbabysophie.com. (No WhatsApp communication provided)
  2. Take pictures of the items that have been sent wrong to you/ defective or damaged items
  3. Please include the below information in the email
    • Order number
    • Invoice Number
    • Date of purchase
    • Product name and quantity
    • Reason for return
    • Preference of return or exchange
  4. You will now wait for the approval process before the next step is advised.
  5. If your issue is approved, you will follow the guideline on sending the item back to Baby Sophie for an exchange or refund. If your case gets rejected, we will notify you of the reasons for rejection.
  6. Please allow 7-14 business days for the refund process after approval


 

Guideline On Sending Item to Baby Sophie

Here are the steps for returning your item to Baby Sophie. We require you to use SF Express/ DHL to ship the products to us.

Using any other local couriers WILL NOT BE ACCEPTED for refund and exchange.

Unfortunately, we do not provide a free shipping fee for returning items. Customers are required to pay for returning the products.

 

  1. First, print out the sales invoice. (This must have come with the return parcel)

  2. Prepare and pack the item carefully - we highly recommend you use our original shipped outer packing to send the items back. *If Baby Sophie receives any costs incurred for different packaging materials that have been used, we will then deduct the additional materials charges from your refund amount.

  3. Download SF Express App or use the link below to create the return waybill – Create waybill link

  4. Or create a shipping label from the DHL website.

  5. Return address and information - Baby Sophie
    RM205, 2/F, Keybond Commercial Building, 38 Ferry Street, Jordan, KLN, Hong Kong
    +852 5726 7919

  6. Pay on Arrival does not apply for the wrong size purchase. Please make sure you pay for return shipping costs for incorrect size purchase returns. If we got charged by the delivery, we would invoice you for the delivery charge incurred.

  7.  Arrange SF Express or DHL door-to-door pickup.

  8. You will receive an email notification as soon as we receive your items back.

  9. Once we have checked everything is fine, an email notification will be sent to you if a refund is issued, or the item is ready to exchange and ship back.

 

 

Please note: The goods are your responsibility until they reach our address below. We are not responsible for any item(s) that are lost or damaged in transit. Once we have received the item in unused condition, we will proceed with the refund or exchange as agreed.

 

For In-Store purchases

All products purchased at Baby Sophie Store in Hong Kong cannot be returned or exchanged. Exceptions for exchange will be allowed for defective and damaged products only.

Defective or damaged products are allowed for an exchange or refund. Exchanges or refunds are only accepted within 14 days from the date of purchase, accompanied by a proper store receipt, and approach any of our Baby Sophie staff in our store. Please note that the merchandise must be unused, unboxed, and sellable with complete packaging and/or hangers.

We only accept in-person exchange or refund if you purchased in-store. We do not accept product returns by courier.

If you are unclear, don't hesitate to contact our customer service at info@stbabysophie.com. Baby Sophie reserves the right of final decision in case of any disputes and changes the terms from time to time without prior notice.

The General Policy applied for In-Store Purchases.

 

Promotions and Codes

Baby Sophie occasionally offers promotional codes to loyal customers.

When attempting to apply these codes, please note that some conditions apply:

  • Items previously discounted (i.e sale items) may not be eligible for further discount.
  • Promotional codes cannot be applied to items that are already discounted.
  • Codes are redeemable online and in-store unless otherwise indicated.
  • The discount provided will be distributed amongst all eligible items for orders containing multiple items.
  • Promotional code items returned to Baby Sophie will be refunded in the amount paid and not the original value of the item(s).
  • Discounted items are not eligible for return and exchange.
  • If a code is invalid or expired, a replacement will not be issued.
  • Only one promotional code can be applied per order.
  • The promotional codes have no monetary value and cannot be converted into currency.

 

To redeem the coupon code, the claimant types the coupon code into the promotional box in the Baby Sophie website's checkout field. The applicable discount will be automatically deducted from the final price of the qualifying purchase. 

If the claimant fails to enter the coupon code at the time of purchase as specified, the purchase will not be eligible for the discount. Additionally, a discount code cannot be claimed once the order is confirmed. Order cannot be canceled or refunded once the order is confirmed. 

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