We offer free worldwide shipping. All jewelry is shipped via FedEx with Signature Required. All items will be shipped from our Atelier in Amsterdam, the Netherlands.
We insure all packages against theft and accidental damage while in transit. Once the package is delivered and signed for, we are no longer liable. Orders cannot be delivered to PO Boxes or APO/FPO addresses.
For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs. Sophie Joanne are not responsible for any delays caused by any customs clearance procedures in the country of destination. If you are having trouble placing your order or want to know the time frame for delivery please email contact@sophiejoanne.com. We will do everything we can to help you.
If the purchased item is in stock Sophie Joanne aims to dispatch these items from our Atelier within 24 hours of your order. Upon dispatch you will receive an email notification with estimated delivery time and tracking details. Shipping will take between 2-3 business days.
There are a lot of items in our collection, which have a longer lead-time than 24 hours to dispatch. If this is the case it will be stated prior to the payment phase of the check out process.
To check the status of your order please email us at contact@sophiejoanne.com. Please include your order number and a we will get back to you with a status update within 24 hours, Monday - Friday.
Each piece is made-to-order. Due to the handmade nature of our pieces, we do not offer refunds at this time, but you are welcome to either return pieces for store credit or exchange pieces for an item of equal or lesser value within 7 days of purchase. When a ring is re-adjusted on a specific size on demand, it becomes custom made and it is not returnable.
When shipping back your order, please inform us via an email to contact@sophiejoanne.com. We suggest shipping with a reliable and insured carrier only. Sophie Joanne is not responsible for lost or stolen packages in the case of a returned shipment.
Please make sure your items are returned new, unused and with all Sophie Joanne tags still attached. All our items come with an Sophie Joanne tag attached. A sale will be deemed final if this seal has been broken, or if the item is used or incomplete.
Upon return of an item our expert will screen all returns before granting an exchange. We reserve the right to refuse a return or exchange if the item received is determined to be damaged or unsaleable. Items that do not meet our policy will not be accepted and will be sent back to the customer without any refund given.
Please contact our customer care team by emailing contact@sophiejoanne.com for further questions.
In case of defective or wrongly delivered items at the fault of karolin van loon, exchange or refund of payment shall be issued, upon request. Unless the defect of the wrong delivery has taken place or is attributed to the postal carrier’s negligence. If an order is received damaged after opening the parcel. Please photograph the damaged item immediately and notify us by phone as soon as possible. Please note that we insure all orders against damage during transit. No reclamation will be accepted after 3 days.
Products that are received damaged or become damaged by a manufacturing fault within twelve (12) months of purchase are considered faulty. Items that become damaged as a result of normal wear and tear are not considered to be faulty. Each case will be handled separately. Sophie Joanne will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason. Damaged or faulty products will be repaired or if not possible, replaced, where possible and subject to availability.
