Order Changes

My shipping info is incorrect/has changed

Unfortunately we cannot guarantee address changes if the order is already in production. If you would like to check if it’s possible to change your shipping address, please email your order number and updated shipping address. If your package has shipped, please contact the shipping provider and ask them to update the shipping address. If the package is returned to our Distribution Center, we will email you and let you know.

Cancel Order

Unfortunately we cannot guarantee cancellations if the order is already in production. Most orders go into production 24 hours after purchasing. If you would like to check if it’s possible to cancel your order, please email your order number and request for the order to be cancelled.

I would like to change an item

Unfortunately we cannot guarantee item change if the order is already in production. If you would like to check if it’s possible to make changes to the items in your order, please email with your order number and the item and/or size change. If your package has shipped, once the order is delivered you may process a return.


How do I return an item?

By processing a return a customer acknowledges and agrees with the entire Sofie Dossi Return Policy and understands the terms. Click here: RETURNS LINK to process a return. You will need your order number and the email address associated with the order to begin a return.

I received the wrong item/item size

Damaged items must be reported/emailed within 3 days of receipt with photos attached to If not reported within 3 days, we will not issue replacements. We are not responsible for normal wear and tear of items purchased and will not issue a new item outside of the 3 day window of receiving the item.

If you have received an incorrect item, please contact within 3 days of receiving your order.

Can I exchange an item?

Because we can't ensure our customers will be issued the style/size they desire by the time their returned items come back to the distribution center, we are unable to accommodate exchanges by mail. By processing a return and sending your item(s) back, you will receive a refund for the net price of your item(s). Sofie Dossi is not responsible for the cost of shipping a new order once your return has been processed.

My package was missing an item and I was issued a refund

If your order includes multiple items and one (or more) of the items are out of stock, we will issue a refund for item(s) not in stock and go ahead and ship the rest of your order.


When will I receive my package?

  • Processing time is separate from shipping time.
  • Orders are processed Monday-Friday (excluding holidays). Processing time requires 7-14 days.
  • Shipping time is based off the method selected by the customer at checkout.
  • Shipping timelines do not apply to orders shipped to APO/FPO addresses.


Tracking information states my package as being delivered but I never received it

Sofie Dossi does not hold nor accept responsibility nor issue refunds or credits for packages that the courier confirms as delivered or items lost, stolen, or stuck in transit. Please contact your shipping courier to locate your order.

Tracking information shows the package delayed

Contact the shipping courrier with your tracking information, located on your shipping confirmation page, to find out the most updated status of your package.

Sofie Dossi does not hold or accept responsibility for packages or items lost, stolen, or stuck in transit when being delivered back to our distribution center. Please contact your shipping courier to locate your order.

What countries do you ship to?

Australia, Austria, Bahamas, Belgium, Brazil, Canada, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States, and United States Minor Outlying Islands

What happens if my package is returned to sender or refused?

Original shipping fees are non-refundable. For items returned to Sofie Dossi due to an undeliverable address or issues with customs, refunds will be issued for the net price of your item(s) minus the shipping charge.

Payments and Refunds

What currency will I be charged in?

All charges on Sofie Dossi are processed in US Dollars.

Exchange Rates:

Differences in prices may vary according to the time an order is placed, and the time the payment is processed. When an order or return is processed, the order or refund will be generated in US Dollars. Sofie Dossi is not responsible for differences in exchange rates from when an order is placed, the payment is processed, or when a refund is processed.

Discount Codes-Retroactive Discounts:

The amount paid at checkout and the amount that appears on your invoice is non negotiable. Sofie Dossi will not apply retroactive discounts to orders being processed or that have been processed. Discount codes and site wide sales are only good on orders placed after the start date and before the end date of the discount code/sale. The discount code must be entered during the payment process as it can not be applied later.

Late or Missing Refunds: 

Refunds can take up to 10 business days to appear on your statement, depending on how your bank or financial institution processes them. If Sofie Dossi processed a refund and you have not received a refund after 10 business days, contact your Bank or Credit Card Company to see if the refund is still pending. Currency exchanges may take longer than 10 business days.

If you have contacted your Bank or Credit Card Company and you still have not received your refund, please contact us at


Refunds for Returns: 

Please note that original shipping fees are non-refundable and the cost of the return shipping label is the customer’s responsibility

Once your return is received and inspected, we will notify you of the approval or rejection of your return. If you are approved, your refund will be processed and a credit will be applied to your original method of payment within 5-7 business days.

If you used store credit or a gift card to make a purchase and returned items from your order, you will be refunded back on the store credit/gift card. There will be no monetary exchange for returned or canceled orders made with a store credit or a gift card.