Frequently Asked Questions
Got a question? Here are the things customers ask us most. If you don't see what you're looking for, just email us at info@sophierosalyn.com and we'll help you out.
Where do you ship?
We ship within the United States. See our Shipping Policy for full details.
How much does shipping cost?
Shipping is free on every order, with tracking included.
When will my order go out?
Orders placed before 3:00 PM ET (Monday–Friday) start processing that same business day. Orders placed after that, or on weekends and public holidays, start processing the next business day. Processing takes 1–2 business days.
How long until it arrives?
Once your order has been processed, delivery takes 3–7 business days. In total, this is approximately 4–9 business days from the time you place your order. These are estimates and are not guaranteed, as weather, holidays, and high shipping volumes can affect delivery times.
Will I be able to track it?
Yes. Every order ships with tracking. As soon as your order is dispatched, we'll email you the tracking number so you can follow your package. You can also use our Track Your Order page.
Can I change or cancel my order?
Orders are processed automatically after they are placed, so they cannot be changed or cancelled once confirmed. For more details, see our Shipping Policy. If you have received your order and want to return it, see our Refund Policy.
What's your return policy?
You may request a return within 30 days of the delivery date. Items must be unworn, unwashed, and undamaged, in their original, unused condition with all tags attached and in their original packaging. Email us to get started and we'll walk you through it. Full details are in our Refund Policy.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. We do not charge a restocking or handling fee. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit. If your item arrived damaged, defective, or incorrect, we cover the return shipping.
How do I start a return?
Email info@sophierosalyn.com with your order number, the item name(s), and the reason for the return. We'll reply with the return address and instructions. Please wait for our approval and the return address before shipping anything back.
When will I get my refund?
Approved refunds are issued to your original payment method within 7 business days of our receiving and inspecting your return. Depending on your bank, it may take a few additional days for the funds to appear. See our Refund Policy for details.
What if my order arrives damaged, defective, or incorrect?
Email us at info@sophierosalyn.com within 30 days of delivery with a photo of the issue. We will make it right at no additional cost to you, including covering return shipping.
Do I have to pay customs or duties?
No. All applicable duties and taxes are included in your order total at checkout, so there are no additional charges upon delivery.
What payment methods can I use?
We accept Visa, MasterCard, Maestro, Apple Pay, Google Pay, and Shop Pay. The methods available to you are shown at checkout. For more information, see our Payment Policy.
How do I reach a real person?
Email us at info@sophierosalyn.com. We reply to emails within 24 hours. Our business hours (Eastern Time) are Monday to Friday 9:00 AM – 6:00 PM (ET) and Saturday and Sunday 12:00 PM – 5:00 PM (ET). You can also visit our Contact page.