Exchanges and Shipping

If, after your purchase, you are not satisfied with an item, you have 14 days after receiving your order to exchange or return it.

Before exchanging or returning , know that:

  • Exchanges and returns are only permitted up to 14 days after receiving your order.
  • Returned items must be in the same condition as when you received them, namely with the original tags intact and the items in perfect condition, with no signs of use, odors or signs of washing or alterations to the item.
  • Failure to meet the deadline or poor condition of the returned items will result in non-acceptance of the return. The customer will be responsible for paying shipping costs for resending the unaccepted return.
  • Hygiene and personal protection items, such as masks, and underwear items, such as tights, cannot be exchanged or returned for safety and hygiene reasons.
  • Bathroom items cannot be exchanged or returned without a protective sticker, for safety and hygiene reasons.
  • As soon as we receive your order, we will check the condition of the items and exchange or refund the amount paid for the returned items.
  • We do not refund shipping costs, only the amount paid for returned items.
  • The refund period may vary between 2 and 14 days after the date of receipt of the return at our facilities, and will be made using the same payment method used for the purchase.
  • From April 1, 2024 , all transport costs associated with exchanges and returns are the responsibility of the customer, as well as resending costs in the event of an exchange.

Exchanges

Exchanges can be made in physical stores at no additional cost, or in the online store following the steps explained in the Return by Mail topic.

After confirming the stock availability of the item you wish to exchange, the customer must pay the shipping costs according to the desired shipping method (if applicable).

All transport costs associated with exchanges and returns are the responsibility of the customer, as well as return shipping costs in the event of an exchange.

Free Returns in Physical Store

  1. FIND YOUR NEAREST STORE

Go to one of our stores located in Portugal to make any exchange or return.

  1. DELIVER THE ITEM YOU WANT TO EXCHANGE OR RETURN IN THE ORIGINAL PACKAGING

In the store, a form will be filled out with your order code and the item(s) you want to return. It is mandatory to present the purchase invoice, otherwise no procedure can be carried out.

Don't know what your order code is? Access your order confirmation email to see your order code.

  1. REFUNDS WILL BE MADE IN THE SAME PAYMENT METHOD USED FOR THE PURCHASE

Please note that if you return your items to a store, your return details will be sent to our headquarters where the refund will be made using the same payment method used for the purchase. If you paid by Multibanco you will be asked for your IBAN.

Return by Mail

Registered Customer

You have up to 14 days after receiving your order to make your return:

  1. LOG INTO YOUR SOPHIA ACCOUNT

Click on "My orders" and then click on the order with the items you want to return. Select the items and click on "Return". Write the reason for the return and click "Create item return".

  1. PREPARE YOUR ORDER

Pack your items securely, in the original packaging, if possible, and include the purchase invoice and your IBAN (if you made the purchase via ATM).

  1. REQUEST AN ADDRESS FOR RETURN

Send an email (sophiabijuteria@gmail.com) or whatsapp message (966 473 795) requesting information about the address to which you should make your return.

Transport costs for exchanges and returns are the responsibility of the customer.

  1. ALTERNATIVELY, REQUEST A RETURN LABEL BY PREPAYMENT

You can send an email (sophiabijuteria@gmail.com) or whatsapp message (966 473 795) requesting the sending of a return label by pre-paying a return fee of €3.99 (Continental Portugal) or €5.99 (Islands). You must print, attach the label to your order and deliver it to the CTT point closest to you. You can find a CTT Store or Point HERE

Guest Customer

Placing an order as a guest does not require registration and login to your account at sophia.pt

You have up to 14 days after receiving your order to make your return:

  1. SEND AN EMAIL TO REQUEST YOUR RETURN

If you wish to return an item, send an email to info@nortemoda.pt indicating:

- order code;

- reference of the item(s) to be returned and reason for return;

- IBAN, if you made the purchase via Multibanco.

  1. PREPARE YOUR ORDER

Pack your items securely, in the original packaging, if possible, and include the purchase invoice and your IBAN (if you made the purchase via ATM).

  1. PLEASE WAIT FOR THE ADDRESS FOR RETURN

We will send you an email or message with information about the address to which you should make your return.

Transport costs for exchanges and returns are the responsibility of the customer.

  1. ALTERNATIVELY, REQUEST A RETURN LABEL BY PREPAYMENT

You can send an email (sophiabijuteria@gmail.com) or whatsapp message (966 473 795) requesting the sending of a return label by pre-paying a return fee of €3.99 (Continental Portugal) or €5.99 (Islands). You must print, attach the label to your order and deliver it to the CTT point closest to you. You can find a CTT Store or Point HERE

Did you receive an item with a manufacturing defect?

Despite the careful analysis of items before shipping, the human nature associated with order processing does not exempt us from errors, so if you receive an item with a manufacturing defect, we ask that you contact us via email (sophiabijuteria@gmail. com) or WhatsApp (966 473 795), with a brief explanation of the defect and, if possible, some photos.

Sophia will send a return label that you must print, stick on the outside of the packaging and deliver to a CTT point closest to you at no additional cost. After arriving at our facilities, the item will be analyzed by our Quality Department who will assess the claimed defect.

In case of possible repair or replacement, the customer will receive the part at the indicated address at no additional cost, with all shipping and re-shipping costs being borne by Sophia.

If the claimed defect is not accepted by the Quality Department, the reasons will be explained within 14 days and the item will be returned to the customer upon payment of shipping costs, which will be your responsibility. Please note that defects caused by wear and tear due to use or washing of the item will not be validated as a manufacturing defect and will therefore be rejected.