We have a 14-days return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customercare@sophiethegiraffe-usa.com Items sent back to us without first requesting a return will not be accepted.
Our return department address:
Calisson Inc.
Customer Service
33049 Calle Aviador Unit A
San Juan Capistrano CA 92675
We will consider issuing replacements for products that are damaged due to manufacturer defects for up to 1 year from the purchase date. This does not cover normal wear and tear of product or damage caused by improper care or accidents. These products also must have been purchased from sophiethegiraffe-usa.com. If you think that you might have a defective product please contact our customer service department at customercare@sophiethegiraffe-usa.com with:
- Pictures of your product
- Purchase date (a copy of your receipt; if it was a gift, the date you received Sophie)
- Batch number (please refer to the attachment for reference)
Our Customer Care will be happy to assist you.
Once your returned item(s) is/are received, your return will be processed within 5-10 business days. Once your return is processed, you will receive an email notification. Due to different banking procedures outside of our control, please allow an additional 3-5 business days for the refund to be reflected in your account.
Please keep in mind that we are the U.S. distributor which means we can only sell, return and exchange products to addresses within the United States.
You can always contact us for any return question at customercare@sophiethegiraffe-usa.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shipping and Delivery Policy
Shipping
We strive to process your order within 1-3 business days after placing your order.
All orders will be shipped via USPS or UPS. Orders placed on Fridays will not be processed until Monday, as our warehouse is closed on weekends. Orders placed on a Holiday will be processed within 1-5 business days after the Holiday. Orders placed with expedited shipping will be processed and shipped that day if they are placed before 12 p.m. PDT. If your order is placed after 12 p.m. PDT, it will be processed and shipped the next business day. Please take that into account when selecting expedited shipping as it may affect your expected delivery date.
Delivery
Typically, your package should be delivered to you within 2-9 business days after it has left our warehouse in San Juan Capistrano, CA. Sophie the Girafe is not responsible for lost, stolen, or damaged packages, but we are protecting our customers by adding to each order over $25 shipping Insurance which covers your order if it gets lost, stolen, or damaged. To help you with these issues, we can file insurance claim after 30 days of package being lost. To avoid waiting for 30 days we recommend you contact the carrier to file a claim.
Addition Information
We try to help when delays in delivery happen, but we cannot issue a refund on any portion of shipping unless the carrier approves a refund on shipping charges.
All packages are shipped to the provided address. If your address is not verified, you will be contacted via email to verify your address. If your address is not valid, the processing time is longer. Please make sure your address includes zip code and apt number if applicable. Sophie the Girafe is not responsible for undeliverable packages. Undeliverable packages will be returned to the sender and we will refund you for the product(s) to the original method of payment. Please see our return policy for more details.
