Return Policy


We want you to enjoy your e-Sophie shopping experience so we make sure the products delivered to you are correct and of good quality.  If you are not satisfied of the products you receive, we are happy to accept returns for exchange or refund subject to the terms detailed below.


What items can I return? 

  • We accept a one-time return for size or color exchange of non-defective merchandise.
  • We accept returns for exchange or refund of defective, damaged or incorrectly delivered items.
  • Due to hygienic concerns, we strictly do not accept returns of beauty and personal care products such as (but not limited to) cosmetics and fragrances unless the product delivered to you is past its expiration date.
  • An item must be returned to us within 7 days of delivery receipt, and in its original condition along with the packaging, accessories, tags, invoice, and other inclusions.


Returning a Non-Defective Item 

  • Fill out the online return form including the details of the replacement item.
  • To return a non-defective merchandise, pack and ship the item to:

Sophie Paris Philippines Inc – Pasig Central Warehouse

778-E Mahogany Street, Octagon Village

Brgy. Dela Paz, Pasig City

  • Shipping fees associated with the return shall be on your account, so take extra care when ordering your items to avoid the extra cost and hassle.
  • Please note that we only accept item exchange requests for size or color changes of the same product, provided that the replacement item is of the same price as the purchased item.


Returning a Defective or Incorrect Item 

Désolé!  We’re very sorry if we somehow sent you’re a defective or incorrect item.  We adopt best-practice quality control measures to ensure we get it right, but sometimes mistakes do happen so we try to make the return process as convenient as possible. 


For Metro Manila Returns 

  • Fill out the online return form, indicate whether you prefer a refund or an item exchange, and include 1 to 3 photos of the damaged or incorrect product.
  • Pack the item and wait for our shipping partner to pick up your package. Our Customer Care Team will be getting in touch with you to coordinate the schedule.


For Nationwide Returns 

  • Fill out the online return form, indicate whether you prefer a refund or an item exchange, and include 1 to 3 photos of the damaged or incorrect product.
  • Pack and drop off the item at your nearest LBC branch.
  • Fill out the delivery form with the following details:
Account No.:       10393701
Return Address:  Sophie Paris Philippines Inc – Pasig Central Warehouse, 778-E Mahogany Street, Octagon Village, Brgy. Dela Paz, Pasig City


What happens next after I return an item? 

  • All returned items will undergo a verification process to confirm if they qualify for an exchange or refund.  The verification process typically lasts 3 business days. Items that are not returned within the prescribed period or in their original condition will be rejected and shipped back to you.
  • If you’re returning a damaged or incorrect item, you may opt to have the returned product replaced with a new item, or you may simply ask for a refund on the item cost.
  • The refund will be credited to your Sophie Cash Card or bank account within 14 days from confirmation.
  • Shipping and handling fees are strictly non-refundable except in the case of canceled and unfulfilled orders.
  • If you’re returning an item to exchange, replacement items will be shipped to you following the same delivery lead time as your original order.  Should a replacement the item be no longer available, you will be refunded within 14 days from confirmation.
  • Whatever the case, our Customer Care Team will notify you via email and / or phone when the replacement item has been shipped or the refund payment has been credited.  You may also send an email to to check on the status of your return.


Canceled sales

  • We may cancel your order in the event of a pricing error or should your purchased item suddenly run out of stock. Should this happen, our e-Sophie team shall notify you immediately of the cancellation and you will be provided with a full refund in the event payment has already been made.


Last updated on 24 August 2018