Shipping and Returns
RETURN POLICYAll Sales Final for International Orders, Made to Order Pieces, and Gallery Collection Items
All of the following sales on sophiebuhai.com are final:
- International orders shipped to destinations outside the United States;
- “Made to order” pieces;
- Furniture, art, and objects from our Gallery collection; and
- Items designated final sale.
We do not accept returns or exchanges of any of the above items. If you have any questions about any piece before making a purchase, please do not hesitate to contact us at customerservice@sophiebuhai.com. We will gladly address any questions or concerns you may have.
Credit/Exchange for Domestic Orders of Eligible “In Stock” Pieces
Domestic orders of “in stock” pieces (excluding Gallery collection items and items marked final sale) within the United States may be returned only for store credit or exchanged within 10 days of delivery. Refunds are not available. “In stock” pieces are ready to ship upon purchase, and are labeled “in stock” on their product pages and in your order summary at the time of checkout.
If you wish to return or exchange an eligible in-stock item, please contact customerservice@sophiebuhai.com to initiate the return process. Returns must be authorized by a customer service representative. If your purchase is eligible for return, a customer service representative will provide instructions for return and a return authorization form that must be included with your return shipment. Returns must be shipped within 3 days of your receipt of the return authorization form.
Items must be in original, unworn condition, including original packaging, to be accepted for return. In the event of noncompliance, we reserve the right to deny the return and/or deduct a restocking or repair fee from any store credit or exchange.
Returns initiated beyond 10 days of receipt of your order, or shipped beyond 3 days of your receipt of a return authorization, will not be accepted.
SHIPPING
All orders are custom packaged with special care to ensure the quality and safety of your purchase. All orders are shipped via United Parcel Service (“UPS”) or DHL. We offer complimentary shipping on jewelry and hair orders over $500 shipped to destinations within the contiguous United States. Certain furniture, art, and objects require special shipping arrangements. We are happy to assist our customers with such shipping arrangements prior to purchase. Please email customerservice@sophiebuhai.com with any inquiries. For orders shipped to destinations outside the United States, the shipping cost displayed at checkout does not include any duties, taxes, or other fees that may be assessed on the shipment, all of which are the customer’s responsibility. Sophie Buhai is not responsible for any duties, taxes, or other fees that may be assessed on international shipments.
PRODUCT AVAILABILITY AND LEAD TIMES
All orders are subject to production and fulfillment lead times before they ship. Each piece is estimated to ship within the lead time specified on its respective product page, and all lead times are measured from the next business day after an order is placed. Please note that certain pieces may have different lead times, and all lead times specified are estimates only.
We carry both “made to order” and “in stock” pieces. Made to order pieces are custom produced for you when you place your order, and are shipped upon completion by our jewelers, within approximately 6 to 8 weeks of purchase. In stock pieces ship within approximately 1-3 business days of purchase. Items are labeled “made to order” or “in stock” on their product pages and in your order summary at the time of checkout.
While we aim to ship your order within the lead time stated on the product page, the actual time to ship your order may be longer or shorter depending on production capabilities and other conditions. If you wish to check on the status of your order, please do not hesitate to contact us at customerservice@sophiebuhai.com.
ORDERS FOR MULTIPLE ITEMS WITH DIFFERENT AVAILABILITY/LEAD TIMES
If you place a single order for multiple pieces with different lead times, your order will ship when the entire order is complete and ready for shipment, typically within the latest estimated lead time of all items in your order. If you prefer certain pieces in your order to be shipped as they become available before your entire order is complete, please contact us at customerservice@sophiebuhai.com to make special shipping arrangements. Additional shipping fees will apply.
DAMAGE & REPAIRS
In the event you receive an item that you believe is damaged or defective, we require that you email customerservice@sophiebuhai.com within 48 hours of receiving the item and include your name, proof of purchase, a description of the issue, and photos of the item.
We reserve the right to deny any request for return, exchange, or repair.
THIRD PARTY PURCHASES
If you purchased a Sophie Buhai piece from a third party retailer, please consult that retailer’s applicable policies. We are not responsible for items purchased from other retailers.
