Returns and Cancellation Policy
We want you to be delighted with your runner. If you're not completely satisfied, here's how our returns and cancellations work.
Change of Mind - Stocked Items
You can return an item we had in stock within 14 days of receiving it. You will need to arrange and pay for your own return shipping, and send us the tracking details.
Bespoke and Custom Orders
For bespoke runners, refunds are not guaranteed, but partial refunds of up to 75% may be possible depending on the specifics of the order.
Cancellation Policy
- Before production begins: You may cancel your order within 7 days for a full refund.
- After production starts: Cancellation is possible but may incur partial charges or no refund, depending on progress.
Due to the bespoke nature of the majority of our products we handle all returns and cancellations on case by case basis.
Return Process
To start a return, please contact us at info@sophiecooney.co.uk and follow the returned item instructions. Use tracked, signed-for courier services for your peace of mind.
Exchanges
Exchanges are handled on a case-by-case basis. Typically, bespoke runners are non-refundable if the return is due to customer decision. With agreement, payment for the original runner may be credited towards a new order, with any price difference settled accordingly.
Response Time
Our team aims to reply to all return or cancellation inquiries within 24 hours.
Additional notes
Any replacement or exchange will depend on the specific circumstances and the condition of the return. Please refer to our full [Terms & Conditions] for detailed rules and restrictions.