Return & Refund Policy
Last updated: September 3, 2026
At Sophie & Maple, we want you to be happy with your purchase. This Return & Refund Policy explains how returns, refunds, damaged items and cancellations are handled.
Please read this policy before placing an order.
1. 30-Day Return Policy
We offer a 30-day return period from the date you receive your order.
If you wish to return an item, please contact us first at:
Please include your order number and the item(s) you wish to return.
Please contact us before sending any item back. This allows us to provide the correct return instructions and helps us identify and process your return properly.
Nothing in this policy limits any mandatory consumer rights that may apply to your purchase.
2. Return Address
Returns are accepted at our return address in the Netherlands:
Sophie & Maple – Returns
Gabriël Metzustraat 52
2316 AJ Leiden
The Netherlands
Please contact us at info@sophieandmaple.com before sending your return.
Do not send returns to the original shipping address shown on your parcel or directly to our supplier unless we specifically instruct you otherwise.
3. Return Conditions
To be eligible for a full refund under our voluntary 30-day return policy, items should be returned in substantially the same condition in which they were received.
Items should be:
- Unworn other than what is reasonably necessary to try them on;
- Unwashed;
- Free from stains, strong odours or other signs of use;
- Returned with original tags where reasonably possible;
- Properly packaged for return.
You may inspect and try on clothing as you normally would in a physical store.
If an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics and fit, and this has caused a loss in value, we may make a reasonable deduction from the refund where permitted by applicable law.
4. Return Shipping Costs
If you return an item because you changed your mind, selected the wrong size, or no longer want the product, you are responsible for the direct cost of returning the item to our return address in the Netherlands, unless applicable law requires otherwise.
We recommend using a tracked shipping service and keeping your shipping receipt and tracking information until your refund has been completed.
If an item is defective, damaged, or you received the wrong item due to an error on our side, please contact us before returning it. We will review the issue and provide an appropriate solution without requiring you to bear return costs for our error where applicable.
5. Partial Refund – Keep the Item
In some situations, we may offer you the option to keep the item and receive a partial refund instead of returning it.
This is an optional solution.
You are not required to accept a partial refund where you otherwise have the right to return the product. If you do not wish to accept the offer, you may continue with the applicable return process.
6. Sale Items
Items purchased during a promotion or sale, including our seasonal sales, may still be returned subject to this policy.
A discounted price by itself does not remove applicable return or consumer rights.
7. Non-Returnable Items
Certain products may be excluded from our voluntary return policy for health or hygiene reasons where legally permitted, particularly sealed goods that are not suitable for return for health protection or hygiene reasons after their seal has been broken.
If such an exception applies to a product, this will be made clear where required.
If you are unsure whether your item can be returned, contact us at info@sophieandmaple.com.
8. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is damaged, defective or different from what you ordered, contact us as soon as reasonably possible at:
Please include:
- Your order number;
- A description of the problem;
- Clear photographs showing the issue where reasonably possible.
After reviewing the issue, we will provide an appropriate solution, which may include a replacement, repair where appropriate, or refund, depending on the circumstances and your applicable consumer rights.
You will not be required to pay return costs where we are legally responsible for the defective or incorrect product.
9. Exchanges
We do not currently offer direct exchanges.
If you would like another size, colour or product, you can return the eligible item according to this policy and place a new order for the item you prefer.
This does not affect any rights you may have concerning defective or incorrect products.
10. Refunds
Approved refunds will be issued to your original payment method, unless you expressly agree to another method.
Where you exercise a statutory right of withdrawal, we will make the required refund within the legally applicable period. Where Dutch statutory withdrawal rules apply, this is generally within 14 days after you notify us that you are withdrawing from the purchase.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
After we issue a refund, your bank, credit-card company or payment provider may require additional processing time before the refund appears in your account.
11. Original Delivery Costs
If you withdraw from and return your entire order under an applicable statutory right of withdrawal, any standard delivery costs you paid for delivery of that order will be refunded where required by law.
If you selected a more expensive delivery option than our standard delivery method, we are not required to refund the additional cost of that premium option where applicable.
If you return only part of an order, the original delivery costs do not necessarily have to be refunded.
Return shipping costs are separate and remain the customer's responsibility for a change-of-mind return where this was disclosed before purchase and applicable law allows it.
12. Lost Packages
If your order has not arrived and you believe it may have been lost during shipping, contact us at:
Please provide your order number.
We will investigate the shipment using the available tracking information and, where necessary, contact the relevant supplier or shipping provider.
If the package is confirmed as lost and we are responsible for delivery, we will provide an appropriate solution, which may include a replacement or refund.
13. Packages Marked as Delivered
If tracking shows that your order was delivered but you cannot locate it, please first:
- Check around the delivery location;
- Check with household members or neighbours where appropriate;
- Check any safe location where the carrier may have left the package;
- Contact the shipping carrier where possible.
You can then contact info@sophieandmaple.com with your order number and we will help investigate the delivery.
A package being marked as delivered does not automatically determine the outcome of a claim. We will review the circumstances and applicable consumer rights.
14. Incorrect Shipping Address
Customers are responsible for providing accurate delivery information during checkout.
If you notice an error in your shipping address, contact us at info@sophieandmaple.com as soon as possible.
If the order has not yet been processed or shipped, we will try to update the address.
Once an order has entered fulfilment or has been shipped, we cannot guarantee that the address can still be changed.
Additional costs caused solely by incorrect information supplied by the customer may be the customer's responsibility where permitted by law.
15. Order Cancellations
If you wish to cancel an order, contact us at info@sophieandmaple.com as soon as possible.
If the order has not yet entered fulfilment, we will try to cancel it before shipment.
If the order has already been processed or shipped, cancellation before delivery may no longer be technically possible. This does not remove any applicable statutory right you may have to withdraw from the purchase.
16. Responsibility for Return Shipments
For change-of-mind returns that you arrange yourself, you are responsible for ensuring the item reaches the provided return address, subject to applicable law.
We therefore strongly recommend using a tracked shipping method and keeping your proof of postage.
If a return shipment arranged by you is lost or damaged during transportation, please contact the shipping carrier you used.
If we arrange collection or return transportation ourselves, responsibility for that transportation will be determined according to applicable law.
17. How to Start a Return
To make the return process as smooth as possible:
Step 1: Contact info@sophieandmaple.com and include your order number.
Step 2: Tell us which item(s) you wish to return.
Step 3: We will provide you with the relevant return instructions.
Step 4: Package the item securely and send it to the return address listed in this policy.
Step 5: Keep your proof of postage and tracking information.
Please contact us before sending your return, so we can properly identify and process it.
18. Contact
If you have questions about a return, refund, cancellation or damaged product, please contact:
Sophie & Maple
Operated by StoreMRU
Email: info@sophieandmaple.com
Return address:
Gabriël Metzustraat 52
2316 AJ Leiden
The Netherlands