At Sophie James we want you to love using paint as much as we do but we also understand that sometimes people change their minds. We will of course refund or replace damaged orders at no extra charge
Our return policy lasts 30 days from the order date. If more than 30 days have passed since your purchase, we will not be able to offer a refund or exchange.
Cancelling an order
All our paint is mixed to order in our factory in Dedham. Your order can be amended or cancelled for up to 2 hours after the order has been placed. Contact firstname.lastname@example.org if you need to make any changes.
Returning an order
To be eligible for a return, your paint must be unopened with can clips still in position, otherwise it might have been contaminated with dirt or dust. It must also be in the original packaging.
Peel and Stick testers can be returned if the backing has not been removed
You will need to contact us within 30 days of your order date if you wish to return your paint and we will start to process your return. We will then send you the return shipping address for Testers and Samples and organise the collection for Paint cans.
Tester Pots and Peel + Stick Samples
These should be returned by Trackable Royal Mail in their original packaging. Please make sure the box is secured safely with tape. We cannot approve a refund for items that arrive back to our factory damaged if they have not been secured properly. We don’t charge a restocking fee for returns but the postage cost will need to be covered by you.
1 and 2.5 Litre Paint Cans
Once we have organised the collection of your paint from your home, we will send the label from our courier APC (or your local franchise) to fix to the parcel. Pick up will be the day following setting up the collection. There is a set fee of £10.00 for returns of all paint cans which will be deducted from your refund. Your return will need to be sent in its original package that has been secured safely with tape. We cannot approve a refund for items that arrive back to our factory damaged if they have not been secured properly.
Once your item is received and inspected, we will send you an email to notify you that we have received your returned item and notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five days of receiving the paint back to our factory.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.