Return Policy - USA

Refunds & Exchanges

Returning an Item for Refund

We really hope you love your new purchase but if you are not completely happy with any of the items in your order, or should you simply change your mind, we will be happy to issue a refund subject to the conditions listed below.

If you wish to return an item, please email us at customerqueries@sophieconran.com and our team will provide the correct return address based on your order.

All items must be unused, unwashed and returned to us in a pristine, re-saleable condition, in the original packaging, within 28 days of receipt. Please note that shipping costs are non-refundable.

Return postage costs are payable by the customer - please use a reliable courier with tracked delivery and ensure that the courier will provide insurance for the full value of the parcel.

All items must be returned within 28 days from the day your parcel was delivered in order to be eligible for a refund. www.sophieconran.com reserves the right to withhold a refund should the item(s) arrive back to us outside of this time frame or if they arrive in a non-resalable condition (this includes any damage that may have occurred in transit as you send it back to us).

If a free gift was included with your original order and you choose to return your order in full, or if the items returned take your order value under the threshold for the free gift, we ask that the free gift be returned along with your order. If the gift is not returned, the full retail value of the free gift will be deducted from your refund.

Please note that refunds processed for items purchased as gifts can only be issued to the original purchaser. Should you wish to return a gifted item or exchange it for an item of a lower value, the balance will be refunded to the original purchaser. Should you wish to exchange a gifted item for an item of the same or greater value, you would be required to pay the difference and therefore the original purchaser need not be notified.

We are only able to process refunds or exchanges for orders that have been specifically purchased through www.sophieconran.com and will need to be able to find your original order to be able to assist you.

Exchanging an Item

Should you wish to exchange an item on your order please return the item(s) following the returns guidelines above and place a new order for the new items.

Providing the items returned are received in a pristine, re-saleable condition within 28 days of the delivery date, a full refund for the value of the goods will be processed.

Please note that the original shipping costs are non-refundable and the shipping cost will be charged on the new items.

Do please contact our Customer Service Team should you have any questions - customerqueries@sophieconran.com.

Returning a Faulty Item

We pride ourselves on our beautiful, high-quality products but occasionally accidents occur. If your product is delivered in a condition that does not meet your expectations, please email our Customer Service Team within 5 days of delivery with a picture of the item concerned along with your order number so that we can investigate and resolve the matter for you swiftly and efficiently. Should you experience an issue with your product outside of this time-frame then do please get in touch and we will take each situation case by case and work to find a suitable resolution, however please note that due to supplier constraints, if you do not advise us within 5 days of delivery we may be unable to replace.

Email: customerqueries@sophieconran.com Opening hours: Monday - Friday 9am - 6pm. We will always endeavour to respond within 24 hours or as soon as possible after the weekend.

Portmeirion Returns

We want you to be completely happy with your purchase. If your selection does not meet your satisfaction, we will be happy to exchange or refund new, unused merchandise, excluding delivery charges, when you make the request within 30 days of the shipping date.

Please note, we cannot accept returns or exchanges on personalized items, open-box, “nearly perfect”, seconds and clearance items ending .98.

Refund and Exchange Guidelines

Requests for refunds or exchanges must be made within 30 days of the ship date.

Items for return or exchange must be returned unused, in the condition in which it arrived and in its original packaging. Refunds will be issued, excluding delivery charges, in the original form of payment.

Please contact Customer Service for assistance with returns regarding damaged or defective items.

If the original form of payment is unavailable for credit, a check for the refund amount will be issued to the purchaser.

We reserve the right to refuse a refund on non-faulty items returned that are not in fully resalable condition. If you refuse to accept delivery of a shipment, please note the cost of the return freight will be deducted as a restocking fee from the refund amount.

Flatware Returns

Flatware returns will only be accepted if the product has not been used and must be returned in its original packaging.

Upon receipt and inspection of the items, if it is found that the flatware has been used, no refund will be issued. At the request of the customer, the flatware can be shipped back at the customer’s expense.

How To Start a Return

Begin the return process by completing the return form on the order packing list and following the instructions for return. We recommend using FedEx as you are better able to track your shipment.

Please allow approximately 14 business days for us to process your return. Refunds will be processed in the original method of payment. Replacements can only be shipped to the original shipping address.