Return policy

Effective Date: April 2026

At Jake & Sophia, we want you to love every item you order. If a product doesn't fully meet your expectations, you may request a return under the conditions described below. We encourage you to read this policy carefully before returning an item.

Return Conditions

  • You may request a return only after you have physically received the item.
  • All return costs, including any customs duties or international fees, are the responsibility of the customer.
  • Returned items must be unused, unwashed, undamaged, and in their original condition, with all tags and cards still attached.
  • Items may be tried on, but must not have been worn.
  • Orders placed in multiple sizes with the intention of returning part of them are not accepted.

How to Request a Return

  • Send a return request by email to support@jakeandsophia.com within 30 days of receiving your order.
  • Our team will provide you with the correct return address of our logistics partner located in China.
  • Ship the item at your own expense, including any customs duties and shipping fees. We strongly recommend using a tracked shipping method to protect yourself.
  • Keep the tracking information until the return has been confirmed as received.

Refunds

  • Once the returned item has been received at our partner's warehouse and inspected, the refund will be issued to the original payment method within 14 business days.
  • You will receive a confirmation email once the refund has been processed.

Responsibility and Limitations

  • We are not responsible for packages lost in transit if tracking shows the package was delivered to the address provided by the customer.
  • If the customer provides an incorrect address, Jake & Sophia cannot be held responsible for delivery issues.
  • Any address corrections must be communicated within 24 hours of placing the order.

Damaged or Defective Items

If you received a damaged or incorrect item, please contact us immediately at support@jakeandsophia.com, attaching photos of the issue. We will review your request and offer an appropriate solution as quickly as possible.

Exchanges

We do not currently offer direct exchanges. If you would like a different size or colour, please follow the return procedure and place a new order for the desired item.

Contact Information

For any questions or concerns regarding your return, you can contact our customer service team:

Jake & Sophia Email: support@jakeandsophia.com

Support hours:

  • Monday – Friday: 9:00 AM – 5:00 PM
  • Saturday & Sunday: 10:00 AM – 5:00 PM