Returns and Exchanges

Extended exchange period!

Dear customers, the jewellery purchased from November 1, 2021, can be exchanged until January 31, 2022.

Exchange of goods

You have up to 30 days from the receipt of shipment to exchange the goods (this does not apply to goods purchased from 1 November, where the exchange period is extended).

Visit any SOFIA store or send us the goods together with a proof of purchase and a completed accompanying document (no need to send the bag, certificate and warranty card, repeated shipping only causes their damaging) in an insured letter by post to:

SOFIA Jewelry, s.r.o.
Čajkovského 4
811 04 Bratislava, Slovakia

Exchanges sent to the specified address are processed within 10 working days.

We do not inform customers about the receipt of their shipment (you are recommended to follow the shipment based on the tracking number). You will receive a notification e-mail when the shipment is sent back to you after handling your complaint. We are not liable for failed delivery or non-collection of the shipment due to failed delivery of the relevant registered mail notification. If you find out that the shipment is deposited at the post office, please contact us as soon as possible and have the delivery number of the shipment ready at hand.

Good specifically intended for one consumer may not be subject to contract cancellation. This may be jewellery that is modified in some way for the customer—for example, by engraving, standard size or width adjusting, etc. Such goods are clearly intended only for a specific customer and therefore cannot be exchanged.

If you would like to exchange the purchased jewellery in one of our stores, please notify us at INFOLINE +421 903 93 93 93 or at info@sofia.net. We will arrange for an exchange with a specific store. Some jewellery offered via the SOFIA e-shop may not be available in bricks-and-mortar stores. Therefore, we would rather check the availability of your new jewellery first.

In the event of exchanging discounted goods after the promotion ended, the customer no longer has the right to a discount.

Accompanying document for the exchange of goods for download: HERE (must be attached to the shipment, either printed or handwritten!)

Furthermore, please note that we do not recommend storing Pandora jewellery in Pandora boxes (the glue causes the jewellery to oxidize quickly)—ideally, store the jewellery in a plastic bag and put in the box just before Christmas.

 

Returns

Returns are possible within 14 days of receiving the shipment.

You can return the goods by sending the goods together with a proof of purchase and a completed accompanying document back to our address (not in stores). Send the goods in an insured letter post by post to the above address, along with a cover letter stating your account number. If the order was paid for online using a payment card, the money may only be reimbursed directly to the payer's account. 

We do not inform customers about the receipt of their shipment (you are recommended to follow the shipment based on the tracking number).

When returning part of the order, the discount will be recalculated to the goods that will remain in the order after the return. Simultaneously, if the amount after return falls below 59 €, the refunded amount will be reduced by the amount for delivery (for orders up to 58.99 €, the delivery amount is charged at 5.90 €).

If you wish to return the goods bought in promotions requiring the purchase of more jewellery items (promotions: buy 3 + get 1 for free, 4 + 1 for free, 1 + 1 for half price, etc),  the goods may be returned only as the complete package ordered.

According to Section (§) 10 para. 4 of Act no. 102/2014 Coll., the consumer is liable for the reduction in the value of the goods, which arose as a result of such handling of goods, which is beyond the scope of treatment necessary to determine the properties and functionality of the goods. After taking over the goods, the customer has the right, within the period for cancellation of the contract, to unpack and test the goods in a manner similar to usual purchases in a classic bricks-and-mortar store, ie to test the goods to determine their basic properties and functionality. If the wear of the goods goes beyond the signs of standard testing of the goods, or bears signs of wear or damage, the seller may reduce the amount to be refunded for these goods.

Goods specifically intended for one consumer may not be subject to contract cancellation. This may be jewellery that is modified in some way for the customer—for example, by engraving, standard size or width adjusting, etc. Such goods are clearly intended for a specific customer only and therefore cannot be returned.

An order with a personal collection paid for directly at the store can only be returned at the store where collected. Before making the return, you must contact us in advance at the e-mail address: info@sofia.net and state your order number.

Accompanying document for returning the goods for download: HERE (must be attached to the shipment, either printed or handwritten!)