FAQ
Do you offer free shipping?
Yes, we provide free standard shipping on all orders over €100. For orders under €100, a small shipping fee applies, which will be shown at checkout.
When will my order be shipped?
Once your order is placed, we begin processing it within 1 - 2 business days (excluding weekends and holidays). As soon as your parcel is on its way, you’ll receive a shipping confirmation email with a track & trace link.
Where is my order?
You’ve received a track & trace link to follow your order in real time. Worried something doesn’t look right? Feel free to email us at hey@bylaurensophie.com, we’re here to help.
Tracking says ‘delivered’, but I haven’t received anything.
Please check with your neighbors, building reception, or safe delivery spots first. If you still can’t locate your parcel, contact the carrier and request a written claim. We’ll be happy to assist further from there.
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled before they are shipped. Once your order has been dispatched, we’re unfortunately unable to make any changes. If you wish to make adjustments, please contact us as soon as possible. We’ll do our best to assist you in time.
I haven’t received an order confirmation – what now?
Please check your spam or promotions folder, sometimes our emails end up there. Still nothing after 15 minutes? Reach out to us, and we’ll make sure your order went through.
My payment failed – what should I do?
If your payment was declined, double-check your details and ensure your card or account is active. Still having trouble? Try a different payment method or contact your bank for support. You’re also welcome to reach out to us directly, we’re happy to help.
How do I return an item?
To initiate a return, simply email us within 14 days of receiving your order. We’ll send you detailed return instructions. Please note: returns without prior notice may not be accepted.
For more information, please see our return & refund policy.
What is your return & refund policy?
Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. Once your return is received and approved, we’ll process your refund within 25 business days via the original payment method. Return shipping costs are the customer’s responsibility. If your order qualified for free shipping, the original shipping cost will be deducted from your refund.
How long will it take to receive my refund?
Once we’ve received and approved your return, you’ll receive a confirmation email. From that point, it usually takes a few business days for the amount to be reflected on your account, depending on your bank or payment provider.
Do you offer free shipping?
Yes, we provide free standard shipping on all orders over €100. For orders under €100, a small shipping fee applies, which will be shown at checkout.
When will my order be shipped?
Once your order is placed, we begin processing it within 1 - 2 business days (excluding weekends and holidays). As soon as your parcel is on its way, you’ll receive a shipping confirmation email with a track & trace link.
Where is my order?
You’ve received a track & trace link to follow your order in real time. Worried something doesn’t look right? Feel free to email us at hey@bylaurensophie.com, we’re here to help.
Tracking says ‘delivered’, but I haven’t received anything.
Please check with your neighbors, building reception, or safe delivery spots first. If you still can’t locate your parcel, contact the carrier and request a written claim. We’ll be happy to assist further from there.
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled before they are shipped. Once your order has been dispatched, we’re unfortunately unable to make any changes. If you wish to make adjustments, please contact us as soon as possible. We’ll do our best to assist you in time.
I haven’t received an order confirmation – what now?
Please check your spam or promotions folder, sometimes our emails end up there. Still nothing after 15 minutes? Reach out to us, and we’ll make sure your order went through.
My payment failed – what should I do?
If your payment was declined, double-check your details and ensure your card or account is active. Still having trouble? Try a different payment method or contact your bank for support. You’re also welcome to reach out to us directly, we’re happy to help.
How do I return an item?
To initiate a return, simply email us within 14 days of receiving your order. We’ll send you detailed return instructions. Please note: returns without prior notice may not be accepted.
For more information, please see our return & refund policy.
What is your return & refund policy?
Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. Once your return is received and approved, we’ll process your refund within 25 business days via the original payment method. Return shipping costs are the customer’s responsibility. If your order qualified for free shipping, the original shipping cost will be deducted from your refund.
How long will it take to receive my refund?
Once we’ve received and approved your return, you’ll receive a confirmation email. From that point, it usually takes a few business days for the amount to be reflected on your account, depending on your bank or payment provider.