Customer Care

• RETURNS

Return Window: Products are eligible for return within 14 days of delivery, provided they are in new, unused, unworn, unwashed, unaltered, and undamaged condition, free of animal hair, with all original tags attached.

Instant Exchange: Your replacement ships first before we receive your return. Enjoy free return shipping and 10% off your next order. 

Store Credit: Get 115% of your return value if you choose store credit. 

Direct Refund: Refund will be issued to your original payment once your return is inspected and approved.

For Made-to-Order Items: If you return all MTO items, a $15 restocking fee will be deducted from your refund. If you keep at least one MTO item, a $5 return shipping fee will be deducted instead. 

For Ready-to-Ship Items: A return shipping fee of $5.00 will be deducted from your refund. 

 

 
 → START A RETURN  

 

• FREE EXCHANGES

Free exchanges are available for all full-priced items within 14 days of delivery.
Exchange items must meet the same eligibility requirements as returns, provided they are in new, unused, unworn, unwashed, unaltered, and undamaged condition, free of animal hair, with all original tags attached. 
Items that do not meet these standards will be returned to you at your expense, and no refund will be issued.

 
 → START AN EXCHANGE

 

• SALES & FINAL SALES ITEMS

Items marked as “Final Sale” cannot be returned or exchanged. Final Sale items are not eligible for price adjustments, even if further discounted after purchase. 
Sale items can be returned within 14 days for store credit or exchanged for another item. Refunds are not available for sale items.

 

• INTERNATIONAL RETURNS

At this time, RueSophie.com does not accept international returns or exchanges.
We strongly recommend contacting our customer support for persoanlized sizing guidance before placing your order. For assistance, please reach out to us directly at hello@ruesophie.com.

 

• SHIPPING POLICY 

At Rue Sophie, we are committed to providing an exceptional shipping experience while also supporting sustainable practices.

1. We offer free shipping on all continental U.S. orders over $100, excluding Alaska and Hawaii. We partner with reliable shipping providers such as UPS, USPS, DHL, FedEx and 3PE Express to ensure your order reaches you in a timely and efficient manner. 
2. Made-to-order items may take 7 to 14 business days to ship as they are crafted specifically for you. In-stock items will follow our standard shipping timeline. Orders ship from Los Angeles, CA, and we utilize UPS for all domestic shipments.
3. Ready-to-ship items: Orders placed before 2 PM PST will ship the same day. Orders placed after 2 PM PST or on weekends and holidays will be processed the next business day. A shipment confirmation will be sent once your order is processed.
4. We do not process or ship orders on Saturdays, Sundays, or company-observed holidays.

• DOMESTIC SHIPPING SERVICES

Shipping Method	Availability	Estimated Delivery	Cost
Standard (Ready-to-Ship)	U.S.	3-6 business days	Free (on orders $100+)
Made-to-order	U.S. & International	8-14 days	Free (on orders $100+)
UPS Next Day Air®	U.S.	1 day	Calculated
UPS 2nd Day Air®	U.S.	2 days	Calculated
UPS® Ground	U.S.	1-5 business days	Calculated
UPS® Standard	U.S.	5-8 business days	Calculated

For Hawaii and Alaska, we offer UPS 3 Day Select®, UPS Next Day Air®, and UPS® Ground. 

Important Notice:

Please note that transit times provided by USPS and UPS are estimates and may vary. Rue Sophie is not responsible for lost, damaged, or refused packages. If your package is lost or damaged, please contact us at hello@ruesophie.com for assistance with filing a claim.

• INTERNATIONAL SHIPPING SERVICES

Shipping Method	Availability	Estimated Delivery	Cost
DHL Express	International	3-4 business days	Calculated
International Standard	International	6-18 business days	Free (on orders $100+)

Important Shipping Notice:

• International orders are shipped via Fedex, DHL Express International®, UPS International® or 3PE Express. Import duties and taxes may apply depending on your location, and Rue Sophie has no control over these charges or delays. Please consult your local customs office for additional information.
• We cannot accept returns or offer refunds for items delivered to a freight forwarder or shipment locations not listed in our approved destinations.
• We currently don’t accept exchanges or returns on international orders. All international orders are final sale. 

• DAMAGES OR PRODUCT ISSUES 

We inspect all products before shipping them out, however, if you find that you received the wrong item or one that is defective or damaged, please email us immediately upon receiving your order so we can evaluate and process an exchange at hello@ruesophie.com.

• PAYMENT CHANNELS

We provide multiple secure and convenient payment options to enhance your shopping experience. 
Credit & Debit Cards: We accept a wide range of major credit and debit cards, such as Visa, Mastercard, American Express, Discover, Diners Club, JCB, Maestro and UnionPay. Your transactions are safeguarded with top-notch encryption, ensuring your financial data remains private.

PayPal: Use your PayPal account for quick and easy checkouts. Enjoy seamless payments without the need to repeatedly enter your card details.

ShopPay: Opt for ShopPay to expedite your purchasing process. This service securely saves your information for faster future transactions and provides comprehensive order tracking.  

 

• CONTACT INFORMATION

Please get in touch if you have questions or concerns about your specific item by emailing us at hello@ruesophie.com.