Customer Care

SHIPPING

We offer free shipping on all continental US orders over $100 except for Alaska & Hawaii. 

Rue Sophie utilizes UPS for all domestic shipments. Orders ship from Los Angeles, CA. Orders placed before 2pm PST will be shipped the same day. Anything placed after 2pm PST will be processed the next day. Orders placed on Saturday or Sunday will ship the following Monday (excluding holidays). Orders placed after 2pm PST on holidays are shipped the following business day. A shipment confirmation will be sent to you once your order has been processed.

We do not process or ship orders on Saturdays, Sundays, and company-observed holidays.

All refused packages will be returned to our warehouse and processed for a refund. Shipping charges are non-refundable.

Once an order has been placed, it cannot be modified or canceled.

Domestic Shipping Services

Express 2 business days Free with email sign up  ($100.00 and up)
Standard 5-8 business days Free ($100.00 and up)
UPS Next Day Air® 1 day Calculated
UPS 2nd Day Air® 2 days Calculated
UPS® Ground 1-5 business days Calculated
UPS® Standard 3-7 business days Calculated

 

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

Domestic Shipping Notice

Please note the transit times above are provided by USPS and UPS and are not necessarily guaranteed. Rue Sophie is not responsible for lost, damaged, or refused packages. If your package has been lost or damaged please email hello@ruesophie.com and we can assist in filing a claim.

International Shipping Services

DHL Express 3-4 business days Calculated
International Standard 6-18 business days  Free Over $100

International Shipping Notice

International orders are shipped via DHL Express International® or UPS International. You may be responsible for import duties and taxes on your order depending on the country in which you reside. We have no control over these charges or delays and cannot predict what they may be. You may contact your customs office for additional information.

Rue Sophie is not responsible for lost, damaged, or refused packages. If your package has been lost, damaged, or refused, please email hello@ruesophie.com and we can assist in filing a claim. We cannot accept returns or offer refunds for any items delivered to a freight forwarder to international locations or shipment locations other than our approved list of destinations.

Insurance

We offer the option for Route package protection to cover your order against loss, theft, or damage in transit. Route package protection charges are non-refundable.

RETURNS

Please note that all styles on sale or marked down and styles ordered with a discount code for more than 15% applied are final sale and are not eligible for returns but may be exchanged.

We have a 30-day return policy, which means you have 30 days from receipt of your item(s) to process a return. 

For returns, a flat fee associated with the cost of the shipping label will be deducted from your refund. Once your return is approved, you’ll be automatically refunded the balance on your original payment method.

Upon receipt of the return label we request that you ship your order back to us within 7 business days. If your return is submitted at the end of the 30-day return window, you must ship the order back to us within 7 days, otherwise your return will be subject to cancellation and will be forfeited. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original product packaging.

Please be advised that items returned with animal fur or strong odors, acquired during the try-on process, are subject to being considered damaged. In such cases, these items will be deemed non-refundable.

Once your return is approved, you’ll be automatically refunded on your original payment method.


Modified Policy
Please note, if you return more than 60% of orders placed in 12 months you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.

START A RETURN

EXCHANGES

We offer free exchanges on all US orders. Exchanges are dispatched upon receipt of the original return.

We have a 30-day exchange policy, which means you have 30 days from receipt of your item(s) to process an exchange.

Upon receipt of the exchange label we request that you ship your order back to us within 7 business days to dispatch your new items. If your exchange is submitted at the end of the 30-day window, you must ship the order back to us within the 7 days, otherwise the exchange will be subject to cancellation.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

START AN EXCHANGE

Notice

If you need help with an order, return, or exchange, you can email us at hello@ruesophie.com

We currently don’t accept exchanges or returns on international orders. All international orders are final sale. No exceptions.

You must submit a return or exchange request to process a return. We do not accept or assume responsibility for items returned without a return or exchange request.

Rue Sophie monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.

DAMAGES AND 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

NON-REFUNDABLE ITEMS

Items marked as “final sale”, or part of any clearance are not eligible for returns or exchanges.

We do not accept returns on gift cards.

Additional items that may not be returned include:

  • Perishable goods (such as food, flowers, or plants)
  • Custom products (such as special orders or personalized items)
  • Personal care goods (such as beauty products).
  • We also do not accept returns for hazardous materials, flammable liquids, or gasses.

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