Shipping & Returns
SHIPPING TIME AND COST
SHIPPING TO USA DURING COVID-19
During these hard times we continue working as usual, however the pandemic affects in many ways in all countries around the world. Every country is taking different decisions and some of them have a severe impact in the postal services.
For that reason, we cannot guarantee the delivery of the products within the stipulated time frame for standard shipments. Most deliveries will take longer than usual, depending on the impact of the pandemic in each country.
Please, stay healthy and safe.
GENERAL SHIPPING INFORMATION
Take into account that the time frames shown below are estimations and cannot be taken as a guarantee of delivery by Sofia Luzon. Unless stated otherwise, all deliveries are done through standard shipping. If you want a higher level of insurance or specific arrangements in the shipment, please contact us before you make your order.
LOST OR MISSING PARCELS
Sofia Luzon does not offer refunds for lost parcels. If you would like insurance on your parcel, you must contact us and we will create a custom shipping option for you.
If you have problems with your parcel delivery please contact the delivery agency first.
SWEDEN
- Standard (1-2 days): 6.5€
EUROPEAN UNION
- Standard (3-5 days): 15.5€
OUTSIDE EUROPEAN UNION
- Standard (10 weekdays): 15.5€
- Express (3-4 weekdays): 32€
- Australia: for the time being, the only option for shipping to Australia is by Express international courier: 50€
Note: We are not responsible for shipping delays due to customs holds. Customs authorities require us to list the actual value of all items shipped overseas and no items will be marked as a gift. Items shipped outside of the EU may be subject to taxes, customs duties, and fees levied by the destination country. Customers are the importers of record and are responsible for paying any import fees.
ORDER PROCESSING
For collection items it takes from 10 – 15 business days to create the garments. You will receive news about the your order status up to date.
For custom modifications we reserve 15 business days to create the perfect garment based on your requests. After that the order is shipped.
For bespoke items we take from 3 to 6 weeks to create the garment. During that interval we will meet several times and we will keep you informed about the process.
RETURNS
INTERNATIONAL ORDERS
Please ensure that all returns are fully insured as we cannot accept responsibility for goods lost in transit. For international returns, please ensure that customs documentation is filled in correctly indicating that the item is a return. Should the item have customs charges placed on it upon arrival to Sweden, we will not be able to accept it and it will be returned to you.
COLLECTIONS
Returnable items:
All bras and garter belts are returnable in exchange for store credit or a refund. Returns can only be accepted on garments that are in new and unworn condition. We cannot accept returns requested after 14 days of delivery.
We do not cover the return shipping costs, so please be sure that all returns are fully insured as we cannot accept the responsibility for any good lost in transit.
Special note for returns from non-EU countries:
Please ensure that the customs documentation is perfectly filled indicating that it is a return without commercial value. If the items have custom charges upon arrival to Sweden, we will not accept them and therefore they will be returned to you.
Non-returnable items:
- Panties and bodies are not returnable for hygienic reasons.
- Worn, washed, altered or damaged items are not returnable.
CUSTOM MODIFICATION ITEMS
We offer a service of customisation for collection items. It means that the garment is unique with your personal touch. For that reason we do not accept returns of that kind of items unless there is a defect in the piece.
BESPOKE ITEMS
Bespoke items are the most private and custom items we create. They are 100% adjusted to you, so we do not accept any return. Damage control is done when delivery, so please check it in-depth. However, since it is the most personal service we offer, we offer you all the time you need in the delivery for you inspect the garment.
ADDITIONAL INFORMATION
TAXES
All our prices on the site for orders within the European Union include Swedish VAT at the current rate of 25%. International orders (outside EU) may be subject to additional taxes and import duties. Those are determined by destination and value of the products and are the responsibility of the customer.