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 ensure that the delivery will be on time 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.
SWEDEN
- Standard (1-2 days): 6.5€
EUROPEAN UNION
- Standard (3-5 days): 15.5€
OUTSIDE EUROPEAN UNION
- Standard (10 weekdays): 15.5€
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
COLLECTIONS
If there is any issue with your order and you want to exchange it or return it, you should contact us at info@sofia-luzon.com before shipping it back to us. Please do not return your items without emailing us first. All requests for return/exchange must be made within 14 days of delivery. We will answer your request within 24 hours.
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.
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 damage 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.
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 where we will ship a custom order.