Widerrufsrecht
# Return & Refund Policy
Last updated: August 2026
At **Sophiesalm.com**, we want you to love your jewellery. Because our pieces are carefully crafted—ranging from ready-to-ship collections to bespoke, personalized designs—our return and refund policy is structured in accordance with Austrian and European consumer protection laws.
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## 1. Statutory Right of Withdrawal (Standard Items)
If you are a consumer residing within the European Union, you have the legal right to cancel and return your purchase within **14 days** without giving any reason.
* **The Cooling-Off Period:** The 14-day withdrawal period begins on the day after you (or a third party designated by you, other than the carrier) take physical possession of the goods.
* **Condition of Items:** To be eligible for a return, standard items must be unworn, undamaged, in their original condition, and sent back in their original packaging.
## 2. Exclusion of Returns for Bespoke & Custom Orders
**Important Notice:** In accordance with EU consumer protection regulations (Section 18 Para. 1 Z 3 FAGG / Section 312g Para. 2 No. 1 BGB), **custom-made, bespoke, or personalized items are completely excluded from the right of withdrawal and cannot be returned.**
This includes:
* Jewellery custom-made to a specific client specification or non-standard size.
* Pieces featuring custom engravings, personal stones, or bespoke designs created explicitly for the customer.
Unless a bespoke piece is defective or damaged upon arrival, all custom-order sales are final.
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## 3. How to Initiate a Return (Standard Items)
To exercise your right of withdrawal for eligible standard items, you must inform us of your decision within the 14-day window:
1. **Notify Us:** Send an unambiguous statement via email to **shop@sophiesalm.com** or use our digital withdrawal function on the website.
2. **Send Back the Goods:** Return the items without undue delay and no later than 14 days from the day you communicated your cancellation to:
> **Sophie Ledochowski**
> Taubstummengasse 8/2
> 1040 Vienna, Austria
3. **Return Shipping Costs:** You, the customer, are directly responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
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## 4. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
* **Approved Refunds:** If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, or bank transfer) within **14 days** of receiving your notification of withdrawal.
* We may withhold the refund until we have received the goods back or you have provided proof of shipment, whichever is earlier.
* **Original Shipping Costs:** Standard initial shipping costs paid at checkout will be refunded, but only up to the cost of our standard (least expensive) shipping option.
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## 5. Defective, Damaged, or Incorrect Items
If you received a faulty product, a piece damaged during transit, or an incorrect item, our statutory warranty applies.
* Please inspect your order upon reception and contact us immediately at **shop@sophiesalm.com** with photos of the defect or damage.
* We will review the issue and arrange for a repair, replacement, or full refund (including return shipping costs) as mandated by law.
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## Questions?
If you have any questions regarding returns, exchanges, or bespoke orders, please reach out to us at:
* **Email:** shop@sophiesalm.com
* **Phone:** +43 699 18181845