At Sofia Gift Shop, we take pride in delivering high-quality custom wood and photo gifts. This Return & Refund Policy explains the conditions under which returns, exchanges, or refunds are accepted.
Due to the personalized nature of many of our products, returns are accepted only under specific circumstances.
Personalized or custom-made items (including products with names, photos, or custom messages) cannot be returned or refunded unless the item is defective, damaged, or incorrect due to our error.
Non-custom items may be eligible for return if they are unused, in original condition, and returned within 7 days of delivery.
If you receive a product that is damaged, defective, or incorrect:
Please contact us within 48 hours of delivery
Provide clear photos of the product and packaging
Once verified, we will offer a replacement or refund at no additional cost
Approved refunds will be processed using the original payment method
For bank transfers, refunds will be credited to the provided bank account
Refund processing may take 5–10 business days, depending on the payment method and bank processing times
Exchanges are only available for damaged or incorrect items
We do not offer exchanges for personalized items due to change of mind
Shipping fees are non-refundable
Return shipping costs must be covered by the customer unless the return is due to our error (damaged or incorrect item)
Orders may be cancelled only before production begins
Once customization or production has started, cancellations and refunds are not possible
To request a return or refund, please contact us with:
Order number
Product details
Reason for the request
Photos (if applicable)
Our team will review your request and respond as soon as possible.
Sofia Gift Shop reserves the right to refuse returns or refunds that do not meet the conditions outlined in this policy or appear to be fraudulent or abusive.
We may update this Return & Refund Policy from time to time to reflect changes in our operations or legal requirements. Any updates will be posted on this page with the revised date.
If you have any questions regarding returns, refunds, or cancellations, please contact us through the details provided on our website. We’re always happy to help.
