Frequently Asked Questions
We want your experience with Sofia Lusso to feel as comfortable and inspiring as the homes we help you create.
Below you’ll find answers to the most common questions about our products, shipping, returns and more.
If you can’t find what you’re looking for, our friendly customer care team is always happy to assist, just reach out to us at info@sofialusso.com.
Your home tells your story, we’re here to make every detail feel just right.
Products & Care
Products & Care
Are your items handmade?
Some of our pieces are carefully handcrafted by skilled artisans. Because of this, small variations in colour, texture or finish may occur and are considered part of the product’s unique character. Other items are professionally manufactured to high quality standards and selected for durability, design and long-term use. Each product page clearly describes the production method.
What if my item arrives damaged or incorrect?
Please inspect your order immediately upon delivery. If your item is damaged, defective or incorrect, contact us within 48 hours of receipt by email and include clear photographs of the issue. We will review your claim and, if confirmed, offer either a free replacement or a full refund, including any return shipping costs.
How do I care for my décor items or textiles?
Care instructions are provided on each product page and included with your order where applicable.
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Decorative items: dust gently with a dry or slightly damp cloth; avoid prolonged exposure to moisture or direct sunlight.
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Textiles: follow the care label instructions (for example: cold wash, gentle cycle, lay flat to dry).
If you are unsure about care instructions for a specific product, please contact us before cleaning.
Shipping & Delivery
How long does delivery take?
Orders are processed within 1–3 working days (Monday to Friday).
Estimated delivery time within the United Kingdom is 5–10 working days after dispatch. Delivery times may be slightly longer during peak periods, holidays or promotions.
Do you ship internationally?
At this time, we only ship to the United Kingdom. Orders placed with delivery addresses outside the UK cannot be fulfilled.
How much does shipping cost?
We offer free standard shipping on all UK orders. There are no additional handling or packaging fees.
Will I receive a tracking number?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking link so you can follow your parcel online.
Can I change my shipping address after ordering?
If you need to update your delivery address, please contact us as soon as possible. Address changes are only possible if the order h
Returns & Refunds
What is your return policy?
You have the right to return unused items within 30 days of receiving your order, in accordance with UK consumer regulations. Returned items must be unused, in their original condition, and include all original packaging, accessories and tags.
How do I return an item?
To return an item, please follow these steps:
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Download and complete the return form available on our website.
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Package the item securely, including all original components. If the original packaging is unavailable, use suitable protective packaging.
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Send the parcel using a tracked shipping service to ensure safe return.
Once we receive and inspect the returned item, we will process your refund.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect due to our error. In such cases, we will reimburse reasonable return shipping costs.
When will I receive my refund?
Refunds are issued within 5 working days after we receive and approve the returned item. Refunds are processed to the original payment method used at checkout.
Orders & Payments
How do I place an order?
Simply browse our online store, select your items, add them to your cart and proceed to checkout. After completing payment, you will receive an order confirmation email with your order details.
Which payment methods do you accept?
We accept the following secure payment methods:
Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay and Google Pay.
Is my payment secure?
Yes. Our website is protected with SSL encryption, and all payments are processed through certified payment providers. We do not store full payment details on our servers.
Privacy & Security
Do you use cookies?
Yes. We use cookies to ensure proper website functionality, analyse site performance and improve your shopping experience. You can manage or disable cookies via your browser settings; however, some website features may not function correctly if cookies are disabled.
How is my personal data protected?
We comply with UK GDPR and EU GDPR regulations. We only collect personal data necessary to process orders, provide customer support and meet legal obligations. You have the right to request access, correction or deletion of your personal data at any time by contacting our support team.
CONTACT INFORMATION
For any additional questions (about shipping, orders, etc.), feel free to send us a message under the "Contact" menu, and we will respond as quickly as possible.
Company name: Sofia Lusso
Chamber of Commerce number: 88174174
Email-Address: info@sofialusso.com
Telephone number: +31850806945
Essebaan 17C, 2908LJ, Capelle aan den IJssel, The Netherlands
Any questions? Check out our Frequently asked Questions Or contact us via our Contact page