Terms of service

Terms and Conditions

These terms and conditions ("Terms and Conditions") apply to the purchase and sale of products ("Product" or "Products") from through www.sophieetvoila.com (the "Website"), our mobile applications ("App"), Sophie et Voilà team members, or at a Sophie et Voilà showroom or other events, and also applies to the use of any of our services or features provided by or on our behalf (together with the App and Website, "Services"). By placing an order for such Product(s) or using our Services, you agree to be bound by, and accept, these Terms and Conditions. These Terms and Conditions are subject to change by Sophie et Voilà, S.L., (company number B45627926C, registered office at Bilbao volume 5589 page 151, BI 67372) without prior written notice at any time, in our sole discretion. The latest version of the Terms and Conditions will be posted on this page, and you should review these Terms and Conditions prior to purchasing any Product or using the Services. These Terms and Conditions are an integral part of the terms and conditions that apply generally to the use of our Services. You should also carefully review our PRIVACY POLICY before placing an order for Product(s) or using our Services.

1. Order Acceptance and Cancellation
   
   Your receipt of an electronic, or other form of, order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time after receipt of your order to accept, decline, or limit your order for any reason, whether or not you have been charged. If your order has been cancelled or limited, the applicable amount any payment made pursuant to that order will be refunded to the original form of payment. If you have been charged and your order is canceled, we will promptly issue a refund to your original form of payment in the amount of the charge and notify you that your order was canceled. Orders placed using Rewards Points (see below) or site credit will be refunded if the order is canceled, and the Rewards Points or site credit will be available for use promptly once the order is canceled.
   
   
2. Bridal collections
   
   All our Bridal Gowns are available to you for preorder from. Once the order has been made, we will not be able to cancel the order or make changes to the size, style, quantity, or type of Product ordered. Once you receive your order, if you are not satisfied with it, you may return it in accordance with our Return Policy set out below.
   
   
3. Payment Terms
   
   Terms of payment are within our sole discretion and, unless otherwise agreed by us in writing, shall be as follows: All orders are subject to verification for security reasons. If you are contacted for verification, you will have 48 hours to complete the verification process. If you do not respond after such time, you will be notified and the order will be canceled and refunded in the original payment method.Charges for shipping and handling will be made in accordance with our then-current shipping policies, as described below. Payments made on debit/credit cards in currency other than US Dollars will be calculated using currency conversion on www.xe.com on the day of the transaction. You agree that Sophie et Voilà is not responsible for any credit shortages due to currency conversion rates.
   If you preorder Products, you will be required to pay either the full purchase price or a percentage of the amount due as an initial payment at the time you place your order, exclusive of shipping fees and taxes. In the case of an initial payment, we will charge you the remaining amount due, plus shipping fees, and any taxes or duties owed at such time as the Product is ready for shipment. We will first apply any available site credit in your account to the balance owed, and if you do not have any site credit or your site credit is not enough to cover the amount owed, we may charge the remaining balance to the same method of payment as used for the initial payment or to any active payment methods, including credit card(s), on your account at the time the payment is due. If your payment information has changed, please contact care@sophieetvoils.com with your updated payment information. If the remaining payment cannot be processed, your order will be cancelled, and you will be issued a site credit for any amount that you have paid for that Product.Please be aware that because of the "pre-sale" nature of such transactions, you should expect a wait period of approximately four to six (2 to 4) months between the date you place your order and the date that the Product is ready for shipment. The estimated delivery window will be noted on the Product page of the respective Trunkshow or preorder Product page.If you order Products available for immediate shipping from our Boutique, you will be required to pay the full amount due, plus shipping fees and any taxes and/or duties associated with the Product at the time you place your order.
   
   
4. Changes in Products and Pricing
   
   We are constantly updating and revising our offerings of Products and Services, and we may discontinue Products and Services at any time without notice. All pricing for the Products is subject to change. For all of our prices and Products and Services, we reserve the right to make adjustments due to changing market conditions, Product discontinuation, manufacturer price changes, errors in advertisements, and other extenuating circumstances. We attempt to be as accurate as possible with Product descriptions and prices. However, we do not warrant that Product descriptions or prices are accurate. In the event that we discover an error in the pricing or description of a Product, we shall have the right to refuse or cancel any orders placed for the Product. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit or debit card has been charged.If you order a Trunkshow Product that was incorrectly priced, you will be contacted by a Care representative and given the option to purchase the Product at the correct price, or to cancel your order and receive a refund for the amount that you have paid as soon as possible, in accordance with our refund policy below. If you order a Boutique Product that was incorrectly priced, your order will be canceled and we shall issue a refund as soon as possible, in accordance with our refund policy below.
   
   
5. Shipping Fees, Taxes, and International Duties Product prices displayed through the Services do include taxes (including any value added tax ("VAT")), duties, or shipping charges.
   For international customers outside USA, applicable local taxes (including such taxes as VAT), import taxes, and duties will be determined, displayed, in the aggregate, and charged at checkout (unless you are shipping to destinations on a DDU (Delivery Duty Unpaid) basis, as discussed further, below). All other non-customs-related local taxes (other than VAT) are the customer’s responsibility, and Sophie et Voilà is not responsible for reporting or paying additional local taxes to states, such as any use tax. Any taxes and duties are calculated on the total merchandise value, after discounts or promotional codes and/or promotional site credits ("Promotions") have been applied. When shipping to countries outside of the US, most destinations are delivered on a DDP (Delivery Duty Paid) basis, which means relevant import taxes and duties are calculated at checkout and processed by Moda Operandi once your order ships. If you are shipping on a DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be paid through Sophie et Voilà. Instead, the shipping carrier will invoice you upon delivery of your merchandise. If you are shipping outside the United States on a DDU (Delivery Duty Unpaid) basis, no taxes or duties will be charged by Sophie et Voilà. This detail will be noted at checkout and on the confirmation email sent once order has been placed, and as the recipient, you will be responsible and liable for all import duties, customs and local sales taxes levied by the country to which you are shipping. Payment of these amounts will be necessary to release your order from customs on arrival.
   Orders shipped from Spain warehouses will be sent via DHL, or another carrier. We ship the majority of our Products worldwide from our warehouses in Spain. Preorder Products, all relevant shipping fees, local taxes, import taxes, and duties will be charged at such time as the Product is ready for shipment. For all other Products, such shipping fees, taxes, and duties will be charged at the time you place your order for the Product. The costs of shipping and any import taxes, and duties paid are non-refundable.
   
   
6. Shipping PolicyWe offer a variety of shipping options to meet your shipping needs. Please check the shipping options at checkout for specific delivery options and fees. No C.O.D. orders can be accepted. For more information, please refer to our Shipping FAQ .Please note that the posted shipping time frame, if provided, may vary from item to item. The posted shipping time frame is contingent upon credit card approval and may be delayed should we experience difficulties in obtaining authorization. These shipping terms, including the terms set forth in our Shipping Guidelines, are accepted by you by placing an order with us. All orders are dispatched with ‘No Signature Required’ and may be left at a residence deemed safe by the delivery company. Sophie et Voilà is not responsible for any loss or liability or damage that may result from leaving your package at the shipping address without a signature. Sophie et Voilà is also not responsible for any international shipping delays caused by the customs clearance process.
   
   
7. Intellectual Property and Content
   
   All copyright, designs, trademarks and all other intellectual property visible through the Services, including Sophie et Voilà Software and all HTML and other code contained on our Website and App, is the sole property of Sophie et Voilà or their respective owners. You are permitted to use the content on the Services only as expressly authorized by Sophie et Voilà and/or its third party licensors. Any reproduction or redistribution of the above listed Content without permission is prohibited and may result in civil and criminal penalties, where "Content" is defined as data files, graphics, text, photographs, drawings, logos, images, sounds, music, video or audio files on the Website. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products, or services contained within the Services. You may not use the Services, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site(s).
   
   
8. Price Adjustment Policy
   
   Sophie et Voilà will honor price adjustments on Products purchased within a 14-day period prior to the start of a sale. Please note that the Product has to still be available on the site in the same size originally purchased. All approved price adjustments will be issued in the form of site credit and the Product will be a Final Sale. If you wish to request a price adjustment in accordance with this policy, please contact care@sophieetvoila.com
   Sophie et Voilà is only able to honor price adjustments at the initial markdown, and will be unable to honor them with subsequent markdowns or changes in prices, if any. Sophie et Voilà will not price match any sale or discount prices with any other retailers, including affiliates.
   
   
9. Limitation of Liability
   
   In no event shall we or our suppliers have any obligations or liabilities to you or any other person for loss of profits, for loss of business or use, or for incidental, punitive, special or consequential damages, whether based on contract, tort (including negligence), products liability, or any other theory or form of action, even if we have been advised of the possibility thereof, arising out of or in connection with the sale, delivery, or use of the Products or Services. Our sole and entire maximum liability (and the liability of our suppliers) for any reason, and your sole and exclusive remedy for any cause whatsoever, shall be limited to the actual amount paid by you for the Products you have ordered through our Services. Some jurisdictions do not allow the limitation or exclusion of liability for certain damages, so the above limitations and exclusions may not apply to you to the extent such jurisdiction’s law is applicable to your purchase of Products.
   
   
10. Return Policy (Returns and Refunds)
    
    Sophie et Voilà do not offers complimentary return shipping on all orders within the United States for items eligible for return in accordance with this Return Policy. Subject to certain conditions and exceptions explained below in this Return Policy, and unless otherwise expressly indicated on a Product’s detail page at the time of purchase, we are pleased to accept timely returns of certain new and unused Products, as follows:

• Full Price: Products purchased at full price are eligible for return for a full refund within 15 days from the date that the Product was delivered to you.
• Promotions: Products that are purchased with a Promotion are eligible for return for a full refund within 7 days from the date that the Product was delivered to you.
• Final Sale: Products purchased on final sale (as further described below) are not eligible for return or a refund for example Bridal Gowns.

Pre-orders placed across multiple cards will be refunded to the same cards used, regardless of the cards being removed from the site, cards expiring, or updated card information.Your Products must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, including Sophie et Voilà and designer hanging tags. Other designer packaging such as belts, dust bags, authenticity cards, and leather tags should all be included where provided. If your order did not include the proper packaging please emailcare@sophieetvoila.comAny returned Products which are damaged, do not include the packaging materials, soiled, or altered may not be accepted and refunds or credits will not be issued for such returns. 

Refunds or credits will not be processed until the items are returned and inspected by Sophie et Voilà. Refunds are generally processed within 4-6 weeks of when the returned item is received at our warehouse. The costs of shipping and any import taxes and duties paid are non-refundable. Sophie et Voilà monitors the number and condition of Products returned and orders cancelled by customers. Repeated returns or cancellations or violations of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Sophie et Voilà account or future orders being refused.

Faulty Products 

Products that are received damaged or become damaged by a manufacturing fault within seven 7 days in Bridal 3 months in others. The Items that become damaged as a result of normal wear and tear are not considered to be faulty. Sophie et Voilà will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason.Damaged or faulty Products will be replaced or repaired, where possible and subject to availability. Where possible we will offer to repair the faulty item. If a Product cannot be replaced or repaired, you are entitled to a full refund within the three (3) month period. 

Late Returns

At the discretion of Sophie et Voilà, any Product returned outside of the deadline for returns may not be accepted or only accepted for site credit. 

Product Colors

We have made every effort possible to ensure the colors are displayed as accurately as possible. Sophie et Voilà cannot guarantee your computer’s monitor will accurately display the true color. If you have any questions about the color of an item please contact care@sophieetvoila.com prior to placing your order. 

Final Sale—Items Not Eligible for Return or RefundAll Products that are considered Final Sale as listed below or otherwise indicated as “final sale”, are not eligible to be returned, exchanged, or refunded, except in certain circumstances in jurisdictions where we may be required to accept returns, exchanges, or refunds by law. 

Items indicated as “final sale”: Bridal GOWNS.

If you return or send to Sophie et Voilà any Product that is not eligible for return or refund in accordance with these Terms and Conditions (including, but not limited to items considered Final Sale), any Product that is not listed on the return authorization from Sophie et Voilà in respect of the respective shipment from you to us, and/or any product that you did not purchase from Sophie et Voilà, we may, without notice to you, retain and dispose of such Product(s) and/or product(s) at our discretion, and refunds or credits will not be issued for such Product(s) and/or product(s).

Return Process

**Return Process: Please write an email to care@sophieetvoila.com Sophie et Voilà return department will give you all the information you need to make the return satisfactorily.

You will also receive a "Return Requested" email confirmation with all the instructions. International orders must include 3 copies of the commercial invoices of the Products being returned. This is to prevent any delays with clearing international customs. Our free return shipping does not apply to items outside Spain. 

1. Contests and Promotions 

On occasion Sophie et Voilà issues Promotions which may offset the purchase price of certain Products when redeemed at checkout. These are non-transferrable, and are to be used only by the intended recipient. In particular, Sophie et Voilà reserves the right to cancel a Promotion and/or to reject redemption of a Promotion when the total value of the Promotion exceeds a certain value, generally the price of the applicable Product(s). Promotions are only eligible for full-priced Products and are limited to one per transaction. Minimum spends may be required and will be communicated on any correspondence. Where a promotion has been communicated via email, the promotional code is non-transferable and the email address provided during checkout must be the same as the email address to which the promotion was sent. Sophie et Voilà shall not be liable to any customer for any financial loss arising out of the refusal, cancellation or withdrawal of a promotion or any failure or inability of a customer to use a promotional code for any reason. Promotional codes do not cover the costs of any shipping, duties, and/or regional taxes where applicable. These are to be paid by you. 

Once a promotion has expired, it shall no longer be valid or used. 

1. Your Content and Prohibited ActivityCertain Services may permit you to publicly post or display content, and you alone are responsible for such content. You are prohibited from using, and agree not to use, the Services or its content, or to submit, publish, or post any content to us or in connection with the Services: (a) for any unlawful purpose or to solicit others to perform or participate in any unlawful or fraudulent conduct; (b) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (c) to infringe upon or violate our rights or the rights of others (including, but not limited to, intellectual property rights); (d) to defraud, harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (e) to submit false or misleading information; (f) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Services or of any related website, other websites, or the Internet; (g) to collect, track, or publish the personal information of others; (h) to spam, phish, pharm, pretext, spider, crawl, or scrape; (i) for any obscene or immoral purpose; or (j) to interfere with or circumvent the security features of the Services.We reserve the right to monitor, edit, delete, or use any such information as we deem appropriate, including, but not limited to, to protect our Services, the rights and property of us, you, and others, and as may be required by or appropriate pursuant to law or other governmental authority. We reserve the right to suspend or terminate your use of and/or access to the Services (including, but not limited to, any account you may have with us) for violating these Terms and Conditions or our Privacy Policy. If we, in our sole discretion, determine that you have engaged in fraud, abuse, misuse, or gaming in connection with Promotions or Rewards Points in any way, or that you intend to do so (for example, if you create more than one account to obtain a Promotion that is intended for new customers), we may suspend or cancel your account or any orders, and any other accounts or orders you may have with us.