🔄 Our Policy

Return & Exchange Policy

We want you to love every piece you receive. If something isn't right, we're here to make it right — quickly and fairly.

📅 48hrs Window 48hrs on selected jewelry Return in perfect condition as bought

🔄 Easy Exchange Swap for a different item or size with no hassle

💬 WhatsApp Support Start your return or exchange with a simple WhatsApp message

✅ What Can Be Returned or Exchanged

✅ Eligible for Return / Exchange

Item received is defective or damaged
Wrong item was sent to you
Item significantly different from the listing
Item arrives broken or with missing parts
Request made within 7 days of delivery
Item is unworn and in original condition
Original packaging and tags still intact

✕ Not Eligible for Return / Exchange

Change of mind after purchase
Item has been worn or used
Request made after 7 days of delivery
Item damaged by misuse or improper care
No returns on earrings
Sale or discounted items (unless defective)
Missing original packaging or tags

📋 How the Process Works

Contact Us Within 7 Days

WhatsApp us on +254 742 306946 or email admin@soniafahionsworld.com within 7 days of receiving your order. Include your order number and a photo of the item.

⏱ Within 7 days of delivery

We Review Your Request

Our team will review your message and photos within 24–48 hours. We'll confirm whether your request is approved and advise you on the next steps.

⏱ 24–48 hours response

Return the Item

If approved, return the item in its original packaging to our shop at Mithoo Business Center, Shop F62, Moi Avenue. You can drop it off in person or arrange via Ultimart Courier.

📍 Mithoo Business Center, CBD

Exchange or Refund Processed

Once we receive and inspect the returned item, your exchange will be dispatched or your refund processed within 2–3 business days. Refunds are issued via M-Pesa or the original payment method.

⏱ 2–3 business days

⚖️ Exchange vs Refund — At a Glance

	🔄 Exchange	💰 Refund
Defective / wrong item	✓ Eligible	✓ Eligible
Change of mind	✕ Not eligible	✕ Not eligible
Processing time	2–3 business days	2–3 business days
Delivery cost of return	Customer's responsibility	Customer's responsibility
Re-delivery cost	We cover if our fault	N/A
Refund method	N/A	M-Pesa / original payment
Sale items	✕ Not eligible	✕ Not eligible

⚠️ Important Notes:

Always photograph your item immediately upon delivery if you notice a defect — this helps speed up your claim.
Items must be returned in their original packaging with all accessories and tags intact.
Sonia Fashions reserves the right to decline a return if the item shows signs of wear, misuse, or damage caused after delivery.
Return delivery costs are the customer's responsibility unless the error was on our part.

📞 Start Your Return or Exchange

💬

WhatsApp Us

Fastest way to reach us. Send your order number and photos directly.

+254 798 689460

✉️

Email Us

For detailed queries or if you prefer to communicate via email.

admin@soniafahionsworld.com

🏪

Visit Our Shop

Drop in at our CBD location to return or exchange in person.

Mithoo Business Center, Shop F62

📸

Instagram DM

You can also reach us through our Instagram direct messages.

@_soniafashions_

❓ Frequently Asked Questions

How do I start a return or exchange? +

Simply WhatsApp us on +254 742 306946 within 7 days of receiving your order. Include your order number, a clear description of the issue, and at least one photo of the item. We'll respond within 24–48 hours with the next steps.

How long do I have to request a return? +

You have 7 days from the date you received your order to request a return or exchange. Requests made after 7 days will unfortunately not be accepted, so please check your items as soon as they arrive.

Will I get a full refund? +

If your item is confirmed as defective or incorrect, you will receive a full refund of the item price. Please note that original delivery fees are non-refundable. Refunds are processed via M-Pesa or the original payment method within 2–3 business days of receiving the returned item.

Who pays for return shipping? +

Return shipping costs are generally the customer's responsibility. However, if the return is due to our error (wrong item sent, defective product), we will cover the cost of returning the item and re-sending the correct one.

Can I exchange for a different item entirely? +

Exchanges are only offered when an item is defective, damaged, or the wrong item was sent. We do not offer exchanges for change of mind. If you'd like a different item, you're welcome to return the defective one and place a new order for the item you'd like instead.

What if my item was damaged during delivery? +

If your jewelry arrives damaged, please photograph the item and the packaging immediately and contact us on WhatsApp within 24 hours of delivery. Delivery damage claims are treated as a priority and we will work quickly to resolve the issue for you.

Have an issue with your order?

Don't worry — we're here to help. Reach out via WhatsApp for the fastest resolution. We're committed to making sure every Sonia Fashions experience is a great one.

💬 WhatsApp Us Now 🛍️ Continue Shopping