HOUSEWARES POLICIES

*PLEASE SEE BELOW FOR LIGHTING AND COLLECTIBLES POLICIES*

Processing

If an item is listed as In Stock, it should ship within the week it was purchased. Once an order has been shipped, you will receive a tracking number with shipping confirmation. If you do not receive a tracking number within 48 hrs, please check your spam folder before emailing us. For international orders, customers are responsible for all customs charges. 

International Shipping

For international orders we offer USPS International First Class (5-20 business days after ship date) and FedEx or UPS (1-3 business days after ship date) options. Due to USPS policies, once a package is beyond United States borders, we can no longer track it. FedEx and UPS orders, however, can be tracked. You will receive an email with your package’s tracking number once your order has shipped.

International Duties and Taxes

Customers are responsible for the payment of duties and taxes imposed by the country where the order is delivered.

Returns

If you are not satisfied with your purchase, we can refund or exchange the item. However, we do not cover any additional shipping costs. Returns must be made within 7 days of receipt of goods, and must be returned in it's original packaging. A credit or refund will be applied once the item is received and inspected by our team. If you would like to initiate a return or exchange, please email us at web@sophieloujacobsen.com and mail the item to the below address -

Sophie Lou Jacobsen

c/o MVNIFEST

4741 Chapmans Road Suite C Allentown PA 18104

*Please note that we will not accept returns for products purchased with a discount during our Holiday Sale

Lost or Stolen Packages

If your package is lost or stolen, we will do everything we can to assist you. However, we are no longer responsible once your order is in transit.

Damaged Merchandise

In the event of a damaged or defective item please email us with an attached image of the damage/defect. We will send a return label for the item. Based on availability we will send out a replacement, issue store credit or a refund.

Contact Information: 

For any questions, concerns or comments, please email us at web@sophieloujacobsen.com.

LIGHTING AND COLLECTIBLES POLICIES

QUOTES

All quotes are valid for 30 days, and prices may be subject to change without notice.

ALL SALES

All orders require non-refundable payment in full.  In-stock purchases ship in 2-3 weeks unless otherwise noted.

LEAD TIMES

Our quoted lead times are estimates only; we try our best to take into account all factors when providing these timelines but cannot account for every possible outcome. Estimated lead times begin with receipt of payment and finalization of order details.  Shipping time is not included in estimated lead times.

 MATERIALS

We put the utmost care into making each of our products. Our collectible glassware and lighting are handmade and slight variations in shape, color and size can happen.  These variations are inherent in the production process and are not considered defects. We strive to maintain consistent quality while honoring the artistry of handmade craftsmanship.  Each product is quite literally one-of-a-kind, and we do not accept returns because of material variance, including but not limited to color variations and inclusions in the glass.  Natural materials such as glass and metal have unique characteristics and may therefore vary from what is represented on our website, in our physical samples, or in our photography.  

 DAMAGE

All damages must be documented and reported within 48 hours of receipt. We cannot be held responsible for damages reported after the 48 hour window. In the case that damage occurred during shipment, packaging must be retained in order for the claim to be successfully processed. 

WARRANTY

Lighting is guaranteed for one year against any mechanical defects or technical failures. Our warranty does not cover any damage caused by accident or misuse occurring after such product is delivered including, without limitation -damage caused by improper assembly or installation; damage caused by typical wear and tear including but not limited to breakage, scratches, dents, etching or stains; damage from sharp objects; damage resulting from atypical use of product; naturally occurring variations in material and finishes; naturally occurring changes in finishes resulting from exposure to light or aging; changes / patina to the surface of metals; damage caused by improper care or cleaning solutions; damage caused by exposure to weather or improper environmental conditions.  This warranty excludes light bulbs which are covered by their manufacturer’s own warranties.

SHIPPING AND TAX

We ship world-wide.  We are required to collect sales tax on orders shipped to New York and taxes will be calculated and shown at checkout.  If you are eligible for tax exemption, you will need to provide a valid New York reseller certificate.

For international orders outside the US: Each country has its own percentage rate for taxes and duties, and customers are responsible for tariffs when orders arrive in the destination country.  Finished merchandise must be collected promptly or storage fees may apply.  Once an order is shipped and with the carrier, delays are out of our hands.

FORMS OF PAYMENT

We accept payment wire transfer, ACH transfer, and credit card (Visa, Master Card, Discover, American Express). Service fees may apply. 

RETURN POLICY

Because of the custom, made-to-order nature of our work, we are not able to accept returns or offer exchanges. Once your order is placed, cancellations will not be permitted.