FAQ
RETURN POLICY:
We regret to inform you that we do not accept returns. However, we offer exchanges for another item or store credit within 14 days of order delivery. To be eligible for an exchange, the items must be unworn, unwashed, undamaged, and in their original packaging. Please note that exchanges requested outside of this timeframe will not be accepted, and items damaged or missing parts not due to our error will also be ineligible. Customers are responsible for the cost of exchange shipping. For exchanges originating from outside Canada, please ensure clear labeling as a return with Canada listed as the country of origin to avoid any issues with duties and taxes. Kindly note that sample and custom made items are not eligible for exchange.
HOW TO MAKE AN EXCHANGE:
To initiate an exchange, please reach out to us at info@sonyalee.co. Provide details about the item you would like to return and the reason for the exchange, and our team will provide you with further instructions.
DAMAGE, DEFECTIVE, OR INCORRECT ITEMS:
If you have received a damaged, defective, or incorrect item, please contact us at info@sonyalee.co. Attach a photo of the damage or the wrong item received, along with your order number. Our team will assist you promptly.
ORDER PROCESSING AND SHIPPING:
In-stock orders are typically processed within 2-3 business days. Made-to-order purchases may take 1-2 weeks. Please be aware that shipping delays may occur due to the ongoing pandemic.
LEATHER CARE:
To preserve the quality of your Sonya Lee item, we recommend using a leather conditioner to prevent drying over time. For added protection and a water-resistant finish, apply a wax polish such as mink oil.
SONYA LEE WARRANTY:
All our items are covered under our lifetime warranty. At our discretion, pieces will be replaced or repaired during the practical product lifespan. Please note that products damaged through wear and tear, misuse, or neglect may be repaired at a reasonable cost.
ACCEPTED FORMS OF PAYMENT:
We accept Visa (credit and debit cards), MasterCard (credit and debit cards), Paypal, Sezzle, American Express, Afterpay, and Apple Pay.
SHIPPING COSTS:
Shipping is free for orders within Canada and the Continental USA. Shipping costs for other destinations range between $15 and $50.
PACKAGE TRACKING:
For all shipped packages, we will provide you with the tracking number via email.
PRICING CURRENCY:
All our prices are set in USD. However, you have the option to select either USD or any other currency from the dropdown menu in the footer. We accept payment in most currencies.
SEZZLE PAYMENT OPTION:
The Sezzle payment option is not available for Canadian currency due to a decision made by Shopify. Shopify removed the Sezzle payment option for Canadian currency without clear reasoning, citing customer confusion. As our prices are set in USD for consistency, paying in Canadian dollars on our website will apply Shopify's exchange rate, similar to your bank. To use Sezzle, you can switch the currency to USD at the footer of the shop page. We apologize for any inconvenience caused. If you have further questions, please contact our customer support.
SETTING THE CODE ON THE VICTORIA BAG:
Upon receiving your Victoria handbag, the code is initially set to 000. To change the code, hold both knobs while set at 000, and while still holding the knobs, adjust the numbers to your desired code. Release the knobs to set the new code. In case of any issues, forgetting your code, or being unable to open the bag, you can "break in" by holding both knobs and scrolling through the numbers until the bag eventually opens.