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Policies

HOUSEWARES POLICIES

Please see below for Lighting and Collectibles policies.

Processing

In-stock items typically ship within one week of purchase. Once your order has shipped, you will receive a shipping confirmation email with tracking information. If you do not receive tracking information within 48 hours of shipment, please check your spam folder before contacting us.

Processing times may be longer during high-volume periods, particularly from mid-November through mid-December.

International Shipping

For international orders, we offer:

  • USPS First-Class Package International Service: approximately 5–20 business days after shipment
  • FedEx or UPS: approximately 1–3 business days after shipment

Please note that USPS tracking may become unavailable once a package leaves the United States. FedEx and UPS shipments remain trackable throughout transit.

Customers are responsible for all customs duties, taxes, tariffs, brokerage fees, and other charges imposed by the destination country.

International Duties and Customs

Sophie Lou Jacobsen is not responsible for customs clearance or delays caused by customs authorities. We will provide reasonable supporting documentation upon request, but the customer is responsible for completing the customs-clearance process and paying all applicable duties and taxes.

Returns

Housewares may be returned within seven days of confirmed delivery, provided they are unused and returned in their original packaging.

To initiate a return, please email web@sophieloujacobsen.com before shipping your item. Customers are responsible for arranging and purchasing their own return shipping label. Sophie Lou Jacobsen does not provide prepaid return labels or reimburse return shipping costs, including Return to Sender fees.

Please send approved returns to:

Sophie Lou Jacobsen
c/o Mid Hudson Works
188 Washington Street
Poughkeepsie, New York 12601

We strongly recommend using a trackable and insured shipping service. Sophie Lou Jacobsen is not responsible for return packages that are lost, damaged, or delayed in transit.

Once the item is received and inspected by our team, an eligible refund will be issued to the original form of payment.

Products purchased at a discount during our Holiday Sale are final sale and cannot be returned.

Made-to-order items are also final sale, including:

  • The Porter
  • La Donna
  • Stryx Piccolo
  • Stryx Grande

Lost or Stolen Packages

We will make reasonable efforts to assist with lost or stolen packages. However, Sophie Lou Jacobsen is not responsible for an order once it has been transferred to the shipping carrier.

Damaged or Defective Merchandise

Please inspect your order promptly upon delivery. If an item arrives damaged or defective, email web@sophieloujacobsen.com within five business days of receipt and include clear photographs of the item and packaging.

For approved damage or defect claims, we will provide a return shipping label. Depending on availability and the circumstances, we may issue a replacement, store credit, or refund.

Contact

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

LIGHTING AND COLLECTIBLES POLICIES

Quotes

All quotes are valid for 30 days. Pricing is subject to change without notice.

Payment and Final Sale

All orders require non-refundable payment in full.

Due to the custom and made-to-order nature of our lighting and collectible pieces, all sales are final. We do not accept returns or exchanges, and orders cannot be cancelled once placed.

In-stock purchases typically ship within two to three weeks unless otherwise noted.

Lead Times

Quoted lead times are estimates and begin once payment has been received and all order details have been finalized.

Although we make every effort to provide accurate timelines, delays may occur due to circumstances outside our control. Shipping and transit time are not included in estimated production lead times.

Materials and Handmade Variations

Our lighting and collectible glassware are handmade with great care. Slight variations in shape, color, size, finish, and material are inherent to the production process and are not considered defects.

Natural characteristics may include color variation, glass inclusions, differences in finish, and other distinctions from website photography, physical samples, or previously produced pieces. These variations are part of the handmade nature of the work and make each piece unique.

We do not accept returns or claims based on natural material variation.

Shipping Damage

Please inspect all shipments immediately upon receipt.

Shipping damage or missing parts must be documented and reported within 48 hours of confirmed delivery. Claims submitted after this period may not be accepted and will constitute acceptance of the goods as delivered.

All original packaging must be retained for a shipping claim to be processed successfully.

Sophie Lou Jacobsen is not responsible for lost or stolen packages.

Warranty

Lighting is covered by a one-year warranty against mechanical defects and technical failures.

The warranty does not cover damage caused by accident, misuse, improper installation or assembly, ordinary wear and tear, breakage, scratches, dents, etching, staining, sharp objects, atypical use, improper care, unsuitable cleaning products, exposure to weather, or improper environmental conditions.

The warranty also excludes naturally occurring variations in materials and finishes, changes caused by light or aging, and patina or other changes to metal surfaces.

Light bulbs are not covered by this warranty and are subject to the manufacturer’s warranty, where applicable.

Shipping, Duties, and Taxes

We ship worldwide.

Sales tax will be collected where required by law and calculated at checkout. Customers claiming a New York sales-tax exemption must provide a valid New York resale certificate.

For international orders, customers are responsible for all applicable taxes, duties, tariffs, customs charges, and brokerage fees imposed by the destination country.

Finished merchandise must be collected promptly. Storage fees may apply when completed orders are not collected or accepted within the required timeframe.

Once an order has been transferred to the carrier, shipping delays are outside Sophie Lou Jacobsen’s control.

Forms of Payment

We accept payment by wire transfer, ACH transfer, and credit card, including Visa, Mastercard, Discover, and American Express. Service or processing fees may apply.