Refund policy


Returns & Guidelines

Sofina Active are happy to accept return items within 30 days of receiving your order if they are deemed as acceptable returns in line with the following circumstances:

  • The item(s) is returned to us in its original dispatched condition, clean and unworn with tags.
  • The item(s) return package contains either a copy of the original order/packing slip or a copy of the return note.
  • The item(s) are safely packed to avoid damage in transit and return as received.

Please note we will be unable to process refunds if the above conditions are not met.

We ask you to please keep all proof of postage including receipts until your refund or request has been completed and dealt with.

Refunds and Returns Procedure

Step 1: Log into your Sofina Active Account or go to sofina active returns portal

Step 2: Enter Your Order Number & Email address (the same you ordered with)

Step 3: Follow the online Sofina Active Return Process & Submit

Step 4: Sofina Returns Request Raised - You will receive a Sofina Returns Raised Email

Step 5: Sofina Returns Request Approved - You will then receive a Sofina Returns Request Approved Email

Step 6: Create Packaging Slip - You will need either to print this email or create a return slip by adding your Name, Order Number, Your Address & Items being returned.

Step 7Proof of Postage - We recommend sending all items tracked as we can not accept responsibility for any lost items. Please retain the proof of postage.

Step 8Sofina Active Returns Address -

Sofina Returns
Indigo Clothing Limited
18 Woodside Industrial Estate Woodside
Epping, Essex, CM16 6LJ

Our returns slip is available to download here


Step 9Returned Item(s) Received - We have received your return items and we can confirm they meet all return requirements so we will be issuing your refund accordingly.


We aim to dispatch an order from our warehouse within 7 working days (Monday-Friday), not including the day the order was received or bank holidays.
UK standard – 48 hours Tracked - £4.99

International Shipping varies please see below.
subject to import, customs charges
Once we have received your order, we will send you a confirmation email with your orders tracking link so you can see the whereabouts and status of your parcel.
Any other queries you may have around delivery check out our FAQ page 


To return your items we do advise that all customers return their items with tracked and signed for postage. Sofina Active are not responsible for returned items that are lost in transit.

Follow the returns procedure above to generate a return slip and Our returns slip is available to download here which you can cut out and stick to your package for ease of returning to the correct address.

If you’re returning a faulty item, please see details under ‘Faulty Item Request & Return,

Please note that all return shipping, postage costs are the responsibility of the customer. This includes postage costs, delivery costs, duties & taxes incurred from wanting to change size, colours, general changing mind on orders or any other reason (
other than faulty/damaged goods that are approved by sofina|active team) are the customers responsibility.

Can I exchange items(s) from my order?

We do not accept exchanges, you can return your order and we will refund your items once inspected.

Faulty Item Request & Return

Faulty Items will be refunded or replaced once received and inspected, you must contact our customer service team on with your name, order number, fault, and images of fault to organise your faulty return.
Once returned and the item has been investigated, on confirmation of the fault, we shall reimburse the return cost and item cost or reship replacement if the customer prefers.

If you are looking to return a potentially faulty item but it has passed 3 months since your purchase date, unfortunately, we cannot replace or refund your purchase unless you can show proof it was faulty when received.

Refund Process Time & Repayment

Once we have received your returned package, your refund will be issued to the same payment method as the order purchase and we aim to refund within 14 days.

Shipping costs will not be refunded unless the item is being returned on a faulty return basis, we will refund original payment in full as long as they the returned goods meet the stated standards.

If you’re paying in another currency than GBP exchange rate can fluctuate.



International shipping will incur customs charges, If customers do not pay customs charges, sofina|active will not accept charges/fees.
The consumer accepts payment of customs charges outside of UK and postage back to the UK from international postal offices etc.



Up to 500g

Eg shorts plus bra

Up to 1000g (1kg)



Small Parcel

Small Parcel





Eg Germany



World Zone 1

Eg South America, middle east



World zone 2

Eg Australia



World zone 3





All postage quotes excluding VAT by law and subject to change by Royal Mail.

Important Disclaimer

All international orders from sofina active (shipped outside of the UK) are subject to international custom/import fees:

Import duties, taxes, international surcharges, collection of parcels are not included in the product price or shipping and handling cost.  These charges are the customers  responsibility as we are only charging the transportation fee for your order.  You may check with your country’s customs office to determine if there will be additional costs

If customers fail to collect a parcel which is then returned to sofina active, return shipping fees will apply to the customer.

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