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Common FAQ

1. For the cabochons, are the prices for 1 piece of cabochon, or? 

The prices for all cabochons are for 1 piece, otherwise stated as a Set.
Please state the number of pieces of cabochon you would like to purchase in the field provided.

If the item is selling in a Set as stated in the title, you will get the number of pieces stated in the Set (for example: Rhinestones).

2. If the item I want is out of stock, what should I do? 

You can write in to us, to check if we still have any in our inventory or simply click on the "request restock notice" link to get notification once the item is restocked.

3. Does your findings contain any nickel or lead? 

No. Almost all of our findings are made of copper and then plated in gold or silver. Those made of alloy have a higher chance of containing nickel and lead.

4. Do you do Gift Wrapping? 

Yes. Gift wrapping is available at SGD$5. You are able to add "gift wrapping" at your checkout page. However, we do not do gift wrapping for bulky items.

5. How long does it take to ship out my order and how long does the postal delivery takes? 

We ship paid orders on every GMT+8 Tuesdays and Fridays. If you made your payment on Tuesday but happened to miss Tuesday's shipping, we will ship your order out on Friday. On a safe side, just make sure your payment is made before every Tuesdays and Fridays.

For local delivery, it take typically 2-3 working days. For international delivery, it typically takes about 2 weeks to a month. Customs clearance and the destination postal services will greatly affect the delivery time.

Please only contact us if A MONTH has passed since the posting date you have yet to receive your order.

6. How do I view my past order history? 

Click on Login at the top menu -> Enter your email address + password -> Manage my account -> View order history

7. Is there a minimum purchase to make on this website?
   

Yes. Due to the nature of our product pricings, there is a minimum amount of SGD10 per order before we would process the order.

8. I am a Singapore customer, what is the bank account number to transfer?
   

After you submitted your order, our POSB savings bank account number will appear once for you to copy down. If you missed it, here it is: POSB Savings - 029414777.

9. I am a overseas customer, do you accept Bank Remittance/TT?

Yes. If you would like to pay for your order via Bank Remittance, please fll up our Contact Form.

10. I received a referral card entitled 10% discount, how do I use it?

The card is meant for you to refer your friends to Sophie & Toffee to make their first purchase! Your friend has to sign up an account with us and make her/his first order to enjoy the discount; and as a form of appreciation, you will receive a mystery gift sent separately from us!

Please ask friend to key in the referral code and your name or email address in the comment box when check out and make the payment. We will refund the 10% discount to your friend via Paypal.

If you are using Bank Transfer, please wait for us to reply you on the revised amount for funds transfer.

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Currency used in Shop

All prices in the Shop is quoted in Singapore Dollar.

A Currency Converter is provided at each product page for you to have an estimate of the cost of the product in your home currency. The currency converter is connected to www.xe.com in real time to perform the conversion. However, depending on your mode of payment, the final currency conversion rate is depended on either Paypal or your credit card company or the Bank rates itself.

An estimate of currency conversion rates:

SGD S$1 = USD $0.7
SGD S$1 = EUR €0.5
SGD S$1 = MYR $2.3

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Accepted Mode of Payment

At Sophie & Toffee online shop we accept the following mode of payment:

1. Paypal Balance
2. Major Credit Cards via Paypal
3. Western Union Funds Transfer
4. Bank Transfer (Singapore only)

You can select your desired mode of payment upon checkout of your items.

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Shipping & Delivery

Shopping at Sophie & Toffee allows you to save on shipping fees. All shipping fees are charged at a flat rate at per weight interval per shipping cost. This allows you to shop more and save more!

All parcels are shipped with Certificate of Posting to verify delivery of receipt when needed.

Please let us know if you require delivery confirmation with signature for your order - we will post as Registered Mail. A top-up of SGD2.24 (Singapore), or SGD2.20 (Overseas) will be needed.

Features of different shipping options:

1. Standard Regular Air Mail
   • No tracking information
   • Most economical shipping option
   • Delivery time about 10 to 18 working days for International orders
2. Air Parcel
   • Full online tracking information
   • Low cost, high reliability
   • 6 to 14 working days to major cities of the world
   • Economical for orders at least 1kg and above
3. Speedpost EMS
   • Full online tracking information
   • Quick and efficient delivery
   • 1 to 4 working days to major cities of the world
   • Economical for orders at least 1kg and above

Standard Regular Air Mail Rates:

Weight Total	Singapore#	Malaysia & Brunei	Asia & Pacific*	Rest of the World
Up to 100g	S$1	S$1	S$3	S$4
Up to 300g	S$2	S$3	S$8	S$11
Up to 600g	S$3	S$6	S$16	S$22
Up to 900g	S$3	S$9	S$23	S$32

* Excluding Australia, Japan & New Zealand
# Free Shipping on Singapore orders over S$120

Air Parcel Rates:

Weight Total	Malaysia & Brunei	Asia & Pacific*	Rest of the World
Up to 1kg	S$14	S$30	S$40
Additional per 500g	S$3	S$5	S$8

* Excluding Australia, Japan & New Zealand

Speedpost EMS Rates:

Weight Total	Malaysia	Asia & Pacific*	Rest of the World#
Up to 1kg	S$27	S$49	S$70
Additional per 500g	S$4	S$10	S$12

* Including Australia, Japan & New Zealand
# Excluding Saudi Arabia, Norway, UAE, Brazil, Argentina, Croatia, Mexico, South Africa

For the above #countries, please contact us if you would like to ship by EMS.

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Lost/Damaged Items in Flight

The World processes many many parcels and packages everyday, there are bound to be parcels which are lost and packages which are damaged during delivery.

At Sophie & Toffee, all packages are shipped with:

• Tightly wrapped items with multiple layers of bubble wraps
• Tear resistant envelopes
• Light-weighted boxes for big orders
• Return address in event of unclaimed delivery

Please understand that in order for us to offer the lowest price possible, we cannot be responsible for lost & damaged parcels. We take extremely great care in our packaging to avoid damage. However, inevitable events of lost & damaged parcels, we will resend for free if buyers were to place a subsequent order with us. We will send all items together including the previous lost/damaged items.

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Terms & Conditions

1. Products & Photography

All our cabochons are handmade, they are bound to have tiny flaws and paint at the back of the cabochons as well as variations between each pieces. However, Sophie & Toffee perform QC of products and only acceptable items are shipped.

Products received might not be the exact same color as the product photos shown on the site as different monitors have different resolutions and color capability.

Strictly no refunds are given for the above terms.

2. Cancellation of Orders

Cancellation of orders are not allowed after payment is made. Outstanding unpaid orders will be canceled after 7 days. No reservations are placed on orders which are unpaid.

3. Refunds & Exchanges
   

Strictly no refunds, returns and exchanges of products, unless manufacturer defects and mistakes. Only exchanges are possible within 7 days of receipt for defect items which have to be in the original new condition and packaging. Buyer bears the return shipping fees. Sophie & Toffee reserves the rights to make the final decision on the exchange.

Strictly no refunds, returns and exchanges for cabochons, we make very effort to toss out bad ones and only deliver the best. If you are a prefectionist, please do not buy from us.

Thank you for your kind understanding.

By making a purchase in this Shop, you are deemed to have read, understood, accepted and be bound by all the terms and conditions of the Shop.

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Updated on 26 Aug 2010