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FAQ

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Products

  1. What colors or designs do I get if they are in packs?

    You will get an equal mix of colors or designs you see in the pictures. In some cases, you will only get the remaining colors available if they are the last few batches.

  2. Do you accept custom designs?

    Yes we do! If you have a design in mind and would like to produce charms, we can make it for you either in resin or polymer clay. However, a minimum quantity per design & color applies. Please write in to us to find out more.

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Orders

  1. Can I cancel my order?

    Once payment is received, we are not able to cancel your order.

  2. I have not received my order, what should I do?

    Please track your order at http://webtrack.dhlglobalmail.com with your tracking number which you can find on your shipped confirmation email. If 18 working days have passed and there is no further updates on your packages, please write to us.

  3. I did not receive an item which is missing from the order?

    We are very sorry if we had missed out items in your order. Please write to us and we will either arrange to resend or a refund.

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Payments

  1. What modes of payment do you accept?

    We accept all major credit cards and Paypal. We also accept local and international bank transfers. Our bank details will be provided to you once you submit your orders.

  2. What currency do I pay in when I checkout?

    We processes all orders in USD as our default currency. While the content of your cart is currently displayed in your selected currency, you will check out using USD at the most current exchange rate.

    For international bank deposit, please only transfer in Singapore dollar.

  3. I make a mistake and transfered cash wrongly, can you transfer it back?

    Please be careful while making your transfers, as we are not able to transfer back any wrong transactions.

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Shipping

  1. What are the shipping rates and methods?

    We ship with DHL Global Mail worldwide, which takes 4-18 working days for delivery, depending on where you are located. DHL Global Mail will pass your packages over to your country's postal services (for example: USPS), they are the ones who do the final delivery to your house. Only DHL express shipping service delivers directly to your house in express time. Orders above 2KG or $200 gets free upgrade to DHL Express (2-3 working days).


    CountriesValue of OrderShipping Cost
    Singapore Flat-Rate $3.95
    Free for S$50+!
    Malaysia Flat-Rate $4.95
    Free for S$100+!
    South East Asia Flat-Rate $4.95
    Free for S$100+!
    Australia Flat-Rate $5.95
    Free for S$100+!
    Europe Flat-Rate $6.95
    Free for S$100+!
    Rest of the World Flat-Rate $7.95
    Free for S$100+!
     DHL Express More than $150  Upgrade for free

    *Shipping rates are subject to change at any time.


    *SG Orders ship a flat-rate with tracking and no signature needed. Package will be deposited into mailbox directly.

  2. Does my order comes with a tracking number?

    All orders are now shipped with DHL Global Mail with tracking number inclusive of the shipping fees. However, you will need to sign for the package otherwise the package will be returned to us. You can track your order by clicking on the link in your shipped confirmation email or at http://webtrack.dhlglobalmail.com

    ★ IMPORTANT ★

    Please track your order if you do not receive it within 3 weeks from the shipped date. It is very common that your mailman did not leave a failed delivery notice when no one is at home to sign for the package.

    The delivery days stated at checkout are only an estimate provided by the shipping provider. Sometimes, the delivery days might be longer due to higher volume, delays at customs, flight disruptions, weather conditions etc. This is unfortunately, out of our control.

    We cannot be responsible for any delays at your country's customs or by your local post offices. But we can help to expedite your order by logging an enquiry with your local post office. You can write in to us for help after 3 weeks has passed from the shipped date.
  1. I need my order really fast! Do you offer expedited shipping?

    Expedited shipping is available via DHL Express, you will get your items within 2-3 working days. Please select this shipping option when you checkout. 
    If you spend more than $150, your order get upgraded to Express shipping for free!
     
  2. What if my package never arrived or if it got lost in transit?

    Over at Sophie & Toffee, we guarantee ALL of our packages. We will refund or resend the order in full. T&C applies, please refer to the below chart.

    CountriesWaiting timeActions
    Singapore 1 weeks from the shipped date Store credits/refund will be given
    International 3 weeks from the shipped date An enquiry will be logged with either DHL or your local post office. You will then receive your package within a couple of days.


  3. How long does it take to receive my order?

    Typically, it takes about 4-18 working days from shipping date for international orders. While during festive seasons, weather delays or unforeseen circumstances, it can take up to 5 weeks.
    For Singapore orders, it typically takes about 2-3 working days from shipped date, depending on Singpost efficiency.

  4. My items got damaged during the transit, what should I do?

    Please snap a photo of the damaged item(s) and send it together with your order number to [email protected]
    We will provide a store credit refund for the damaged item.

  5. I am a Singapore customer, can I self-collect my order?

    Sorry! But self-collection is no longer available.

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Pre-Orders

  1. What are pre-orders?

    Occassionally, there will be popular items which will be on pre-order status. These are the products which you can place in advance to guarantee your order slot.

  2. How long do they take to ship?

    Typically, these items will take about 3-4 weeks to be ready for shipment to customer. 

  3. What happened if I included pre-order item(s) into my order?

    If your order consists of pre-order item(s) with other in-stocked items, your backorder items will shipped separately.

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Others

  1. Do you have a physical shop for me to visit and make purchases?

    Unfortuately, we do not have a retail shop. Hence all orders have to be made online.

  2. How do I apply for wholesale?

    We have bulk discounts as well as order discounts, depending on the amount of quantity you purchased. The bigger bulk you purchase the more discounts you enjoy! Please click on the wholesale link to get more information. 

  3. What other information should I know before making a purchase?

    Please have a read at our T&C!

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