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FAQ

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Orders

  1. Can I cancel my order?

    Once an order is placed, it is submitted instantly to our warehouse for fulfilment, hence we will not be able to cancel your order.

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

    Please track your order at Singapore Post 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. Unfortunately, we cannot accept bank transfers at this point.

  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.

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Shipping

  1. What are the shipping rates and methods?

    Most of our packages are shipped with Standard Air Mail worldwide from Singapore, which takes 4-22 working days for delivery, depending on where you are located. The final delivery is made by your country local post office (eg. USPS). All packages will require signature upon delivery.

    ★ IMPORTANT ★

    Please track your order if you do not receive it within 3 weeks from the shipped date. It is very common that your local 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.

    We provide different shipping method options and free shipping as per below:

    International
    Shipping MethodTrackingFree Shipping
    Standard Air Mail Minimal For orders $150+
    Priority Air Mail Good For orders $200+
    Express Air Mail Excellent For orders $300+
    Singapore
    Shipping MethodTrackingFree Shipping
    Standard Mail Minimal For orders $70+
    Priority Mail Good For orders $100+
    Express Mail Excellent For orders $150+


    * Due to Canada Post slow delivery and least support for international mails, Canadian customers might need to wait up to 2 months to receive their order if they select "Registered Standard Air Mail" shipping method.

  2. Does my order comes with a tracking number?

    All orders are shipped with tracking number which requires signature upon delivery. You can track the package directly by clicking on the link on your shipped confirmation email.

  1. I need my order really fast! Do you offer expedited shipping?

    Express shipping is available via DHL Express, you will get your items within 1-3 working days. Please select this shipping option when you checkout. 
    If you spend more than $250, 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 time
    Singapore 1 weeks from the shipped date
    International 5 weeks from the shipped date


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

    Typically, it takes about 4-22 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 info@sophieandtoffee.com
    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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