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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 either DHL eCommerce or DHL Express with your tracking number which you can find on your order or on your tracking emails. 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. Do you offer Free Shipping?

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    2. What if my package never arrived or if it got lost in transit?

    3. Over at Sophie & Toffee, we guarantee ALL of our packages. We will refund or resend the order in full. Please contact us via the form regarding your package.

 

  1. 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.

  2. 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.

  3. 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 whole order will only shipped once the pre-ordered item(s) are ready for shipping. Hence, if you are in a hurry, place your pre-ordered items 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 a simple wholesale program! 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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