Política de envío

PACKAGE MARKED AS DELIVERED
It is common to have your tracking status marked as delivered before the package actually shows up. Please give it a few working days.
Packages which are marked as delivered by your country's postal services are deem as final delivery. We will not be able to compensate any packages which are marked as delivered. The postal services have advised to check the following:

Check with your neighbours

  • Under/inside a carport
  • Inside a sheltered front veranda or porch
  • Behind sheltered fixed/solid structures (i.e. plant pots)
  • Behind flyscreen door
  • Inside a meter/fuse box
  • If a business: with reception, mail room, other staff etc.

PACKAGE LOST IN TRANSIT

All of our orders are shipped with full tracking service, the possibility of a lost package is hence low.
However, in event of packages not delivered after 60 days from the shipped date, you can contact us to log an investigation with the postal services. If your package is confirmed lost by the postal services, a store credit or resend can be made.

DAMAGED & DEFECTIVE ITEMS

Please snap a photo of the damaged item(s) and send it together with your order number to support@sophieandtoffee.com, within 7 days of receipt.
We will send out a replacement which are either damaged during transit or as part of a manufacturing defect. Strictly no refunds or replacements after 7 days of receipt. Photographs or a return may be required to establish damage. 

Sophie & Toffee reserves the rights to determine whether a product is classified as defective. The decision is final.

RETURNED PACKAGES

Some countries will require a signature to accept the package. If no one is home to accept the package, the mailman should deposit a failed delivery note at your doorstep or mailbox. Please follow the instructions on the note to collect or arrange a re-delivery.

If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, refusal to accept the order or because no one was there to accept delivery of your order, you will be refunded as follows: You will be refunded as store credits the total amount of the order, minus the shipping.

If you would like us to resend the order, you will need to pay for the postage fees again.

If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be no credit for the order. If the product(s) is seized by customs, there will be no credit processed for the product(s).