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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 or amend 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 your order is shipped by DHL eCommerce, the final delivery is done by your country's local post. Once the package enters your country, you can get more detailed tracking on your local post website.
    You can use your tracking ID found on DHL eCommerce website to continue tracking at your country's post office website. If 18 working days have passed since the shipped date and there is no further updates on your packages, please write to us.

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  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 within 5 days of receiving your order.

  4. When does my subscription boxes ship?

    All of our subscription boxes will ship after the closing date of 15th of the month. Hence, it will usually shipped from the 3rd week of every month. Because we are shipping from Singapore, it is very common for you to receive the boxes in the next month if you are located overseas.

  5. How do I cancel my subscription?

    You can cancel your subscription at anytime by logging into your subscription portal. By cancelling your subscription, you only cancel the auto renewal, all prior paid boxes will continue to ship.

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Payments

  1. What modes of payment do you accept?

    We accept all major credit cards and Paypal. Unfortunately, our subscription boxes cannot accept Paypal at this time.

  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

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  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 1-2 working days from shipped date.

  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 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 2 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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