By making a purchase in this Shop, you are deemed to have read, understood, accepted and be bound by all the terms and conditions of the Shop.
1. Subscription Boxes
Sophie & Toffee's subscription boxes and are on a monthly, quarterly and yearly auto renewal service.
When you subscribed, you had agreed to the auto renewal of the subscription boxes and will be charged to your mode of payment on an auto renewal basis until you skip or cancel the subscription.
The subscriptions can be cancelled at anytime. However, if you no longer wish to receive the subsequent boxes, you will need to cancel BEFORE your auto renewal date stated in your subscription portal. Once your plan has auto renewed, you can no longer cancel the box and will not be eligible for any refunds. If you encountered problems cancelling a subscription, please contact us 10 days prior to your next renewal to ensure timely and successful cancellations.
The 12 months subscription, can only be cancelled after a year, no cancellations can be made before the year is up but you can always skip the months in between.
You are solely responsible for the management of your subscriptions, we are not liable for any duplicate subscriptions or cancellation of subscriptions. Any boxes paid prior to cancellations will continue to ship.
Subscription boxes are scheduled to ship around the 4th week of the month. However, the shipping date is subjected to manufacturing delays or shipment delays.
2. 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.
3. 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.
4. Damaged & Defective Items
Please snap a photo of the damaged item(s) and send it together with your order number to email@example.com, within 14 days of receipt.
We can only act upon items which are either damaged during transit or as part of a manufacturing defect. Strictly no refunds or replacements after 14 days of receipt. Damaged items can only be refunded as store credits.
Sophie & Toffee reserves the rights to determine whether a product is classified as defective. The decision is final.
5. 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).
6. Rewards System
Sophie & Toffee reserves the rights to withdraw or forfeit any reward points when deem necessary. The decision is final.
7. Promotional Coupons
Coupons are strictly to be applied upon checkout. No exceptions can be given to add the coupon after the submission of order.
8. Cancellation of Orders
All orders are expedited once it is placed through our website, hence cancellation or amendments of orders are not allowed.
9. Refunds & Replacements
To be eligible for a replacement or refund, you need to write in within 14 days of receipt with photo proofs of defective or damaged items.
We cannot be liable for any mishandling of the product(s) and usage. Sale items cannot be refunded.
In exceptional cases where returns are granted, the buyer needs to be responsible for the return shipping fees to Singapore.
10. Destination Customs Taxes
The prices on our website do not include any taxes and we cannot be liable for your country's custom and import taxes. Please kindly note that customs duty is part of the destination country's law and regulations which is the responsibility of the recipient. Unfortunately, we have no control over the process or additional charges associated with the importation of your order into your country. Please be sure to contact your customs for your country's customs clearance policy.
11. Pre-order Items
Strictly no refunds for pre-order items placed in the system. All pre-orders items are reserved once the order is placed, we cannot cancel and reverse the transaction.
12. Website Content
Unless otherwise indicated, copyright in the information on this website is owned by or licensed to Sophie & Toffee. This website or any portion of this website may not be reproduced, duplicated, copied, sold, or otherwise exploited for any commercial purpose except where necessary for viewing this website on your Internet browser, or specifically authorized by law or in writing by Sophie & Toffee.
Sophie & Toffee is the registered trademark of Sophie & Toffee Pte Ltd, all rights reserved.