Shipping & Returns Policy
1. Ordering & Processing
2. Delivery
3. Returns
4. Contact Us
1. ORDERING & PROCESSING:
Sophie.sg is an online store that is open 24 hours a day, 7 days a week. To order, you will need to follow these steps:
- Select the product you want by clicking on the Sophie.sg online store.
- Indicate the quantity of the product that you want to buy, and your desired colour (if applicable).
- Provide your identity on the site either by a) signing in with your unique username and password, or b) creating a user account.
- Provide delivery address and indicate mode of delivery.
- Indicate mode of payment.
Once the payment mode is selected, please proceed with payment. This will now formalise the sales contract between you and Sophie & Friends (S) Pte Ltd, owner of Sophie.sg. You can either make payment using your credit card on a secure server, or do an inter-bank telegraphic transfer to our bank.
Confirmation of orders
An acknowledgment receipt and details of delivery will be automatically generated and sent to your email account as proof of purchase.
Processing of orders
Orders will be processed from Monday to Friday, 11:00am & 5:00pm.
Availability of the products
Sophie.sg will only deliver orders received when stocks of the requested product are available. Availability can vary during the same day according to the level of sales activities. If a product is unavailable, it will be mentioned on the product page concerned or in the shopping cart summary. If Sophie.sg cannot obtain an ordered product from the manufacturer, the company will notify the Customer of the expected delay by email.
Product packaging
The articles are presented in the original packing of the manufacturer. The entire article is then packed and labelled for delivery purpose and is not marked in any other way in order to limit the possibility of theft.
Gift wrapping
If you wish to have gift wrapping, you should simply specify it at the time of confirming your order. You can also write a personalised message, which will be printed on a card and added to the parcel. Your order will be prepared with the greatest care and will be packed in a refined gift package.
2. DELIVERY:
Areas of delivery
You can choose to have your order delivered where you wish: to your home, place of work or friends' premises as long as you correctly indicate the address of delivery. Please note that we conduct Same-day Delivery only to places in Singapore except offshore Islands(except Sentosa) according to Ta-Q-Bin service disciplines.
Same day Delivery - New!
Same Day Delivery for mainland Singapore delivery locations will use “Ta-Q-Bin” services. Ta-Q-Bin operates this service from 8 AM to 10 PM everyday, 7 days a week. You may trace yours delivery status via Ta-Q-Bin Real time Package Tracking System.The parcel will be signed for at the delivery address indicated by the Customer.Please note that if the recipient is not available at the time of delivery, redelivery will be performed until 10:00 PM if contact for redelivery is received from the customer by 8:00 PM.
To track an parcel on Ta-Q-Bin, please visit: http://sg.ta-q-bin.com/index.html and click the picture(as below) on the right side:
Dispatching time
If you order before 11 AM, you can expect to receive your package from 2:00 PM to 10:00 PM on the same day.
If you order after 11 AM, our courier company will send your package the next day.
You are welcome to designate the date of delivery, including Saturdays, Sundays and Public Holidays. Delivering may be performed the following day when requests are not received before the time deadline.
Payment
The shipping costs remains the same at S$5 for every shipment
* Free delivery by Sophie.sg:
Free deliveries to locations in Singapore are available for orders from S$150 and above. Free deliveries are made to one address as indicated by the Customer. The free delivery will be sent via Singapore Post (SingPost) registered mail. A tracking number will be provided which the Customer may use to trace the delivery status if the parcel is not received within 2 days of dispatch. Singpost deliveries are carried out from Monday to Saturday morning, excluding public holidays. The parcel will be signed for at the delivery address indicated by the Customer. In the event of absence at the moment of delivery, a delivery notice will be left at the address of delivery indicated by the Customer, allowing him/her to collect the parcel from the nearest post office indicated in the delivery note. The parcel will only be held at the post office for a limited number of days as indicated in the delivery note. In the event that the parcel is not claimed by the Customer within the time limit allowed by Singpost, the parcel will be returned to Sophie.sg. To track an Article on SingPost, please visit: http://www.singpost.com.sg/ra/ra_article_status.asp
Methods of delivery outside Singapore:
Deliveries made to Malaysia, Indonesia and other countries within South East Asia will be charged according to International Shipping Prices. Our delivery methods are carried out via SingPost Registered Mail. The charges involved depend on the country of destination, and the total weight and volume of the selected articles. The charges and delivery times are indicated to the Customer before the final validation of his order. For delivery outside Singapore, the duration may vary from 2 to 16 days according to country of destination.
3. Returns
We will deliver products in accordance with your order and the indicated delivery dates. However delays are sometimes inevitable due to unforeseen circumstances. As such, liabilities due to delay in supply by manufacturer or delivery from the transporter or any damage to the products delivered hereunder that is caused by any event or circumstance beyond our reasonable control during the delivery process (ie. slight exterior damage or dent to the box or packaging) will not be borned by Sophie.sg. All products are checked for its condition by the manufacturer and Sophie.sg before dispatching. However, if you have notified us of a defect with the products, such as a broken part upon opening the package, we will provide an immediate replacement. Products that are deemed defective must be returned within seven (7) days of receiving the delivered order.
4. Contact Us:
If you have any enquiries about our products, you may reach us by email sophiethegiraffe@sophie.sg or you can use our contact form.
