FREQUENTLY ASKED QUESTIONS
Q: I'VE SEEN AN ITEM BUT I CANNOT SEEM TO FIND IT ONLINE?
A: If you see an item on our social media but do not see it available on our website the item is either not yet available for sale (we often post sneak peaks to get an idea of our clients will react to a product before we go into production) and you can query this by sending us an email or DM, or it may mean it is no longer available. We understand how frustrating this can be so we are always looking to restock our most requested pieces or replace them with a similar style. Be sure to sign up for our newsletter where you will receive information on restocks, sales and new arrivals. Check emails frequently as well as our social media as we drop new items weekly.
Q: WHERE DO YOU SHIP?
A: Currently, we only ship within the borders of South Africa. Stay tuned for when we open shipping to cross over our borders.
Q: WHAT ARE YOUR SHIPPING OPTIONS WITHIN SOUTH AFRICA?
All our orders are sent via door-to-door courier and take up to 7 working days to be delivered to you.
Q: HOW DO I TRACK MY ORDER?
A: Once your order has been dispatched, an email will be sent to you containing tracking information. If no tracking number has been sent your order has not been shipped.
Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?
A: Upon completion of your order a confirmation email with the details of your order is sent to you. Please ensure your checkout process is complete until you reach the page containing your order number. Your confirmation email may have filtered into your spam folder. If you need us to resend it please email us at email@example.com and we'll be happy to assist you.
Q: I'VE JUST PLACED MY ORDER, CAN I CHANGE IT?
A: Please email us at firstname.lastname@example.org if you need us to assist you to change your order as soon as possible. Please note this is not possible if your order has already been shipped.
Q: WHAT IS YOUR RETURN POLICY?
Regular Priced Items bought on Sophie Online will be accepted for exchange only within 14 days of the purchase date. All merchandise must be received back in its original form. It must not be worn, altered, damaged and must be free of any stains, odours or distinct smells including perfume. All tags must be attached when returned.
Please view our exchange process below:
Email us at email@example.com with the following details:
- Order number
- Product Name and size
- Reason for exchange
- Information about the required change / size
- Your pick-up address (our courier partner will come collect the parcel from you)
- Cellphone number (so our courier partner may contact you)
We will respond within 24 – 48 hours with a copy of the waybill YOU as the customer would need to print out to provide to the courier partner when they come to collect the item as well as packing instructions.
Please note you will need to make a payment of R200 as a charge for us to collect the item you wish to exchange as well as to ship back to you the corrected order. The corrected order will only be returned once the funds have reflected on our end / we have received and verified your proof of payment.
Once your return request has been received and all requirements are met, we will process it and ship the corrected size / style (this may take up to 7 days).
Please note the following:
Sophie Online does not issue any monetary refunds for change of mind or delivery time frame. If the garment does not fit we offer exchange in size or style.
Our returns policy applies to all orders placed via our website, social media pages and Whatsapp. It is the customers duty to read or ask about the exchange policy before the purchase. Once a purchase is made the customer agrees to the exchange and returns policy.
For more information or help please email firstname.lastname@example.org and our team will be more than happy to assist you.
Q: CAN I HAVE A GIFT CARD OR STORE CREDIT INSTEAD OF AN EXCHANGE?
A: At this time we do not offer store credit or gift cards.
Q: WHAT IF MY ITEM IS DAMAGED?
A: In the unlikely event your item is damaged or defected please contact us within 7 days from the date of delivery and we will gladly process an exchange.
HOW DO I MAKE A PURCHASE ONLINE?
- Add item(s) to your cart
- Click the CHECKOUT button in the top right corner of the page
- Fill in your 'customer information' providing a valid email address & shipping address
- If you have a Discount Code or Voucher, you may insert the code in the 'Discount' box & click Apply
- Click 'Continue To Shipping Method'
- Review the shipping information
- Click 'Continue To Payment Method'
- Select either Credit Card or Bank Deposit payment method
- Select 'Same As Shipping Address' if your Billing & Shipping info are the same. Or select 'Use Different Billing Address' if the addresses differ.
- Click 'Complete Order'
Credit Card (this will take you to our payment gateway, Payfast)
You will be taken to a new window, where our payment processing service will take over. Please note that this is a secure payment facility.
Choose 'Credit/cheque Card' or 'Instant EFT' or 'BitCoin' or 'mobicred'
You will be required to fill in your card info, & also provide an OTP (one time pin) before your payment is processed.
Choose you bank from the options, & proceed to your internet banking profile.
You may use your BitCoin wallet address or scan to make your payment.
You will need to have a mobicred account in order to use this payment method. This will enable you to buy from us & pay over a period of time. If you do not have a mobicred account, sign up for it here: https://www.mobicred.co.za
Your order is confirmed, & the banking details for you to make a Bank Deposit or EFT will be displayed on this page.
When doing the EFT/Bank Deposit, please use your Order Number & Surname as a reference
Please note: All bank deposits & EFT will require proof of payment, which can be emailed to email@example.com
In the unlikely event that your parcel is 'lost' or not delivered, Sophie Online will not be held liable should the customer not notify us within 30 days of the order being shipped. No refund/credit will be issued after this 30 day period.
IS IT SAFE TO USE MY CREDIT CARD ON SOPHIE ONLINE?
Yes, it is safe to order on Sophie Online. We use the industry-trusted, South African payment processing service, Payfast. None of your credit-card details will be revealed. Payfast is secure & approved by all major banks in South Africa.
DO YOU HAVE A STORE OR SHOWROOM I CAN VISIT?
Sophie Online is only available online at present. Stay tuned for market appearances in the near future.