FAQ

If you have a question about your package, we’ve compiled a list of frequently asked questions here. We hope you find it helpful! If not, please feel free to contact us.

Shipping

The average delivery time for our packages is 8-12 business days. We are a company committed to environmental sustainability and aim to make the world a better place. Once we reach our minimum order quantity, we will ship all orders at once. We appreciate your understanding and support in helping us make a difference.

Once your order has been shipped, you will receive a tracking number that allows you to track your package online on our tracking page. Please also check your junk mail folder, as our emails may occasionally end up there. It may take a few business days for the tracking system to be updated.

We’re sorry this has happened. Have you checked the tracking code? Sometimes packages may be held up at customs. Please wait an additional 3 days. We apologize for the inconvenience, but in 99% of cases, the package will still be delivered. If you’ve waited 5 business days plus an additional 3 days and still haven’t received your package, please contact us, and we will work together to find a solution.

Order

We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes once your order has been processed.

Returns

We want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, please contact us within 30 days of receiving your order to arrange a refund or exchange.

Payment Methods

You can securely pay with:

- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay

Other question

You can contact our customer service via email at info@sophiamae.uk. You can also find our contact details on the "Contact" page of our website. Most questions are answered there, so you may not need to reach out to us! However, if you cannot find the answer to your question, feel free to contact us anytime.

Customer Service Opening Hours:
Monday - Friday: 09:00 AM - 6:00 PM
Saturday: 09:00 AM - 5:00 PM
Sunday: Closed

We strive to respond to your email within 24 hours.