Welcome to the Sofitte FAQ page. We've answered some of the most common questions to help make your shopping experience as smooth as possible. If you can't find the information you're looking for, please feel free to contact our support team.
How long will it take to receive my order?
Estimated delivery times are:
Processing time: 1–2 business days
Transit time: 6–12 business days
Estimated total delivery time: 7–14 business days
All orders include tracking. Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking details. For more information, please see our Shipping Policy.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders within the United States, United Kingdom, Canada, and Australia.
Where is Sofitte located, and where do you ship from?
Sofitte is an Australian online store serving customers in the United States, United Kingdom, Canada, and Australia. Orders may be fulfilled and shipped from an international fulfillment centre based on the customer's delivery destination.
What if my order arrives damaged or incorrect?
Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible at hello@sofitte.com with your order number and photos of the issue. We'll review your case and arrange an appropriate solution, such as a replacement or refund.
Can I cancel my order?
Orders may be cancelled before they have been dispatched. Because many orders begin processing shortly after purchase, we recommend contacting us as soon as possible. If your order has already been dispatched, it cannot be cancelled and must instead follow our Return Policy after delivery.
What is your return policy?
We offer a 30-day return policy. To be eligible, your item must be unused, undamaged, returned in its original packaging, and accompanied by proof of purchase. Please contact us before sending any item back, as returns require prior approval and return instructions.
When will I receive my refund?
Once your returned item has been received and inspected, we'll notify you of the outcome. If approved, your refund will be issued to your original payment method within 7 days. Depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.
Do you offer exchanges?
Yes. We accept exchanges for eligible items within 30 days of delivery. Items must be unused, undamaged, and in their original packaging.
To request an exchange, contact us at hello@sofitte.com with your order number and the item you would like to exchange. Our customer service team will provide the return instructions and confirm the replacement item's availability.
If the requested replacement is unavailable, we will offer a refund instead.
For change-of-mind exchanges, return shipping costs are the customer's responsibility. If the item is defective, damaged, or incorrect, Sofitte will cover the applicable return shipping costs.
How can I contact customer support?
You can contact us at hello@sofitte.com or via our Contact page.
Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (AEST) / Saturday & Sunday: Closed
Response Time: Our customer service will respond within 24 hours on business days.
Do you ship internationally?
We currently ship to customers in the United States, United Kingdom, Canada, and Australia. We're always looking to expand our shipping destinations in the future.
How can I track my order?
Once your order has been dispatched, you'll receive a confirmation email containing your tracking number and a link to track your shipment. You can also track your order using the Track Order page on our website.
What payment methods do you accept?
We accept the following payment methods at checkout: American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, UnionPay, and Visa.
I have another question. How can I get in touch?
We're always happy to help. If you have any questions before or after placing an order, simply email us at hello@sofitte.com or use the contact form on our website. Our support team will get back to you as soon as possible during business hours.
Contact Information:
Store Name: Sofitte
Email: hello@sofitte.com
Contact form: Click Here
Address: 18 Fern St, Surfers Paradise QLD 4217, Australia
Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (AEST) / Saturday & Sunday: Closed
Response Time: Our customer service will respond within 24 hours on business days.