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.
1. 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.
2. Do you offer free shipping?
Yes! We offer free standard shipping on all orders within the United States, United Kingdom, Canada, and Australia.
3. Where is Sofitte located, and where do you ship from?
Sofitte is an Australian online retailer. Our products are fulfilled through trusted international warehouses and logistics partners, so the shipping origin may differ depending on the product and destination.
4. 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.
5. Can I cancel my order?
Orders may be cancelled within 15 minutes of being placed by contacting us as soon as possible. After this time, your order may already be in processing. If it hasn't yet been dispatched, we'll do our best to accommodate your request. Once an order has shipped, it can no longer be cancelled and must follow our Return & Refund Policy.
6. 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.
7. 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 business days. Depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.
8. Do you offer exchanges?
We don't offer direct exchanges. If you'd like a different item, simply request an approved return and place a new order for your preferred product.
9. 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
We aim to respond to all enquiries within 24 business hours.
10. 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.
11. Do you have a physical store?
No. Sofitte is an online-only store, allowing us to offer carefully curated home décor at competitive prices while delivering directly to customers across our supported regions.
12. 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.
13. What payment methods do you accept?
We accept all major credit and debit cards, along with other secure payment methods available during checkout. Every payment is encrypted and securely processed by our trusted payment providers.
14. 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
We aim to respond to all enquiries within 24 business hours.