FREQUENTLY ASKED QUESTIONS (FAQ)

Table of Contents

FREQUENTLY ASKED QUESTIONS (FAQ)

ONLINE PURCHASE

  • My order didn’t go through. What can I do?

    Please contact our Customer Care Team via live chat, contact form or customer@global-soph.net.

  • My order has been declined – do I need to place a new order?

    Please contact our Customer Care Team first via live chat, contact form or customer@global-soph.net.

  • Why should I set up an account?

    To create an account and enjoy the benefits of faster checkout, order tracking, and more, please follow the link below:
    Create Account
    Click on the link to access the account creation page. Fill in the required information, including your first name, last name, phone number, email address, and password. Ensure that you read and agree to the Terms and Conditions and Privacy Policy before proceeding. Finally, click on the Create Account button to complete the registration process.
    Once your account is created, you can log in using the same link and your registered email and password.

  • Can I choose the currency that I prefer?

    The currency depends on the ship-to-country and is fixated automatically upon check-out.

  • What forms of payment does SOPH. accept?

    SOPH. accepts the following major forms of payment: MasterCard, VISA, American Express, JCB, DinersClub, Discover card, UnionPay and PayPal.

  • When will my credit card be charged?

    Your credit card will immediately be charged upon purchase.

  • How do I reset my account password?

    Go to My Account. Please click "Login" and hit the "Forgot your password?" button, then enter your email address to receive a password reset link.

  • How can I receive the latest news and updates?

    Without logging-in:
    You can either subscribe when you get the newsletter pop-up box, or you can scroll down to the bottom of each page until you see the ''Subscribe Newsletter'' box on the right-hand side.
    After logging-in:
    Go to My Account > "Email Subscription" and click "Edit"

  • How can I unsubscribe to newsletter?

    After logging in, go to My Account > "Email Subscription" and click "Edit".
    Without logging in, click unsubscribe at the bottom of our newsletter to opt-out.

  • How can I change the size of my order before shipment?

    Please contact our Customer Care Team first via live chat, contact form or customer@global-soph.net.

  • How can I cancel my order?

    Please contact our Customer Care Team first via live chat, contact form or customer@global-soph.net.

  • How do I order online at SOPH.?

    Start shopping with us by using your preferred delivery country - "Shipping Destination" at the top/bottom right of our website. Shop by category to select your item. Click "Add to cart" to add the item to your cart and proceed to checkout. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your SOPH. account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping address. Then click on "Next-Payment" to fill in your billing address and payment details. Check all required details are filled properly and hit "Place Order". Your shipment should now be on the way! If you have any questions, please don't hesitate to reach out to our Customer Care Team by via live chat, contact form or customer@global-soph.net.

  • Do you reserve the items that I put in my shopping cart for me?

    Items in your shopping basket are not reserved and may be purchased by other customers.

  • Do you provide gift-wrapping?

    Unfortunately no.

SHIPPING & DELIVERY

  • What is your shipping fee policy?

    There will be a shipping charge of USD 35 (or equivalent in your local currency) regardless of the order amount.

  • How fast is the delivery?

    Our customers typically receive their orders within 2-7 days of shipping.
    *If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.

  • Where do you ship my order from?

    We ship our orders from Japan.

  • Can I have my item delivered to a PO boxes or military addresses?

    Unfortunately no.

  • I received the tracking number today but why I can't see the status of my parcel?

    The couriers update tracking information normally within 24 hours in business days as they don't work on weekends or public holidays.

  • Can you forward my preferred delivery time and other delivery preferences to courier?

    No, we are unable to forward your preferred delivery time and other delivery preferences to the courier company. Please contact the courier directly once the order is shipped.

CUSTOMS/TAXES

  • Does the price shown in the product page include tax?

    We ship on a DDP (Delivery Duty Paid) basis, which means that all custom duties are included in the product price. There may be instances in which additional taxes need to be paid. Any such additional taxes will be calculated according to your specific address and itemized at checkout.

  • Do I need to pay taxes and duties to the courier upon delivery?

    Please contact our Customer Care Team first via live chat, contact form or customer@global-soph.net.

STOCK

  • How can I be notified if the product I want is back in stock?

    When a particular size/color of an item is out-of-stock, you can click on the size/color selector and ''Notify Me'' link will show up. Please enter your email address and then click ' Submit'. You will not receive any confirmation email upon submission but will receive a notification when the item is back in stock.

  • Can I purchase a product that is not listed at the global site?

    Unfortunately no.

  • Can you check the stock availability of a product in one of your retailers?

    Unfortunately no.

SIZING

  • How can I get my correct size?

    Please refer to the fit guide and individual size chart of each product.

  • Are your size charts 100% accurate?

    SOPH.'s size charts are designed to provide customers with a general guideline for selecting the appropriate size, but they should be considered approximate rather than 100% accurate. Please refer to the fit guide and individual size chart of each product.
    The size and fit of SOPH.'s products can vary depending on factors like:
    -Fabric and material composition
    -Garment design and cut
    -Individual body types and measurements

REPAIR & CARE

  • Are SOPH. products machine washable?

    Please check the care label of each product and follow the instructions. It will show if the item is machine washable, and provide specific instructions on water temperature, cycle, and drying method.

  • Do you provide repairing service or after-sales service to customer who purchases your product from one of your authorized retailers?

    SOPH. is solely responsible for the quality of products sold on this global website. Customers who have purchased SOPH. products from SOPH.'s retailers or resellers of any sort should contact the original sellers for direct assistance with any quality issues or warranty claims.

OTHERS

  • Can you authenticate a SOPH. item that I purchased from ebay?

    We are not able to authenticate whether items are real or not if they are purchased at non-authorized SOPH retailers.

RETURNS & EXCHANGES

  • What is the return/exchange policy?

    ●Returns and exchanges must be initiated within 14 days of receiving your order and items must be received by SOPH.co.,LTD. within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan..
    ●All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
    ●All accessories and items accompanied with items originally (such as cases, user manuals, spare parts) must also be returned.
    ●No returns or exchanges for discounted items are accepted.
    ●Returns that do not meet the above requirements will not be accepted.
    ●If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via store credit back, we won't deduct the original shipping costs. However, we reserve the right to not issue store credit for cancellations of items prior to shipment.
    ●You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • Can I return a product that was bought during sale?

    No returns or exchanges for discounted items are accepted.

  • Do you accept late return/exchange?

    No late returns or exchanges will be accepted.

  • Do I have to bear the return/exchange shipping costs?

    Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

  • What is the estimated return shipping costs? Is it close to the shipping fee quoted on the website when the order is below free-shipping threshold?

    Please contact your preferred courier with tracking service for quotation. The shipping fee quoted on the website is not a reference for the actual return costs.

  • How can I return/exchange my order?

    Please check if your order fulfills the return policy and then contact our Customer Care Team via live chat, contact form or customer@global-soph.net for next step.

  • How long does it take for a refund to be issued?

    Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via live chat, contact form or customer@global-soph.net next.

  • What should I do if the product I have just received seems defective?

    Please contact Customer Care Team via live chat, contact form or customer@global-soph.net immediately.