FAQ
Ordering
How do I place an order?
Choose your item, select your size and color, and add it to your cart. At checkout you enter your delivery details and pick a payment method. A confirmation email follows straight away.
Can I still change or cancel my order?
Yes, as long as it has not shipped. Email info@sophieboutiquenewyork.com with your order number as soon as you can. We dispatch within 1 to 2 business days, so the sooner you reach us the better.
I did not receive a confirmation email.
Check your spam or junk folder first. If it is not there either, email us and we will resend it.
Shipping and delivery
Where do you ship?
We ship to addresses in the United States.
What does shipping cost?
Nothing. Shipping is free on every order, with no minimum.
What is your order cut-off time?
5:00 PM Eastern Time, Monday through Friday. Orders placed before the cut-off on a business day enter processing the same day. Orders placed after it, or on a weekend or public holiday, enter processing the next business day.
How long does delivery take?
We dispatch within 1 to 2 business days (Monday through Friday). Delivery then takes 3 to 10 business days (Monday through Friday). Altogether, expect roughly 4 to 12 business days.
Where do you ship from?
From our warehouse in Ningbo, China. Every parcel carries a tracking number so you can follow it door to door.
Will I pay customs or import fees?
No. Duties and import taxes are already included in the price. Nothing further is due on delivery.
My parcel has not arrived.
If the expected window has passed, email info@sophieboutiquenewyork.com. We will chase it with the carrier.
Returns and refunds
How long do I have to return something?
30 days from the day your order is delivered.
How do I start a return?
Email info@sophieboutiquenewyork.com with your order number and the reason. We send you a return confirmation with the address. Please do not ship anything back before you have it.
Who pays for return shipping?
Return shipping is the customer’s responsibility. That covers change of mind, wrong size or color, and exchanges. If an item arrives damaged, defective or is not what you ordered, we cover the cost.
When do I get my refund?
Within 10 business days after your return reaches us and has been inspected. Depending on your bank it can take a further 3 to 5 business days to show on your statement.
Can I exchange an item?
Not directly. Start a return and place a new order for the size or color you want.
Payment
Which payment methods do you accept?
The methods shown at checkout. See our payment options page for the full list.
Is paying safe?
Yes. All payments run through Shopify’s encrypted checkout. We never see or store your full card details.
Sizing and items
Which size should I pick?
Every product page carries a size guide. If you are unsure, email us before you order and we will help you choose.
Contact
How do I reach you?
By email at info@sophieboutiquenewyork.com, by phone on +1 302-579-7023, or through the form on our contact page.
When are you available?
Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. Closed on weekends. You will always hear back within 24 hours.
Business information
Store name: Sophieboutiquenewyork
Company name: Fritten Factory Berlin UG
Company address: Friedrichstraße 171, Berlin, 10117, Germany
Company registration number: HRB 282989 B
Return address: Lane 1177 Jianlan Road, Meixu Street, Yinzhou District, Ningbo, Zhejiang, 315100, China
Email: info@sophieboutiquenewyork.com
Phone: +1 302-579-7023
Customer service: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time
Saturday and Sunday: closed
Response time: within 24 hours