FAQs
SHOPPING
1) Do I need an account to make purchases?
Yes, you need to register for an account to kick-start your first purchase with us. This facilitates subsequent purchases, and helps you track your order status.
If you haven't created an account with us, please click here to create one now or click on the "Sign up" at the top right hand corner of the screen as shown below. If you already have an account with us, just click on the "Log in" at the top right hand corner of the screen, next to "Sign up".
2) How do I place an order?
Click into your desired item, and then input colour, size, and quantity where applicable. When you are ready to make the purchase, move your mouse to your shopping cart icon at the top right hand corner to display your selected item. Then click "Checkout" in the pop-up to go to the details in your Shopping Cart.
At this Shopping Cart page, you can alter the quantity/ item selection and input any special instructions (e.g. gift wrap) that you have for us. After you are happy with your selection, please click on the "Checkout" button, and check the box " to proceed to payment and to arrange for delivery. Please note that you will NOT be able to proceed to the Payment page if you have NOT created an account with us or logged in. Please see FAQ 1 above for the details on how to create an account with us or to log in.
At the Customer Information page, please check that your shipping address and the items that you wish to purchase are correct. Please input your promotion code/discount coupon code here (below the order details) if you have any. Once you are satisfied with all the details here, click "Continue to shipping method" button at the bottom of the page.
At the Shipping page, please select the type of courier service that you like. The corresponding costs are displayed against each courier service. Please check your shipping address again and edit it if there are any errors. You can still input your promotion code/discount coupon code here (below the order details) if you forget to enter it at the previous page.
Once you are satisfied with all the details here, click "Continue to payment method" button at the bottom of the page.
At the Payment page, please key in your credit card information if you are paying by credit card. Alternatively, you can pay by PayPal by clicking on the radio button next to "PayPal". Please check your shipping address at the top of the page again. At the bottom of the page, please indicate if your billing address is the same as or different from your shipping address. Here is your last chance to input your promotion code/discount coupon code (below the order details) if you forget to enter it at the previous pages.
Once you are satisfied with all the details here, click "Complete order" button at the bottom of the page. You will be directed by the bank of your credit card or PayPal to complete your payment.
Please feel free to message us via FaceBook Messenger (@sofiqsg), or call us at (+65) 6816-3135 (Mon - Fri (except public holiday eves and public holidays): 1100 - 1800 hrs) if you need any assistance with your order/payment.
3) Will a sold-out item be restocked?
We do our best to bring back popular designs but this is subject to the availability of the stock at our suppliers. You may email or call us to check on the availability of the stock at our suppliers. If the stock is still available at our suppliers, we will make pre-order available at the product page and inform you as well. We will order the stock from our suppliers once you have paid for your pre-order.
4) When will my pre-ordered items arrive?
Usually pre-ordered items take around 1 to 2 weeks to arrive at our office. We will process your order and mail it out to you as soon as we receive the items.
5) Do you have a size chart/guide?
As the cutting and fit of each design differ from one another, we provide the size chart at each of our product page.
6) How do I make payment?
We accept Visa, Mastercard, Amex and PayPal. Please refer to FAQ 2 above for the details on how to make payment.
7) What currencies do you accept?
We only accept payments in Singapore Dollars (SGD). The four other currencies (IDR, GBP, USD and EUR) that you can choose on our website act as references only. The most current conversion rates are used to convert from SGD to these four currencies and they are obtained from http://www.xe.com.
8) How do I use my promotion/ discount code?
At the Customer Information page, you can key in your Promotion/Discount Code, and click Apply. Please refer to FAQ 2 above for the details.
Please note that we are unable to retroactively apply coupon/ discount codes once your order has been processed.
If you encounter any difficulties with applying your coupon/ discount code, please email us, stating your subject matter as "Problems with Coupon/ Discount Code" in your email. Alternatively, you can call us at (+65) 6816-3135 (Mon - Fri (except public holiday eves and public holidays): 1100 - 1800 hrs).
9) Can I amend or cancel my order after confirming it?
We regret to inform you that no changes or cancellation can be made to your order after it has been confirmed. This is to facilitate faster processing of all orders and to ensure smooth operations.
10) What if I cannot make payment in time?
We sincerely apologise if you're experiencing difficulty in making payment. Orders are cancelled if payment is not received within two hours. If you encounter difficulties with making payments, please email us, stating your subject matter as "Problems with Payment" in your email.
SHIPPING
SHIPPING
Sofiq ships to any street address (excluding the off-shore islands and restricted zones) in Singapore.
We ship our orders via SingPost & Ninja Van.
If your shipping destination is outside of Singapore, please email us, stating your subject matter as "Request for Overseas Shipment" in your email. We will try our best to work with our logistics partners to fulfill your orders.
Please refer to our Shipping Policy for more details.
SHIPPING RATES
Enjoy FREE standard local courier service (1-3 days delivery) on all orders from SGD60 up to a maximum of 30kg*. This is only applicable for orders in Singapore.
If your order is SGD60 and above but you wish to receive your order sooner, you can opt to pay for either the Express Local Courier or Time-slot Express Local Courier.
For orders less than SGD60, you can choose one of the three types of courier services that can be found at our Shipping Policy or here.
Shipping rates and shipping duration for the various types of courier services can be found at our Shipping Policy or here.
Please refer to our Shipping Policy for more details.
* This is the maximum weight available from our logistics partners.
DELIVERY POLICY & SHIPPING DURATION
Delivery Policy
To help you save on delivery charges, Sofiq will consolidate your order items in one SINGLE order and ship them together. If your order contains pre-ordered item(s), we will only ship your order when all the items in your order are available for shipping. If you do not wish to wait until all your order items are available for shipping, please create a separate order for the pre-ordered items. Please note that shipping rates are calculated on a per order basis.
You can refer to our Shipping Policy or here for the shipping rates and shipping duration.
Shipping Duration
When estimating shipping duration, it is best to take the item/order with the longest Estimated Arrival and use that to calculate the shipping duration for your order.
Please refer to our Shipping Policy or here for the various shipping duration for the different local courier services.
EXCHANGE/ RETURNS
1) Do you provide Exchange/ Returns?
Clothing
We accept exchange/ returns for items* that are unworn, unsoiled, unwashed, unaltered, with their tags intact and in their ORIGINAL condition and packaging. All ORIGINAL parts and accessories and a copy of your Sofiq invoice, must be included in the return. Exchange/ returns can only be done once for each order.
Exchanges and returns have to be completed within a stipulated time frame. Please refer to our Exchange, Returns & Refund Policy for more details.
You will have to bear the shipping cost for returning the item(s) to us. We shall not be responsible for any items that are lost in transit, therefore it is advisable that you choose a delivery method that allows tracking. We recommend using registered mail or SingPost SmartPac.
Upon receipt of the returned item(s) that is/are in full satisfaction of the terms and conditions stated in our Exchange, Returns & Refund Policy, exchange will be done to the requested size. We will mail out the exchanged item(s) to you via standard local courier service. In the event where the requested size is out of stock, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel. For other returns, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel.
We reserve the right to reject any return request if the returned item does not meet the terms and conditions stated in our Exchange, Returns & Refund Policy.
Please refer to our Exchange, Returns & Refund Policy for more details.
*Exclude: orders made with promotional codes/store credits, sale items and damaged items resulting from misuse/abuse.
Bags/ Wallets
ALL bags and wallets are NON-EXCHANGEABLE and NON-REFUNDABLE. You can rest assured that all our bags and wallets have been carefully inspected by us before they are packed and sent to our customers. Indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) or zip(s) are NOT defects. If you have any questions on your bag/ wallet after you have received them, do feel free to email us within 5 business days of our dispatch date.
2) I've received a wrong/defective item. What should I do?
We would like to sincerely apologise for sending a wrong and/or defective item to you. Please refer to our Exchange, Returns & Refund Policy for details on how to handle such cases. Please note that Indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) or zip(s) are NOT defects.
Postage incurred by you in the return will be reimbursed via Sofiq Points. All items returned must be unworn, unwashed, unaltered, with their tags intact and in their ORIGINAL packaging. All ORIGINAL parts and accessories, a copy of your Sofiq invoice and a copy of the receipt for the postage that is incurred by you, must be included in the return. As we shall not be responsible for any items that are lost in transit, it is advisable that you choose a delivery method that allows tracking. We recommend using registered mail or SingPost SmartPac .
We will replace the wrong and/or defective item(s) in the same design, colour and size as per stated in the original order. This/these replacement(s) will be mailed out to you via standard local courier service. If the replacement piece is no longer in-stock, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel. You can also choose to directly receive refund via Sofiq Points instead of replacement(s).
Please note that minor variations in measurement (within 3cm) are not considered as defects. Minor loose threads that do not affect the stitches on the garment, slight scratches and stains, slight asymmetry, loose buttons which can be sewn on, or any other observances which do not affect the wearability of the garment, are not considered as defects. Indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) or zip(s) are NOT defects. Variations in the colours of the physical items from the photographs on Sofiq website due to the use of professional studio lighting in the photographs, or due to variances in different computer screen calibrations, are not considered as defects. We do however strive to ensure that the screen colours are true to life, as much as possible. Defects due to misuse, abuse, washing by the customers are not considered as defects.
Please refer to our Exchange, Returns & Refund Policy for more details.
3) There is/are missing item(s) in my order. What should I do?
We would like to sincerely apologise for missing item(s) in your order. Please refer to our Exchange, Returns & Refund Policy for details on how to handle such cases.
We will mail to you the missing item(s) in the same design, colour and size as per stated in the original order, via standard local courier service. If the missing piece is no longer in-stock, refund via Sofiq Points will be issued to you within 10 business days after our email acknowledgement. You can also choose to directly receive refund via Sofiq Points instead of replacement(s).
Please refer to our Exchange, Returns & Refund Policy for more details.
