FAQ
Frequently Asked Questions
The honest answers to what shoppers actually ask us: delivery, returns, sizing, payment, and whether we're a real business you can reach. If your question isn't here, message us and a real person will reply within 24–48 hours.
Orders & Delivery
How long until my order actually arrives?
Here's exactly what to expect: we process your order within up to 48 hours (business days), then delivery takes 6–10 business days from dispatch. So from checkout to doorstep, plan for roughly 7–12 business days. You'll get a tracking number by email the moment it ships. Full details: Shipping Policy.
Why does delivery take 6–10 days?
Because your order ships directly from our partner fulfilment centres, some of them international. That direct model is how we keep prices fair and shipping free. We'd rather give you the real timeline up front than a promise we can't keep.
How much is shipping?
Free. Every US order ships free: no minimum, no code needed.
Can I track my order?
Yes, every order. You'll receive a tracking number by email after dispatch (allow up to 48 hours for it to activate), and you can follow your parcel any time on the Track Your Order page.
Will I have to pay customs or import fees?
Most orders arrive with nothing extra to do. Because some parcels ship from international centres, US customs may in some cases assess duties or taxes at the border; where they apply, they're set by the authorities and are the customer's responsibility. We tell you this before you buy because that's how we'd want to be treated. More in section 6 of the Shipping Policy.
Can I change my address or cancel my order?
If your order hasn't entered fulfilment yet (usually within the first hours), yes. Contact us as fast as you can at info@sofaine.com or +1 (877) 665-2822. Once shipped, we can't redirect a parcel, but the 30-day return window has you covered.
Returns & Refunds
What if it's not right? Can I actually send it back?
Yes, genuinely. You have 30 days from delivery to return any eligible item (unworn, with tags and original packaging) for a full refund. No restocking fee ($0). Just contact us first for an RMA number and the correct US return address; don't ship anything without it. The whole process: Refund Policy.
Who pays for return shipping?
If you simply changed your mind, you cover the return postage. If the item arrived damaged, defective, or wrong, we cover it. You never pay to return our mistake.
When do I get my money back?
Within 5–7 business days after your return arrives and passes inspection, to your original payment method. Your bank may take a few extra days to show it.
My order arrived damaged. What now?
Email info@sofaine.com within 48 hours of delivery with your order number and a photo. We'll send a replacement or refund you in full, including shipping, whichever you prefer.
Products & Sizing
Will it fit? How do I pick the right size?
Clothing product pages include a size chart with US, UK, and AU conversions plus bust/waist/hip measurements. Measure a piece you own and compare. Between sizes? Most of our customers size up for comfort. Still unsure? Ask us before you order and we'll check the specific piece: info@sofaine.com.
Are the materials really what they say?
Yes, we describe materials honestly, always. Vegan leather is labelled vegan leather, gold-tone hardware is called gold-tone. What you read on the product page is what arrives.
Payment
Is paying on your site secure?
Yes. Payments are processed by PCI-DSS-compliant providers over encrypted connections; we never see or store your full card number. Details: Payment Policy.
Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, and Shop Pay. All prices are in USD; any applicable sales tax is shown at checkout before you pay. We don't accept cash on delivery, cheques, money orders, or bank wire.
About Sofaine
Is this a real business I can reach?
Yes. Sofaine is run by Nils Böhm (Sole Proprietorship), Nach dem Stadion 80, 08525 Plauen, Germany, serving US customers. You can reach a real person at info@sofaine.com or toll-free at +1 (877) 665-2822, Monday–Friday, 8:00 AM – 4:00 PM (EST). We respond within 24–48 hours, and that's a commitment, not a hope. More about who we are: About us.
Where do your products ship from?
Directly from our trusted partner fulfilment centres, some international. That's the model that keeps our prices fair and your shipping free. Returns go to a US return facility (address issued with your RMA), so sending something back is domestic post for you.