Frequently Asked Questions (FAQ)
General
How do I contact customer service or support?
You can reach our customer service team by emailing us at info@sofaine.com or by calling +49 1520 7544771. We typically respond within 24 to 48 hours during our regular business hours.
Orders & Delivery
What are your delivery conditions and how long does it take?
Shipping charges for your specific order will be calculated dynamically and displayed at checkout. Once dispatched, the estimated total delivery time to the United States is about 10 days. Please note that due to recent U.S. customs regulations, you may be responsible for import duties or taxes upon arrival.
How long does order processing take?
All orders undergo a processing phase of up to 48 hours (excluding weekends and federal holidays) immediately following the receipt of your order confirmation.
How do I track my order?
Once your order has been dispatched, you will receive an email notification containing a carrier tracking number. Please allow up to 48 hours for the tracking information to populate and become active within the carrier's tracking system.
Can I cancel my order?
If you need to make a change or cancel your order, please contact us immediately at info@sofaine.com. We process orders very quickly. Once an order has been processed and handed over to the shipping carrier, it can no longer be modified or canceled.
Where do you deliver to and from where?
We exclusively deliver to addresses within the United States. Our products are shipped directly from our international fulfillment centers straight to your doorstep.
What if my order arrives damaged?
Please inspect your order upon delivery. Contact us immediately at info@sofaine.com with photos of the item if it is defective, damaged in transit, or if you received an incorrect item so we can evaluate the issue and make it right.
What happens if my parcel is lost?
If your package tracking indicates delivery but you have not received it, please contact our support team at info@sofaine.com within 7 days. We will initiate a formal investigation with the shipping carrier to resolve the issue.
Returns & Refunds
Do I have a right of withdrawal or return, and how long is it?
Yes, we want you to be completely satisfied with your purchase. We operate a strict 30-day return policy. This means you have exactly 30 days from the date your tracking number confirms delivery to request a return.
How do I return my item?
To initiate a return, you must first contact our customer support team at info@sofaine.com to request a Return Merchandise Authorization (RMA) number.
Important: Please do not send items back to our administrative address in Germany. We will provide you with the correct U.S. return shipping address and instructions once your return is approved.
Who bears the return costs?
Customers are solely responsible for covering the shipping costs associated with returning the item. We strongly advise using a trackable shipping service and purchasing shipping insurance.
When will I get my refund back?
We will notify you via email once we have received and physically inspected your returned item. If approved, the refund will be automatically processed and credited back to your original method of payment within 5 to 7 business days.
Do you charge restocking fees?
No, we do not charge any restocking fees.
Can I exchange my item?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How do I know if my return has been received?
We will notify you via email as soon as we receive and inspect your returned package at our designated facility.
What if I used a discount code for my purchase, will I be refunded the discounted or original price?
You will be refunded the exact amount you paid at checkout, which means you will receive the discounted price back to your original payment method.
Payment
Which payment methods do you accept?
We securely process payments via Shopify Payments. We accept the following payment methods:
Visa
Mastercard
American Express
Maestro
Apple Pay
Google Pay
Shop Pay
Klarna
Contact
How do I get in touch with customer service?
Store: Sofaine
Owner: Nils Böhm (Sole Proprietorship)
Business Address: Nach dem Stadion 80, 08525 Plauen, Germany
Phone: +49 1520 7544771
Email: info@sofaine.com
Business Hours: Monday – Friday, 8:00 AM – 4:00 PM (EST)