Frequently Asked Questions

How can I contact the store owner?

Please email me at admin@sophiepf.com. This email address is only for inquiries about store orders. For other correspondence, please email me at sophie@sophiepf.com

Where is this shop based?

This shop is located in Germany and all orders are shipped from here.

How much does shipping cost?

Shipping is calculated at checkout. It depends on the weight of your package and the destination country. You can see the shipping total during checkout before finalizing your order. This cost does not include any customs or duty fees your country may charge. 

When will my order ship out?

Orders are usually packed and shipped within three business days (mon-fri). In case of a general shipping delay please note the store notice.

How long does shipping take?

Once your order is shipped, you should typically receive your package within the following times.

Germany: 3-4 days

International: 2-4 weeks

Please note these are estimates and I am not responsible for shipping delays caused by the postal service. Orders typically come with tracking information, please refer to your shipping notification for these.

What if there is a problem with my order?

If I sent you the wrong item, the item arrived damaged, or there is another issue, please email me at admin@sophiepf.com and I will get a replacement sent out to you.

I accidentally provided the wrong address or an incomplete address. What next?

Providing an incorrect or incomplete address means your order cannot be replaced or refunded. It is your responsibility to double check your address during checkout and make sure all information is up-to-date.

If you provided the wrong address, please email admin@sophiepf.com right away. If the order hasn’t shipped yet, the address can still be updated. If the order has already shipped, you will have to make the purchase again. Alternatively, you can wait to see if the package is returned to sender (typically a time window of six weeks) and repurchase shipping only.