FAQ
ORDERING
How do I place an order?
Found something you like? Place the product in your digital shopping cart using the 'add to cart’ button. Of course you can continue shopping, but please note that the items in your shopping cart will only be reserved for you after placing your order. To finalize your order, go to your shopping cart and proceed to checkout.
Do I need an account to place an order?
You don’t need to create an account, just check out as a guest when you place an order. However, we recommend that you register with us to enjoy several benefits: you can view your order history, add items to your wish list, and save your personal details so you can order faster next time. You can also sign up to stay informed about new products and promotions.
I have not received an order confirmation, what should I do?
Please check your spam folder, as confirmation emails sometimes land there. If the payment was successful and the money has been debited from your account, you can assume that the order has been processed successfully and you will receive it the next business day. If in doubt, please contact us at cs@sophia-mae.com.
Can I change the delivery address after placing my order?
Please be sure to enter or select the correct delivery address when placing your order. Because of our commitment to deliver quickly, it’s not possible to change address details after you have placed it. With the track & trace number that comes in the confirmation email, you can look up the delivery information and contact the carrier yourself. They might be able to do something for you.
Can I cancel my order?
Unfortunately, it’s not possible to cancel your order after payment. Once you have received your order, you can return it to us. Returns are accepted within 14 days of receipt. Return shipping is at your own expense.
The item I want is sold out. When will it be back in stock?
We do our best to have sold out items back in stock as soon as possible. We recommend that you sign up for the 'restock alert' that appears next to the item in question. You will be the first to receive an email notification when the item is available again.
Can I reserve an item?
Unfortunately, it’s not possible to reserve items when they are out of stock. Sign up for the 'restock alert' and receive immediate notification when an item is available again.
PAYMENT
What payment options do you accept?
At SOPHIA MAE you can pay online using iDeal, Credit Card (MasterCard and Visa), Klarna, Apple pay, Bank Contact, Cartes Bancaires, Sofort Banking and Giro Pay.
I have chosen the wrong payment method, can I still change it?
Unfortunately, we do not have the ability to update payment methods for an order that has already been placed. If you have any questions about your payment, you may always contact the payment processor.
My payment failed, what should I do?
You'll always receive a confirmation email once your payment is complete, so please check your inbox first. If you haven’t received a confirmation and you’re not sure if the payment was successful, we recommend that you check your bank account to see if the amount has been debited. If this is the case, you can safely assume that the order has gone through and you will receive it the next business day. If not, first check if you filled in all your details correctly when ordering. If you can’t find the cause of the payment failure, please contact us at cs@sophia-mae.com.
No money has been deducted from my account yet, did my order go through?
If no money has been debited or reserved from your account, your order may not have been processed successfully. This may also occur if you chose a partial payment or pay by invoice service. Please contact our customer service team at cs@sophia-mae.com, they will help you.
Will I receive a confirmation of my payment?
Within one hour of placing the order, you should receive an order confirmation at the email address you provided. Please make sure to check your spam folder, as confirmation emails sometimes land there. If you do not receive a confirmation, feel free to contact us at cs@sophia-mae.com.
SHIPPING & RETURNS
To which countries does SOPHIA MAE deliver?
SOPHIA MAE delivers to the Netherlands, Belgium and France.
How will I know when my package is shipped from the warehouse?
When your package leaves the warehouse, we send an email notifying you that your package is on its way, along with a track & trace link to track your package.
How long will it take to receive my order?
Within the Netherlands, if your order is placed on business days before 23:59, it will be shipped the same day. You can expect your order to be delivered the next business day. If you order on a Saturday or Sunday, we ask you to be a little more patient: you can expect your order the following Tuesday. We do not ship on the following public holidays: January 1st, April 9th, April 10th, April 26th (orders placed today will be processed but will be delivered on the 28th), April 27th (orders placed today will be processed on the 28th), May 18th, May 28th, May 29th, December 5th, December 24th, December 25th, December 26th, and December 31st. If you order on one of these dates your order will be shipped the next business day. For orders shipped to a country outside the Netherlands, the delivery may take slightly longer.
What are the delivery costs?
We offer free shipping on all orders over €40 within The Netherlands and Belgium and over €60 within France for Members. For orders without an account, we offer free shipping on all orders over €60 within The Netherlands and Belgium and over €80 within France. For orders of less than these amounts, delivery costs are calculated on the checkout page. The shipping rates are:
The Netherlands
Members' orders over €40: Free
Members' orders under €40:
- Letterbox package: €3,95
- Normal package: €4,95
Orders without account over €60: Free
Orders without account under €60:
- Letterbox package: €3,95
- Normal package: €4,95
Belgium
Members' orders over €40: Free
Members' orders under €40: €4,95
Orders without account over €60: Free
Orders without account under €60: €4,95
France
Members' orders over €60: Free
Members' orders under €60: €9,95
Orders without account over €80: Free
Orders without account under €80: €9,95
How can I track my order?
You can follow your order with the track & trace number you receive from the delivery service after the package is shipped by us.
Can I have my order delivered to a service point?
Unfortunately, it’s not possible to select a service point as a delivery location when placing your order. After you’ve received the email with your track & trace number, you can contact the delivery service to arrange drop-off at a service point.
It says my order has been delivered but I haven't received anything, what should I do?
If you have not received your order, please contact the shipping service with your track & trace number. If the shipping service can't help you, please reach out to us, maximum 14 days after your order has been shipped. This way we can start an investigation with the shipping service. If you contact us later than 14 days after your order has been shipped from our warehouse, unfortunately we're not able to assist you as we can't start an investigation with the shipping service any longer.
There’s an item missing from my order, what should I do?
We are sorry that something went wrong with the processing of your order. Please contact us at cs@sophia-mae.com so that we can resolve this for you within 48 hours.
I received an incorrect item, what should I do?
We are sorry that something went wrong with the processing of your order. Please contact us at cs@sophia-mae.com so that we can resolve this for you within 48 hours.
I received a damaged item, what should I do?
We are sorry that your order was damaged during shipment. Please contact us at cs@sophia-mae.com so that we can resolve this for you within 48 hours. For quick resolution, we ask you to send photos of the damaged item.
What is your return policy?
If you wish to return or exchange any or all items from your order, we accept return requests within 14 days of receipt.
How do I return an item?
If for any reason you wish to return items from your order, we accept returns within 14 days of the order shipment date. The return shipping costs are at your own expense. Returns will be processed within seven business days of their arrival at our facility. You will receive a confirmation of this in the form of a credit note, after which your money will be refunded via the payment method you used within a few days. For more information about returning items, please visit our Shipping or Returns page.
Can I return multiple orders at once?
It’s possible to return up to two orders in one package. Please note that it’s important to add the return form that you receive when you register your return online. As soon as we receive the returned items, you will receive a return confirmation for both orders via email. For more information on returning items, please visit our Shipping or Returns page.
When will I get a refund for returned items?
Returns will be processed within seven business days of their arrival at our facility. After you have received a confirmation of this in the form of a credit note, your money will be refunded via the payment method you used within a few days.
I returned an item over seven days ago but haven't heard anything yet, what should I do?
If you have shipped your return more than seven business days ago and haven’t received a refund, contact our customer service team at cs@sophia-mae.com. Please have available a copy of the track & trace record you received as proof of the return delivery. Also don’t forget to mention the order number, which you'll find in your order confirmation email.
I haven’t received a refund, what should I do?
If you have shipped your return more than seven business days ago and haven’t received a refund, contact our customer service team at cs@sophia-mae.com. Please have available a copy of the track & trace record you received as proof of the return delivery. Also don’t forget to mention the order number, which you'll find in your order confirmation email.
I ordered a bundle or a set and I want to return one item. Is that possible?
Yes, you can return one item of a bundle or a set. You can buy a return label through the returns portal on our website. The amount that we will refund will be the difference between the price of the product you keep and the product you return. For example: The price of the Sophisticated Home Bundle is 65 euro. If you keep the Scented Candle and return the Fragrance Sticks, you will receive a refund of 65 - 34 = 21 euro.
GENERAL
How can I file a complaint?
SOPHIA MAE endeavors to offer products that provide a divine experience, and delighting our muses is our priority. Therefore, we are very sorry if for some reason this did not work out, and will do our best to make it right. To file a complaint, please contact our customer service at cs@sophia-mae.com, they will be happy to assist.
How does SOPHIA MAE process my personal data?
We handle your personal data as securely and safely as possible. How we do that is described in our Privacy Statement.
How does SOPHIA MAE handle cookies?
Cookies are used when visiting the web store. This is to give you the best possible experience on our website, but also to improve our own services. More information can be found in our Cookie Statement.
ORDERING
Found something you like? Place the product in your digital shopping cart using the 'add to cart’ button. Of course you can continue shopping, but please note that the items in your shopping cart will only be reserved for you after placing your order.
To finalize your order, go to your shopping cart and proceed to checkout. Here you can easily fill in your details. This is done in three steps:
- Billing address
- Enter the address where you want to receive the invoice of your order.
- Would you like to receive the package at another address than the billing address? Then uncheck the box ‘delivery address = billing address’, after which you can fill in the details of the delivery address.
- We recommend that you register so that you can view your order history and save your personal information to help you order faster next time.
- Payment
- Select the payment method you want to use.
- Place your order
- Before completing the payment, you can check the order in an overview.
- You can choose to receive our newsletter here.
- To finalize your order, you must agree with our Terms and Conditions.
- Finally, click on the button 'place order'.
Please note that once you have completed your order, you will not be able to change it. Because of our commitment to deliver quickly, your order will be processed immediately after you place it.
PRODUCTS
Are your products free of animal testing?
Yes, SOPHIA MAE strongly opposes animal testing.
Where can I see what ingredients a product contains?
You'll find a list of ingredients on each product page.
Are your products vegan?
Most of our products are vegan.
CONTACT
Feel free to contact us if you have any questions. Our customer service team can be reached by emailing cs@sophia-mae.com or via Instagram by sending a DM to @sophiamae.
We will help you as soon as possible and strive to answer your email within 24 hours. In the meantime, you may find the answer to your question in our FAQ.