Terms of Service
Welcome to SOPHIA MAE!
We hope you enjoy shopping with us. To make everything go as smooth as possible, some conditions apply to your order.
Please note: these terms and conditions apply to consumers. If you are not a consumer, but are interested in working with us, please contact us using the contact details below.
1. Offer and agreement
1.1 When you purchase an article from SOPHIA MAE online via the webshop, you enter into an agreement with SOPHIA MAE B.V.. These terms and conditions are binding and apply to each order made on this webshop.
1.2 These terms and conditions are always easily accessible during and after your purchase. You can read or download the most recent version of the terms and conditions from our website.
1.3 Every effort is taken to ensure the costs displayed are correct at all times. However, If the offer contains an obvious mistake and/or error, such as an unusually low price, the agreement is not binding for SOPHIA MAE and we are not obliged to deliver articles at an incorrect fee. Please contact us if you have any doubts about the validity of an offer.
2. Price and payment
2.1 The price displayed in the webshop is the total price including VAT. The shipping costs are stated separately.
2.2 You can pay for your order via one of the payment methods made available in the SOPHIA MAE webshop.
3.1 We do our best to process and deliver your order as quickly as possible. We aim to ensure that the products are sent in the correct manner. Should you nevertheless receive incomplete or damaged product(s), please let us know as soon as possible, but no later than 48 hours after you have received the products, and we will try to find a solution with you.
3.2 To prevent your order from being delivered to the wrong address, please provide us with the correct contact details.
3.3 Orders will be sent to the delivery address specified by you and via the delivery method chosen by you.
3.4 In the event that an incorrect address is provided, SOPHIA MAE will not be liable for any costs you incur for stating an incorrect address.
3.5 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.
4. Warranty and complaints
4.1 We do our best to display products on our website as completely and accurately as possible. Does the product seem different than expected? You can send it back, only if unopened and in the original packaging, within the reflection period of 14 days.
4.2 SOPHIA MAE guarantees that the products comply with the agreement, the specifications stated in the offer and with reasonable requirements of reliability and/or usability.
4.3 If you have a complaint, we would like you to send us an e-mail.
4.4 If you have discussed your complaint with us, but you nevertheless wish to submit the complaint to another authority, you can do so via the European Online Dispute Resolution
(ODR) platform: http://ec.europa.eu/consumers/odr/
5. Time to think
5.1 You are free to revoke the agreement within a period of 14 days after receipt of the product, without giving any reason.
5.2 To exercise the right of withdrawal, you must inform us. You can do this easily via the return portal. It is also possible to partially revoke the agreement.
5.3 The right of withdrawal does not apply to sealed goods that are not suitable for return. This may be for reasons of health protection or hygiene and of which the seal has been broken after delivery. The following are also excluded from the right of withdrawal:
- the supply of goods made to the consumer’s specifications or clearly personalized (customization);
- the supply of goods which according to their nature do not qualify to be returned, deteriorate rapidly or have reached their expiry date ;
- easily copyable (sealed) products that cannot be returned if they were unsealed after delivery, such as games, DVDs and CDs;
- newspapers and magazines (no subscriptions);
- an agreement for the provision of services that extends to the provision of
accommodation other than for residential purposes, of goods transport, of car rental services, of catering and of services related to leisure activities, if a specific time or period of performance is specified in the agreement provided;
- alcoholic beverages; of which the price is agreed upon at the conclusion of a
consumer purchase, but the delivery of which can only take place after thirty days.
5.4 Products that are damaged or used, or where the original packaging is damaged, cannot be returned. If these are returned anyway, costs may be charged for the return. The amount of these costs will be determined by SOPHIA MAE.
5.5 After termination of the agreement, you must return the product as soon as possible, but within 14 days, using the instructions you receive by e-mail.
5.6 SOPHIA MAE will refund the amount paid, including shipping costs, within 14 days of receipt of the returned product. In the case of a partial return, we will only refund the cost of the returned product. We will refund you with the same payment method that the original payment was made with.
5.7 Return costs are for your own account and are not reimbursed by us.
6. Gift cards
6.1 Gift cards can only be purchased online and can only be redeemed at www.sophia-mae.com. The gift card can be used to pay for the full value or part of the value of the selected products.
6.2 The gift card can't be redeemed against the purchase of another gift card.
6.3 If a purchase isn't completely covered by a gift card, an additional payment method can be used to complete the purchase (iDeal, Credit Card (MasterCard and Visa), Klarna, Apple pay, Bank Contact, Cartes Bancaires, Sofort Banking or Giro Pay).
6.4 Gift cards are not redeemable or refundable for cash.
6.5 The current balance of a gift card can be checked during check-out or by sending us an email via firstname.lastname@example.org.
6.6 When purchasing a gift card on sophia-mae.com, the gift card will be sent to the recipient's email address immediately after purchasing. SOPHIA MAE B.V. will not be liable for failure or delay in delivery. The customer is obliged to provide a correct email address for delivery.
6.7 SOPHIA MAE B.V. will provide the customer specific denominations to choose from which the customer can select to load on the gift card. The maximum amount that can be loaded on a gift card is EUR 79.
6.8 A gift card automatically expires once the balance has been exhausted. A gift card may not be topped up with additional funds.
6.9 A SOPHIA MAE gift card can't expire.
6.10 The customer is obliged to retain an expired gift card in the event the customer returns a purchase. Any product paid for using a gift card, that is returned for a refund, will be credited on the existing or a new gift card. If the totale to be refunded is more than paid for by using the gift card, the remaining refund balance will be refunded to the other payment method used by the customer (iDeal, Credit Card (MasterCard and Visa), Klarna, Apple pay, Bank Contact, Cartes Bancaires, Sofort Banking or Giro Pay).
6.11 SOPHIA MAE B.V. can't be held liable for lost, stolen or inactivated gift cards.
7. Intellectual Property Rights
7.1 SOPHIA MAE owns all intellectual property rights with regard to the SOPHIA MAE brand, the website and the products.
8. Meet SOPHIA MAE
8.1 SOPHIA MAE'S full contact details are as follows:
SOPHIA MAE B.V.
Chamber of Commerce number: 80484018
VAT number: NL861687693B01
9.1 Changes to these general terms and conditions will be published on the website. We will notify you by email of material changes. These terms and conditions were last amended on December 1, 2021.
9.2 Dutch law applies. In the event of a conflict, the Amsterdam District Court will decide on the case; without prejudice to your rights as a consumer that you have under your country of residence.