Assistance

Can I cancel or change my order?

For details on your 30 days right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation. You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than
fourteen working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods. To exercise this right of cancellation: Contact us by email at concierge@sofsy.com

Follow the returns instructions as laid out in the Returns and exchanges section of this site. Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer. If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site.

We recommend that returned goods be sent via insured, traceable delivery for your protection. Occasionally, orders or parts of an order are cancelled by our system for various reasons.

Some reasons are:

• Item(s) not available

• Difficulty in processing your payment information

• Cannot ship to address provided

• Duplicate order was placed If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items.


If you are interested in alternative products, please contact us by email at concierge@sofsy.com for a recommendation.

How do I find the correct size for me?

You can refer to our Size Guide located near the size selector on each product page, or feel free to contact us at concierge@sofsy.com for further assistance.

How can I confirm that my order was processed successfully?

Your order is confirmed when you receive a confirmation email containing all the relevant details.

Item is out of stock, when will it be back in?

If the item you're looking for is currently unavailable, please check back on the site and sign up for our email list for updates.

Could I receive an update when this product is back in stock?

Should the product you’re looking for be unavailable, you can sign up for our waiting list and get notified as soon as it’s back in stock.

Does sofsy delivery internationally?

Our digital storefront offers international delivery. See the available destinations in the "Country" menu at checkout.

What should I do if my order hasn’t arrived?

Please open a claim with your carrier and reach out to our concierge at concierge@sofsy.com. Note that any delivery-related claims must be submitted within 14 working days of the parcel’s delivery.

How can I track the shipping status of my order?

Once your order has shipped, you will receive an email with tracking information. You can also check the shipping or order status on your My Account page. If you haven’t received a confirmation email, please contact us for further assistance.

Refund policy

Should an item not be to your liking, simply return the goods to us within 30 days of receipt, free of charge.


Each shipment includes a FedEx return label for your convenience. If your package did not include a label, or you need an additional label, please contact our customer concierge team at concierge@sofsy.com

Return Instructions:
Pack the return item(s) back in the original packaging
Stick the pre-paid return label on the box, making sure to cover all other shipping labels
Drop off the package at your nearest FedEx location. Please note we currently do not offer pickup service in the United States.

Credit

If you have already paid, we will credit the amount back to your bank account, PayPal account or credit card. If the purchase was invoiced, you can reduce the amount invoiced accordingly.

Returns Information

You may return undamaged items purchased from the Site. Such items must be in saleable condition (in the original packaging if possible) and must be returned within 60 business days of the original delivery. No items may be returned if they have been worn. No returned merchandise will be accepted without the original sales or gift receipt. A refund will be made to the purchaser upon request if payment has been received. We will credit you in the same manner as your original payment within thirty (30) days of receiving the returned item. Gift recipients are entitled to a nonrefundable merchandise credit or an exchange. To return or exchange a gift, please follow the instructions included with your package. If possible, please use the original shipping box and packaging materials for your return shipment. Please complete the section for returns on the packing-slip and enclose it in your return package. Please use the return label provided with your original shipment when returning your order. You can return your package at any FedEx Location. For more information on drop-off locations, please visit http://www.fedex.com/us/office/shipping-services.html

If you prefer to pay for return postage yourself, please send the return to:

sofsy c/o Marketplace Prep
1925 Golden Heights Rd Suite 108,
Fort Worth, TX 76177, United States

What should I do if my package arrives damaged?

If your parcel arrives damaged, we kindly invite you to contact our concierge team at concierge@sofsy.com. Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.

Do I need an account to place an order?

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in My Account.

Registered clients will also find all available updates in their sofsy Account.

We will update you in real-time through the Order Confirmation email, and the Shipping Confirmation email.