Has my order been accepted?
Once your payment has been accepted, you will be redirected to a payment confirmation page. You will receive a confirmation email which will include all your order’s details. If you have not received this email, please check your spam. Should you need assistance, feel free to contact our customer service at customer@sophiebenel.com
What should I do if I haven’t received my order yet?
Log-in to your SOPHIE BENEL account to check your order status and make sure it has been accepted. You will find your order status on your account dashboard. Click on your order tracking number to be redirected to the delivery service website and to track your package. If after 10 working days, you still haven’t received your order, kindly contact the delivery service provider with your tracking number to inquire further.
Can I cancel my order after placing it?
Once you receive your order confirmation email, you will no longer be able to cancel your order. However, it is possible for you to return your items upon delivery and get a refund. We will not cover your return delivery costs.
I have the wrong item/size in my order. What should I do?
In the event of receiving the wrong item, please contact our customer service team with your order number and the wrong item’s name and product number. We will give you a return number to proceed with sending it back.
What do I do if I receive a faulty item?
SOPHIE BENEL pays a great deal of attention to the quality of its products. However, if a defect is to be reported, we kindly ask you to do so upon delivery and unboxing by sending a picture to our customer service at customer@sophiebenel.com and returning the item. We will then ship you a compliant part of the order. In the event the item is no longer in stock, we will immediately reimburse you.
I want to send a gift
The packaging at SOPHIE BENEL is designed using beautiful materials, making every unboxing feel like Christmas morning. The silky black box, the powder pink inner box, the velvet pouch already make up for an ideal gift package.The only task left is for you to complete your order and enter the address of the lucky person who will receive your gift.
How long does preparing an order take?
Your order is prepared in 24 hours and shipped the next day.
For all orders placed on Friday after 11 a.m., on weekends and on public holidays, preparation should take place the next working day.
How long does it take for my return request to be processed?
Once we receive your returns, we will promptly inspect the items in accordance with our Terms & Conditions and then refund you within 10 working days.
PAYMENTS AND DISCOUNTS
How do I pay for my order ?
We accept payments via Paypal, Credit card, Visa, Mastercard and Paylib..
After confirming my order, when will my account be debited?
Please contact your bank to know about your debit conditions and transaction timeline.Once your order has been processed and after authorization from your bank, your account will be debited. Only after we receive your payment will your order be processed.
What if I made the payment but didn’t receive the confirmation email?
Confirmation emails are typically sent in a few minutes after you place your order. If your payment went through but you didn’t receive the conformation email, kindly check your spam. For security purposes, bank checks might take a little longer when the payment is not immediately authorized or has to be manually approved.
Will my banking information be saved?
No banking information is stored when using our website. Your banking details are directly entered into a secure server managed by SOGECOMMERCE, our technical and financial service provider. Your banking information is encrypted end-to-end, thus never circulating on the web unencrypted.
Should you have further questions, please contact our customer service :
- By email at : customer@sophiebenel.com
- For returns at : return@sophiebenel.com
How do pre-orders work?
A pre-order is an order placed for an item that has not been released yet. Once you make your purchase, we will send you a confirmation email with your order request details. Once your order has been shipped out, we will send you a follow-up email with a tracking number to monitor your order.
When will my pre-order be shipped?
Deliveries take 3 to 4 weeks after confirmation of your order.
When is a pre-prder payment processed ?
You will be charged at the time of your checkout, after your order is successfully placed.
Can I make a size change or select another product ?
Order changes, whether size or product based, cannot be made. If you want to change your order, kindly cancel your current pre-order, and place a new one. If you wish to cancel your pre-order, please email us at : customer@sophiebenel.com.
Can I cancel my Pre-order and get a refund ?
Yes, you can cancel your pre-order and get a refund as long as it is done before shipment.