EXCHANGE, RETURNS & REFUND

1) Do you provide Exchange/ Returns?

Clothing

The size does not fit well? Have a change of mind? We accept exchange/ returns for items* that are unworn, unsoiled, unwashed, undamaged, unaltered, with their tags intact and in their ORIGINAL condition and packaging. All ORIGINAL parts and accessories and a copy of your Sofiq invoice, must be included in the return. Exchange/ returns can only be done once for each order.

Please complete our Exchange/ Returns/ Missing Items Form and email it back to us at sofiq.arrmsg@gmail.com within 5 business days of our dispatch date. All exchanges and returns must be acknowledged and agreed by both parties (Sofiq and customer) via email. 

Return parcels are to reach us within 10 business days of our dispatch date, or 20 business days for international orders. Returns will be acknowledged via email within 5 business days after we have received the returned item(s).

You will have to bear the shipping cost for returning the item(s) to us. We shall not be responsible for any items that are lost in transit, therefore it is advisable that you choose a delivery method that allows tracking. We recommend using registered mail or SmartPac by SingPost. Please return the item(s) to the following address:

Sofiq

9003 Tampines St 93 #03-126

Singapore 528837

Upon receipt of the returned item(s) that is/are in full satisfaction of the terms and conditions stated in our Exchange, Returns & Refund Policy, exchange will be done to the requested size. We will mail out the exchanged item(s) to you via standard courier service. In the event where the requested size is out of stock, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel. For other returns, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel. Refunds will be made only for the value of the merchandise purchased, and exclude the shipping charges paid by you as the courier service has already been rendered.

We reserve the right to reject any return request if the returned item does not meet the terms and conditions stated in our Exchange, Returns & Refund Policy. Merchandise for rejected return requests shall be returned to the customer via a postal/courier service at our discretion.

*Exclude: orders made with promotional discount codes/store credits, sale items and damaged items resulting from misuse/abuse.

Bags/ Wallets

ALL bags and wallets are NON-EXCHANGEABLE and NON-REFUNDABLE. You can rest assured that all our bags and wallets have been carefully inspected by us before they are packed and sent to our customers. Indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) and/or zip(s) are NOT defects. If you have any questions on your bag/ wallet after you have received them, do feel free to email us at sofiq.arrmsg@gmail.com within 5 business days of our dispatch date. 

2) I've received a wrong/defective item. What should I do?

We would like to sincerely apologise for sending a wrong and/or defective item to you. Please complete our Exchange/ Returns/ Missing Items Form, attach photographs of the defect(s) if applicable and email it back to us at sofiq.arrmsg@gmail.com within 5 business days. All returns must be acknowledged and agreed by both parties (Sofiq and customer) via email. Please note that indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) and/or zip(s) are NOT defects.

Postage incurred by you in the return will be reimbursed to you via Sofiq Points. All items returned must be unworn, unsoiled, unwashed, unaltered, with their tags intact and in their ORIGINAL condition and packaging. All ORIGINAL parts and accessories, a copy of your Sofiq invoice and a copy of the receipt for the postage that is incurred by you, must be included in the return. As we shall not be responsible for any items that are lost in transit, it is advisable that you choose a delivery method that allows tracking. We recommend using registered mail or SmartPac by SingPost. Please mail the wrong and/or defective item to the following address:

Sofiq

9003 Tampines St 93 #03-126

Singapore 528837

Return parcels are to reach us within 10 business days of our dispatch date, or 20 business days for international orders. Returns will be acknowledged via email within 5 business days after we have received the returned item(s).

We will replace the wrong and/or defective item(s) in the same design, colour and size as per stated in the original order. This/these replacement(s) will be mailed out to you via standard courier service. If the replacement piece is no longer in-stock, refund via Sofiq Points will be issued to you within 10 business days after the receipt of the returned parcel. You can also choose to directly receive refund via Sofiq Points instead of replacement(s). Refunds will be made only for the value of the merchandise purchased, and exclude the shipping charges paid by you as the courier service has already been rendered.

We reserve the right to reject any returns if the returned item does not meet the terms and conditions stated in our Exchange, Returns & Refund Policy. Merchandise for rejected return requests shall be returned to the customer via a postal/courier service at our discretion.

Please note that minor variations in measurement (within 4cm) are not considered as defects. Minor loose threads that do not affect the stitches on the garment, slight scratches and stains, slight asymmetry, loose buttons which can be sewn on, or any other observances which do not affect the wearability of the garment, are not considered as defects. Indentation marks on the bags/ wallets due to the storage pressure from handle(s), strap(s) and/or zip(s) are NOT defects. Variations in the colours of the physical items from the photographs on Sofiq website due to the use of professional studio lighting in the photographs, or due to variances in different computer screen calibrations, are not considered as defects. We do however strive to ensure that the screen colours are true to life, as much as possible. Defects due to misuse, abuse, washing by the customers are not considered as defects.

3) There is/are missing item(s) in my order. What should I do?

We would like to sincerely apologise for the missing item(s) in your order. Please complete our Exchange/ Returns/ Missing Items Form and email it back to us together with a copy of your Sofiq invoice at sofiq.arrmsg@gmail.com within 5 business days. All missing items must be acknowledged and agreed by both parties (Sofiq and customer) via email.

We will mail to you the missing item(s) in the same design, colour and size as per stated in the original order, via standard courier service. If the missing piece is no longer in-stock, refund via Sofiq Points will be issued to you within 10 business days after our email acknowledgement. You can also choose to directly receive refund via Sofiq Points instead of replacement(s). Refunds will be made for the value of the merchandise ordered.