FAQs

My order shipped but I need to change the address.

So sorry for the issue! You should still be able to update your address on the USPS website! If your package returns to us due to an incorrect address, it will be cancelled and refunded, though you will not receive a refund on shipping costs; you will be notified if this happens.

    Can I change the shipping address for my order?

    We will be happy to change the shipping address for you order! Please email our Customer Care team by emailing beauty@sophiamabelle.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

    Can I change the billing address for my order?

    Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

    Can I modify my order after I’ve placed it?

    No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

    I received a package but it wasn't my order!

    We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!  

    I received the wrong item.

    If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team within 14 days of delivery  with your order number and pictures of the following:

    • the stamped initial/number on the outside of your envelope or box,

    • and a picture of the products you received.

    We’ll get your correct order sent out ASAP!  If you would prefer to cancel your order, please let us know, and we will issue you a full refund.  If the item you ordered is discontinued or no longer in stock, we will cancel your order and issue you a full refund.

    The items you received in error are yours to keep.

    I am missing item(s) in my order.

    Oh no! Please email our Customer Care team within 14 days of delivery with your order number and list of missing items. Please make sure to include a photo of the items you did receive and a photo of your package. We will get back to you asap!

     

    I received broken item(s) in my order.

    We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies in order for our team to best assist you.

    My package says delivered, but I didn’t receive it.

    Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further! :)

    Why is my order unfulfilled?

    No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

    My international order is stuck in the US.

    We are super excited for you to receive your goodies, but please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan. If 21 full business days pass and you do not receive your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.

    Will my package be charged delivery/custom fees? 

    All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value. These fees are not included in your SM order and/or shipping total. SM assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient. By placing an order, you authorize Sophia+Mabelle to import your product on your behalf and agree to SM delegating the import of your products to a third party.

    My order shipped, when will it arrive?

    All of our beloved packages are sent via the US Postal Service, so delivery times vary. For orders to residents within the USA, orders typically arrive in 3-5 business days once they have shipped (business days do not include weekends or holidays). Orders outside the USA can take up to 10 - 21 business days. Our goodies love to travel and they may get to you sooner!

    Return Policy

    You can always cancel your order for a full refund prior to shipping. Unfortunately, due to the low-cost nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges. All sales are final. SM reserves the right to refuse any returns at any time. If you wish to cancel an order prior to shipping, or have any questions, please contact our Customer Care team.
    If we issue a refund to you due to shipping delays or other issues with shipping and delivery, we will refund you via the original manner in which you paid for the relevant order.  Unfortunately, we cannot direct refunds to different accounts or payment methods.

    Can I return a gift that was purchased for me?

    Unfortunately, we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!