FAQs

Do you offer free shipping?
Yes! We offer free standard shipping within Australia on all orders, no minimum spend required. Your items will be shipped promptly and securely using trusted local carriers.

Can I cancel my order after it's been placed?
We understand that plans can change. If you wish to cancel your order, please contact us immediately at support@sophiabay.com.

Please note:

  • Orders can only be cancelled before they are processed or shipped.

  • Once your order has been dispatched, it cannot be cancelled, but you may still return the items after delivery in accordance with our return policy.

If your order has already been shipped, please follow the return process once you receive it.

What is your return policy?
We want you to love your purchase! If you're not satisfied, you may return any item within 30 days of delivery for a refund or exchange.
To be eligible:

  • Items must be unworn, unwashed, and in original condition.

  • Tags and packaging should be intact.

For more details, please visit our Refund & Refund Policy.

How long will it take to receive my order?

  • Order Cutoff Time: 3:00 PM (AEST). Orders placed after this time will be processed on the next business day.
  • Order Handling Time: 1 to 3 business days (Monday to Friday). After this, your order will be handed over to our trusted carrier for shipment.
  • Transit Time: 5 to 8 business days (Monday to Friday).

How can I track my order?
Tracking your package is easy! After your order has shipped, you'll receive a confirmation email with a tracking number. You can also visit our Track Order page and enter your order details to see the current status.

Who pays for return shipping?
Return shipping costs are the responsibility of the customer.
We recommend using a trackable and insured courier to ensure your item is safely returned. Sophiabay is not responsible for returns lost in transit.

Need help with anything else?
We’re here for you! For any further questions or assistance, please reach out to our customer support team at support@sophiabay.com. We’re always happy to help.

Boutique Name: Sophiabay
Address: 5 Aura Place, Epping VIC 3076, Australia
E-mail: support@sophiabay.com
Phone number: ‪+61489996801‬

Customer service hours:
Monday to Friday: 09:00 am to 5:00 pm (AEST)
We aim to reply to your e-mail within 1 business day.