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We are sorry that something went wrong with the processing of your order. Please contact us at cs@sophia-mae.com so that we can resolve this for you within 48 hours.

THERE'S AN ITEM MISSING FROM MY ORDER, WHAT SHOULD I DO?

SHIPPING

HOW DO I PLACE AN ORDER?

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

I HAVE NOT RECEIVED AN ORDER CONFIRMATION, WHAT SHOULD I DO?

CAN I CHANGE THE DELIVERY ADRESS AFTER PLACING MY ORDER?

CAN I CANCEL MY ORDER?

THE ITEM I WANT IS SOLD OUT. WHEN WILL IT BE BACK IN STOCK?

CAN I RESERVE AN ITEM?

ORDERING

WHAT PAYMENT OPTIONS DO YOU ACCEPT?

I HAVE CHOSEN THE WRONG PAYMENT METHOD, CAN I STILL CHANGE IT?

MY PAYMENT FAILED, WHAT SHOULD I DO?

NO MONEY HAS BEEN DEDUCTED FROM MY ACCOUNT YET, DID MY ORDER GO THROUGH?

WILL I RECEIVE A CONFIRMATION OF MY PAYMENT?

PAYMENT

TO WHICH COUNTRIES DOES SOPHIA MAE DELIVER?

HOW WILL I KNOW WHEN MY PACKAGE IS SHIPPED FROM THE WAREHOUSE?

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

WHAT ARE THE DELIVERY COSTS?

HOW CAN I TRACK MY ORDER?

CAN I HAVE MY ORDER DELIVERED TO A SERVICE POINT?

IT SAYS MY ORDER HAS BEEN DELIVERED BUT I HAVEN'T RECEIVED ANYTHING, WHAT SHOULD I DO?

I RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?

I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?

WHAT IS YOUR RETURN POLICY?

HOW DO I RETURN AN ITEM?

RETURN CONDITIONS

RETURN INSTRUCTIONS

REQUEST RETURNLABEL

CAN I RETURN MULTIPLE ORDERS AT ONCE?

I RETURNED AN ITEM OVER SEVEN DAYS AGO BUT HAVEN'T HEARD ANYTHING YET, WHAT SHOULD I DO?

I ORDERED A BUNDLE OR A SET AND I WANT TO RETURN ONE ITEM. IS THAT POSSIBLE?

RETURNS

WHEN WILL I GET A REFUND FOR RETURNED ITEMS?

I HAVEN'T RECEIVED A REFUND, WHAT SHOULD I DO?

REFUNDS

ARE YOUR PRODUCTS FREE OF ANIMAL TESTING?

WHERE CAN I SEE WHAT INGREDIENTS A PRODUCT CONTAINS?

ARE YOUR PRODUCTS VEGAN?

PRODUCTS

WHAT IS THE MUSE CLUB?

WHAT IF I ALREADY HAVE A SOPHIA MAE ACCOUNT?

IF I SUBSCRIBE TO YOUR EMAILS, DOES THIS MEAN IM SIGNED UP FOR THE MUSE CLUB?

HOW DO I EARN KARMA POINTS?

WHAT HAPPENS TO POINTS EARNED IF I RETURN A PURCHASE?

CAN I COMBINE ACCOUNTS TO TRANSFER KARMA POINTS?

WHERE CAN I SEE HOW MANY KARMA POINTS I HAVE?

HOW DO I USE THE KARMA POINTS?

DO MY KARMA POINTS EXPIRE?

WHAT ARE THE LEVELS AND HOW DOES IT WORK?

HOW DO I QUALIFY FOR A LEVEL?

WHERE CAN I SEE WHAT LEVEL I'M IN?

DOES MY LEVEL STATUS EXPIRE?

HOW DO I LEAVE THE MUSE CLUB?

WHAT IF I WANT TO REJOIN?

THE MUSE CLUB

THERE'S AN ITEM MISSING FROM MY ORDER, WHAT SHOULD I DO?Updated a year ago