Shipping & Refunds
Production
Please note that each product is either completely made from start to finish by me or is designed or printed by me in my Sydney studio. For this reason I may not always have products on hand at time of purchase. Please allow up to 4 business days before your products can be shipped. If by any chance your product will take longer than 4 full business days to create, I will be in touch to notify you as soon as possible.
Candles take up to 3 weeks to cure and won’t be uploaded onto the website until they are completely ready for shipping. If you require a candle that has been sold out online please email me at info@sofiakay.com.au, and I will try my best to create it as soon as possible, but please keep in mind the 3 weeks time frame will still apply before I can ship your candle.
If you require your product sooner and it is not a candle, please get in touch with me prior to placing your order by emailing me at info@sofiakay.com.au I will do everything in my power to accomodate your request providing you have contacted me first.
Shipping:
All products ship from Sydney, Australia, and I offer shipping Australia wide and to most International countries.
Domestic Shipping:
Shipping fees within Australia will be calculated via weight and size. With standard and express options.
Please note: SOFIA.KAY will not be held responsible for any late deliveries caused by Australia Post or any third party shipping and courier companies. Australia Post is a trusted service and as such, SOFIA.KAY will not refund orders, refund shipping costs or replace orders that have been scanned as delivered, lost, or delayed. All shipping delivery time frames are calculated as estimates and can vary between states. To avoid any postage disappointments or delays, please allow for extra time when placing your order.
International Shipping:
We ship International orders with ‘Australia Post Standard International Postage’ which offers a delivery time estimate of 7-20 business days. Shipping is charged according to the weight of the order. Shipments are delivered to the receiver’s residential address only provided by the customer at the time of purchase. We ship to New Zealand, Canada, United States, and the United Kingdom. Please email info@sofiakay.com.au if your country is not included and I can try my best to arrange postage.
SOFIA.KAY will not be held responsible for any duties or tax charged by the destination country or customs office. We have no control over these charges and are unable to advise you on what duties may apply. We strongly encourage you to contact your customs office in your country for more information prior to making your purchase. SOFIA.KAY kindly requests that all customers provide their correct information when placing an order. SOFIA.KAY will not be held liable for incorrect deliveries due to input errors at the time of customer placing an order.
Pricing:
All pricing and payments are made in Australian dollars (AUD)
Currency conversions are set by your bank and may incur additional charges. We are not responsible for these additional charges and we advise you contact your financial institution to calculate the currency conversion prior to your purchase.
We strongly encourage you to read our shipping policy thoroughly before making your purchase. If you have any questions regarding our shipping policy, please get in touch by contacting me at info@sofiakay.com.au
SOFIA.KAY reserves the right to make changes to this shipping policy without notice.
Returns and Exchanges:
We do not offer any refunds or exchanges on any of our products for change of mind purchases. Refunds or exchanges will only be offered as a remedy for a faulty product or item that we have accepted responsibility for. Before any refund or exchange is issued, you must contact our customer care team at info@sofiakay.com.au outlining your order number, a description of the faulty product and images showcasing the faulty product.
Please note, in the case that we can repair, replace or exchange your faulty product, a refund will not be issued and instead a replacement product, repair or exchange will be offered. I strongly encourage you to read the refund policy thoroughly before making your purchase. If you have any questions regarding the refund policy, please get in touch by contacting: info@sofiakay.com.au
SOFIA.KAY reserves the right to make changes to this refunds policy without notice.
Hair accessories
Due to hygienic reasons, we are not permitted to offer any refunds, credit notes or exchanges on any hair accessories. No refund or exchange will be issued for change of mind purchases for any hair accessory product.
Candles
All candles are hand poured, hand crafted and sometimes made with natural materials, for this reason no two will be the same. Images should be used as a guide only. Due to the nature of the materials and processes required to create these beautiful products each scene will be unique. I always endeavour to create pieces as close as possible to what is represented in the photo and I only ship what I love and would use myself. Colours may vary depending on your computer and device screen and I do my best to accurately present colours and tones. The scenes may differ, some may have more or less bubbles some may even have air bubbles or wet spots. Items in scenes may be placed different to others , but I find this is the true beauty of my work for every piece is unique, made just for you.
The candle wax we use offers the highest performance of any candle making wax available and is a blend of purely natural coconut and soy wax. Being natural means we will sweat and have we spots, this does not affect the performance of the candle and will not be classified as faulty.
This happens because of any weather change occurring. At times a ring may be created, this called frosting. Frosting is something that happens naturally, as the wax tries to go back to it's original state. This shows that the candles are chemical free so sit back and relax!
Nature
Most candles that are made with nature scenes will have objects inside that have been hand picked from the earth around us. With that being said no two sticks are ever the same, no two shells are ever the same and nothing handpicked from the natural environment is ever the exact same. They will differ in colour, shape and size. Although I try to replicate every image I've put online, they will always be different. Even the placement will be different, due to every piece being handcrafted. I find this is the true beauty of my work, because everyone will have their own unique piece meant for them! Please make sure you are okay with this, before purchasing my products.
Notes on exchanges:
- All exchanges must adhere to our returns and exchanges policy and is at the complete discretion of SOFIA.KAY
- All exchange enquiries must be emailed to info@sofiakay.com.au prior to sending back goods
- Each exchange enquiry must include your order number and proof of purchase
- The item must be unworn, unlit, not used and in it's original condition, along with undamaged and original packaging
- Return shipping and handling fees are the entire responsibility of the customer. I recommend using a registered and trackable method of return shipping
- SOFIA.KAY will not accept any liability for lost, damaged or delayed returns
- SOFIA.KAY will not return, exchange or offer credit notes on hair accessories due to occupational health and safety regulations
- SOFIA.KAY has the right to refuse any returned items that does not comply with our returns and exchanges policy.
- You have not first contacted info@sofiakay.com.au
- Items are not returned in their original condition
- Items have been worn, damaged, lit or are returned without all of the original packaging
- Items are returned outside the specified return time frame, eg: 7 days from receiving your product
- An order includes a bespoke or customised item
Refunds:
We do not offer any refunds or exchanges on any of our products for change of mind purchases. Refunds or exchanges will only be offered as a remedy for a faulty product or item that we have accepted responsibility for.
We strongly encourage you to read our returns and exchanges policy thoroughly before making your purchase. If you have any questions regarding our returns and exchanges policy, please get in touch by contacting me at info@sofiakay.com.au
SOFIA.KAY reserves the right to make changes to this returns and exchanges policy without notice
Faulty Items and repairs:
I pride myself on delivering you exceptionally handcrafted and unique products. In the unlikely event that your product is faulty, your product will be replaced, repaired or you may receive a credit note or refund. Faulty items are entirely resolved at the discretion of SOFIA.KAY.
If you have received a faulty item, please email me at info@sofiakay.com.au within 24 hours of receiving your faulty item. You must include all of the following in your email enquiry:
- Order number
- Proof of purchase
- Clear and detailed images of the fault
- Description outlining the fault
- The item must be unworn, unlit and in original condition along with all undamaged and original packaging
- If SOFIA.KAY accepts responsibility of the faulty item, all shipping costs will be covered. A confirmation email will be sent to you outlining this prior to you sending back the faulty goods.
SOFIA.KAY reserves the right to make changes to this faulty items policy without notice.