Frequently asked questions

PAYMENTS: We accept Visa and Amex. Payments can also be made with PayPal.

GENERAL SHIPPING

We typically ship within 3-5 business days order being placed and ship out every weekday, Monday through Friday, except on Holidays. We offer several shipping options at reasonable prices. Our account with courier companies provides detailed tracking information and an estimated delivery date. 

INTERNATIONAL SHIPPING

Depending on where you are, Customs Fees may be applicable for your order. These fees are determined by your country's Customs Department which we are unable to predict, shoulder or include in your bill. For inquiries about Customs Fees, please contact your country's Customs Department directly

DO YOU SUPPORT EXCHANGE OR REFUND?

Please refer to "View our Return Policy" 

GENERAL COMPLIMENTARY RETURNS:
If you are not satisfied with your purchase for any reason, you may return your order (in original packaging) within 30 days from the date of shipment for a full refund of the purchase price. Simply email our customer service department at essentialssophia@gmail.com to get instructions regarding returning the product.

DAMAGED + LOST ORDERS

On the rare occasion a shipment is damaged please send us a picture of the damage within 10 days of receiving the delivery and we will have a replacement sent asap.

WHAT IS THE SHIPPING COST?

Presently, we deliver only in Hong Kong SAR, and the delivery fee to an address is HK$48 for one box. For orders over HK$500, delivery is free of charge. Also, free of charge for the special Gift box, gift card for an order totalling HK$700 or over.

WHEN WILL YOU SHIP MY ORDER?

Upon receipt of your payment, gift boxes typically ship within 1-3 business days. For big and corporate orders shipping timeline can vary. 

HOW LONG DO I NEED TO WAIT FOR MY ORDER TO ARRIVE?

Please allow at least 1-3 days for delivery to your address.

If you need your gift on or by a specific date, please email us at: essentialssophia@gmail.com and we will work with you to make it happen!

We are not liable to any shipping delays, nor loss of any kind caused by unforeseen and uncontrollable circumstances, such as unreachable recipients, invalid addresses, weather conditions that affect delivery so on. In these situations, we will try its best to notify customers of the delay, and if possible, make new delivery/collection arrangements with an estimated delivery date.

CAN I SEE AND PICK UP THE ORDER?

We are an online shop, but orders can be picked up and paid COD. See this option on check out. All the gifts orders can be placed online and delivered to your address or directly to the door of your recipient.

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