FREQUENTLY ASKED QUESTIONS ABOUT THE JEWELLERY AND SHOP WITH US

FAQ

1. DELIVERY
2. RETURN / EXCHANGE / WARRANTY
3. CARE ADVICE
4. MATERIAL
5. ENGRAVING
6. FINE / DIAMONDS
7. GIFT AND WRAPPING
8. PAYMENT OPTIONS
9. PROBLEM WITH THE WEBSHOP

1. DELIVERY

Where is my order / has it been sent?

Every weekday, web orders are sent from us. Your order is sent either the same day or the next weekday.

How do I find my tracking number to search for my package?

Today we can ask you to contact us at info@sophiebysophie.com to get your package number to apply for at Postnord. This will be automated shortly.

How long is the delivery time?  

In Sweden, the delivery time is approximately 2-4 working days. In the EU, the delivery time is about 4-8 working days and the world 3 - 10 days.

What delivery options do you offer?

You can either choose to have your package delivered with Postnord or pick up your package at our office in Stockholm at Rådmansgatan 12 on weekdays (summer closed v. 29-32).

Can I get my order with faster delivery?

If you are in a hurry, you can contact us via info@sophiebysophie.com to have your order delivered with UPS. Then it will arrive next week to you and this costs SEK 300 within Sweden.

Can I collect my order from a retailer?

Unfortunately that's not possible. However, you will find all our dealers here 

I have chosen to pick up my order at your office. When can I come and pick it up?

You can pick up your order the working day after your order is placed between 9-16. You can always contact us at info@osphiebysophie.com to find out if your order is ready.

2. RETURN / EXCHANGE / WARRANTY

I want to return my order / a piece of jewellery. How do I?

You fill in the return form that was attached to your package and send it together with the jewellery back to us by registered mail. The address is: SOPHIE by SOPHIE, Box 5213, 102 45 Stockholm

How do I get my payment back?

If you have paid by card, the money will be credited to your card within 3-5 working days of us receiving your return. - If you have paid with Klarna, your invoice will be credited.

I want to change a piece of jewellery. How do I?

Contact us at info@sophiebysophie.com and let us know what you want to change to and we will help you.

How long is the return / exchange time?  

Our open purchase and exchange policy is valid for 14 days from the time you have picked up your package.

Do you cover the return cost?  

No. We only bear the return cost if you have received an incorrect piece of jewellery or if the piece of jewellery is defective.

How long is your warranty?

Our guarantee is valid for 3 years from the date of purchase. Within this time, complaints and repairs are free of charge. Save your receipt.

My jewellery has broken. What do I do?

If your jewellery has been purchased from one of our retailers, please contact them directly for help with your complaint. - If the jewellery was bought at sophiebysophie.com or in our store, contact us and enter your order number. We will replace your jewellery with a new one or repair it if it is not left in our warehouse.

3. CARE ADVICE

How should I store my jewellery?

Your jewellery should be stored in the green velvet pouch that you have received with your order.

Can I polish my jewellery?

Yes, but use a specific polishing cloth for silver and polish carefully.

Do you sell polishing cloth?

No.

Can I bath / shower with my jewellery?

We recommend that you do not expose your jewellery to any type of liquid. Take off the jewellery if you are in contact with liquids such as water, perfume and skin lotion - as this affects the plating and allows the jewellery to discolour / loose color.

Can I "refurbish" my jewellery that has lost its luster?

You can polish your jewellery easily with a polishing cloth to bring out shine and get rid of a certain oxidation. However, you can not change the gold plating on the jewellery if it has lost colour, for example if it has been in contact with water.

Can I adjust the size of my Knot cuff?  

We recommend that you never try to bend or adjust the size of your knot cuff because it is made of solid silver - which is not bendable.

4. MATERIAL

Are your products nickel-free?

Our products are nickel free. We work with 925 sterling silver, which means 92.5% silver. The remaining 7.5% are other metals, usually copper.

I am very sensitive, what should I think about regarding your products? 

We offer nickel-free products with 925 sterling silver in our fashion jewellery.

What does a yellow-plated piece of jewellery mean?

A gold plating means that it is a gold-coloured layer that lies on top of our silver or brass jewellery.

What is the silver quality of your jewellery?

We work with 925 sterling silver in our silver jewellery - Our silver jewellery also receives a rhodium treatment which gives the silver a fine luster and prevents the material from oxidizing.

COMPLAINTS AND REPAIR

My jewellery has broken, what should I do?

If your jewellery has been purchased from one of our retailers, you can contact them directly for help with your complaint. If the jewelery was purchased on sophiebysophie.com, contact us and enter your order number. We will replace your jewellery with a new one or repair it if it is not left in our warehouse.

Can you make my jewellery?

Our guarantee is valid for 3 years and within that time repairs are free of charge. - If your jewellery was bought more than 3 years ago or if there is no receipt, we can help with the repair, but you will then be responsible for the repair cost. My Knot Cuff has gone off in the middle - Our Knot cuff is made of sterling silver, which means that if you bend the jewellery, it can break. You should be very careful if you want to adjust your cuff.

My jewellery has lost its plating. Why?

We use a gold plating on our gold-coloured jewellery. If the jewellery comes in contact with liquids such as water, perfume or body lotion, it can affect the plating color.

5. ENGRAVING

Can I engrave a piece of jewellery?

We offer engraving of letters on some of our jewellery.

What can I engrave?

Today we only engrave initials / letters.

What does it cost to engrave a piece of jewellery?

It costs SEK 200 to engrave a letter on a piece of jewellery.

What jewellery can be engraved?

We can, among other things, engrave our heart, plate, star jewellery. Contact us if you want to know if it is possible to engrave a specific piece of jewellery at info@sophiebysophie.com. - You can also engrave our Fine products. The price is adjusted according to what is desired to be engraved. How long will it take? - It takes about 2-3 weeks.

6. FINE / DIAMONDS

Can I specially order a certain size of rings?

Of course you can make a special order for a size that we do not have in our warehouse. Contact us at info@sophiebysophie.com How long does it take if I place a special order? - It takes about 6-7 weeks from the time we receive your order. What does 18 karat gold mean? - In order for gold to have enough hardness to be able to become jewellery, gold needs to be alloyed (mixed) with other metals. 18 karat gold means that 75% is gold and 25% other metals. Karat means the content of gold in a piece of jewellery.

What quality do your diamonds have?

TW SI1

7. GIFT AND WRAPPING

Can I have my order wrapped up at an extra cost?

Contact us at info@sophiebysophie.com and we will fix it! I want to order a gift box

How do I do it?

You can add our green gift box to the checkout when you have added an item to your shopping cart. Check the box for gift box. A gift box costs SEK 29. Is it possible to get a handwritten card? - Of course we can send with a handwritten card if you want it. Contact us and we will help you at info@sophiebysophie.com

Can I order a gift card?

Obvious. We have gift cards with different amounts. You can find these here.

8. PAYMENT OPTIONS

What payment options do you offer?

-Card (VISA, Master Card)
- Klarna Checkout - invoice, split the payment, pay directly, card with American Express

Can I pay by invoice?

That's fine! Then select Clear Checkout as the payment option.

Can I come to your office and buy jewellery?

Unfortunately, we do not have the opportunity to receive purchases at our office, but you can place a web order and then come and pick up your order.

9. PROBLEM WITH THE WEBSHOP

I can not place a web order - why?

Start by checking that you have chosen the right country and currency at the top of the website. Sometimes it can be a problem to complete your order if you use a browser that is not up to date. Therefore, feel free to try another browser, update the browser or try to complete the purchase via your mobile.

I want to order more of the same item - how do I do it?

It is possible to increase the number of an item once you have added it to your shopping cart.

Why is my purchase not going through?

Try testing another browser such as Chrome, Safari or Firefox. Also feel free to update your browser. Contact us at info@sophiebysophie.com and we will be happy to help.

I used a code to get a 10% discount but it was not included in my order. Why?

The code does not apply to our Fine Jewellery in 18 karat gold and diamonds/precious stones and our Charity products such as Childhood, WaterAid and Wildheart. If you have ordered something from these collections, the code will not work. The code is valid on one occasion per person.

Feel free to contact us here with questions!