Frequently Asked Questions (FAQ)

1. General Information

This section provides answers to common questions related to shopping through our website.

Our aim is to offer clear and practical information to support users throughout the browsing, ordering, and post-purchase experience.

2. Order Questions

How do I place an order?
Select your preferred products, add them to the shopping cart, and complete the checkout process on the website. Once payment has been successfully completed, an order confirmation email will be sent.

How do I know if my order has been confirmed?
An order confirmation email is issued once payment has been successfully authorised and order processing has commenced.

Can I cancel my order after placing it?
Yes. Orders may be cancelled within 24 hours of purchase, provided the order has not yet entered processing or dispatch.

3. Shipping Questions

Are there any shipping fees?
All products are delivered with free shipping within Australia, regardless of order value.

How long does delivery take?

• Order processing time: 1–7 business days after payment confirmation
• Estimated delivery time: 7–14 business days after dispatch

Where do you deliver?
Delivery services are available within Australia only.

4. Returns and Refunds

Can I return a product?
Yes. You may request a return within 25 days of receiving your order, provided the item is unused, undamaged, and in its original packaging with all accessories included.

A return shipping label is included inside the parcel at the time of delivery.

How do I request a return?
Please contact customer support by email and provide the following information:

• Order number
• Photos of the item, if reporting defects or transit damage

When will I receive my refund?
After the returned item has been received and inspected, refunds are processed within 2–6 business days using the original payment method. The time required for funds to appear in the account may vary depending on the financial institution.

Are return shipping costs covered?

• Change of mind or personal reasons: return shipping costs may be deducted from the refund
• Faulty or damaged items: return shipping costs are fully covered by the store

5. Product Questions

Do product colours match the images shown?
Product images are prepared to accurately represent the items. However, slight variations may occur due to lighting conditions, screen settings, or material characteristics.

6. Payment and Security

What payment methods are accepted?
Our store accepts major internationally recognised cards, including:

• Visa
• Mastercard
• American Express
• Discover
• JCB

Is my payment information secure?
Yes. All payments are protected using SSL encryption and processed through certified payment service providers that comply with recognised international security standards.

7. Customer Support

How can I contact customer support?
For assistance or enquiries, please contact us using the details below. The contact format is consistent across all policies:

Email: server@sofauphub.com
Phone: +65 (865) 76453
Address: APT BLK 126 HOUGANG AVENUE 1 #04-1522, SINGAPORE 530126, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm (AEST)
Delivery Area: Australia