FAQ's
Ordering & Payment
Which payment methods do you accept
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and other major payment methods at checkout.
Can I modify or cancel my order after placing it?
Once an order is placed, we start processing it immediately. If you need to make changes, please contact us as soon as possible. While we cannot guarantee modifications, we will do our best to assist you.
Do you offer discount codes or promotions?
Yes! Sign up for our newsletter to receive exclusive discounts and promotions.
Why was my payment declined?
Payment failures may occur due to incorrect details, insufficient funds, or security settings. Try using a different payment method or contact your bank for assistance.
Is my payment information secure?
Yes, all payments are processed through encrypted and secure platforms. We do not store your payment details.
Can I use a discount code or gift card?
Yes, you can enter your discount code or gift card during checkout. If you experience any issues, feel free to reach out.
Can I place an order without creating an account?
Yes, you can check out as a guest. However, creating an account allows for faster checkout and access to your order history.
Shipping
Do you offer free shipping?
Yes, we offer free shipping on all orders within the United Kingdom, the United States and Australia. For more information, please check our Shipping Policy.
Which countries do you ship to?
We currently ship within the United States. We’re working on expanding to more countries soon – stay tuned!
How long will it take to receive my order?
- Order handling time:Â 0-1 business days, Monday to Friday. Once your order is processed, it will be shipped by one of our trusted carriers.Â
- Transit time:Â Â 4-5 business days, Monday to Friday.Â
- Estimated delivery time:Â 4-6 business days.
For more details, please refer to our Shipping Policy.
Which courier do you use?
We partner with the following reliable carriers for deliveries within the United States: UPS or FedEx.
Returns
What if I receive a defective product?
If you receive a defective item, we'll replace it at no cost. Please contact us and return the item within 30 days. For more information, see our Return Policy.
Can I cancel my order after it's placed?
Yes, we offer a 24-hour cancellation window. To cancel your order within this timeframe, please contact our support team.
What is your return policy?
We have a simple and hassle-free return process. For complete details, please visit our Return Policy.
When will I get my refund after returning a product?
Once we receive and inspect your returned item, your refund will be processed. Refunds typically appear on your original payment method within 7 business days. See our Refund Policy for details.
What is the process for exchanging a product?
For detailed information about product exchanges, please refer to our Return Policy.
Northoak Trading LLC
2106 House Avenue, Suite 475
Cheyenne, Wyoming 82001
United States
Email:Â support@sophieivy.com
Tel:Â +12622018446
Customer Service Hours:Â Monday-Friday, 9:00 AM - 5:00 PM (GMT)
Response Time:Â We AIm to reply within 1-2 business days