Frequently Asked Questions
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Ordering & delivery
What is the status of my order?
Thank you for your order! Once we have taken your package to PostNL we will send you an email with the Track & Trace information. With the Track & Trace information you can track your package.
Do you have a question about the delivery? Feel free to contact us. We are happy to help!
What is the delivery time of an order?
Ordered Tuesday through Sunday before 4 p.m. = shipped today!
We ship all orders placed Tuesday through Sunday before 4 p.m. the same day!
Packages are shipped within the Netherlands and Belgium with PostNL.
PostNL delivers packages the next day, except Sundays and Mondays, when there is no mail delivery.
What are the shipping costs?
NETHERLANDS & BELGIUM:
- Shipping within the Netherlands & Belgium: FREE with orders over €50.
- For orders up to €50, the shipping costs are €3.95.
- Delivery to a PostNL service point is €3.50
ABROAD shipment with DHL:
- Germany & Luxembourg: €6.95
- Denmark, France, Italy & Monaco: €10.95
- Czech Republik & Poland: €12.95
- Austria, Finland, Ireland, Portugal, Spain, Sweden: €15.95
- Bulgaria,Croatia, Estonia, Greece, Hungary, Lativa, Lithuania, Romania, Slovakia & Slovenia: €13.95
- San Marino, Switzerland & Vatican city: €17.95
- UK & outside EU: no delivery
- Other countries: please send an email to firstname.lastname@example.org to inquire about shipment to your country.
Costs for returning goods from abroad will be on behalve of the customer.
How can I pay?
Payment is quick, easy and safe at Sophie Stone. You can choose from various payment methods and gift cards.
Payment is secure at Sophie Stone. Throughout the webshop we use SSL: Secure Socket Layers. This is an online security system recognizable by the padlock in the address bar. You will also see 'https' instead of 'http' in the URL. This extra "s" stands for "secure. With SSL, all information between you and our shop is encrypted so that it is unreadable to third parties.
You can pay with us in different ways, namely with:
- iDeal (NL)
- Credit Card (Visa, Mastercard, American Express)
- Sofort banking
- Apple Pay & Google Pay
- Fair Fashion Gift Card
- Sustainable Fashion Gift Card
- YourGift gift card
- Webshop Giftcard
If you pay via iDEAL, you pay using the internet banking system of your own bank. It uses the same security techniques as online banking and is just as safe. If you have access to internet banking at ABN AMRO, ASN Bank, Friesland Bank, ING, Knab, Rabobank, Regiobank, SNS Bank, Triodos Bank or Van Lanschot, you can pay via iDeal at Sophie Stone.
PayPal protects your information with advanced security systems and fraud prevention systems. You can pay directly with Paypal. A Paypal account is linked to a credit card (Visa, Mastercard or American express) or your bank account.
PayPal protects your information with advanced security and fraud prevention systems. You can pay directly with Paypal. A Paypal account is linked to a credit card (Visa, Mastercard or American Express) or your bank account.
Bancontact is the most popular payment method in Belgium. Users have a physical card linked to credit in a Belgian bank account. All major Belgian banks are connected and allow payments via Bancontact. Payments are guaranteed and instantly confirmed. Moreover, payments via Bancontact are always 3D-secure.
SOFORT Banking is a payment method available in 9 European countries and is very popular in Germany. Unlike a normal bank transfer, the customer only needs to verify the payment, just like iDEAL for example. Security is of course paramount when it comes to processing payments. SOFORT's system is secured according to the security requirements for banks.
Google Pay & Apple Pay
Google Pay or Apple Pay allow you to pay directly and quickly with your saved standard data. Just click on the icons under your shopping cart and you're done.
Fair Fashion Gift Card
The Fair Fashion Giftcard can be spent at more than 60 sustainable webshop partners and offers the choice of thousands of sustainable products. So there is something for everyone! Enter the FFG code on the shopping cart page in the Discount Code/Fair Fashion Giftcard code field . The value of the Fair Fashion Giftcard will then be deducted as a discount from the total amount.
Sustainable Fashion Gift Card
Did you receive a Sustainable Fashion Giftcard as a gift? Then you can use it to pay at Sophie Stone. During checkout, select Sustainable Fashion Giftcard as payment method and enter the card number and pincode of the gift card. Then click 'redeem gift card' and the order will be completed. You can pay a maximum of €50 per order with the SFG (this is a statutory maximum). Do you have a gift card with a higher amount? Then you can spend it on several separate orders.
Your Green Gift Gift Card
Have you received a Your Green Gift gift card from your employer, for example? Then you can use it to shop with us! During checkout, choose Your Gift (the blue icon) and enter the card number and pin code of the gift card. Then click on 'redeem gift card' and the order will be completed. You can pay a maximum of €50 per order with the Your Green Gift card (this is a statutory maximum). Do you have a gift card with a higher amount? Then you can spend it on several separate orders.
Have you received a Webshop Giftcard and would like to spend it at Sophie Stone? Then convert your Webshop Giftcard to a Sophie Stone e-card. You can do this here. You will immediately receive a card number and pincode by e-mail. During checkout you choose Webshop Giftcard as payment method and enter the card number and pincode you received by email.
Sophie Stone Discount Code
You can use a discount code to get a discount on the amount of your total order. Depending on the discount code, the discount is based on a fixed amount or a percentage. A discount code is valid once and loses its value after finalizing an order.
It is not possible to pay by giro or transfer the money.
How can I pay with a gift card?
You can pay with a variety of gift cards with us:
Fair Fashion Gift Card
Enter the FFG code on the shopping cart page in the Discount Code/Fair Fashion Giftcard code field . The value of the Fair Fashion Giftcard will then be deducted from the total amount as a discount.
Sustainable Fashion Gift Card
Did you receive a Sustainable Fashion Giftcard as a gift? Then you can use it to pay at Sophie Stone. To do so, first select gift cards during checkout and then you can choose the Sustainable Fashion Giftcard in the next screen . You then enter the card number and PIN of the gift card. Then click on 'redeem gift card' and the order will be completed. You can pay up to €50 per order with the SFG (this is a statutory maximum). Do you have a gift card with a higher amount? Then you can spend it on several separate orders.
Your Gift gift card
Have you received a Your Green Gift gift card from your employer, for example? Then you can use it to shop with us! To do this, during checkout you first select gift cards and then in the next screen you can choose the Your Gift card, enter the card number and the pin code of the gift card. Then click on 'redeem gift card' and the order will be completed. You can pay a maximum of €50 per order with the Your Green Giftcard (this is a statutory maximum). Do you have a gift card with a higher amount? Then you can spend it on several separate orders.
Have you received a Webshop Giftcard and would like to spend it at Sophie Stone? Then convert your Webshop Giftcard to a Sophie Stone e-card. You can do this here. You will immediately receive a card number and pincode by e-mail. During the checkout process you first select gift cards and in the next screen you can choose the Webshop Giftcard. Then enter the card number and pincode you received by email.
Sophie Stone gift certificate
Do you have a Sophie Stone gift certificate? Then you can spend it both in-store and online. Enter the gift code in the 'Discount code or gift code' field during the last step of the checkout process.
Exchanges & returns
How can I return my order?
Is the item still not quite what you had in mind? Then you can return the item to us within 14 days of receiving your package.
The condition is that the item is unworn. Tights, underpants and make-up products cannot be returned if the packaging has been opened for hygienic reasons.
Returns can be made as follows:
- Report your return via the returns portal.
- Then return the items along with the packing slip to us through your chosen carrier (DHL, DPD or UPS).
To accommodate you, we will cover part of the cost of the return. You pay the other part during the return process in the return portal (3.95 euros).
If you prefer to drop the package off at a PostNL point, you can write the address below on the package. We will then deduct €5.50 from the refund amount. Please make sure that the original address label (with your own address) is no longer visible.
SOPHIE STONE B.V.
Postal code 55533
3505 WB Utrecht
We must receive the return shipment within 14 calendar days.
Are you in Utrecht? You can also return your order to our store at Steenweg 11, Utrecht. We are open from Tuesday - Saturday from 10.30-18.00h and on Sunday from 12.00-17.00h. We are closed on Mondays.
How can I exchange an item?
Would you like to exchange the item you ordered for another size? Then you can do this through our returns portal.
Want to exchange the item you ordered for different color or a completely different item? Then you can register your order return through our returns portal and place a new order for the other item.
You can also exchange in our store in Utrecht.
Which products cannot be returned?
Tights, underpants and makeup products cannot be returned if the packaging has been opened for hygienic reasons.
General conditions for returns are that the item is unworn and unused. You may of course try on the item at home. If you are trying on swimwear, we ask that you put it over your own underwear.
Can I return multiple orders in the same box?
You can return items from different orders in the same box. You then only need to register 1 order in the returns portal (and pay return costs only once). We do ask you to put the packing slips of both orders in the box.
Can I return my store purchase by mail?
Yes you can. You can also register your store purchase return via our returns portal. The portal explains the steps you need to take to do this.
I lost the packing slip. Can I still return my order?
Yes you can. If you put a bill in your package with the order number of your order (you'll find it in your order confirmation email), we'll figure it out!
Can I pick up my online order at the store?
Yes, you can choose the option 'pick up in store' during checkout of your online order. You then pay no shipping costs and can pick up your order at your convenience in our store in Utrecht center (Steenweg 11).
Can I return/exchange in-store?
Yes, you can also return or exchange your return to our store. You do not need to register your return in advance and you do not pay shipping costs.
Where is your store?
You can find our store at Steenweg 11 in Utrecht center. This is a 5-minute walk from the train station. Coming by car? Then you can park in the Springweg parking garage.
What are the store's opening hours?
Tuesday through Friday: 10:30 a.m. - 6 p.m.
Saturday: 10:30 a.m. - 6 p.m.
Sunday: 12 - 5 p.m.
Is the stock online the same as in the store?
Yes, everything you see in our webshop is also available in the store. For all items you can see per size how many pieces are still in stock.
Defects and repair
My item is defective. What can I do?
How annoying! We are happy to solve this for you. If you send us an email at email@example.com with a picture of the problem or drop by our store, we will solve it together.
Can you shorten or trim an item I bought/will buy from you for me?
You certainly can! We work together with the best tailor in Utrecht. Come to our store so we can pin the article for you. The tailor will pick it up and within a week you can pick it up again.
How can I contact you?
You can contact us by emailing firstname.lastname@example.org, chatting or calling 030-8779959 on Tuesdays to Saturdays from 10:30am-6:00pm and Sundays from 12:00pm-17:00pm.
Chat: via the cloud icon at the bottom right of the page
Email: email@example.com Or via the contact form below
Is your question not listed here? Feel free to contact us. We'd love to help you!