FAQ
Find answers to the most commonly asked questions about shopping with Sofoline
Quick Navigation
Orders
Q:How do I place an order?
A: Browse products, add items to your cart, and proceed to checkout. Create an account or log in, enter shipping details, select payment method, and confirm your order.
Q:How do I track my order?
A: Once shipped, you'll receive a tracking email. You can also track orders in My Account > Orders. Click on any order to see real-time tracking information.
Q:Can I modify my order after placing it?
A: Orders can be modified within 1 hour of placement. After that, they enter processing and cannot be changed. Contact us immediately if you need assistance.
Q:What if I received the wrong item?
A: Contact us immediately with your order number and photos. We'll arrange a free return and send the correct item with expedited shipping.
Shipping & Delivery
Q:What are your shipping options?
A: We offer Standard (5-7 days), Express (2-3 days), and Next-Day delivery. Free standard shipping on orders over $1000.
Q:Do you ship internationally?
A: Currently, we ship to Ghana only. Shipping to other international destinations is not available at this time. Check back or contact us for updates.
Q:My package shows delivered but I haven't received it
A: Check with neighbors and any safe spots. Wait 24 hours as packages sometimes show delivered early. Then contact us with your order number for investigation.
Q:Can I change my delivery address after ordering?
A: Address changes are possible before shipping. Go to My Account > Orders or contact us immediately. Once shipped, we cannot redirect packages.
Q:Do you offer in-store pickup?
A: Currently we are online-only and don't offer in-store pickup. All orders are shipped directly to your address.
Returns & Refunds
Q:What is your return policy?
A: 30-day return window on most items. Items must be unused, in original condition with tags. Some items (fragile products, clearance) are final sale.
Q:How do I start a return?
A: Go to My Account > Orders > select order > Return Item. Pack items securely and ship to the warehouse address provided during the return process via any courier.
Q:When will I receive my refund?
A: Refunds process within 5-7 business days after we receive your return. Allow 3-5 additional days for the credit to appear in your account.
Q:Who pays for return shipping?
A: We provide free return shipping for defective items or our errors. For other returns, a $5.99 fee is deducted from your refund.
Payments & Billing
Q:What payment methods do you accept?
A: We accept Visa, MasterCard, Mobile Money (MTN, Vodafone, AirtelTigo), bank transfers, Apple Pay, and Google Pay. All transactions are secure and encrypted.
Q:When will my card be charged?
A: Your card is authorized at checkout and charged when your order ships. For pre-orders, you're charged when the item becomes available.
Q:Is my payment information secure?
A: Yes! We use industry-standard SSL encryption and never store card details. The third party payment processing company is PCI DSS compliant for your protection.
Q:Can I use multiple payment methods?
A: Currently, only one payment method can be used per order.
Products & Availability
Q:How do I know if an item is in stock?
A: Stock status is shown on each product page. 'In Stock' means ready to ship. 'Low Stock' indicates limited availability.
Q:Can I be notified when an item is back in stock?
A: Yes! You'll be automatically notified about restocked items through our weekly newsletter. Make sure you're subscribed to stay updated.
Q:Are your products authentic?
A: 100% authentic, guaranteed. We source directly from authorized manufacturers and distributors. Every item is quality-checked.
Q:Do you price match?
A: We offer a price match guarantee on identical items from authorized retailers. Contact us with the competitor's listing for review.
Q:How do I find product care instructions?
A: Care instructions are on product pages under 'Details' tab and included with your delivery. Follow them to maintain product quality.
Account & Security
Q:How do I create an account?
A: Click 'Sign Up' in the header, enter your email and create a password. Verify your email to activate your account and start shopping.
Q:I forgot my password. What do I do?
A: Click 'Forgot Password' on the login page. Enter your email and check your inbox for reset instructions. Link expires in 24 hours.
Q:How do I delete my account?
A: Contact customer service to request account deletion. Note: This is permanent and you'll lose order history and saved information.
Q:Is my personal information safe?
A: We use encryption to protect your data and never sell information to third parties. See our Privacy Policy for complete details.
Q:Can I shop without creating an account?
A: Yes, you can! Simply provide your email and phone number on the checkout page to complete your purchase.
Still Have Questions?
Can't find what you're looking for? Our customer service team is here to help! Get in touch and we'll respond as soon as possible.