Frequently Asked Questions
How to Place an order? How to shop on Sophie’s Online Shopping? How can I buy? Do you have them in stock? Is it available? I need, I want, am looking for a product?
You can or You can order form our website https://sophie.co.ke/ or also from the links provided on our Facebook and Instagram pages Sophie’s Online Shopping.
How to cancel my order?
You can write an email to our customer service team firstname.lastname@example.org or send messages on our social media platform or alternatively make a call to our customer service team.
Where are we located?
We are located at Fatima court around Chaka place in Kilimani.
Do you have a pick-up point?
Yes, we have a shop at Fatima Court in Kilimani and in CBD Nairobi.
The price of the product?
Price varies from different items.
How to change the color or quantity of the product?
Customers can call our customer service number for the change of the products color or go to the cart and delete the wrong item and place the correct color
How much do we charge for delivery?
We charge a flat rate of Ksh180 within Nairobi and outside of Nairobi, we will charge according to the cities. And the delivery fee will keep reducing along our growing.
Does the product have warrant?
We don’t have a warranty but we do have an exchange policies of 7 days apart from phone they have 1 year warranty
How to use a product?
All our products are provided with a manual inside the box, customer can follow the manual or alternatively call our customer service agents for help
Can I change my product with another type of the same product?
Unfortunately, you cannot change the product after you have confirmed for delivery or after it has been delivered.
Do you do an exchange of the product if the product is of small size?
No, why? We do provide the dimensions and sizes on description we expect the customer to do the dew diligent before placing the order
How can I track my order?
After placing an order, the customer is provided with an order number this helps during tracking of your when you call our customer service team. Or you can use our order tracking page to track your order.
What is our Paybill/Till number?
Our Paybill number is 8040205 your account number is your order number.
How do I become a seller at your shop?
Currently we don’t have sellers on our shop but you can contact us for any inquiries. If you have a good product, we can arrange our partner to purchase from you.
Can the order be delivered right now?
We don’t have same day delivery services
Do you deliver outside Nairobi and at what cost?
Yes, we do deliveries outside Nairobi at a fee depending on the location
Where is you pick up point outside Nairobi?
Currently we only have a pick up point in Nairobi
What courier do you use for deliveries outside Nairobi?
We use G4s or Fargo courier
When are you restocking the items that are on stock out?
We always update our customers when we do a restock.
Why we don’t deliver items that are placed on global shipping after the two weeks?
Sometimes it takes time for the shipment thus the delay, especially there is some challenges like lock down in the cities of the suppliers
Do we do wholesales on our products?
Yes, we do wholesale for some products.
Do we offer 24 hrs. service?
Our customer service team is available for 24 hrs.
Opening and closing hours?
We are open at 8.00am to 4.00 pm, but you can place order from website 24 hrs.
How to view or add an item on the cart?
The customer will click on shopping cart to manage the shopping list you can add or remove.
How do I cancel my order and re order?
You can write us an email or send a message on our social media pages or call in for assistance.
How to place multiple orders as one order place an order as one order number/how to remove multiple orders that placed and remain with one?
You go to the shopping cart then you can manage your list you can add or remove.
Can I confirm the order on delivery before paying?
No, you cannot, but we have our return policy in case of any challenges.
Can I do cash on delivery outside Nairobi?
Currently we are not offering cash on delivery outside Nairobi。
When am I eligible for a refund or an exchange?
When the item is out of stock and you have already paid or when the item you have order is damaged or does not match the description.
Does Sophie’s Online Shopping offer repair services?
No, we don’t offer repair services.
How do I pay to Sophie’s Online Shopping? Do you allow cards?
You pay to us through our paybill number 8040205.we don’t have the PDQs currently.