An item leaked in my order, what should I do?

Damaged Items in Your Order: What to Do Next

At Sophie & Toffee, we strive to ensure that all our products reach you in perfect condition. However, we understand that sometimes things can go wrong during shipping. If you've received a damaged item in your order, we sincerely apologise for the inconvenience caused.

Understanding the Issue

While we take every precaution to pack your items securely, the pressurisation during travel is beyond our control and can sometimes result in damage or leakage. We understand how frustrating this can be, and we are here to help you resolve the issue as quickly as possible.

Steps to Take If You Receive a Damaged Item

If you find that an item in your order is significantly damaged or leaking, please follow these steps to ensure a swift resolution:

Document the Damage:
- Photos: Take clear photos of the leakage, the box it came in, and the remaining amount in the bottle.
Contact Us:
- Use the "Contact Us" button below to get in touch with our customer service team.
- Ensure you send the photos and a brief description of the issue within 14 days of receipt of your order.

How to Reach Us

To report a damaged item, please click the Contact Us link below. Our customer service team will review your case and get back to you with the next steps.

Our Commitment to You

At Sophie & Toffee, customer satisfaction is our top priority. We are committed to resolving any issues you encounter with our products and ensuring you have a positive experience with our brand.

Thank you for your understanding and cooperation.

Sophie & Toffee
Your trusted partner in resin craft supplies.
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We appreciate your patience and look forward to assisting you.

Note: This article is intended for customers who have received damaged items in their orders. For other inquiries or support, please contact our customer service team.

Sep 5, 2024