Terms and Conditions

Our Terms and Conditions

Terms and Conditions of Business for Sofiera

Terms of Agreement

These terms and conditions apply to our online business for Sofiera found under www.sofiera.com and www.sofiera.co.uk

When placing an online order with us online via Sofiera.com or Sofiera.co.uk, these Terms and Conditions of Business constitute a legally binding agreement between the customer placing the order and ourselves.

The customer is responsible to review these Terms and Conditions before placing an order on our website or requesting a quotation. This is subject to the customer understanding and accepting the Terms and Conditions and our Privacy Policy. Placing an order or agreeing to place an order will be considered as acceptance of our policies.

We reserve the right to adjust our Terms and Conditions of Business from time to time and these will be updated on the website. If you have any queries regarding this please do not hesitate to contact us via email through info@sofiera.com

We reserve the right to refuse service to anyone for any reason at any time. Verbal or written abuse of any kind (including threats or retribution) of any Sofiera customer, employee will result in immediate Account termination.

 

Cancellations

We cannot process any cancellations once order has been placed. However there may be a short 24 hour window of order being placed to cancel however there may be cancellation charges of up to 25%.

We cannot accept liability for inaccurate information provided by customer and after 24 hours cancellation may not be applicable as product may have gone to print.

When placing the order, you the customer accept these terms and conditions in full. Although we will do our best to avoid charges where possible.

 

Complaints

We at Sofiera take your complaints seriously and if you are not entirely satisfied with the services provided please email us with the details. Please email us immediately with your order reference number and details of complaint. Attach photographic evidence where applicable.

Sofiera must be informed of any complaints within 48 hours/2 days of receiving the order and up to a maximum of 30 days from delivery of goods.

Refunds will only be considered after Sofiera has been given the opportunity to rectify any issues with your order. We will initially offer to reprint or replace the product where possible.

Please do reach out to us before voicing your complaints using external channels.

Customer

Customer will be notified promptly if there are any faults with the product, error in pricing and refund or replacement will be issued if we are unable to meet service agreed. 

Delivery and Shipping

All deliveries will be sent via Royal Mail UK and International post. Any changes to this will be displayed on the Delivery section of the website.

The order will be sent to the address given at checkout for delivery.

Price, currency and customs taxes will be adjusted depending on the shipping country and customer will be notified accordingly if there are any changes to the displayed fees online.

At the present time all UK delivery will be free of charge.

European countries will have a delivery fee of £9.95

Worldwide delivery fee is £19.95

These locations are subject to any changes by Royal Mail and will be under Royal Mail terms and conditions regarding delivery time for locations. We will inform you as soon as we are aware of any issues with delivery.

For UK delivery we are aiming for 5-7 business days. Estimated.

For Europe delivery we are aiming for 7-10 business days. Estimated.

For Worldwide delivery we are aiming for 10-14 business days. Estimated.

Please note we are not liable for any delay or customs restrictions that specific countries place. Delivery times will also be dependant on shipping.

If we are notified or become aware of any issues we will contact the customer as soon as practically possible.

Shipping fee will be displayed in checkout before the final step.

Undelivered items will be returned to us by Royal Mail. Refunds will not apply if items are returned undelivered.

If you change your mind about your order you have a two hour window to cancel the order and must notify us by email before this time. 

If goods are damaged you have a right to return these for a refund. You will be responsible for returning the product to us, at your cost.

Customs and import fees- you will be charged all costs for customs and import fees to your selected shipping country, please make sure you are familiar with these rules and fees that apply. Items are being shipped from the United Kingdom (UK).

For order over 10+ (quantity) t-shirts will be classified as bulk orders and additional charges may apply for extra delivery charges. Total cost of delivery will be advised after order has been placed.

Express delivery may be available on request although there will be extra charges incurred for these. Please contact us to discuss this.

Deliveries during busy periods of adverse weather conditions

At periods of seasonal high demand, or during adverse weather conditions, delivery deadlines may be missed or delayed. We will organise and arrange delivery your goods in accordance with your delivery deadline. The items will be despatched using a 3rd party courier other than Royal Mail and we will be able to provide documentary evidence for this. If the delivery is not achieved for whatever 3rd party reason, Sofiera cannot be held responsible for refund of any form. We will attempt to recover costs and expenses from our 3rd party delivery companies, but cannot guarantee any delivery or refund in these instances.

Sofiera will not be liable for any loss or expenses sustained arising from any delay or failure in the delivery of the Goods. We recommend you take out your own insurance to protect your goods.

Brexit and Deliveries Outside the UK – Extra Charges, Taxes, Duties or Fees

Due to the departure of the UK from the European Union, all deliveries from the UK to Europe, and from the UK to anywhere outside the UK maybe subject to extra charges, taxes, duties or fees. This will be your liability.  Sofiera reserves the right to charge you, the client, for these extra taxes, duties or fees. We may apply an extra charge to your order to cover some of these costs. If these costs are less then your additional charge, you will be refunded the difference. If the taxes, duties or fees are higher than any extra charge we apply, you will be responsible for payment of the difference. You accept these extra charges and ordering with a delivery address outside the UK.

For deliveries to Europe and outside the UK, Sofiera will not be responsible for any delays that occur. We will despatch the items with care and attention, and with the appropriate delivery service, but any delays will not be the responsibility of Sofiera.

 

 

Failed, or Delayed Delivery & Partial Deliveries

Sofiera will not be liable for any loss or expenses sustained arising from any delay or failure in the delivery of the Goods. We recommend you take out your own insurance to protect your goods.

 

Design/image disclaimer

If printing designs, photos or images customer provides us. You confirm that design/image is yours to use and/or free from copyright infringement.  You accept full responsibility in this event for any copyright infringement and will fully indemnify Sofiera. When ordering, emailing or uploading designs, photos or images you accept this disclaimer in full.

 

The designs online are not to scale. The size of the actual design may vary to the image online. Although we will make every effort to produce as near enough to online product as possible and there may be slight variances which must be allowed for in sizing and position of design, photo or image.

Colours of printing may differ depending on print method used.  Colours shown online may differ from final colours shown on products. We will not be held responsible for colour variations although every effort will be made to colour match as possible. It is your responsibility to state colours required if options are available. Failure to do so will mean we will use our expertise to best match on colours.

If providing images and designs these must be provided in the format required and quality of image or design may be effected when printing. If information provided to us does not meet the guidelines provided eg. image quality then we cannot be held responsible and your order will not qualify for a reprint or refund. Please contact us to discuss quality required if in doubt and we will confirm requirements.

DTF and Sublimation printed products is dependent on computer controlled output. Colours are transferred into ink colours and there may be some variation in print colours which we cannot be held responsible for. These print methods are therefore subject to some variance and multiple orders may differ. Any issues like this will fall outside our reprint and refund policy.

Some true colours cannot be matched on products, so there may be some slight variation when printed. This falls outside our reprint and refund policy.

 

Orders and online shopping

If there are any issues or queries whilst shopping online at our store please contact our customer service team for assistance at info@sofiera.com

All merchandise remains our property until payment is received. Any attempts of fraud will be reported to Authorities.

Sofiera reserves the right to cancel, place on hold or further investigate an order which may effect delivery time.

If after order is placed or payment is received a pricing error or anomaly becomes apparent we maintain the right to cancel the order. If this occurs we will contact you to correct and discuss rectification.

Please note clothing and profiles from suppliers are customised by us for sale. Sizes and colours shown online may vary as product quality is out of our control. This said we will make every effort to ensure information online is as accurate as possible and regularly quality checks will be carried out.

If the colour or size you order us not available we will contact you and offer a suitable alternative. If we are unable to fulfil your request we will cancel your order and offer a full refund.

By accepting our terms and conditions, you the customer agrees and accepts any change we make in order to process your order, with no rights of refund. Although every effort will be made to match the product to online product as close as possible.

On rare occasions, there may be factors beyond our control that may mean your order cannot be fulfilled. Issues will suppliers, stock, delivery issues may arise which are out of our control. In the event of this occurring the customer will be contacted although we will do our utmost to ensure order requirements are met.  This may mean substitution products are given. We will always try to obtain your approval for these changes, although this may not always be possible. 

Material, colour, weight, measurement or manufacturing of product may vary slightly from the images and online information. We will make every effort to make sure this information is as accurate as possible. This includes minor faults, price and stock changes.

 

Payment Options

No other payment options are available other than those displayed at check out.

Payments are collected in full at checkout. Orders will not be processed until payment has cleared.

All information concerning your card details are encrypted and secure

Sofiera reserves the right to cancel, withhold and hold to any goods if there is a legitimate reason to raise suspicion. Delivery time may be effected.

 

Personalised Orders

Once order has been placed and we have received it. We will contact you to confirm the personalisation detail before we process it. Once this has been approved we will start to process your order immediately and we will allow a short window of opportunity for changes, we cannot guarantee that we will able to meet your requests and you will be liable for the full order price. Please take care to review details and ensure information given is correct, as we cannot take responsibilities for errors in information provided to us.

Further charges may be incurred if revisions are required to additional order. Once we receive approval information is correct your decision is final. Cancellations cannot be accepted after this stage, but we will try and accommodate your request where possible.

 

Your personalised order will not be processed until confirmation is made and approval of design is gained. Request for confirmation will normally be sent out within 24-48 hours of order being placed. This will be business working hours Monday to Friday. If the design approval is not received your order will be delayed and deadlines may not be met.

Pricing

The prices stated on our website sofiera.com and sofiera.co.uk are in pounds sterling (£). Prices may be subject to change without notice and website will be updated accordingly. The price when placing the order is not likely to change but if the price has to change for an unforeseeable reason you will be advised prior to processing your order. No monies will be taken without your consent.

Pricing on the website only covers standard delivery. Express delivery can be arranged but will be subject to the customer paying for this service.

Personalisation is priced and detailed as per website.

Gifting service can also be provided for an additional charge as stated on website and may be subject to change. Website will be updated accordingly.

If prices change from our suppliers without warning we may have to review our pricing structure and customers will be informed in advance of processing order and website will be updated accordingly. This may happen after order is placed, but in this rare instance we will contact you before hand and get your agreement before processing your order

We have the right to cancel an order at anytime and will notify you of this if this is necessary.

 

Privacy policy and GDPR

Any contact with Sofiera requires you to accept our privacy policy. Please refer to privacy policy found on our website.

 

If there are any concerns regarding the terms and conditions, and / or our Privacy Policy, please just get in touch and let us help and advise you. We are here to help, and at your service.  

Products

Material, colour, weight, measurement or manufacturing of product may vary slightly from the images and online information. We will make every effort to make sure this information is as accurate as possible. This includes minor faults, price and stock changes.

Products are produced using a variety of methods, DTF, Transfer or Vinyl Heat Pressing. Method will be decided by the team processing the order.

Disclaimer

Please note, some of the items may require visual product template images to be used and therefore it may not reflect actual product accurately, although every effort will be made to ensure that product matches that displayed online.

Returns, Refunds and Reprints

Sofiera offer a full reprint or refund policy in a product supplies has an issue with it and the problem is our responsibility. 

Compliance to UK law as regards to returns policy of online good.

You have a right to return a product within 14 days if a product is faulty, not as described and a full refund.

We adhere to the Consumer Rights Act 2015, customers are entitled to a full refund, replacement when goods are faulty or not as described.

If customers have ordered the wrong size or changed their mind we have the right to refuse a refund, but this will be at our discretion.

Customers have a right to return products within 14 days of receipt of the purchase. This excludes personalised items unless faulty.

In the event of finding a fault please inform us as quickly as possible and return the product as advised.

Depending on the fault and issue with the order, we may ask  for you to return the order back to us using a trackable service so as to avoid any further issues. Return charges will be at the customer’s cost.

Please also supply photographic evidence where possible of any issues relating to the product or the print so a better idea of the initial problem will be more apparent.

Please note that refunds will be considered and discussed after Sofiera has been given every opportunity to rectify any issues with the order. Please note our Returns/Refunds/Reprint policy only extends up to a maximum of 30 days from delivery of the goods. Any complaints outside of 30 days will not be accepted.

Suppliers

Sofiera will order products for printing from reputable suppliers and customise as required. On occasion faulty or incorrect products maybe received in the batch which is out of our control. This will mean order production and delivery may be delayed. We may be able to despatch a part order as products may need re-ordering. The customer understands this supply chain issue and accepts that this is beyond the control of Sofiera and accept these terms.