Shipping & Returns

By placing an order on The Sofubiki Store you agree to the below statements and processes.

Shipping

Overview

All items are sent with Royal Mail or Parcel Force – The UK’s postal service and courier company.
If you’d prefer we ship your item using another service please get in touch.

Shipping Options

⚠️ Due to recent strike action and ongoing delays from The Royal Mail, untracked shipping is currently unavailable.
All orders will be shipped using RM’s Signed & Tracked service and insured for the full amount.
Exemptions can be made in special circumstances (for example if your item is low cost) please get in touch to enquire.

Where’s my item?

Royal Mail aims to deliver items within 7 days, depending on the service used. If it’s been over a week and you’re still expecting your item – please visit this link to track your parcel and view any relevant information on it’s status.

Missing items

If you fear your item has gone missing, please send an email to store@sofubiki.com and we’ll begin the Royal Mail claims process for you. Sofubiki cannot issue a refund or replacement for items and/or shipping before a claim has been settled with Royal Mail.

Item Condition

Most items for sale on The Sofubiki Store are sealed and in mint condition, however on occasion some items may be opened due to being convention overstock or use for promotional photography. Opened items will still be mint condition.

Packaging

Each item is packaged in a thick-walled box with adequate padding and protection. On occasion recycled boxes may be used – however they will be packed to the same standard as our own boxes.

Customs and import duty

Some orders may be subject to customs charges
Any charges are calculated and applied by the receiving countries government. These charges aren’t applied by Royal Mail. The charges depend on the contents and the declared value. There may also be a handling fee applied by your countries shipping company. Sofubiki is not responsible for paying these fees and buyers should be prepared to cover any associated costs once the parcel reaches it’s destination country. Returned parcels will incur a return/admin fee.

Returns

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To begin the returns process, please email store@sofubiki.com with your order number and information. Be sure to include some images if applicable.

Gift cards and downloadable products are exempt from being returned.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t recieved a refund you’re expecting – first contact your bank or credit card company. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at store@sofubiki.com and we’ll get in touch with WooCommerce / Stripe Payments on your behalf.

Sale items and second hand goods

Only regular priced items may be refunded.
Sale items and second hand goods cannot be refunded unless an item is not as described. This will be down to our discretion once we’ve been notified of any problems.

Return Costs

You will be responsible for paying for your own shipping costs for returning your item.
Original shipping costs are non-refundable. If you are returning more expensive items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and will not be held liable for any loss.


For anything not covered above, please contact store@sofubikistore
Business Address: Flat 9, 12 Bow Common Lane, London, E3 4YU, United Kingdom