Frequent questions
Command
It is very simple to place an order on the Sofiaman online store. You just need to follow these steps:
1. Choose the desired category.
2. Access the product(s) you are interested in and click on the photo to enlarge it and see every detail of the product.
3. When you have found a product you want to purchase, press the Add to cart button. The product will be automatically added to your basket and you will be able to continue browsing the online store without any problems. Using the shopping cart view option, you will be able to make changes to the quantities you wish to purchase or discard one, more or all of the products in the cart.
4. To return to the site and add other products to the cart, click the Continue shopping button.
5. To complete the order, press the Send order button. If you are a new customer, you will first need to create a user account by completing the registration form on the page. This process will not take more than 1-2 minutes, after which you will be able to complete the order.
6.If the payment information is different from the shipping information, select the option Complete a new payment address and enter the necessary information.
7. To place the order, select the payment method you prefer and use the Order Comments field, which allows you to send any additional information. After you have made sure that you agree with the Terms and Conditions , press the button Submit the order to proceed to the next step.
8.Depending on the characteristics of your order and the available options, you may then be asked to choose a particular delivery method, which may have certain transport costs associated with it. You will be able to view the value of the delivery costs before finalizing the order.
9. Upon completion of the order, you will receive a confirmation email.
10. You can check the order status at any time by logging into your Account, in the My Orders section - View order history .
11. To find out how long your order will be delivered, go to the Deliveries and Returns section.
Do I really need to create an account?
Not. It can also be ordered without an account. However, we advise you to create an account, to see the history of your orders, to be the first to know about our news or to benefit from certain programs and special campaigns for our customers who have an account.
I can't find a specific product or size. How do I proceed?
If you can't find your favorite product or the size you want, you can always contact us at the email address comenzi@sofiaman.ro , phone number: 0758.251.577, through the chat service on the website or the contact form found here (link). If we still find it at one of our physical stores, we will bring it to our warehouse and from there it will go to you.
What size should I order?
You can consult the size chart. by clicking on the link found .... (to see exactly where it will be on the new product page). For additional information, you can contact us either at the email address comenzi@sofiaman.ro , phone number: 0758.251.577, through the chat service on the website or the contact form found here (link).
Can I try the products on the website?
Within the limit of the available stock, you can try the products at one of our physical stores (link to the page).
Can I cancel the order?
We understand perfectly, anyone can change their mind! If the products have not already been shipped, contact us at the email address comenzi@sofiaman.ro , phone number: 0758.251.577, through the chat service on the website or the contact form found here (link).
If they have been shipped, you can refuse to receive the package.
Can the order be modified?
Contact us at the email address comenzi@sofiaman.ro , phone number: 0758.251.577, through the chat service on the website or the contact form found here (link) to make the desired changes.
In case you have already paid by card, it is possible for us to either ask you (via a payment link or cash on delivery) or return a payment difference (to your account).. In the case of deliveries by cash on delivery, the courier will ask for the new amount, if applicable.
If I want to talk to someone, who do I contact?
You can contact us at 0758.251.577, at the email address comenzi@sofiaman.ro , through the chat service on the website or the contact form found here (link). You will receive an answer on the same day, if you contact us from Monday to Friday, between 8:00 and 16:30, or the next day, after these hours. Messages sent from Friday after 16:30 until Sunday evening will be answered on Monday.
I have a voucher. How do I use it?
If you have a voucher, check its validity period first. You can enter it on the checkout page in the "Voucher Code" field, After pressing the APPLY VOUCHER button, the amount corresponding to it will be deducted from the total order.
Can I buy a gift card to give to a loved one?
Of course. You can buy a gift card HERE (link) . The card ordered from our website is exclusively virtual and can only be paid by bank card. The card code will be sent by email to the loved one, who can only use it in our online store.
Physical cards can be purchased in our physical stores and can only be used there.
I received a gift card. How do I use it?
If you received an email with the gift card code, then you can only use it in our online store. You can enter it on the checkout page in the Gift Card Code field. After pressing the APPLY GIFT CARD button, the corresponding amount will be deducted from the total order. You will find additional information on the GIFT CARD page (link)
I want to send some additional instructions regarding the order. How do I proceed?
You can write any other instructions, comments or messages in the Comments section of the checkout page. We will do our best to take them into account.
I want gift wrapping. May?
Yes. We offer this service for a fee. Check the box "I want gift wrapping" (or whatever text it is) under ... (where it is on the website page).
Delivery
Here you can find all the information about the delivery of your order.
Where does www.sofiaman.ro deliver?
Together with our logistics partners we can deliver the products ordered by you to any country in the world.
What are the shipping costs?
All deliveries in Romania are free regardless of the value of the order.
Shipping costs will not be refunded for returns.
Who delivers the package?
In Romania, the parcel will be delivered by one of our local partners: Cargus, GLS, Fan Courier.
How long does it take to deliver the order?
We generally prepare orders for shipment within 1 or 2 business days of receiving them.
For delivery, please allow 1-2 working days from the dispatch of the order:
Possible delays may occur depending on various unforeseen situations.
In the unlikely event that you will not receive the parcel within the periods mentioned above, please contact us immediately at comenzi@sofiaman.ro or by phone +40758251577.
However, please consider that during very busy periods (holidays or during periods with extra discounts) it is possible to extend these times.
How can I track the order?
As soon as the order has been shipped, you will receive a shipping confirmation email and information that will help you track the order.
Can I send the order to another address?
If you want to give a gift to your loved ones or simply want us to deliver your parcel to a different address, we will gladly take care of it. In the ordering process you have the possibility to enter a different delivery address.
However, please keep in mind that in the case of orders from Romania with delivery to any other country, we will not be able to offer the cash on delivery service.
I received a defective or incorrect product. How do I proceed?
Get in touch with us at 0758.251.577, at the email address comenzi@sofiaman.ro , through the chat service on the website or the contact form found here (link). If you received a product with defects or different from the one you ordered, we will refund you the value of that product and the cost of transport or we will send you a new product, within the limits of the available stock, (in the case of the defective product) or the correct product (in the case of the wrongly shipped product ) as soon as we receive the product in our warehouses and check its condition. In addition, we will also take care of picking up the product from your address.
My package was destroyed, stolen or lost. What I do?
If, unfortunately, something like this happens, please file a complaint with the respective courier service, then notify us at 0758.251.577, at the email address comenzi@sofiaman.ro , through the chat service on the website or the contact form found here (link). Together we will do all the necessary steps to remedy this situation.
The payment
Here you can find all the information about payment methods.
What are the payment methods?
We accept the following payment methods:
1. Cash payment, by cash on delivery. If you prefer to pay the value of the order when the order is delivered to your home address, select the Payment by cash on delivery method and click on "Confirm payment".
2. Payment by debit or credit card. If you select this method, you will be redirected to our payment processor page where you will be able to enter all the necessary data to make the payment.
Why is my card declined?
Your card may be declined for one of the following reasons:
- Your card may have expired. Make sure it is not expired.
- The card may have reached the limit. Check with the bank if the amount allowed for purchases made with the card is not exceeded.
- The data entered may be wrong. Checks that data has been entered correctly in all fields.
Return and Exchange
Here you have all the information about returning and exchanging products.
In how many days can I return a product?
If for any reason you are not satisfied with the purchased products, you can return the products in the original packaging, without any explanation within 30 days from the date of receipt.
Only products accompanied by labels, in the original packaging, without signs of wear and tear, are accepted.
Can I replace a product with another size or color?
If you want to replace a product with another size or color, send us an information at comenzi@sofiaman.ro. We will check the availability of the new product and inform you immediately.
The steps for exchanging products are:
- pack the original product
- send the product to our address, together with the return form
- after receiving the package, we ship the new product.
Only products accompanied by labels, in the original packaging, without signs of wear and tear, are accepted.
International
Here you have information about orders shipped abroad
What are the delivery costs for countries other than Romania?
For European countries, shipping is €10 for orders under €150. For orders over 150 EUR, shipping is free.
For USA and Canada, shipping is €15 regardless of order value.
For the rest of the world, shipping is 25 EUR, regardless of the value of the order.
What courier do you ship internationally?
Internationally, you will benefit from DHL services.
Can additional costs occur?
Together with our collaborators we try to minimize delivery costs. The shipping cost includes the delivery of the package to the destination address. However, depending on the destination country, various other costs may occur as follows:
- no additional fees are charged for deliveries in the European Union. All taxes are included.
- for the other countries, additional fees may be charged depending on the customs system of each individual country. These are determined by the customs authorities and are payable by the recipient at the time of delivery of the package.
What is the international delivery time?
For delivery, please consider the following times depending on the destination country:
- in the EU: the delivery time is usually 3-4 working days, but it can extend up to 6-7 working days
- in the other countries: approximately 5-10 working days from the date of shipment.
Possible delays may occur depending on various unforeseen situations.
In the unlikely event that you will not receive the parcel within the periods mentioned above, please contact us immediately at comenzi@sofiaman.ro or by phone +40758251577.
However, please consider that during very busy periods (holidays or during periods with extra discounts) it is possible to extend these times.
Can I order from abroad with cash on delivery?
Not. You can only pay by card. Likewise, in the case of orders from Romania with delivery to any other country, we will not be able to offer the cash on delivery service.