FAQ (Frequently Asked Questions)
What is the delivery time for my order?
When you place an order at Sophie-Toulouse, the delivery times may differ from what you're used to. Our products are shipped directly from our suppliers, which allows us to lower storage and shipping costs and maintain competitive prices. The average delivery time is 6 to 10 business days (Monday to Friday, excluding public holidays).
What should I do if I haven't received my order?
Due to high demand, your order may arrive later than expected. If the estimated delivery time has passed and you still haven't received your package, please email us at info@norativ.com, and we will investigate the status of your order.
How can I exchange/return my order?
To initiate a return, please contact our customer service via info@norativ.com. Include your name, order number (e.g., #0000), and the reason for the return.
What are the return costs?
Unfortunately, return shipping costs are at your own expense, and the cost may vary depending on the carrier you choose. Please check the carrier's website for specific rates.
What are the return conditions?
You have 14 days after receiving your item to cancel your order. Returns are only accepted if:
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The withdrawal period has not expired.
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The item is in its original packaging with all labels attached.
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The item has not been used.
What payment methods do you accept?
We accept payments via credit card and PayPal. If you're unsure whether your payment method is accepted, please check the available options on the checkout page. All transactions are processed through secure and reliable systems, ensuring 100% safety.
What if I haven’t received my order confirmation?
No problem! Send us your full name and email address to info@norativ.com, and we’ll help you right away.
Can I cancel my order?
Unfortunately, cancellations are not possible. However, please email us as soon as possible at info@norativ.com with your name, order number (e.g., #0000), and the reason for the cancellation.