Terms of service

I. PRODUCTS We will provide products as long as they are in stock. The range of products offered by us may change due to constraints by our suppliers, who manufacture the products. If any product is unavailable and Sophie la girafe is not able to provide alternative products of similar quality and price, the purchase will be refunded to the customer. If the product is temporarily unavailable, we will let the customer know about the expected delay by email. Product descriptions in Japanese are provided by the manufacturers. Sophie la girafe is not responsible for the contents of these Japanese instructions. We provide simple instructions for use and care in English on individual product pages when possible. If the delivered product doesn't match the description on our website, the customer has 48 hours (from the time of acceptance) to inform us about it.

II. ORDER When you click on the "confirm" button when making an order, you commit to fully accept all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve. The checkout process consists of five (5) steps: shopping cart confirmation, input of billing address (and/or shipping address), shipping options, payment, and order confirmation. The customer will be provided with the possibility of changing or reviewing any details in their order before final confirmation. As soon as we have received your order, we will send you an order confirmation.

III. PRICE AND PAYMENT Prices are displayed, and payment is processed in the currency of your choice. (Please choose your currency on the website.) Shipping and handling charges (including taxes, which depend on countries) are not included in the listed price. Shipping charges are clearly indicated during the ordering process. Occasionally, customers living in areas that are considered remote areas by our Express Couriers may be asked to pay an additional remote area surcharge after completing their order. Similarly, customers with orders that are especially large may be asked to pay an additional shipping surcharge due to COVID shipping rate increases after completing their order. In this instance, customers will be given the option to proceed with the order or to cancel and receive a refund for their order. All credit card transactions are processed securely by Shopify Payment or PayPal. It is not necessary to have a PayPal account to make a payment. Sophie la girafe does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal or Shopify Payment. For payments made with Shopify Payments, you may be subject to international transaction fees. The import of a product from Japan may be subject to taxes and custom fees in the country of delivery. These supplementary costs are the customer’s responsibility. 

IV. SHIPPING AND DELIVERY

Shipment Once an order is processed, most packages are dispatched within two (2) working days (please allow extra time for orders placed over weekends and holidays). You'll receive a shipping confirmation email after your order leaves our warehouse, which includes information such as a tracking number, at that time. All products are dispatched from Japan by airmail or a private carrier in the following list (Japan Post office, UPS, FedEx, DHL). If the product is shipped directly from the manufacturer, the shipping arrangements will be handled by the shipping carrier chosen by the manufacturer. Estimated delivery within 2 to 20 business days to many regions. Please note that 'business days' do not include weekends or holidays. Due to evolving restrictions related to COVID-19, you may temporarily see limited shipping methods available for some regions.

Shipping cost Shipping costs vary according to the parcel's weight and the shipment method of your choice. To get a shipping estimate, simply add desired items to your cart, and click “View Cart”. Under “Subtotal,” click “Calculate Shipping” and input your shipping country, state, and zip code, and your shipping cost options will be displayed. For high-volume and/or professional orders, actual shipping fees may differ from these estimates. Regarding changes to your shipping address: If you notice you need to modify your shipping address BEFORE your order has been shipped, just email us at hello@tinyspoon.com with your order number and updated shipping address, and we can make the edit. If you need to modify your shipping address AFTER we have shipped your order, please contact the responsible shipping carrier to make the change. PLEASE NOTE: This address change request will incur a fee ($15-$25+ depending on the location of the new address). We will invoice you for this address change fee. There are limited items depending on the country. If you change the country of delivery, there may be items that cannot be shipped to the new delivery location.

Express shipments (FedEx, DHL, UPS, and EMS): customers are responsible for their order's online tracking (the tracking number is included in the shipping confirmation mail). Sometimes, carriers cannot deliver a package (for instance, due to the size of the mailbox). In this case, customers may have to contact carriers directly. Sophie la girafe will not be responsible for the return of parcels that couldn't be delivered. We can reship returned packages, but the reshipping cost will be at the customer's expense. 

V. RETURN AND CANCELLATION POLICY If you are not satisfied with your order, you have seven days after receiving your order to return the item(s) for an exchange, refund, or store credit. Every inquiry must be sent by email to hello@tinyspoon.com. Please indicate what you are returning and why. To process your return, include your name, email address, and order number along with the name of the items you're returning. You will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund. In the event that a product is damaged during shipping, contact customer service at hello@tinyspoon.com and send a detailed description along with photos of the damage and your order number.