FAQ – Frequently Asked Questions

1. Do you deliver within Australia?

Yes. Delivery is available exclusively within Australia.

All products are delivered free of charge within Australia, with no minimum purchase requirement.

2. What is the order processing time?

After payment confirmation, orders are generally processed within 1–5 business days (Monday to Friday, excluding public holidays).

Processing Cut-off Time:

• Orders placed before 5:00 pm will be processed on the same business day.

• Orders placed after 5:00 pm will be processed starting from the next business day.

• If an order is placed on a public holiday, processing will commence on the next business day.

Once an order has been dispatched, a confirmation email with tracking details will be sent.

3. What is the estimated delivery time?

After dispatch, delivery usually takes 5–15 business days, depending on the destination address and logistics operations within Australia.

4. How can I track my order?

Once the parcel has been handed over to the courier, customers will receive:

• A tracking number

This allows order status to be monitored at any time.

5. Can I cancel my order?

Customers may request order cancellation within 35 hours of order confirmation, provided the order has not yet been prepared or dispatched.

Within this period, cancellation is generally straightforward and fully refundable.

After 35 hours, cancellation cannot be guaranteed if order processing has commenced. Once preparation begins, the process cannot be interrupted.

If cancellation is no longer possible, customers may wait for delivery and request a return according to the applicable return procedure.

6. What is your return policy?

Customers may request a return or exchange within 35 days of receiving their order.

Main conditions include:

• Items must be in original condition and unused.

• Items should preferably be returned in original packaging with all accessories and instructions included.

• A return label is included inside the parcel at the time of delivery.

7. Who covers return shipping costs?

Return shipping costs are generally the responsibility of the customer.

However, return shipping costs will be covered by us if:

• An incorrect item was delivered, or

• The item arrived damaged or faulty.

8. When will I receive my refund?

After returned items are received and verified, refunds are processed within:

• 1–5 business days

• Using the same payment method as the original order

The actual time for funds to appear depends on the bank or payment provider.

9. What payment methods do you accept?

We accept the following payment methods:

• Visa

• MasterCard

• Discover

• Diners Club

• JCB

All payments are processed in Australian dollars (AUD) using secure connections.

10. Do prices include taxes?

Yes. All prices displayed on the website include applicable taxes.

11. Do products come with a warranty?

Yes. All products are covered by applicable consumer guarantees.

If a product issue arises, customers should contact customer support for assessment of a return or replacement.

12. How can I contact you?

For assistance with orders, delivery, returns, or payments, please contact us using the details below.

Address: APT BLK 673C JURONG WEST STREET 65 #02-36, SINGAPORE 643673, SINGAPORE
Phone: +65 (909) 62391
Email: helpdesk@sofagomart.com
Business Hours: Monday to Friday, 8:00 am – 5:00 pm (excluding public holidays)

13. Can I change my delivery address?

Yes, provided the order has not yet been dispatched.

Please contact us with your order number and the updated address, and we will confirm whether the change is possible.

14. Do products require assembly?

Some items may require simple assembly.

Assembly information is provided on the product page and in the instructions included with the package.