- What products does Softfoldy offer?
Softfoldy offers foldable fabric storage boxes for convenient everyday home organization.
The product page provides information such as size, color, quantity, and other relevant product features. We recommend customers carefully read the product information before placing an order.
- What is Softfoldy’s sales area?
Softfoldy serves the European market.
You can place an order through the Softfoldy website. The order will be shipped to the specified region shown on the checkout page.
- What payment methods can I use?
Softfoldy accepts a variety of common payment methods, as shown on the checkout page.
Available payment methods include:
Visa;
Mastercard;
American Express;
Apple Pay;
Google Pay;
Other supported e-wallets (shown on the checkout page).
The payment methods available for a specific order will be displayed during checkout.
- When will my order be charged?
Payment will be processed during the online ordering process.
Once payment is complete and the order is accepted, Softfoldy will begin the order processing.
Order information will be sent to the email address you provided at checkout.
- How long does delivery take?
Standard delivery time is approximately 5-12 business days after order processing and shipment.
Delivery time may vary depending on the destination and the arrangements of the relevant carrier.
- Which carriers does Softfoldy use?
Softfoldy partners with the following delivery services:
DHL;
FedEx;
UPS Priority Service.
The specific carrier used for your order may depend on the destination and applicable delivery arrangements.
- Will I receive tracking information?
Yes.
If tracking information is available, Softfoldy will send a tracking email to the email address you provided when placing your order.
Tracking updates will be provided at the following key stages:
Order dispatch;
Arrival at carrier’s warehouse; Shipping progress;
Local delivery arrangements;
Delivery status.
Customers should check their email inbox for order and tracking information.
- What if my order hasn’t arrived after 5-12 business days?
If your order has exceeded the standard delivery period, please contact Softfoldy:
info@softfoldy.com
We will review the order and, if necessary, contact the relevant carrier to investigate the delivery status.
Depending on the specific order and the carrier’s investigation results, Softfoldy may arrange:
Reshipment; or
Full refund.
Any mandatory rights you have under European consumer law will not be affected.
- What if the package arrives damaged?
If the goods arrive damaged, please contact us by email:
info@softfoldy.com
Please provide your order number and a photo showing the condition of the goods.
Photos can help us assess the problem without returning the damaged goods.
Depending on the specific circumstances, Softfoldy may arrange a replacement or refund.
- What if my product is defective?
If the product is defective or does not conform to the purchase agreement, please contact:
info@softfoldy.com
Please provide your order number and photos or other relevant information to help us assess the problem.
Where appropriate, Softfoldy will arrange a replacement or refund, in accordance with applicable laws and regulations.
Your legal rights are not affected for goods that do not conform to the contract.
- Do I have a 14-day right to return?
For eligible online purchases, consumers generally have a 14-day statutory right to return the goods without giving a reason.
The return period usually begins from the date the consumer or a third party designated by the consumer (other than the carrier) actually receives the goods.
To exercise this right, customers can contact:
info@softfoldy.com
Please provide a clear statement indicating your decision to cancel the purchase.
Statutory withdrawal rights are subject to conditions and exceptions stipulated by applicable law.
- Do I need to state the reason for withdrawal?
No.
Where the statutory right of withdrawal applies, consumers generally do not need to state the reason for exercising that right.
Withdrawal must be made within the applicable statutory period, and the goods must be processed in accordance with applicable law.
- How to request a return?
Please send an email to:
info@softfoldy.com
Please provide the following information:
Order number;
Name used when placing the order;
Email address used at checkout;
Reason for contacting us (if applicable);
If the request involves damaged or defective goods, please provide photos or other information.
Our customer service team will review your request and provide relevant return or solution instructions.
- Can opened goods be returned?
Where the statutory right of withdrawal applies, customers can inspect the goods to determine their nature, characteristics, and function.
If the processing of the goods exceeds the scope required for such inspection, the consequences will be determined in accordance with applicable consumer protection regulations.
- How are refunds processed?
For refunds, Softfoldy will process them in accordance with applicable terms and legal requirements.
Refunds are typically processed using the original payment method unless otherwise agreed upon or required by law.
- Can I get a refund for damaged goods without returning them?
If photos clearly show that the goods were damaged upon receipt, Softfoldy can process a refund or arrange a replacement without returning the damaged goods.
Customers should first contact:
info@softfoldy.com
and provide the order number and relevant photos.
The final solution will depend on the specific order and applicable legal requirements.
- What information should I provide when contacting customer service?
For order-related inquiries, please provide the following information:
Order number;
Name;
Email address used when placing the order;
Description of the problem;
If the product is damaged or defective, please provide photos.
Providing complete order information helps us quickly locate the relevant transaction and efficiently process your inquiry.
- How do I contact Softfoldy?
You can contact Softfoldy through the following methods:
Email: info@softfoldy.com
For inquiries regarding orders, shipping, returns, or product-related matters, we recommend contacting us via email.
- How long does it take for customer service to respond?
Softfoldy is committed to responding to customer inquiries within 24 hours.
If the inquiry requires more information or communication with the logistics company, processing time may depend on the amount of information needed to resolve the issue.
- What if I entered the wrong shipping address?
Please contact Softfoldy as soon as possible:
info@softfoldy.com
If the order has not yet shipped, we will review whether the shipping information can be updated.
If the order has already shipped, available options may depend on the delivery status and the logistics company’s arrangements.
- What if I haven’t received my order?
If your order has not arrived within the stipulated delivery time, please contact:
info@softfoldy.com
We will review the order information and, where appropriate, investigate the delivery status with the relevant logistics company.
Depending on the specific circumstances and the investigation results, Softfoldy may arrange for a reshipment or refund.
- Can I cancel my order?
If you wish to cancel your order before shipment, please contact:
info@softfoldy.com
Please contact us as soon as possible.
Whether an order can be cancelled before shipment depends on its processing status.
If the order has already been shipped, statutory withdrawal and return procedures apply.
- Are products purchased from Softfoldy protected by statutory consumer rights?
Yes.
Eligible consumers still enjoy applicable mandatory consumer protection rights.
These rights include applicable statutory withdrawal rights and statutory remedies for goods that do not conform to the purchase agreement.
Nothing in this FAQ is intended to limit mandatory rights under applicable European or German law.
- Where can I find more information?
For more information about orders, products, payments, shipping, pickup, returns, or refunds, please contact:
Email: info@softfoldy.com
Website: www.softfoldy.com
Our customer support team is committed to responding within 24 hours.