FAQ

Q1: Are the products in stock?

A: Zofeia products are primarily handmade in small batches. Some items are made and prepared only after the order cut-off. Actual availability is subject to what is shown on each product page.

Q2: When is the order cut-off? When will my order ship?

A: Our cut-off is every Thursday, and we ship every Sunday. Orders placed and paid for on or before Thursday (inclusive) will be shipped on the same Sunday. Orders placed after Thursday will be shipped on the following Sunday.

Q3: When will my order arrive after it has been shipped?

A: Delivery time depends on the courier’s arrangements, delivery routes, and actual operations. If a tracking number is provided, customers can track the delivery status using the courier’s tracking information.

Q4: Why may the color or texture vary slightly between batches?

A: As our products are formulated with natural plant oils, essential oils, and beeswax—and contain no preservatives or chemical stabilizers—each batch may show slight differences in color, texture, or surface appearance (e.g., tiny bubbles, flow marks). This is normal.

Q5: Will the texture change due to temperature?

A: Yes. In warmer temperatures, the product may soften slightly or show mild oiling/separation. In cooler temperatures, it may become more solid or feel firmer. These are natural characteristics and generally do not affect quality or normal use.

Q6: How should I store the product?

A: Store in a cool, dry place away from direct sunlight and high temperatures. After use, close the cap/lid tightly and keep the bottle/jar opening clean to reduce the risk of moisture or contamination.

Q7: Is it suitable for sensitive skin or special conditions?

A: As skin conditions vary, we recommend doing a patch test behind the ear or on the inner wrist before use. If you are pregnant, breastfeeding, or have particularly sensitive skin, please consult a professional before use.

Q8: What is your return/refund policy?

A: Return/refund requests due to handmade batch variations or temperature-related texture changes will not be accepted. If you find obvious damage during shipping or receive the wrong item, please contact us within [e.g., 48 hours] of receipt and provide photos for follow-up.

Q9: How can I contact you?

A: If you have any questions, please contact us via [Instagram / WhatsApp / Email] and we will get back to you as soon as possible.

常見問題

Q1：產品是否為現貨供應？
A：Zofeia 產品以人手小批量製作為主，部分品項將按截單後製作及備貨；實際供應情況以各產品頁面顯示為準。

Q2：何時截單？何時發貨？
A：本店逢星期四截單，並於星期日寄出。凡於星期四（含）前完成下單及付款之訂單，將安排同一星期日寄出；星期四後下單之訂單，將安排於下一個星期日寄出。

Q3：寄出後預計何時送達？
A：到貨時間將視乎物流公司安排、派送路線及實際運作情況而定；如提供運單編號，顧客可按物流資訊自行追蹤配送進度。

Q4：為何每批產品的顏色或質地可能略有差異？
A：由於本產品採用天然植物油、天然精油及蜂蠟配方，且不添加防腐劑及化學穩定劑，每批產品在顏色、質地及表面紋理上或會出現輕微差異（如細小氣泡、流痕等），屬正常現象。

Q5：產品會否因氣溫而出現質地變化？
A：會。氣溫較高時，質地可能稍為變軟，或出現輕微出油／油脂分離；氣溫較低時，質地可能較為凝固或偏硬。上述情況均屬產品特性，一般不影響品質及正常使用。

Q6：產品應如何保存？
A：建議存放於陰涼乾爽處，避免陽光直射及高溫環境；使用後請妥善蓋緊並保持瓶口／罐口清潔，以減少受潮或污染之風險。

Q7：如有敏感肌膚或特殊狀況，是否適用？
A：由於個人膚質狀況各異，建議使用前先於耳後或手腕內側作局部測試；如屬孕期、哺乳期或皮膚狀況較為敏感者，建議使用前先諮詢專業人士意見。

Q8：退貨／退款安排為何？
A：如因手作批次差異或溫差引致之質地變化而提出退貨／退款申請，恕不受理。如收貨時發現貨品於運送途中出現明顯損壞或錯發，請於收貨後（可填：例如 48 小時內）聯絡本店，並提供相關照片以便跟進處理。

Q9：如何聯絡本店？
A：如有任何查詢，請透過（可填：Instagram／WhatsApp／電郵）與我們聯絡，我們會盡快回覆。