FAQ
Welcome to the Sophia Hegg universe.
Every detail matters, from the choice of fabrics to the hand-finished details. This same care extends to your experience with the brand. We have gathered here the answers to the main questions about our pieces, processes, and services.
For more personalized guidance, our team is at your disposal.
Thank you for trusting Sophia Hegg.
Who is Sophia Hegg?
Sophia Hegg is the fashion designer and creative director of the eponymous brand, founded in São Paulo in 2014, after 11 years of experience at Daslu.
Her creative vision shapes an original luxury womenswear that is free-spirited and feminine. Each collection is born from a concept and comes to life through a mix of textures, details, and hand-finished touches, in pieces that express lightness, movement, and personality.
Are the pieces handmade?
All our pieces are hand-finished, in a process that values care and attention to detail.
Each creation receives manual finishing touches that reveal the beauty of human craftsmanship. Small imperfections are part of this process and make each finish special, reflecting the Sophia Hegg identity.
Which fabrics does the brand use?
The mix of textures is one of Sophia Hegg's signatures.
Our collections explore materials such as cotton, linen, silk, and viscose, among other fabrics chosen to shape the concept of each creation.
The encounter between different materials, weaves, and textures brings movement, lightness, and personality to the pieces. The composition of each style can be checked on its page on the website.
Where can I buy Sophia Hegg outside of Brazil?
Sophia Hegg is present beyond Brazilian borders, in selected multi-brand stores in France, Portugal, Italy, Morocco, and the United States.
To find out where to discover our creations in each destination, please contact our team. We will be happy to guide you to the nearest point of sale.
What is the size chart?
Our collections feature a size range from 34 to 44, with designs that flatter different silhouettes and move with your body.
As each piece has its own unique cut and fit, we recommend checking the measurements available on the product page.
If you need more personalized guidance, our team is available to help you choose the ideal size.
Why haven't I received my order confirmation email?
As soon as your order is completed, we automatically send a confirmation email to the address provided at the time of purchase. If you cannot find it, we recommend also checking your Spam, Junk, or Promotions folders.
If the email still does not appear, our support team is available to check your order and assist you with whatever is needed.
How can I track my order?
You will receive email updates at every stage of your order, from purchase confirmation to delivery. Once your order has shipped, you will also receive the tracking number to follow your package.
How do I use my discount coupon?
Before completing your purchase, enter the coupon code in the "Discount coupon" field available at checkout and click "Apply". If the coupon meets the conditions of use, the discount will be applied automatically.
I forgot my password, what now?
On the login page, click "Forgot my password" and enter your registered email. You will receive instructions to create a new password and access your account again.
The product arrived defective; how should I proceed?
If your item has any manufacturing defects, please contact our support team within 7 calendar days of receipt. We will analyze the case and guide you through the next steps, in accordance with our Exchange and Return Policy.
Can I exchange an order purchased on the website at a physical store?
Yes, provided it is not an Outlet product and it complies with our Exchange and Return Policy.
What's the delivery time?
The delivery time varies according to the destination region.
- São Paulo (Capital): delivery within 1 business day.
- Other locations in Brazil: delivery within 4 business days.
I haven't received my tracking code, what should I do?
The tracking code is sent by email as soon as the order is dispatched. If you cannot find it, please also check your Spam, Junk, or Promotions folders.
If the provided deadline has already passed, please contact us so we can assist you.
I am trying to make a purchase, but it was not authorized. I would like to know why.
The request may not be approved for various reasons, such as a discrepancy in the information provided, restrictions from the card issuer, or a failure in payment authorization.
We recommend checking the registered information and trying again. If the issue persists, please contact your card issuer or choose another payment method. Our team is also available to assist you.
My order shows as delivered, but I haven't received it. What should I do?
First of all, please check if the order was received by a family member, doorman, or someone responsible for receiving packages at the provided address.
If you cannot locate your order, please contact our customer service team. We will check with the carrier to identify what happened and provide the best solution as quickly as possible.
What are your payment methods?
To offer a practical and secure shopping experience, Sophia Hegg accepts the following payment methods:
- PIX;
- Debit card;
- Credit card, with the option of installment payments in up to 6 interest-free installments.
The available payment options will be presented at the time of checkout.
