Frequently Asked Questions
How is Sophie made?
Watch this short video to learn how.
How long can I keep my Sophie?
It is important to know that Sophie the giraffe is made from 100% natural rubber. This material, which is also used for feeding bottle and nipples, is natural and “live,” meaning it changes over time and under storage conditions. Therefore, some precautions are necessary.
As noted on the packaging: “Examine the product carefully before each use, especially when the child has teeth. Pull the product in all directions and discard it if shows the slightest sign of deterioration or fragility. Do not expose to direct sunlight and keep away from sources of heat.”
Sophie the giraffe, as well as nipples and pacifiers, should not be given to a child after, for example, it has been used by a first child, it has been stored or if you don’t know the conditions under which the product might have been previously used (Sophie is intended for use by only 1 child).
How do I clean my Sophie?
The best way to clean the surface of Sophie the giraffe is with a damp cloth and soapy water, which is also stated on the product packaging. We do not recommend rinsing/immersing her with water as she may become damaged.
Why do some Sophie’s look different than others?
In response to increasing supply demands, we created new equipment that allows us to manufacture more products more efficiently. Each giraffe is still handmade and requires more than 14 manual operations to fabricate it, which includes hand painting. You can learn about our manufacturing process via this video
Each Sophie the giraffe is unique. There may be differences between some Sophie’s, but all products still respect and follow European and worldwide standards.
– It is possible to find giraffes with different forms. Today, we are working with 4 versions of Sophie the giraffe molds for casting, which are in compliance with the European and worldwide standards that respect Vulli’s quality charter.
– It is possible to find fragments of different colors. Because all of our giraffes are painted manually, the color can change when paint is added or decreased, which is also the case for the natural color pigments used.
– It is possible to find a different inscription method for the traceability number. There are several ones including laser and paint that are used in our manufacturing. Please note that since July 2011, each Sophie that has been produced contains a batch number on one of its legs, which enables complete traceability of the product. Each number belongs to a specific batch tested by a certified laboratory to ensure its conformity with European and worldwide standards. In the case of any doubt, sanitary authorities that request it can consult the analysis reports. We believe we are the only toy manufacturer in the world who can provide such batch traceability and offer such a high level of security for our consumers.
How do I clean natural rubber products?
The best way to clean the surface of the natural rubber product is with a damp cloth and soapy water, which is also stated on the product packaging.
DO NOT boil
DO NOT sterilize
What is natural rubber?
The latex from the Hevea tree was first processed in 1928 using the vulcanization technique invented by Mr. Charles Goodyear.
The rubber used by Vulli comes exclusively from the Hevea trees growing in Malaysia. Each morning before the heat of the day settles in, the milky liquid that oozes from the cells beneath the bark is collected from these millions of Hevea trees. This liquid is known as “latex”.
This latex is natural, soft, elastic, waterproof, insulating and pleasant to the smell and touch.
What is the meaning of the numbers on my product?
The Vulli company has always placed the quality of its products at the heart of its concerns. For over fifty years, consumers have placed their trust in us and we do our utmost to satisfy them.
All of our products sold worldwide comply with European and global legislated standards. As such, Vulli provides its clients with products that comply with the very highest requirements. Regardless of the regulations in force in the country where they are sold, the same products are sold worldwide, meeting the most stringent legislation in all areas. Vulli has only one requirement: providing the very best to our customers.
We have even gone one step further in terms of the quality that goes into the 100% natural rubber Sophie la girafe. In fact, since July 2011, each Sophie la girafe produced has her lot number printed on the back of a leg, enabling full product traceability (production date and relevant laboratory analysis).
Each number corresponds to a batch tested by an approved laboratory and certifies its compliance with European and international standards. In case of doubt, health authorities can access these analytical reports. Moreover, we believe that we are the only toy manufacturer worldwide to offer such a high level of batch traceability, and therefore a high safety level for our consumers.
My product is defective. What do I do?
Sophie la giraffe USA warrants its products against defects in material for a period of one (1) year when purchased from sophiethegiraffe-usa.com. This does not cover normal wear and tear of product or damage caused by improper care or accidents. Please contact customer care for further assistance.
What is the return policy and warranty?
Sophie la girafe USA allows returns to be made up to 30 days after initial purchase from the sophiethegiraffe-usa.com website only. Original shipping charges will not be refunded. Your products must be unused and in their original packaging. Please include your name, email address, and order number inside the package being returned. This order number will allow us to look up your order made on sophiethegiraffe-usa.com and submit refund to the original form of payment. Products purchased from independent retailers must be returned to the original location and follow their return and refund policies. We do not offer the option of product exchanges; you will need to place a new order.
We will consider issuing replacements for products that are damaged due to manufacturer defect for up to 1 year from purchase date. This does not cover normal wear and tear of product or damage caused by improper care or accidents. These products also must have been purchased from sophiethegiraffe-usa.com.
I think I might have a counterfeit product. What should I do?
Please note that we are extremely vigilant about this issue to the best of our knowledge. Finding deeply discounted or cheap prices through search engines or on seemingly authentic Sophie la girafe sites are often a good indication that a product is counterfeit. Our products are of a premium quality and well-known. We have seen many unauthorized retailers offer ‘wholesale’ prices or ‘clearance’ and ‘sale’ discounts on counterfeit products. If a deal seems too good to be true, question it – it usually is.
If you are in the U.S., Customer Care will help to verify if your product is authentic or not. Please contact them here.
What is the delivery time?
We ship from 33049 Calle Aviador #A, San Juan Capistrano, CA 92675
Shipping takes usually 2 to 4 business days.