FAQ

BOOKINGS

How do I book an appointment?
You can easily book via our HEAT by Sophia Lie app, available on the App Store and Google Play. You can also book directly on our website. For the smoothest experience, we recommend these digital methods. If needed, you can call us, but please have your payment card ready.

Can I reschedule or cancel my booking?
Yes, but please make any changes at least 24 hours before your appointment. Late cancellations or no-shows will be charged in full.

How do I check available times?
Visit the Booking section on our website or app to view real-time availability.

I’m booking a treatment package (like HEAT Sculpt or The Full Stack). How do I schedule them?
There should always be 15 minutes between treatments. For example, if you book a 30-minute Infrared Sauna at 12:00, your next session should begin at 12:45.

Can I book with Epassi or Wellnet?
Yes. First, make your purchase via Epassi or Wellnet, then create an account with us, and email or call to book your session. Have your confirmation code ready.

Where is the Stockholm Studio located?
You’ll find us at NK Parkaden, Regeringsgatan 47, lower level (outside NK Saluhall, below SATS NK). Take the elevator or escalators down. You can also access us through NK.

BRING A FRIEND

Can I bring a friend to my session?
Absolutely, no pre-booking needed. Bring a +1 to Infrared Sauna, Ice Bath, Full-Body Cryotherapy, or the Biohacker Lounge for 295 SEK, payable upon arrival.

GIFT CARDS

What types of gift cards do you offer?
We offer two types:

  • Treatment Gift Card: Valid for treatments and products in-studio

  • Product Gift Card: Valid for online product purchases only

How do I purchase a gift card?
You can buy them online or in-studio. Physical cards come gift-wrapped. To use a Treatment Gift Card, email nk@heatbysophialie.com or call 08-762 80 79.

What are the terms?
Gift cards are valid for 1 year from the purchase date and are non-refundable and non-exchangeable.

TREATMENTS & WHAT TO BRING

What amenities are available at the studio?
We offer:

  • Women's and men's changing rooms

  • Showers and restrooms

  • Dyson hairdryers

  • Skincare and shower products by Björk & Berries

  • Lockers (no padlock needed)

  • Robes, towels, and slippers

  • On-site parking

When should I arrive?
Please arrive 10 minutes early to check in, change, and prepare for your session. Your booking starts at the scheduled time and late arrival means a shorter treatment.

Do I need a profile to book?
Yes. You’ll need a member profile and must sign a waiver confirming you're in good health and able to proceed with the treatment.

TREATMENT-SPECIFIC PREP

Infrared Sauna
Just bring yourself. We provide towels. Saunas are private (max 2 guests). Most guests sit in towels, but swimsuits are welcome.

Ice Bath Studio
Bring swimwear. Wetsuit gloves and socks are available to borrow if desired.

Full-Body Cryotherapy
We provide a face mask, headband, gloves, and boots. Please bring a non-metal sports bra/top and shorts or underwear.

LPG Massage
We provide an LPG body suit. If you’ve had recent surgery or injury, please consult with your doctor before booking.

HEAT Face Workout
No need to remove makeup beforehand. There should be a minimum of one month after any Botox or filler treatments, or follow the guidance of your aesthetician.

HEAT Body Sculpt Massage
Avoid eating 2 hours before your session.

Biohacker Lounge
No prep needed. Soft pants or tights are recommended. Ideally arrive without SPF or makeup, or remove it on-site.

In what order should I schedule treatments for best results?
While you're free to build your session flow as you wish, we recommend this order for maximum benefit:

  • Start with LPG Massage, HEAT Body Sculpt, or any massage-based treatment to stimulate circulation and lymphatic drainage.

  • Follow with Infrared Sauna to support detox and recovery.

  • End with Ice Bath or Full-Body Cryotherapy to reduce inflammation and leave you refreshed.

This flow enhances the effect of each modality, but feel free to personalize your experience based on what feels best for you.

AGE & HEALTH POLICY

Is there an age limit?
Yes. You must be 18 or older to receive treatments. Children and pets are not allowed in the studio.

Can I book a treatment while pregnant or breastfeeding?
We currently offer only Face Workout and LPG Face after the first trimester. Other treatments are not available during pregnancy or while breastfeeding.

Can I still attend if I feel unwell?
Please only visit when you're in good health, for the safety of yourself, our team, and other guests.

PAYMENTS, CREDITS & MEMBERSHIP

Can I get a refund instead of a credit?
No. If you cancel in time, a credit will be added back to your account. Payments are not refunded.

How long are credits valid?

  • 5 sessions: Valid for 6 months

  • 10 and 20 sessions: Valid for 12 months. Once expired, credits cannot be used.

NK MEMBERSHIP & POINTS

Can I earn NK points?
Yes. You earn NK points for all treatments, sessions, memberships, and product purchases made in-studio. For online purchases on treatments, points can be registered at NK Customer Service, Floor 4.

ONLINE ORDERS & RETURNS

How long does it take to receive my order?
Orders take 3–5 days to process and an additional 3–6 business days for shipping within Sweden.
For international orders, shipping typically takes 10–15 business days.

Please note that during public holidays, processing times may be longer.

Are customs or additional shipping charges included?
No. Once your package leaves Sweden, we are not responsible for customs duties or additional fees. Orders shipped outside the EU may be subject to customs charges.

We are registered in the Norwegian VOEC (VAT On E-Commerce) scheme. This means that Norwegian VAT is included in the price for orders under NOK 3,000, and you will not be charged additional import VAT or handling fees upon delivery. Please note, however, that HEAT Collagen Powder™ and HEAT Electrolyte Powder™ are excluded from this VAT exemption.

Do you cover delays caused by shipping providers?
We are not responsible for delays due to natural events, transportation strikes, or transitions between Postnord and local carriers.

Can I return an item?
Yes. You may return your item within 30 days of purchase. Products must be unused and in original, unopened packaging to be eligible for a return.

How do I initiate a return?
Email info@heatbysophialie.com with your order number. Once we approve your return, we’ll send you a shipping label to print.

When do I receive my refund?
After your return has arrived at our warehouse and been inspected, your payment will be refunded automatically to the account used at purchase.

Can I exchange an item?
We do not offer direct exchanges. The easiest way is to return the original item and place a new order for the item you want instead.

NEED HELP?

Didn’t find what you’re looking for?

We aim to respond within 24 hours on weekdays

App issues?
Ensure it’s updated to the latest version. Logging out and back in can resolve minor glitches. Still having issues? Get in touch.