FAQ's

 Order

Where is my order?

You will receive your order in 5-7 working days from the date that it is placed.
As for estimated delivery time, please check the Shipping Info page. You can log into your account >> click on "My Orders" and click on the "Track" button for more details.

Can I cancel my order?

Yes, you can. There are two types of order cancellation:

1. Cancelling a paid order.
   If your order has not been shipped out, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance.
2. Cancelling an unpaid order
   An unpaid order will be canceled automatically after 12 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
   Please note that we CANNOT cancel orders which have been shipped out. Therefore, please contact our customer service for help if you do not want the order. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

Why I didn’t get an email about my order being shipped?

Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

1. Please visit "My orders" to check the order status, it could be still in processing.
2. Please check if you loged in the account, the email is sent to the registered email address.
3. Please check your junk emails and if your email address shielded our email.

Can I change/modify my shipping address/sizes?

About shipping address changing:

1. If the order has not been shipped, you can click and edit shipping address under "My orders".
2. If the order is shipped, please contact our customer service for help.

About size changing:

1. For unpaid orders, you need to cancel the order in "My orders" and place a new one with the size you want.
2. For paid but unshipped orders, you can contact our customer service for size changing.
3. For shipped orders, the size cannot be edited. We recommends to return for size changing after you receive the parcel.

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Shipping, Return & Refunds

How long does delivery normally take?

You will receive your order in 5-7 business days from the date that it is placed.

For estimated delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on "My Orders" and click on the "Track" button for more tracking details.

 

RETURN POLICY

We hope you love what you've ordered! But just in case you're not 100% satisfied, we've made the return process super easy.

How long do I have to make a return?

You have 14 days to make a return. You must send back and upload the return tracking number within 14 days after the purchase date.

Please note that our significantly discounted sales items are eligible solely for exchanges.

 

What is the return method, and do I have to pay a return shipping charge？

There are two return methods,

1)

• Visit our returns center at https://soaqfashion.returnscenter.com/ 

• Enter your order number and email address to start

• Follow the instructions and select the items you want to return

• Once your request is approved, you will get a confirmation email with shipping guidelines

 

2) 

Please send email to customerservices@soaq.fashion with your order number / Item Number and we will issue you with return label

What items are returnable? 

• Within 14 days from the date of purchase

• In unused and resalable condition

• In the original packaging with all the tags intact

What items are non-refundable? 

 The following items cannot be returned:

• Gift cards

• Sales Discounted items ( Exchange Only) 

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What are the refund options?

The following refund options are supported:

• Refund to the original payment method

• Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us.