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Help & FAQ

HELP & FAQ

What should I do if my order hasn't been delivered yet?

Keeping our staff and customers safe is our biggest priority so our delivery times are a little longer than usual. Waiting for a delivery? Double check your expected delivery date with the tracking number provided for overseas purchased before getting in touch. Items can be tracked online via royalmail.com. Please make every attempt to contact Royal mail directly before contacting us.

1. Check the delivery date

You can find your estimated delivery date in your Order Confirmation email – please allow until this date for your order to reach you.

 

2. Track the order online

You'll be able to track the progress of your delivery if it's been sent with a traceable service. To check this, all you need to do is to go to www.royalmail.com and check your track your item there.

If the status shows ‘shipped', your order has been sent with your local postal service and isn't traceable.

Your tracking link will be able to provide up to date information on the status of your delivery.

 

3. Contact us

If your estimated delivery date has passed and you haven't received your order, please get in touch with our Customer Care Team who can help you further.

We won't be able to provide you with additional information until this date has passed.

 

How do I return something to you from the UK or Abroad?

Off course we hope you will love every purchase, however Sosome takereturns here online! You’ll need to simply notify us by email at info@sosome.co.uk that you wish to return an item within 7 days of receipt.

  • You have 7 days from the item being delivered to you to return items unworn

  • It can take up to 14 working days for your return order to reach us before refunds are processed.

  • Refunds can take up to 10 working days to show on your account.

*All returns are subject to our original condition and fair use policies

All returned items should be sent in their original condition and packaging including tags e.g. In the unlikely event that an item is returned to us in an unsuitable condition, we may send it back to you.

 

If your returns haven't reached us after the returns time frame, please get in touch with your proof of postage so we can help you further.

 

I've received a wrong or faulty item, what should I do?

We want to sort out any issues with faulty items or wrong received items straight away in accordance with the terms of the Consumer Rights Act 2015.

As soon as you discover a fault, please contact our Customer Care Team with the following information:

 

  • The order number

  • The faulty item's name and number

  • A description of the fault

 

Please note: if your item has become faulty outside of our 7-day returns time frame, you won’t be able to create a return.

 

Do you refund delivery charges if I return something?

  • Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations

Where can I find your size guide?

 

We never want to send you something that doesn't fit properly so we have size guides available on most of our product pages to help you find the perfect fit, first time!

 

Where is your size guide displayed?

 

Check each product page or check out our Women's size guide image below for measurements, fitting tips - everything to make sure it fits perfectly and stays looking great.

sosome-size.jpg

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If the size guide isn't available on the product page, it's because some items are designed to fit standard one size UK and USA measurements.

 

 Will you be getting more stock?

 

From time to time, Sosome will restock item listed as sold out ounce we are able to recreate the original fabrics. Please note all our items a very limited in availability due to the long process it takes to create our special fabric combinations.

Please feel free to drop as an occasional email to enquire about any items for future availability

 

If you’ve placed multiple orders within a few days of each other your orders may be sent in one parcel. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If you provide a valid mobile number on your 
Sosome account, our delivery partner will also send you SMS delivery notifications.

 

How does the Sosome delivery service work in the UK and abroad?

 

You can see a full list of available delivery methods at the checkout. 

  • Standard Delivery

    unless otherwise requested, All items will be dispatched between 3-5 working days with standard postage. You can expect to receive your item within 5-10 days of dispatch if based within the UK and Europe or 14-21 days within the USA or more if you are located anywhere else. Please note that these are only estimates.

     

  • Express shipping is available at an additional charge at check out 

 

How do I Place a wholesale order?

We welcome whole sale purchase large and small. To place an order, contact us via email at info@sosome.co.uk with a screenshot of the items you want to purchase along with the quantities and size of each item. Once we have all the information, Sosome will be able to contact you with availability and the discount available.

Once the purchase order has been agreed, you will then be sent a final invoice for payment with confirmation of your delivery dates.

 

My question is not on the list, How can I contact you quickly?

For a faster response time, you can contact us via Facebook Messenger chat button on the website or via Twitter @Sosomedesigns or Instagram @ or drop us an email at info@sosome.co.uk