Returns & Cancellations
We genuinely hope you are delighted by the design, quality, originality and value of the product(s) you receive. However, should you wish to return any items to us, we also hope to make the process as easy and smooth as possible. To help us achieve this, we would ask you to take a moment to read the information provided below.
Because each individual designer is responsible for their own store we offer two options for returns - 14 Day Return and No Returns Accepted. When designers create their shop with studioSOKO they choose one of these options. The returns policy is listed on every product page under ‘Details’. Reduced price/sale items cannot be returned.
You must notify the seller in writing if you wish to cancel your order or exchange an item, outlining your reasons for doing so. To contact the seller, sign in and click on the ‘Orders' tab in your account, then click on the enquiry button next to the relevant order.
The following items are generally non-cancellable and non-refundable:
- bespoke or personalised items specially made, or ordered, with your choice of name, fabric, message or any other unique requirement (unless it is damaged or faulty)
- perishable products, including food and flowers
- large items of furniture specially made to order
- art, sculpture, ceramics and other creative pieces ordered as special commissions
- earrings, lingerie, swimwear, beauty products and any other personal products sold with a hygiene seal
- gift vouchers
If you would like to return an item, please sign in to your account and click on the ‘Returns’ tab, then select the item and type the reason for the return. Returnable goods must be returned in the original condition to the designer’s address (included on your studioSOKO invoice). Wherever possible, items should be returned in their original packaging with any product tags/tickets still attached. Use a ‘signed for’ delivery method and obtain proof of postage. Do not destroy or dispose of any product, even if it is faulty, before arrangements have been discussed with the seller.
Once the designer has received the item and approved the return, the seller will process a refund of your order payment directly to your payment debit or credit card within 30 days at the very latest. You will be credited only for the price of the returned item, not the for the delivery cost. Cost of return postage will be at your expense unless the goods are faulty, have been incorrectly dispatched or the seller in question offers a 'free returns' service.
If you return goods to studioSOKO it will significantly impact the time it takes to process your return.
Customers have the right to cancel their order up to 7 days from the day after receipt of item(s). Saturdays, Sundays and public holidays are not included within this 7 day allowance period. Cancellation of orders must be made in writing to the seller. If the affected items have been dispatched to you prior to notification of cancellation, these items will need to be returned to the seller (at your own expense).
All sellers comply in full to the returns policy so you can order any product with complete confidence through studioSOKO.
If you have any further questions about our returns policy, please contact firstname.lastname@example.org or call +27 21 674 2775