FAQ
Orders Returns
Q - Can I make changes to or cancel my order?
As soon as your order has been accepted, we immediately begin processing to get it to you as soon as possible. Unfortunately, this means that we are unable to make any changes to orders once placed.
Please make sure all your details are correct before checking out!
Q - What is your return policy?
Our policy is that we are happy to accept returns on both new and gently used products within 30 days of the delivery date for a refund to your original payment method or a store credit to use for future purchases. Returns will exclude the amount of outbound shipping costs and any return label fees. Return shipping is at the expense of the customer.
To initiate your return, visit our Returns Center here. If you are unhappy with any of our sets, please reach out to hello@sule-beauty.com for next steps.
Q - Can I exchange a product?
We do not offer direct exchanges on any of our products. You can return the product here instead of exchange if the product didn't work!
Q - Can I return a set?
We accept returns for Sets that are not pre-packaged in custom packaging. Sets with stand alone products can be returned to us by reaching out to our team at hello@sule-beauty.com to manually process your Set return. Please note that all products in a set must be returned in order to be eligible for a refund.
Q - How can I make an international return?
To initiate an international return, please start your process here by entering the email address you used on the original purchase here. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.
Q - An item in my order was damaged in transit! What should I do?
Please send us an email at hello@sule-beauty.com with your order number and an image of the damaged item, as well as the package your order was shipped in, and our team is happy to help you!
Q - My order shows it was delivered, but I can't locate it. What do I do?
If your tracking information is confirming delivery and you are unable to locate it, we recommend:
- Checking with your neighbors or family members to confirm the package was not left with them
- Looking at surrounding areas to confirm if the package was left around the premises
- Contacting the carrier as sometimes instances with a mis-scan may occur
If you are still unable to locate the package, please feel free to reach out to us at hello@sule-beauty.com for assistance.
Payments
Q - What payment methods do you accept?
We accept Visa, MasterCard, Discover, American Express, Shop Pay, PayPal and Klarna.
Q - What currencies do you accept?
All orders are charged in USD. Please note that all refunds are issued in USD so any discrepancies in the amount will be due to the conversion rate at the time of processing.
Q - What is Klarna?
Klarna allows customers to pay over time for transactions with no interest. A soft credit check is required to utilize Klarna, which does not affect your credit score. Additional information is available at Klarna.com.
Domestic Shipping
Q - Do you offer free shipping?
Free standard shipping is available to all US domestic orders over $35+. To be eligible for free shipping your subtotal must be greater than $60 USD once any promotions or discounts are applied. To apply this, choose our free shipping option at checkout before providing payment for your order. Excludes the purchase of Soko Glam gift cards.
Q - When will my order ship?
We process and ship all orders within 1-2 business days (Monday through Friday, not including holidays).
Due to global supply chain delays, some orders may take longer than expected to reach you. If you are experiencing any additional delays with your order, please reach out to us on hello@sule-beauty.com.
Once your order has shipped, you will receive a shipping confirmation email with your tracking information enclosed. It may take up to 24-48 hours for your tracking information to update.
Q - Where will my order ship from? How long will it take for it to arrive?
All Soko Glam orders are shipped from the US. Orders can take 3-7 business days once shipped to arrive at the final destination.
Q - Do you charge domestic sales tax?
Domestic sales tax will be applied to orders based on order destination and in compliance with federal, state and local laws.
Q - Do you ship to APO/FPO addresses?
Yes! We ship to APO and FPO addresses using USPS.
International Shipping
Q - Do you ship internationally?
We ship internationally to the following countries:
Australia, Austria, Bahrain, Bangladesh, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Korea, Latvia, Lithuania, Luxembourg, Macao, Malaysia, Malta, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, and the UK.
Q - What duties and fees are involved when shipping to one of the international countries listed?
For Austria, Bahrain, Belgium, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Korea, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, and the UK: Your package will arrive to you with no additional duties and taxes aside from any taxes applied at checkout.
Australia, Bangladesh, Bulgaria, China, Iceland, India, Indonesia, Israel, Japan, Macao, Malaysia, New Zealand, Norway, Philippines, Qatar, Saudi Arabia, Switzerland, Taiwan, Thailand, United Arab Emirates: Your package may incur additional duties and taxes upon delivery. Duties and taxes depend on your country's customs laws.
Soko Glam does not have any control over these charges and cannot estimate the amount. Customs policies vary widely, so please contact your local customs office if you would like further details.
Please note that all orders to the EU with an order value over €150 ship on a Delivery Duties Unpaid (DDU) basis, and may incur additional fees at customs.
Q - Do you offer free shipping to international countries?
We offer free shipping to all international orders $60 USD and over. To be eligible for free shipping your subtotal must be greater than $60 USD once any promotions or discounts are applied. To apply this, choose our free shipping option at checkout before providing payment for your order.
Q - It says you ship to my country, but why are shipping options not showing?
It sounds like there may be too many items in your cart. You can see the maximum shipping weight for your country below:
10 LBS - EU
8 LBS - Australia, NZ, UK
5 LBS - India, Indonesia, Malaysia, Norway, Switzerland, Singapore, Israel, Japan, HK, Korea
Once removing a few items from your cart, shipping options will re-populate.