Q&A
Q: Can I modify or cancel my order of after confirmation?
A: After your order is submitted, we will begin processing it after 24 hours. Some of our products follow a made-to-order model, meaning that once the fabric is cut, size adjustments or returns are not possible. Therefore, once the order enters the preparation stage, modifications or cancellations will not be available.
Please review the product details carefully before placing your order to confirm whether the item is eligible for returns or exchanges.
If you need to adjust your order, please contact our customer service within 24 hours, and we will do our best to assist you.If you need to adjust your order, please contact our customer service within 24 hours, and we will do our best to assist you.
Q: Can I use multiple payment methods for a single order?
A: Currently, split payments are not supported. We recommend completing your order using a single payment method.
Q: Do SOEY offer international shipping?
A: Currently, we support shipping to most regions and countries in Asia, Europe, North America, and Oceania. In the future, we aim to expand into the African and South American markets to achieve global delivery.
Q: What are the conditions for returns or exchanges?
A: To be eligible for returns or exchanges, the item must meet the following conditions: First, please confirm whether the product is eligible for returns or exchanges when placing your order. Custom-made items under our "made-to-order" policy cannot be returned or exchanged.
Second, the returned item must be unworn, unwashed, undamaged, and in its original packaging with tags intact.
Q: Can I return or exchange an item if it has a quality issue?
A: Yes, if you receive an item with a quality issue (such as damage, stains, or obvious defects), please report it within 24 hours of receiving the package by providing photos or videos as evidence and contacting our customer service team. Once the issue is verified, we will arrange a return or exchange for you. Please ensure that the item has not been worn or washed and that the original packaging is intact.
We strongly recommend recording an unboxing video as proof to protect your rights.
Q: Who covers the return shipping costs?
A:If the return is due to a product quality issue or incorrect item shipped, we will cover the return shipping costs. If the return is for personal reasons (e.g., dislike, wrong size, etc.), the return shipping costs will be your responsibility.
Q: How do I choose the right size?
A: Each product comes with a dedicated size chart, which you can find on the product page. You can also refer to our full measurement guide on the website. If you're still unsure, please contact our customer service team—we will provide professional recommendations based on your height and body measurements to help you find the perfect fit.
Q: Will there be any color difference between the product and the pictures?
A: All our product images are taken from real items, and we strive to ensure that the colors are as accurate as possible. However, slight variations may occur due to different screen displays, so we appreciate your understanding.
Q: Will the products be restocked?
A: Items marked as Exclusice will not be restocked, while other products may be restocked periodically.
Please follow our official Instagram account or WeChat Moments for the latest updates. If you’re interested in a specific item, feel free to contact our customer service team—we will do our best to accommodate your request.
Q: How should I care for and clean my clothes?
A: Each item comes with a specific care guide, which you can find inside your package. Please follow the instructions according to the fabric type to maintain the best condition of your clothing.
Q: Will you share my information (such as order history or body measurements) with third parties?
A: No, we do not sell or share your personal information. Your data is only used for order processing and improving your shopping experience.
Q: Can I delete my account information?
A: Yes, if you wish to delete your account, please contact our customer service team, and we will process your request upon confirmation.
Q: How can I contact customer service?
A: You can reach out to us via email through the Contact page on our website or send us a direct message on our official social media accounts.
Instagram: Soey_Official
WeChat: Soey_info
Q: What are your customer service hours?
A: Monday to Friday (UK Time): 10:00 AM - 6:00 PM
Weekends & Public Holidays: Closed
We strive to respond to all inquiries within 48 hours.
Q: Do you have physical stores where I can try on the clothes?
A: We are currently an online-only brand and do not have physical stores for try-ons yet. However, with your support, our goal is to open our first physical store as soon as possible.