F.A.Q. - Soh Boho v

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F.A.Q.

ORDERING

I TYPED MY SHIPPING ADDRESS INCORRECTLY. NOW WHAT?

You are only able to correct the shipping address within the first 12 hours of completing your purchase. Once your order has shipped, it's no longer possible to add information or change the address. We recommend contacting your local postal office with your tracking numbers to see if they can reroute your order to another address. 

When placing orders on Soh Boho, be sure to enter a complete and accurate shipping address. 

Keep in mind that Soh Boho does not take responsibility for failed deliveries of orders placed with an incorrect shipping address.

HOW DO I CANCEL MY ORDER?

You may cancel an order by sending us an email. A request must be sent within 12hrs after placing the order on our website.


WHAT PAYMENT METHOD DOES SOH BOHO ACCEPT?

We accept Paypal, Visa, MasterCard and you can pay with your credit card if you don’t have a PayPal account (You can check out as a guest / Pay with Debit or Credit Card (No account required). Our payment methods are safe and secure.  

HOW SECURE IS MY PAYMENT INFORMATION?

We are using a platform that has SSL certificate. Soh Boho carefully protects your personal information. All payment information are encrypted and secured.


WHERE CAN I FIND MY ORDER CONFIRMATION?

When you place an order with Soh Boho an order confirmation email will be sent to the email address associated with your Soh Boho account. You'll also receive email and push notification updates when your order status changes. If you don't receive an order confirmation email, please make sure you have the correct email address entered in your Soh Boho settings.

You may also want to check your Junk or Spam folders to see if the email ended up there. We know this is an email you WANT to see! 


I ORDERED THE WRONG SIZE OR COLOR. NOW WHAT?

You can change your order within the first 24 hours of placing the order. After this period, we won't be able to make any changes. In that case, you can always return the item once received for a full refund. If the item was ordered incorrectly, the buyer is responsible for shipping charges. If you've received the wrong size or color, contact us with your order number.


WHERE WILL MY ORDER SHIP FROM?

Soh Boho is a global platform and has hundreds of products that are shipped from all over the world, but most of our products are based in the United States, Europe or Asia.


WHY WAS MY ORDER CANCELLED?

 

Sorry to hear your order was cancelled! Some common reasons for order cancellations are the items being sold out and incorrect billing or shipping information entered. In every instance, we make an effort to communicate to you that your order has been cancelled. 

If your order was cancelled and you see a pending charge on your bank account, don't worry! It will automatically disappear in a few days. 

If you're not sure why your order was cancelled, email us.

SHIPPING & DELIVERIES

WHEN WILL I RECEIVE MY ITEM(S)?

99% of orders leave the warehouse within 2-6 business days of payment. Our manufacturers are pretty consistent with processing orders timely. You will receive an email once your order ships that contain your tracking information.


WHEN WILL I RECEIVE MY ITEM(S)?

This will depend on the country destination. But since our products are coming overseas and from different warehouses, it usually takes 12 - 20 business days for the items to arrive. Our manufacturers are pretty consistent with processing orders timely. Your package is on the way! 


HOW MUCH IS SHIPPING?

The shipping costs depend on the variety and amount of items inside the package. For orders shipping to the United States the shipping is FREE! Orders shipping to other countries will have shipping charges, however we will cover some costs and use our discounted rates. Tax and other miscellaneous is shouldered by the buyer.


WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.

If you have any other questions, please email support and we will do our best to help you out.


WILL I HAVE A TRACKING NUMBER?

Yes, once the order and shipping information is verified. The orders will undergo shipment process and we will email you an update with your tracking information on it. 

Keep in mind, it takes 2-5 business days to update the tracking information in the system. So please don’t worry when the item is not found or available yet, just try again a few days later.


HOW CAN I TRACK MY ORDER?

You will receive an email update with your tracking number and status updates on your order. You will receive your email as soon as your package has shipped.

Keep in mind, it takes 2-5 business days to update the tracking information in the system. So please don’t worry when the item is not found or available yet, just try again a few days later.

If you haven't received a tracking email and it's getting close to the end of the estimated delivery window for your order, please email us at with your order number and we will get back to you with the tracking information.


HOW DO I FIND A MISSING PACKAGE THAT SHOWS IT HAS BEEN DELIVERED?

We're sorry to hear that your package is missing! The most common cause of a missing package is a mistake in the shipping address. The second most common cause is the package being delivered to a wrong address due to a shipping carrier mistake. If your tracking information shows that your package was delivered please, check with your neighbors, they could have received it.

As a reminder of Soh Boho policy, a tracking status deemed ‘delivered’ by the carrier will serve as proof of delivery for all orders. 

Soh Boho is not responsible for lost or stolen claims once proof of delivery is confirmed.


WHY CAN'T MY TRACKING NUMBER BE FOUND?

Don't worry! Sometimes tracking URLs can take a 2-5 business days to register on the carrier's website. If it's getting close to the end of the estimated delivery window for your order and your tracking number still isn't working, please email us with your order number and we'll help track down your order. 


WHY HASN'T MY ORDER ARRIVED YET?

Since our products are coming overseas and from different warehouses, it usually takes 12 - 20 business days for the items to arrive.

If you haven't received your order and it's getting close to the end of the estimated delivery window for your order, please email us with your order number and we'll get back to you with the tracking information. 


WHY DOES MY TRACKING INFORMATION SHOW NO MOVEMENT?

Since our products are coming overseas and from different warehouses, it usually takes 12 - 20 business days for the items to arrive. Sometimes the tracking status does not change, but we can guarantee that after a few days there will be movement and you will receive your order soon. Sometimes it just needs a little more time.

If it's getting close to the end of the estimated delivery window for your order and your shipment still isn't progressing, please email us with your order number and we'll help track down your order.


I ORDERED 2 (OR MORE ITEMS) BUT I HAVE ONLY RECEIVED ONE?

We ship your orders from various international warehouses (US, Europe and Asia). Our stock is spread out over multiple fulfillment centers. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't worry if you don't receive all of your items at once… they are on the way.

 

RETURN & REFUND POLICY

AM I ELIGIBLE FOR EXCHANGE/REFUND?

If for any reason you are not satisfied with your order, you are entitled to a full refund or exchange within 14 days after receiving your order. If these days have passed, unfortunately we cannot offer you a exchange/ full refund. 

We hope to build trust and long-term relationship with our customers so we aim to provide excellent service quality and fair compensation available to resolve your problems.

Do I pay the return shipping cost?

All shipping fees when returning a product is covered by the buyer. But we will be happy to give you a full refund (this includes the shipping cost you paid when you placed the order) once we received the package,  this way we try to cover the return shipping cost. 

 

HOW DO I REQUEST FOR EXCHANGE/REFUND?

Send us an email to request an exchange or refund.


WHAT ARE THE ISSUES THAT CANNOT BE COMPENSATED WITH REFUND?

If the buyer refuses to send back the item(s). 

If the item(s) has not arrived in our warehouse. We are not responsible for lost packages,  we only make an exception when the customer provides a valid return tracking number.


WHEN WILL I GET MY REFUND?

As soon as your return has been received by our warehouse team you will receive an email from us to say your refund has been processed. Refunds are issued back to your original form of payment. Please note it can take 5-10 business days for the payment to show in your account, depending on the card issuer.


DOES SOH BOHO CHARGE FOR CUSTOMS, TAXES, VAT OR ANY OTHER FEE'S?

Soh Boho only charges for purchase price and shipping rate. We do not collect any payment for customs, taxes, VAT, currency conversion rates, or any other fees, and cannot reimburse any extra charges. 

Customs: We recommend that you contact your local customs office if you have any doubts or questions about whether or not your item will be permitted into your country. 

VAT: We do not charge for Value-Added Tax and cannot cover any charges which your country may add. 

Post Office: We cannot say for certain whether your local post will charge you for the products you order. If you have any questions, please contact your local post for more information.

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