Frequently Asked Questions (FAQ)

Welcome to our FAQ page! Here you'll find answers to common questions about shipping, returns, customs, and more. If you need further assistance, feel free to reach out to us.

Shipping & Delivery

How long will it take to receive my order?

We aim to dispatch all orders within 48 hours. Delivery times vary depending on your location and the brand's origin:

UK Orders: Typically delivered within 5-8 working days.
International Orders: Can take 7-20 working days depending on proximity.

For further details, please see our Shipping & Delivery page.

Where will my order be shipped from?

Each brand ships directly from their location. This means if you order from multiple brands, your items will arrive separately and in different packages.

Can I track my order?

Yes! Once your order has been dispatched, you will receive a tracking number via email, allowing you to track your order's journey.

Returns & Exchanges

What is your return policy?

We offer free returns on all orders worldwide within 14 days of receiving your items. Please visit our Returns Portal to begin your return and download your shipping label.

How do I return an item?

To return an item, simply visit our Returns Portal, enter your order details, and follow the instructions. The item must be in its original condition.

Can I exchange my item?

Currently, we only accept returns, but you can reorder the desired item through our website.

Customs & Duties

Do I have to pay duties or taxes?

For most international orders, import duties and taxes are not included in the checkout price.

How do I know if I have to pay customs charges?

Customs charges vary by country. If you’re unsure about potential fees, we recommend checking with your local customs office before placing your order.

Who pays the customs charges?

Any additional charges (such as taxes) must be paid by the recipient upon delivery.

Payments

What payment methods do you accept?

We accept all major credit cards, PayPal, and other payment methods available at checkout.

Can I use multiple discount codes?

Only one discount code can be used per order. Codes cannot be combined with other offers.

Order Issues

I made a mistake in my order, can I change it?

If your order has not yet been processed, we may be able to make changes. Please contact us immediately at info@sostter.com. If your order is already in transit, you’ll need to return the item once received.

What should I do if my item is damaged or faulty?

If your item is damaged or defective, please contact our customer service team immediately. We’ll arrange a return and issue a replacement or refund as appropriate.