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Returns & Refunds

Returning an Item – What You Need to Know

We hope you love your purchase, but we understand that sometimes things just aren’t quite right. If you need to return something, here’s how to do it smoothly.

Important: We don’t encourage exchanges, as we work with independent boutique partners. If you’d like a different item, please return your purchase following our returns process and place a new order.

Returns Timeframe

You have 14 days from the day you receive your order to notify us of a return. Once confirmed, you’ll have another 14 days to send it back.

What Can’t Be Returned

For hygiene and quality reasons, some items are non-returnable:

  • Perishable goods such as food, drinks, plants, perfumes, and toiletries
  • Personal care items with a hygiene seal once broken—earrings, underwear, swimwear
  • Personalised or made-to-order products
  • Items that have been used, returned without original packaging or tags, or are not in a resaleable condition
  • Faulty items must be returned in their original packaging

How to Return an Item

  1. Let Us Know – Email info@sostter.com within 14 days of receiving your order. Include your order number and the item you wish to return.
  2. Receive Return Instructions – We’ll send you the return shipping address and details.
  3. Pack It Up – Ensure the item is unused, in its original packaging, and packed securely.
  4. Ship It Back – You can use any courier of your choice. Be sure to send it with tracked delivery and keep proof of postage.
  5. Refund Confirmation – Once your return arrives, we’ll check everything and process your refund.
  6. Shipping costs are non-refundable.

Note: If you’re returning multiple items from different orders, please allow up to 72 hours for all items to be processed...Thank you for your understanding!

If your refund hasn’t appeared after 15 business days, email us at info@sostter.com.

Returning an Order – Where to Send It

We work with independent brands based in the UK, EU, USA, and beyond, your return must go back to the original shipping destination of the brand. This means:

  • If your order was shipped from the UK, it must be returned to a UK address.
  • If your order was shipped from the EU, it must be returned to an EU address.
  • If your order was shipped from the USA, it must be returned to a US address.

We will confirm the correct return address when you submit your request.

Important Information for International Returns

To avoid unexpected customs fees or delays, please ensure your shipping documents are completed correctly.

Customs Declaration Requirements

If you’re returning goods from outside Europe or between the UK and EU, you will need to provide a customs declaration. This must state:

  • The parcel is clearly marked as "Returned Goods" with zero commercial value.
  • The original tracking number from when your order was shipped.

If these details are not included, or if a value is declared on the shipment, customs may apply import duties or taxes, which will either:

  • Be deducted from your refund, or
  • Charged to your original payment method.

Double-Check Before Sending

To ensure your return is processed smoothly:

✅ Use the correct return address (we will provide this when you submit your return request).
✅ Mark the package correctly as "Returned Goods" to avoid unnecessary charges.
✅ Choose a tracked shipping service and keep proof of postage.

If you’re unsure about anything, email us at info@sostter.com. and we’ll be happy to help.

Final Notes

  • The parcel remains your responsibility until it reaches us, so please use a tracked service.
  • Returned items must be in their original condition, including packaging.
  • If we receive something that doesn’t meet our return conditions, we may have to send it back to you.

Need Help?

If you have any questions, just email info@sostter.com. We’re happy to help.