New catalog for winter | up to 30% off

FAQ

 

QUESTIONS ?

 

Do you have questions? Don't hesitate to contact us, our commercial department is at your entire disposal !

We will answer you as soon as possible (a few hours maximum). contact@soo-shop.com

 

Below are some questions you often ask us:

 

  1. When will I receive my order?

Generally, orders are shipped from our warehouse within 3 business days. It then takes between 10 to 22 working days for your item to arrive at your home. During busy periods, it may take up to 6 days before shipping. Our packages move with the Post Office, we don't work with relay points.

 

  1. My order isn't complete

Due to the fact that we have different storage locations and work with different producers, you may receive your products in different packages. Thus, don't worry if you don't receive everything at the same time.

Our average delivery times are between 10 and 22 working days. It's possible that some packages may take a few more days than normal. Nevertheless, if you still haven't received your package after 35 working days after ordering, then we will give you a full refund and you can keep the item when you receive it.

Contact us at contact@soo-shop.com to notify us about an item that you haven't received.

 

  1. Can I cancel or change my order?

We process the orders you place quickly, usually within 12 hours.

For this reason, you have 12 hours after placing your order to send an email of cancellation or modification to contact@soo-shop.com.

Beyond this time your objects will have already been shipped, therefore we will not be able to modify your order.

 

  1. The article that I received is broken/defective

Despite our careful selection of trusted carriers, it is possible that your package may arrive damaged.

In this case or in the event of a design defect, contact us at contact@soo-shop.com with the following information:

  • Your order number;
  • The problem description (wrong / defective item);
  • A picture or video.

You will not need to return the product and we will refund the amount of your order directly to you in the coupon form (if you would like another form of refund, please let us know).

 

  1. What payment methods do you accept?

We accept the following payment methods on our website: Visa, American Express, MasterCard, Debit Cards, PayPal and Bank Cards.

 

  1. How secure are my information?

In order to protect your personal information, we take reasonable precautions and follow industry best practices to ensure that it isn't lost, misappropriated, accessed, disclosed, altered or inappropriately destroyed.

In the event that you provide us with your credit card information, it will be encrypted through the use of the SSL security protocol and stored with AES-256 encryption. It is important to note that while no method of transmission over the Internet or electronic storage is 100% secure, we follow all the necessary PCI-DSS requirements and implement additional generally accepted industry standards.