Shopping Guide

Q:What payment methods can I use?

You can use the following payment methods:

・Credit Card (Visa, Master, AMEX)
・Shop Pay
・Google Pay
・PayPal

Q:Can I cancel the order?

You can cancel your order within 1 hour of purchase, after that, we don’t accept a cancellation. Please check the order completion email for instructions on how to cancel.

Q:How many items can I order?

Certain products have purchase quantity limits. If you add it to your cart and receive an error message, please adjust the number of purchases.

Please review our shipping guidance below for important information about delivery to your location.

Shipping Details

We ship all orders from our warehouse in Japan using ECMS as our courier partner.

Shipping Destinations, Costs, and Estimated Delivery Times

Destination	Shipping Cost	Free Shipping Threshold	Estimated Delivery Time
United States	$12 (USD)	Orders $198(USD) and above	7 to 12 business days
Taiwan	$180 (NTD)	Orders $4,999(NTD) and above	3 to 6 business days
Hong Kong	$50 (HKD)	Orders $1,200(HKD)and above	3 to 5 business days

 

For any questions or concerns about shipping, please contact our customer support team at support@soeju.com

What are the returns and refund policy?

Products that are marked as returnable on the product page unworn and unaltered with original tags attached can be returned for a refund to your original payment method within 14 days of shipment.

Please note the followings when you proceed to initiate the return:

・The return shipping costs will be your responsibility.
・Additionally, if the free shipping conditions are no longer met after the return, the original shipping cost will be deducted from the refund.
・International orders that are returned will not be eligible for a refund on taxes or shipping costs. 

Returns conditions 

Please note that we cannot accept returns in the following cases.

・If 14 days have passed since the product arrived.
・If you use the product even once.
・When odor adheres, stains or damage caused by the customers.
・When processed (such as raising the hem) and washed by the customer.
・When the tag or label is separated from the product.     
・If any of the products or accessories are lost.
・Products marked as non-returnable on the product page. For details on whether a product can be returned, please check the product page on the online store.

Exchanges 

We don't offer an exchange service. If you wish to exchange the product, please return the product to us first and place the order again for the product you wish to exchange. 

About return method

If you wish to return the product, please make sure that it meets the Returns conditions, then use the return form in advance to obtain our approval and return it to the address provided by our customer support.

Please note that we will not accept returns if you return the product without prior notice and our approval.

When returning a product, please ensure that the original packaging (bag, box, etc.) is kept in the same condition as when it was delivered. Pack the product securely to prevent it from becoming soiled or damaged during the return process.

After the return request is approved, our customer support will inform you of the shipping address.

We will process the refund within 5 business days of receiving the returned product.

Please note that the actual timing of when the refund appears in your account may vary depending on your credit card company or bank. 

For any inquiries, please feel free to contact us at: support@soeju.com