Account Management

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

• Quick checkout process
• Easily view your order status and order history
• Receive updates detailing our new releases and special promotions

 

What if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

 

Order Issues

Can I Cancel my Order?

It depends on the status of your order. Unfortunately, if your order has been processed and awaiting dispatch or has already been dispatched we would not be able to cancel it. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

 

Can I Amend/Add/Remove An Item From My Order?

Please make sure that all details of your order should be final before you submit your order.

1. Once your order has been confirmed via email, you cannot add or remove an item to your order.

2. If you find that you placed the wrong color or size, you can reach out to us through our support email support@softosyhome.com for help. We will respond to your request within 24-48 hours.

 

Please note that requesting changes for your order is limited to the following guidelines; Changes would still be possible if:

1. An order is still in processing status

2. No promotion has been applied on the order.

3. Order changes is applicable for SIZE and COLOR as long as they have the same price.

If in case changes on your order is no longer possible, please refer to our Return Policy.

 

When will my order be processed?

We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please allow extra time for your order to be processed during holidays and sale seasons. 

 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

 

Payment, Discounts and Promotion

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

 

What payment methods do you accept?

We currently accept PayPal, credit cards (VISA, Mastercard, AMEX) , Apple Pay, G Pay and JCB payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

 

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

 

Why Was I Charged More Than The Total Amount?

Please note that the United States dollar will be charged. The amount you have seen online is only an estimate when it is turned into your country's currency based on the pre-recorded exchange rate. The Bank you are dealing with is the person who will determine the actual conversion rate in addition to the applicable foreign exchange rates.

 

We understand how much you value every amount you paid for the order. We are working hard on making improvements in our website in order to be transparent with the correct charges you will be expecting once order is placed.

 

Shipping and Delivery

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.

 

Can I Change my Shipping Address?

1. To ensure you will receive the package in time, please make sure the shipping address is accurate when placing order.

2. For change shipping address, please contact us at support@softosyhome.com. Please note that:

A. Country can not be changed after placing order. (As different country has different shipping fee free amount.)

B. We can only help you modify your shipping address BEFORE shipment.

 

If the order has already been shipped to destination country and you need to make changes on the address, we highly recommend to track your package, find out the shipping courier and reach out to them for arrangements, so they can reroute the package to the address where you want your package to be delivered.

 

How Long Is Your Shipping Time?

Shipping Info Orders will go through 2 phases before being delivered

1. Order processing time: The amount of time it takes for us to prepare your order for shipment. This involves the securing of stocks, in some cases, and the checking of Product Quality.

2. Shipping time: The amount of time it takes to receive your order after your order has shipped. Shipping times can vary depending on your location and shipping methods. Once the order has shipped, we will email your tracking information on the next day.

All packages have specific tracking information and can be tracked through Order Status.

*Due to the impact of COVID-19 on our warehouse and shipping operations, order process and shipping time may be delayed up to an additional 14 business days.

 

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

 

Will I Be Charged For Customs And Import Tax? What should I do with my package if I do not want it because of the customs taxes?

We are trying our best for you not to be charged however, because of increasingly strict customs inspection, it happens randomly. Softosy has no control over these charges and we won’t be able to give you an estimate on what the cost may be, as customs policies and import duties vary widely from country to country.

 

As per our policy, customers need to afford these charges, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned. If you need any help for invoice to get your package, please contact us at support@softosyhome.com.

 

What Courier Do You Use?

Softosy partners with major international shipping companies such as DHL, UPS, Fedex, Aramex, EMS, YanWen Express, YunExpress, AliExpress Shipping and Cainiao Super Economy.

 

We will only know what shipping courier has your package when the package actually shipped out, for you to be able to know what shipping courier has your package.

Unfortunately, you don't have the option to Change the courier, we select the best courier available in your location.

 

Refunds and Returns 

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

The Order’s Shipping Fee won’t be included in refunds. We also don’t offer Free Return Shipping nor do we provide refunds for any fees that may have resulted from shipping the returned items.

Do note that Exchanges are an alternative resolution for Returns and are bound by the same guidelines and limitations.

 

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

My Order has Missing Items/Parts What should I do?

You will have to reach out to us via support@softosyhome.com

 

For missing item, you may check your order first if it was split.

You may check your order through Order Status page.

If your orders were not split, please attach the following information:

A. Photos of the whole package bag with the items in.

B. Photos showing all the items in the package to make it easy to know which one(s) are missing.

 

For missing part, kindly check the item's description if it was stated in Softosy website that some part on the picture is not included in the item.

 

How long is the Processing Time for Refund?

Please be advised that Refunds will undergo 2 phases of processing before its' successful transfer. The first phase happens in our internal system, while the following phase of processing happens at your Bank.

Depending on their processing time, it can take a few more days for your Bank to complete the refund. Kindly allow 7-15 business days for the 2 phases to conclude, and for the refund to become visible on your financial statement. If it takes longer please contact your bank for assistance.

If you have any questions, you may contact us at support@softosyhome.com.

 

 

NOTE: If you don’t receive our Customer Service team’s response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.