Return & Exchange Policy
Returns
What is your return policy?
We hope you will love everything that you order from us but if something isn’t quite right, you may return the item and receive cash voucher in the form of a code, subject to the following conditions:
Return approval is at the discretion of our team, and we reserve the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer. Items marked as "final sale" on the website (e.g., bra wash bag, any sale promotions) are not eligible for return without exception.
- Returns must be initiated within 7 days of receiving the purchased item(s).
- Item(s) must be unused, unwashed, unworn, and have their original tags attached.
- Item(s) must be free from stains, odors, and other damages.
- Item(s) must be returned in the original Soko packaging and in good condition.
- item(s) must not be a sale or discounted item(s).
Return approval is at the discretion of our team, and we reserve the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer. Items marked as "final sale" on the website (e.g., bra wash bag, any sale promotions) are not eligible for return without exception.
How do I return my order?
Contact us by email at hello@wearsoko.com. Kindly provide the following details in the email:
Re-use the original packaging if possible and seal the parcel securely. Returned items are your responsibility until they reach us, so make sure they're packed properly so they don’t get damaged on the way.
- Your Name
- Phone Number
- Order Number
- Item Name
- Item Size
Re-use the original packaging if possible and seal the parcel securely. Returned items are your responsibility until they reach us, so make sure they're packed properly so they don’t get damaged on the way.
How long does it take to process a return?
Most returns are processed within 3 business days of the item being delivered to us.
What happens if I’ve returned an order that is not eligible?
We'll send you an email once your package has been processed and will have to return your order back to you. Redelivery fees may be incurred under such circumstances. If you are unsure of an item's eligibility to be returned, you may contact us by chat below or by email at hello@wearsoko.com.
Exchanges
What is your exchange policy?
We want to assist you in finding the perfect fit as quickly as possible. If the size you ordered doesn't suit you, you have up to 7 days from the delivery date to exchange your item(s). Please note that we accept exchanges for different sizes, subject to the following conditions:
Kindly take note that free exchange is only allowed if an item is defective (torn) or the wrong order is received. For any local and international exchange, we do not cover the cost of return postage or insurance. We recommend using a delivery service with a tracking number or walk-in to our physical store at Publika, Kuala Lumpur. Upon receipt, we issue a cash voucher in the form of a code so you can choose your exchange item yourself.
- Exchange must be initiated within 7 days of receiving the purchased item(s).
- Item(s) must be unused, unwashed, unworn, and have their original tags attached.
- Item(s) must be free from stains, odors, and other damages.
- Item(s) must be returned in the original Soko packaging and in good condition.
- Item(s) must not be a sale or discounted item(s).
Kindly take note that free exchange is only allowed if an item is defective (torn) or the wrong order is received. For any local and international exchange, we do not cover the cost of return postage or insurance. We recommend using a delivery service with a tracking number or walk-in to our physical store at Publika, Kuala Lumpur. Upon receipt, we issue a cash voucher in the form of a code so you can choose your exchange item yourself.
How do I exchange my order?
Contact us by email at hello@wearsoko.com. Kindly provide the following details in the email:
Re-use the original packaging if possible and seal the parcel securely. Returned items are your responsibility until they reach us, so make sure they're packed properly so they don’t get damaged on the way.
- Your Name
- Phone Number
- Order Number
- Item Name
- Item Size
Re-use the original packaging if possible and seal the parcel securely. Returned items are your responsibility until they reach us, so make sure they're packed properly so they don’t get damaged on the way.
I received a defective item. How do I request for an exchange?
We are so sorry you received a defective item! Please contact us by email at hello@wearsoko.com to request for an exchange and we will send you the new item as soon as possible.
