FAQ

Delivery

How long does delivery take? How much does shipping cost? Where do we ship to?

FedEx Priority Overnight

Destination Shipping costs Delivery time
Germany 5.00 EUR 1-2 Workdays

FedEx International Priority

Destination Shipping costs Delivery time
USA 35.00 EUR 1-4 Workdays
Russia 35.00 EUR 1-4 Workdays
Japan 40.00 EUR 1-4 Workdays
Australia 40.00 EUR 1-4 Workdays
Korea 40.00 EUR 1-4 Workdays

FedEx International Economy

Destination Shipping costs Delivery time
Benelux/Czech Republic 10.50 EUR 2-4 Workdays
Poland/Slovenia/Slovakia 18.00 EUR 2-4 Workdays
UK/FRA/SWE/Italy/Austria 19.00 EUR 2-4 Workdays
Hungaria/Bulgaria/Rumania/Croatia 20.00 EUR 2-4 Workdays
Spain/Portugal/Ireland 20.00 EUR 2-4 Workdays
Switzerland/Norway 20.00 EUR 2-4 Workdays
Canada 35.00 EUR 2-4 Workdays
China/HongKong/Taiwan/ Singapore 40.00 EUR 2-4 Workdays
All other international shipments 40.00 EUR 3-5 Workdays
  • Additional shipping costs upon request.
  • All customs or import duties are charged once a parcel reaches the destination country. These charges must be paid by the recipient of the parcel. We are sorry to state that we have no control over these costs, and also cannot give you any detailed information on what the costs will be, as custom policies and import duties vary very widely from country to country.
  • Please be aware that your parcel can be delayed by customs and for this reason charges can be applied. We apologize for any inconveniences in this matter but we have no control over this and are not able to supply any details why or for how long your parcel can be delayed.
  • We recommend you to contact your local customs office for current charges before you order outside of the EU. This will prevent any surprises of additional charges that might occur. Please not that orders can only be shipped the same day if they are placed latest by 4 p.m. (GMT+1).


Can you send my delivery quoted in custom purposes as a gift?

We are sorry that we have to state that all price facts have to be declared correctly on our parcels. If an item is on sale we will declare the sale price and not the suggested retail price of the item.


How do you know that your package has been sent?

As soon as you have received your 'Dispatch Confirmation' email with your tracking number, you will know that it has left our store on this date.


Where can your package be tracked?

All orders are shipped using FedEx. You will receive a 'Confirmation' email with your tracking number and a link with which you will be able to track you package.


Can you deliver to an alternative address to my shipping address?

You are able to choose an alternative delivery address when you are checking out. Please not that we can't deliver to P.O Boxes due to security issues.


Payments

What payment methods do you accept?

  • Credit/Debit Cards

We accept Visa, MasterCard, American Express and Maestro (International). All information is encrypted using SSL encryption, which prevents unauthorized access to card details. PayPal allows a secure payment with your PayPal account or credit card. You can also use this option as a guest, without having a personal account. More information about Paypal is available at www.paypal.com.

  • Bank Transfer (Only for customers residing in Germany)

We are sorry that we can only offer this option to our German clients as the transaction costs vary to much in different countries.


Who pays for customs & import charges?

All customs or import duties are charged once a parcel reaches the destination country. These charges must be paid by the recipient of the parcel. We are sorry to state that we have no control over these costs, and also cannot give you any detailed information on what the costs will be, as custom policies and import duties vary very widely from country to country. Please be aware that your parcel can be delayed by customs and for this reason charges can be applied. We apologize for any inconveniences in this matter but we have no control over this and are not able to supply any details why or for how long your parcel can be delayed.


Products

Do you have more sizes available?

As some of our products can sell very quickly online and in-store we are not always able to keep up with every product that is sold out or returned. For this reason a new delivery or a return might come in and will not be back online straight away.


Will certain products get back in stock?

We have no general rule about restocking. Sometimes we can restock items and sometimes we can't. Please stay up to date with our Blog and latest products page.


Can we order products for you that we do not have in our stock?

Please note that we are not able to order different color ways of a product or different pieces from a brand, besides from what you can see in our store. Please understand that our collections are ordered more then 6 months before we receive them and order dates have passed a long time before we are able to display our range in our online store.


Can I get more product information?

If you require any additional information of any of our products feel free to call +49-30-20215252 or email us under info@sotostore.com.


The item I bought is now on sale, can I get the difference refunded?

Since it is difficult for us to always predict when and if we will be going on sale with certain items it is not possible for us to refund the difference.


Your Order

Did my order go through?

You will receive a confirmation email as soon as your order has been received.


Changing your address in case of wrong address?

Once we have processed your order and it has been dispatched it's not possible for you or us to change any address details. Please contact us if you have placed your order wrong.


Do I need an account to place an order?

You do not need an account to place an order but when registering an account you will not have to fill in your address details in the future and you will always be albe to see your order history as well as your current order process.


What can I do if my order contains a wrong product?

If your order contains a wrong item please contact us immediately and we will assist you in returning the item. As soon as we receive the item back we will replace, offer an alternative, offer a refund or send the item back to the manufacturer for repair. This will not apply if the item has been worn or washed.


Returns

How do I return an item?

We gladly will refund you any purchase made within 14 working days from receipt. All returns must be sent via registered mail in their original condition, to the address below:

Soto OHG
Torstrasse 78
10119 Berlin
Germany

Attention! Please make sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund any costs that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, this will not apply if the items have been worn or washed. In this case we reserve the right to return the goods to the customer at their own cost.


How long does it take to process returns?

We try to process any returns within 3 working days of receiving them.


How do I know that you have received my return?

We will always try to handle your return as fast as possible and you will receive a email when your return has been processed. We recommend to make a note of the shipping reference provided to you when sending a return to us. You are always welcome to email us or give us a call to check on the status of your return.


When will I get my refund?

As longs as your returned products meet our refunds criteria, you will be refunded within 24-48 hours after your return is processed. This also depends on your card issuer, transaction services of your bank or Paypal.


When will I receive an exchange item?

After we have received your return we will immediately exchange your item as long as we a have your requested product in stock. Please see our shipping chart for expected delivery lengths to your country.


Who pays for return expenses?

In case of a return you will be responsible for the cost to ship the parcel back to us. If you are returning an item for good we will refund you your full payment but we will not reimburse the cost that you payed to return the parcel. If you are returning an item and want to have it exchanged we will pay for the costs shipping it back to you.


What should I do if i am refunded the wrong amount?

If you have any doubts on your refund and think that we refunded you incorrectly please get in touch with us by emailing info@sotostore.com.