How can we help?

We’ll email you tracking details when they are available. You can also visit our tracking page.

“Label created” means shipping information has been generated; it does not confirm that the carrier has collected the parcel. If tracking shows a problem or your order is outside its estimated delivery window, email support@soera-store.com with your order number.

“Label created” does not confirm carrier collection. Carrier scans can take time to appear. If your order is outside its estimated delivery window or tracking shows a problem, contact us with your order number and tracking details.

Contact us: support@soera-store.com. Shipping policy.

Check your spam folder and the email address used at checkout. If you still cannot find it, contact us with your name, checkout email address and order date. Avoid placing the order again until we confirm its status.

Contact us: support@soera-store.com.

Free shipping on all orders. No customs fees.

Estimates include 1–2 business days for processing. See our shipping policy for the exact estimate for your destination.

We ship to the destinations available in our checkout. Select your country and enter your delivery address to check availability before paying.

If your destination is unavailable or you need help checking an address, email support@soera-store.com. Delivery estimates depend on the destination; see our shipping policy.

Our shipping policy explains delivery estimates, free standard shipping, tracking, import charges and what to do if a delivery goes wrong.

Estimates include 1–2 business days for processing. See our shipping policy for the exact estimate for your destination.

Email support@soera-store.com with your order number and a description of the problem. Include tracking details and, for damage, photos of the parcel and item if possible. Keep the packaging while we assess the issue.

We’ll investigate with the carrier or fulfilment partner. For confirmed loss or a carrier or fulfilment problem that prevents delivery, we’ll arrange a replacement at no extra charge or a refund, as appropriate to your choice and applicable rights.

Contact support@soera-store.com as soon as you notice the problem. Include your order number, a description and photos of the item and packaging if possible; let us know if photos are not possible.

Keep the item and packaging while we assess the claim. We’ll explain the appropriate remedy and cover reasonable return costs for defective or damaged goods. Your statutory rights are not limited by our voluntary 30-day return period. See our returns and refunds policy.

Email support@soera-store.com with your order number, the item you ordered and what arrived. A photo of the item and its label can help us identify the error.

Keep the item and packaging, and contact us before sending it back. We’ll explain the next steps and cover reasonable return costs for an incorrectly supplied item. See our returns and refunds policy.

Free shipping on all orders. No customs fees.

Delivery time by destination:

• United States (USPS): 5–8 business days
• United Kingdom (Royal Mail): 5–8 business days
• Canada (Canada Post): 5–8 business days
• Australia (Australia Post): 5–8 business days
• New Zealand (New Zealand Post): 5–8 business days
• Ireland (An Post): 5–8 business days
• Rest of Europe: 5–10 business days
• Rest of the world: 5–12 business days

Estimates include 1–2 business days for processing. See our shipping policy for the exact estimate for your destination.

Check the delivery address, safe places around your property and whether someone in your household or a neighbour accepted the parcel. Review any delivery photo or notice in the tracking information.

If you still cannot find it, contact support@soera-store.com promptly with your order number and tracking details. We’ll investigate with the carrier or fulfilment partner and explain the next steps. You do not need to resolve a carrier claim yourself before contacting us.

Contact us promptly with your order number and tracking details. We’ll investigate with the carrier and explain the available options. If the address was incorrect or the parcel was not collected, any reasonable additional shipping cost will be explained before you agree to a new shipment.

Contact us: support@soera-store.com. Shipping policy.

We currently offer standard shipping rather than a separate express option. Standard shipping is free to all destinations available at checkout.

Estimates include 1–2 business days for processing. See our shipping policy for the exact estimate for your destination.

Email support@soera-store.com or contact us through live chat as soon as possible. Include your order number and say that you want to cancel.

We can stop an order only before it has been picked, packed or handed to the carrier. A request does not guarantee cancellation; we’ll confirm the outcome. If dispatch cannot be stopped, applicable return and withdrawal rights remain available. Unfulfilled, undispatched pre-orders can be cancelled for a refund. See our cancellations and pre-orders policy.

Contact support@soera-store.com immediately with your order number and the exact change you need.

Changes are possible only before the order has been picked, packed or handed to the carrier, and we cannot guarantee that a request will reach the warehouse in time. We’ll confirm whether the change is possible and explain any next steps. See our cancellations and pre-orders policy.

The carrier depends on your destination and the delivery arrangements for your parcel. Your tracking information will show the delivery partner and any available updates.

Visit our tracking page or use the tracking link in your shipping email. If you need help understanding a status, email support@soera-store.com with your order number.

You can request a return within 30 calendar days of delivery under our voluntary return offer. Items must be unworn, unwashed and in their original condition, with original tags and packaging. Trying them on to check fit is allowed if they stay clean and undamaged.

Send the return within 14 calendar days after notifying us. You pay postage for a change-of-mind or fit return; SOERA covers reasonable return costs for incorrect, damaged or defective goods. Mandatory consumer rights remain unaffected. See our full returns and refunds policy.

Email support@soera-store.com with your order number, the item you wish to return and whether you prefer a refund, optional store credit or a size exchange. Exchanges depend on stock availability.

We’ll provide the return address and instructions. Do not send returns to our registered office. Pack securely, include your name, order number and email address, and keep proof of postage. A printed return form and a reason for a change-of-mind return are optional. See our returns and refunds policy.

Yes, subject to stock availability and our return conditions. Request a size exchange within 30 calendar days of delivery with your order number, item and desired size. We’ll confirm any price difference or shipping charge before you agree.

Contact us: support@soera-store.com. Returns and refunds policy.

For our voluntary 30-day return offer, we aim to inspect your return and issue an approved refund within 7 business days of receiving it. We’ll email you when it is issued or explain any issue affecting the return. A shorter statutory deadline takes priority.

Refunds go to the original payment method unless you expressly agree otherwise. Your payment provider may need additional time to post the money. If you need help, email support@soera-store.com with your order number. See our returns and refunds policy.

Check your return tracking and keep proof of postage. For our voluntary return offer, we aim to issue an approved refund within 7 business days of receiving the goods; shorter statutory deadlines take priority. Your payment provider may need additional time. If overdue or unclear, contact us with your order number and return tracking.

Contact us: support@soera-store.com. Returns and refunds policy.

Enter your code in the discount-code field at checkout and apply it before paying. Check that the updated total includes the discount.

If a code is not accepted, check its spelling, expiry date, eligible products and any minimum order value. Whether codes can be combined depends on the promotion’s terms. If you still need help, contact support@soera-store.com before placing the order.

Available payment methods include Visa, Mastercard and American Express credit or debit cards, Apple Pay and Google Pay. iDEAL is available in the Netherlands and Bancontact in Belgium.

The options shown at checkout depend on your location and device. Check the available methods before paying. See our payment methods page.

Always follow the care label on your garment; instructions vary by fabric and finish. Check the permitted washing temperature, drying method and ironing setting before cleaning.

Use a gentle cycle or hand wash only when the label allows it. Avoid bleach, tumble drying or high heat unless explicitly permitted. If the label is missing or unclear, send the product name or link to support@soera-store.com before washing.

Follow the care instructions supplied with your bag. The right cleaning method depends on its material, lining and finish.

Start by gently removing surface dust with a soft, dry cloth. Avoid soaking the bag or applying cleaners, solvents or heat without material-specific instructions. Store it dry, away from direct sunlight. If you are unsure, email support@soera-store.com with the product name or link before cleaning.

Use the size chart and fit information on the specific product page. Sizing can vary between styles, so a single general chart may not suit every item.

Compare your measurements with that product’s chart; for clothing, check the relevant bust, waist and hip measurements. For footwear, follow the product’s foot-measurement guidance. If a chart is missing or you are between sizes, email support@soera-store.com with the product link and your measurements for help.

Check the product page for current availability, or contact us with the product link and desired size or colour. Restock availability and dates cannot be guaranteed.

Contact us: support@soera-store.com.