Frequently Asked Questions:
What is the made-to-order lead time?
Made-to-order items:
- All Swim & Apparel items are “made-to-order”, meaning once you’ve placed your order, we will begin producing each garment in-house by hand. Please allow a 10 day period for processing & production before we ship your order.
- Depending on your order level, this timeline is subject to change, we will reach out to you if there are any unexpected delays.
How long for my order to be processed & shipped?
Processing & Shipping:
- All made-to-order items are processed/produced/shipped within 10-12 business days. All pre-made items are processed & shipped within 1-5 business days.
- Delivery timelines are estimated and do not account for any potential delays due to carrier issues or payment authorization.
- Shipping costs may vary depending on location and weight. All costs will be calculated at the checkout.
- If there is a mistake in your shipping address please email hello@soseven.shop as soon as possible so that we may correct the issue before the order is processed and shipped.
- Soseven Shop is not responsible for lost, stolen or delayed packages.
Local Pickup:
- If you are located in Vancouver Canada, you can select the option to pick-up your order locally. Please provide your contact information at the check-out and select “Local Pickup” as your shipping preference. We will contact you by email when your order is ready to arrange a date and time for you to pick-up your order.
Can I track my order?
Tracking:
- We will email you with all tracking details once your order has been processed and shipped, customers are responsible for tracking their order once it has been sent out.
Is my purchase subject to customs or duties?
Customs & Duties:
- Please allow extra time for orders to clear customs.
- Soseven Shop is not responsible for import duties, taxes, or any delays due to customs processing.
- Customers are responsible for covering any potential duties or import fees that may apply.
- If you are required to pay any fees or duties and you fail to do so, your package may be abandoned, destroyed or returned to us. We do not provide refunds for orders abandoned or destroyed. If your package is returned to us due to failure to pay duties, we will issue a refund, but the original shipping costs will be deducted.
- If your package has arrived in your country but hasn’t been delivered, please contact your local postal service or customs office provided through your tracking number.
Questions? Email us at hello@soseven.shop
Are items final sale?
All made-to-order items are final sale and cannot be returned, exchanged or refunded.
Hair accessories are final sale and cannot be returned, exchanged or refunded.
Please note: All swim & apparel is handmade to each and every order. We also work with deadstock fabrics, and some fabrics may fit differently than others. Please thoroughly reference our sizing guide and fit notes on each product page before placing your order.
Please reach out to customer service if you have any concerns regarding the quality of your items – we want to ensure that you are satisfied with your order <3
How will I know if an item will fit?
Size guides & detailed fit notes are provided on each product page, if you need any assistance please contact us by email hello@soseven.shop or send message us on our instagram @sosevenshop – we’ll be happy to help you!
Where is Soseven produced & what makes it sustainable?
All Soseven pieces are hand-made in Vancouver, BC. Each item is made mindfully using recycled materials & dead-stock fabrics.
How can I contact customer service?
If you need any help with an order, please reach out to our team at hello@soseven.shop
We will respond to your email during our business hours: Mon-Fri, 9AM-5PM (PST)
or you can submit your request in the contact form below.