Version 1 · Effective 2026-08-26
Production confirmation
SOSO uses payment-first checkout. After payment, the atelier confirms the selected size, fabric or finish direction and the production timing for the order.
A timeframe is not final until it is confirmed for your specific order. Respond promptly if the atelier needs measurements or another approval, because production may pause until the required information is received.
Delivery
Available delivery destinations, charges and order totals are presented through the approved checkout flow. A destination or option not offered during checkout should not be assumed to be available.
Provide a complete delivery address and reachable contact details. Contact SOSO promptly if an address needs correction; a change may not be possible after dispatch and may create an additional charge.
Receiving and inspecting an order
Inspect the package and garment as soon as reasonably possible after delivery. If an item appears damaged, incorrect or materially different from the confirmed order, contact SOSO promptly with the order reference, a description and clear photographs where helpful.
Do not wear, wash, alter or repair a disputed item before SOSO has advised the next step, except where necessary to prevent further damage.
Made-to-order returns and alterations
A made-to-order or personalised piece may have limited change-of-mind return options once production has started. This does not remove rights that applicable law gives you for faulty, damaged, misdescribed or incorrectly supplied goods.
Where an alteration is the appropriate resolution, SOSO will explain the next steps after reviewing the order details and the issue reported.
Cancellations
Send a cancellation request through an approved SOSO support channel as soon as possible. Whether it can be accepted may depend on payment status, whether atelier work has started and any rights available under applicable law.
Refunds
If a refund is approved, SOSO will confirm the amount, method and next steps. Processing time may also depend on the checkout, payment and banking providers involved.
Any treatment of delivery charges or permitted deductions will be explained for the specific request and will remain subject to mandatory customer rights.
How to request support
Use the stylist or customer-support link shown on the storefront and include the order reference. SOSO may ask for photographs, measurements or other information reasonably needed to review the request.