FAQs
What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies. The sofelo.com website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact support and indicate the problem. We will assign a new password for you and you can change it once you log in.
What should I do if I want to add or remove the items in the cart?
Please sign into your sofelo account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "QTY" column.
How can I change my order/ add another item to my order?
You can change the size(s) or color(s) of the item(s) on your order within 1 hour after placing your order.
Can I cancel my order?
All orders placed are final and cannot be cancelled.
Where can I get more information on product fittings and sizings?
Please see Size Chart for more information.
How long will it take for my order to arrive?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
Most orders are processed within 3-7 business days upon order confirmation. We currently only offer FREE standard shipping worldwide on orders over $40. Please see Shipping Policy for more details.
Why was my order canceled?
Due to limited stocks, high demand or unforeseen events, some items may become unavailable. In such event, we will process a full refund to the original mode of payment made for that particular item that got cancelled. Please note that such occurrence is extremely rare as we strive to deliver our products efficiently to our customers.
I did not receive my order, what should I do?
Please contact support if you did not receive your order within 30 days from your order confirmation email. After 30 days, your order will be marked as closed and we will not be able to process any refunds.
Where can I track my order status?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company. Please note that items in one order may be shipped separately from different warehouses and thus, you may receive multiple shipping confirmation emails. If you did not receive a shipping confirmation after 7 business days of receiving your order confirmation email, please email support immediately.
Why is my tracking number invalid?
The tracking information normally appears after 5-7 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
Please contact support with your order number if you have any questions.
If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is the buyer's responsibility to clear customs and pay the relevant Customs duties. Sofelo do not add taxes, VAT, duty, or any other hidden charges.
What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
On the package, why do you declare a lower price for my order?
Different countries will have different import regulations. If the amount declared on the package is over a certain amount, you may have to go to your local Customs office personally and be subject to import tax. The cost of import tax depends on the value declared on the package. Thus, to protect you from these additional fees and to save you a trip to the Customs office, we may declare the package contents at a lower value.
What is your return policy? Can I exchange an item?
Please see Returns, Refunds & Exchanges.
Did not find your question here?
Please contact support.