Frequently Asked Questions (FAQ)
When will my order ship?
We process and ship most orders from our fulfillment center in California Monday through Friday. Orders shipping within the US are typically processed within 2-3 business days (M-F), of making your purchase, excluding all holidays. Processing time for specific orders, customized products and pre-orders may take longer to ship. Details pertaining to such orders are noted on the specific product page.
All personalized product orders are shipped from Nairobi, Kenya and will takes 3-4 working days before reaching our fulfilment center in California unless otherwise indicated. When your order ships, you will receive shipping confirmation and tracking details to keep you updated on the status of your shipped package.
Do you ship internationally?
Yes! We currently offer international shipping to 45 countries, including Canada, Australia, New Zealand, Japan, Germany, France, the United Kingdom, and Brazil. Shipping rates and times vary by destination - see checkout page for details. The cost of shipping is BEFORE DUTIES & TAXES. For more information, contact firstname.lastname@example.org.
Have you shipped my order?
Orders are processed within 2-3 days before shipping. A shipping confirmation email is sent once your order has been shipped. This email is sent to the email address provided during checkout. If you have not received this email please check your spam email as it may have been misdirected. Either way we are more than happy to resend you this information. You can contact support for details about your order at email@example.com.
Can I cancel my order?
You can cancel an order within 24 hours of the date it was placed, which will void the transaction completely. If you choose to cancel on a subsequent day, your credit card will be refunded the amount of the item(s) purchased less any merchant fees. The refund may take up to 5-7 business days to show up on your card statement. To cancel your order, contact us at firstname.lastname@example.org In the event that your order has been processed and shipped, you will have to return the order once it arrives. You can find details regarding our return policy on the Shipping and Returns page.
Can I Return or Exchange my purchase?
If you are not fully satisfied with your purchase, you may return or exchange any item(s) that are still in the original package and unworn within 15 days of receipt. Please visit our Returns page to begin the process or send us a quick message at email@example.com. When exchanging an item, we can only provide an exchange for the same item. We apologize in advance for any inconvenience.
When will I receive my refund?
You will receive an email notification as soon as we have received you returned products. Once received, please allow up to 15 days for your return to be processed. Once processed it generally takes 5-7 business days for the payment to reflect to your original mode of payment.
What items are not eligible to returns?
We do not accept returns of personalized or custom-made products, sale merchandise, or products that are specified as final sale in its description unless, they are faulty. Any exceptions to this policy will be listed under product details on the product page. Returns are not allowed from Soko partnered events or pop-up shop purchases.
Why was my credit card declined?
This is often a rare and unfortunate scenario and we apologize for that. However your card may have been rejected due to a mismatch of the billing address entered that may not match the address your bank has on file. We advise that you double check the details before purchasing to avoid your card getting declined.
Do you offer promotional codes?
We offer promo-codes to new customers or during special offers. Promo codes run during specific time periods. Please note that you can use only one promo-code per order. Sale Items are excluded from promos as they are already fully discounted, unless indicated otherwise.
I Forgot to add a promo-code.
Unfortunately, once an order is placed we cannot retroactively apply promotion codes to any orders.
Sometimes tracking information can be incorrect and packages are marked as delivered when they are still en route. Please wait a few more days for the items to arrive. If the package has not arrived within 2-3 days of the expected delivery, please do not hesitate to reach out to our support team.
How do I find the products I am looking for?
There are a number of ways to find the product you are looking for. You can use the Search box in the top right hand corner of shopsoko.com, or select a product category from the Jewelry title on the top navigation bar.
Which forms of payment do you accept?
We accept online payment in a secure environment by credit card along with additional payment methods. For all payment methods accepted, see below:
Visa, MasterCard, PayPal and Apple Pay.
Can I add a message to my order?
Currently, we are only able to add messages to custom product orders. We apologize in advance for the inconvenience. If you’ve purchased a customized item you can add a gift message with your order during checkout. The gift message you enter will be handwritten on a Soko gift card and included within the package before shipping.
How will my order be packaged?
All of Soko's products are carefully packaged for you in hand-sewn jewelry bags made by a women's center in Nairobi. Learn more about our partnership here.
Will I have to sign for my delivery?
Yes & No. Depending on the value of your order (above $150) our delivery company will request that you sign for your package. If you are unavailable you can always leave delivery instructions for your postal office or our carriers.
How do I look after my jewelry?
Store your jewelry in a cloth bag away from natural sunlight and heat.Use a gentle metal polisher and a soft cloth to remove tarnish and restore luster. Our metals don't mix well with moisture so we encourage you to avoid contact with water, lotion and perfume. You can find more tips and tricks here.
How do I unsubscribe myself from receiving the newsletter?
There is an Unsubscribe button at the bottom of every newsletter we send you. You are welcome to subscribe to the newsletter again at any time, we always have something new to share!