For information on how to care for your jewelry, visit ourQuality and Carepage.

Our brass and chrome plated brass is nickel free. However, we do not consider our items nickel free because the base metal can carry traces of nickel.

Our earring posts are made of surgical steel or brass. Our brass posts are EU compliant which means they have little to no traces of nickel in them. 

We process and ship orders from our fulfillment center in California. Most orders are fulfilled within 1-2 business days (Monday-Friday) after purchase, excluding all holidays. Processing time for pre-orders and backorders may take longer to ship. Details pertaining to specific products are noted on the specific product page.

Personalized product orders are shipped from Nairobi, Kenya and are made to order. Please allow 9-15 business days for products to arrive. When the order ships from Kenya you will receive a tracking number. The tracking number will show movement once it arrives in the destination country.

We offer free standard shipping on orders within the U.S. over $125. We offer international shipping to 100+ countries. For more detailed information, visit ourshipping and returns page.

The carrier may have placed it in a safe location so be sure to check all doors, porches, decks, mailboxes, and the garage. If you live in an apartment, we suggest you check your front desk or mailroom. Occasionally, carriers may mark a package as delivered when they are still en route. If you are unable to locate your package within 2-3 days of the expected delivery, please contact the shipping carrier. 

Yes! We currently offer international shipping to 100+ countries. For more detailed information, visit our shipping and returns page.

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 purchase. Please visit ourReturns pageto begin the process or send us a quick message at support@shopsoko.com. When exchanging an item, we can only provide an exchange for the same item. We apologize in advance for any inconvenience.

Returns are being delayed 2-4 weeks due to high volume and additional safety precautions taken by shipping carriers and at our return center. Refunds are issued once your return has been processed. You will receive an email from us once your return is received. You will also receive an email from us once your refund has been issued. It then generally takes 5-7 business days for the refund to reflect to your original mode of payment. If you have any additional questions regarding your refund please reach out to support@shopsoko.com.

Sale items, special orders, personalized or custom-made products, final sale merchandise, or products that are specified as not eligible for return in its description are final sale and cannot be returned. We do not accept returns from any pop-up shop purchases or purchases made through our third-party vendors.

Depending on the value of your order (above $150) our delivery company may request that you sign for your package. If you are unavailable you can always leave delivery instructions for your postal office or our carriers.

We are still open for business onshopsoko.combut are experiencing some changes in order to prioritize the health and safety of our team and partners during this time. All shipping providers have announced temporary suspension on guaranteed service. As a result, we’ve adjusted our delivery and returns policy to better serve you.

• Delivery: We're processing orders as quickly as possible but your order deliver might be delayed. Please expect that your package might arrive slower than usual.
• Returns: We have updated our return policy and expanded our return window to 30 days from your date of purchase to receive a full refund. 

This is 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.

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.

Only one promo code can be used per transaction. If you are having troubles with your promo code you can reach out to our Customer Care team and they can help you by email atsupport@shopsoko.com

Unfortunately, once an order is placed we cannot retroactively apply promotion codes to any orders.

We accept online payment in a secure environment and take all major credit cards along with the following additional payment methods: 

PayPal, Apple Pay, Google Pay and Klarna.

Buy now, pay later is an alternative to credit and gives you the flexibility to shop what you want, when you want. When you split the cost of your purchase into 4 smaller payments with Klarna, you’ll never pay any interest. Ever. You first need to create a Klarna account either on Klarna.com or on their app. Once you have been approved by Klarna, you can enter your card info on your Klarna account and select Klarna as your payment method on our checkout page.

With an instant credit decision, you can complete your purchase directly with full transparency. It’s the simplest one-time sign-up process you’ve ever used. Get a full overview of your payments online or in our app. If you have any questions about Klarna assessment criteria, please reach out to directly.

For information visit the Klarna Help Center.

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Please contact our customer care team by email at support@shopsoko.com

We are committed to creating economic opportunity and financial inclusion for marginalized artisans and their families in Kenya through the production of ethical jewelry at the highest quality. As a decentralized production model, we are primed to logistically handle these moments with adaptability and consideration. 

As a company, we are taking the following measures and protocols: 

Our Field Team will continue to work in the field with limited movement to reduce exposure. Our Social Responsibility team is working on sending out updates and health information to our artisans so that our entire community stays informed and safe.

Our U.S team is working completely from home, and is under self-quarantine whenever possible.

Most of our global staff are currently working from home, and those that cannot (due to the nature of their roles) will be working on site but will be spread out sufficiently enough to maintain social distancing requirements. We have increased cleaning and sanitization of the office to reduce the possibility of infection. All people handling the jewelry are wearing gloves.