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Shipping and Returns

U.S. Shipping:

Most orders are shipped from our warehouse in California. Personalized orders originate in Nairobi, Kenya, where your products are packaged. Orders are generally fulfilled and shipped 2-3 business days (M-F) after purchase unless otherwise indicated. Processing time for personalized/custom and pre-order items may take longer, please reference the product. We ship via express courier to the US, where your order is then delivered via USPS.  Tracking information will be shared upon shipment from our fulfillment center in Nairobi, but tracking details update until the package enters the USPS system. Please allow up to 4 days from shipment for tracking updates to appear. 

Order total Shipping cost: Shipping Time
$0-$49 $5 5-7 business days
Over $50 Free Shipping 5-7 business days
Any Total $9 3-4 business days
Any Total $20 2 business days

Please note that shipping times may vary based on the shipping location. The cost of customs, duties, taxes and returns are the responsibility of the receiver.

     

    International Shipping:

    We currently offer international shipping to 45 countries, including Canada, Australia, New Zealand, Japan, Germany, France, the United Kingdom, and Brazil. Standard International Shipping is $15 and takes 7-12 business days. We also offer an International-Tracking tier for $25. The cost of shipping is BEFORE DUTIES & TAXES.  Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. For more information, contact: support@shopsoko.com.

     

    Packaging: 

    All of our 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. Orders are shipped in packaging made from recycled materials.

     

    Personalizations & Final Sale

    Custom personalized pieces are made to order and cannot be returned. Also, items on sale that are marked as final sale are not eligible for return.

     

    Return Process

    We want you to be completely satisfied with your purchase. All items purchased may be returned to Soko for any reason within 15 days of purchase. Please ensure that items are unworn and undamaged, with tags, in their original packaging. Customers are responsible for return shipping charges. Refunds are processed within 1-2 weeks of date received.

    To return a damaged item please contact support@shopsoko.com with your order number and a picture of the damaged product. We are unable to replace items that were purchased through our third-party vendors.

    For all other returns, please visit our returns page at soko.returnly.com

    1. Go to soko.returnly.com, enter the email address that you used when you purchased the item being returned and click “Start A Return.” You will receive an email from which you can access the Returns Center. Once you access the Return Center, please choose which item you would like to return and select the reason for return.
    2. You will then be able to print a pre-paid shipping label. Print the pre-paid shipping label, affix it to your package and drop it off at your nearest USPS post office.
    3. Please note, all returns are at the customer's own risk. Please ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.

    For any other questions about returns, please contact us at support@shopsoko.com

     

    Late Returns 

    Any item returned after 15 days from order date is not eligible for a refund.

     

    Items Not Eligible for Return

    Please note that we do not accept returns of personalized or custom-made products, final sale merchandise, or products that are specified as not eligible for return 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 on any pop-up shop purchases or any purchases made through our third-party vendors.

     

    Exchanges

    Currently, we can only offer exchanges for the same item. 

     

    Refunds

    A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for a refund. Processed refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used. Please note that credit card refunds may take up to 10 business days for your bank to complete, depending on their processing times.

    Please contact us at support@shopsoko.com for further information or with any product concerns. We aim to respond to every email within 24 hours, Monday - Friday

     

    Questions

    Please contact us at support@shopsoko.com

     

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