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INTERNATIONAL FAQ

CUSTOMER SERVICE

Call +1-855-588-5287 Monday through Friday from 9:00AM - 5:00PM (EST) or e-mail shop@soiakyo.com


Q: What is Borderfree?

A: Borderfree is a global ecommerce solution that allows us to present prices in the same currency of your choice, aggressive international shipping costs, and the lower possible guaranteed order total to give the best possible shopping experience to our international customers.

Q: How will I know how much my order will cost?

A: Just add items to your bag and click on the checkout button. Borderfree will calculate and display an order total in your preferred currency, including all shipping costs to your selected international destination. Applicable duties and taxes imposed by the customs and revenue authorities in the destination country are included in the price. Please note that items containing fur may incur additional costs.

Q: Are there any additional costs that will be due upon receipt of my order?

A: The order total presented at checkout is the exact amount you'll be billed, and there will be no additional costs due upon delivery.

Q: What currencies does Borderfree support?

A: Borderfree supports billing in over 60 global currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see products priced in your selected currency.

Q: What payment options does Borderfree support?

A: Borderfree supports Visa®, MasterCard®, American Express®, and PayPal®, as well as selected local payment methods.

Q: What are my international shipping options?

A: The following is a summary of delivery estimates for our international orders. You will be quoted a specific delivery estimate at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.

Destination Delivery estimate
United Kingdom 3-21 business days
Australia and New Zealand 4-24 business days
Ireland 3-22 business days
Mexico 3-16 business days
Central America and the Caribbean 3-18 business days
South America 3-17 business days
Europe 3-27 business days
Japan 3-20 business days
Hong Kong 3-20 business days
Singapore 4-22 business days
Republic of Korea 4-20 business days
Asia-Pacific 3-19 business days
South Asia 4-18 business days
Africa and the Middle East 4-22 business days
Iceland 4-18 business days
Russian Federation 11-27 business days

Q. What are the international shipping rates?

A: International shipping rates are calculated based on a number of factors including desired service level (standard/express), number of items you are purchasing, the weight of the item, and the destination country/region. International shipping rates will be calculated during checkout.

Q: When am I billed?

A: Your credit card will be billed by Borderfree when your international order is shipped.

Q: I live in the United States - can I use Borderfree to ship an order internationally, but pay in U.S. Dollars (USD)?

A: Yes, with Borderfree you'll receive a guaranteed order total for an order that is shipping internationally, but pay in U.S. dollars using a U.S. credit card. This will also work if you are an American traveling or living aboard.

Q: How can I track my international order?

A: You can track the progress of your international package(s) here.

Q: What will my credit card statement say?

A: Your credit card will be billed by Borderfree and your credit card statement will read "BF”SOIAKYO.COM" where "BF" denotes Borderfree.

Q: Who should I contact if I have questions relating to my order after I have made a purchase?

A: Call +1-855-588-5287 Monday through Friday from 9:00AM - 5:00PM (EST) or e-mail shop@soiakyo.com.

Q: Can I purchase or redeem international gift cards?

A: We do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.

Q: Can I change or cancel my international order after it has been placed?

A: Unfortunately, you are unable to make changes to your order after it has been placed. Please contact us as soon as possible regarding cancellations and we will do our best to fulfill your request. If the order has already shipped, it may need to be processed as a return after it is delivered to you.

Q: What is your return policy for international orders?

A: You can apply for a return authorization within (7) days of receipt of goods by e-mailing shop@mackage.com. In your e-mail, please include your reason for return A- Too big, B- Too small, C- Other: Please specify. Once the e-mail is received with requested information, within (48) business hours (Eastern Time), our Customer Service team will create the RMA in our system with Borderfree on your behalf. Borderfree will then contact you shortly with instructions on how to return your item. Upon approval, items must arrive at Borderfree within 15 days. Return shipping charges will be directly deducted from refund amounts. Items to be returned must be unworn, unwashed, unaltered and free of any damage. Original tags must remain attached to clothing with plastic logo seal intact. Refund amounts for returned items will be credited to you in the same currency and using the same exchange rate as your original order.

Q: Can I exchange an item?

A: We do not offer exchanges. You need to return your order and resubmit a new order for the item you want.

Q: How long does it take for refunds to post to my account?

A: Please allow three (3) weeks for the return transit time, plus an additional four (4) business days upon receipt for the return to be completed and the refund to be issued to your account. If you provide an email address, Borderfree will email you when your return has been received and processed.