ACCOUNT & REGISTRATION

 

PAYMENT

 

ORDERS

 

ORDER STATUS

 

SHIPPING

 

RETURNS, REFUNDS & CREDITS

 

PRICING & PROMOTIONS

 

PRODUCT & SIZING

 

WARRANTY & REPAIRS

 

CAREERS

 

01. How can I create an account?

To create an account “click here”.


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02. How can I change my account information?

When you log in to your account, it will direct you to your “account overview” where you can update/edit your information. Please note if your order is already in progress, the changes will not modify that order. Please contact Online Customer Care Team for assistance.


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03. How can I sign-up to receive your upcoming events and promotions by e-mail?

To receive our newsletter, “click here”.


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04. What types of payment do you accept?

We accept the following methods of payment on our website:

  • Visa
  • MasterCard
  • America Express
 


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05. Is my personal information secure on your site?

SOIA & KYO takes precautions to protect its customers' personal information. When you submit information via the website, it is protected both online and offline. “click here”.

to learn more.

 


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06. When am I charged for my order?

Your credit card will be charged once your order is processed to ship. Please note that once the credit card authorization is received, depending on your bank, funds may be reserved up to 30 days. SOIA & KYO reserves the right to request additional identification. If necessary we will contact you by e-mail or phone.


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07. How can I apply my online store credit to my order?

To apply a store credit to your payment, please follow these steps:

  1. Log in to your account and complete your order
  2. Click “Proceed to Checkout”
  3. Enter your shipping and billing information
  4. Submit the promo code we have given you to redeem your store credit.
  5. Your credit amount will be deducted from your subtotal.

If you have an online store credit but did not receive a promo code by email, please contact customer service.


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08. I saw an item on the website and now it has disappeared. What happened?

We occasionally remove products depending upon seasonality and inventory availability. Please contact the Online Customer Care Team for more information.


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09. How do I change or cancel my order?

If you wish to adjust your order, please call our Online Customer Care Team as soon as possible, as orders are processed quickly.
PLEASE NOTE: We will not be taking cancellation requests November 21st 2017 until November 28th 2017 inclusive.


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10. How do I track my order?

You can log in to your account to track your order once it has been shipped. If you have multiple orders and would like to check the status of each of your orders, “click here” and select “Order Status”.


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11. Do you ship to PO boxes or forwarding agents?

We do not ship to PO boxes or forwarding agents.


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12. Do you ship internationally?

We currently do not ship internationally.


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13. When will my order be shipped?

Orders received before 2pm EST, are packed and shipped Monday-Friday only. Orders placed over the weekends and select holidays are processed on the next business day. If we are unable to process you order due to inaccurate or incomplete payment information, the processing of your order may be delayed. Please allow extra time for shipping to remote areas.


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14. What is your return policy?

Items may be returned within 15 days of delivery of goods. Items to be returned must be unworn, unwashed, unaltered and free of any damage. Original hang-tags must remain attached to clothing. Please safeguard the original packaging as it will be required for return of the product. Items must be returned with our issued pre-paid RMA label.


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15. Can I return SOIA & KYO items purchased at a retailer to the online store?

We do not accept returns from retailers.


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16. Can a Final Sale item be returned?

Items marked "FINAL SALE" are non-refundable (no credit), non-exchangeable and cannot be returned.


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17. What do I do if I received damaged merchandise or the incorrect item?

If ever an error is made or you suspect a flaw in your merchandise, please contact our Online Customer Care Team.


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18. What are the Return Procedures?

To return an item, please email us at returns@soiakyo.com and include in your message:

  • Order number
  • Item name
  • Size 
  • Return reason among the following: 
    • Too small
    • Too big
    • Model/
    • Color
    • Wrong article
    • Defect (with a description)

You should receive an email confirming your request.Upon reception and approval of your request, our Customer Service department will send you an email with a return label. Print two (2) copies of the label and attach 1 to the outside packaging and include 1 inside the box. Within 5 business days, drop off your package at your local FedEx ground drop-off center or call FedEx at 1-800-463-3339 to arrange a pick-up. Any parcel drop off or pick-up after 5 business days will result in the cancellation of the return. Please note that packages returned without the authorized RMA label and/or alternative couriers will be refused at the warehouse. Once we receive your package in our warehouse, your refund will be processed in the following 7-10 business days. You will be notified by email when the refund has taken place. Please note that your bank may require additional processing time before crediting your account.


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19. Where can I find my FedEx return label to ship the item back?

Once your return has been authorised by the Online Customer Care Team, your pre-paid Fedex label will be sent to you by email.


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20. How long does it take to receive a refund?

Refunds are deposited within 7-10 business days upon recepit of the package at the warehouse.


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21. Do you offer price adjustments?

SOIA & KYO offers a one-time price adjustment if an item is marked down within seven (7) business days of the purchase date. Please note that price adjustments are not available on items purchased at an already reduced price, items on sale, or items bought with a promotional code. To obtain a price adjustment on a purchase made through www.soiakyo.com, email shop@soiakyo.com including your order number. A refund of the difference will be issued in the original form of payment if the request is made within the seven (7) days.


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22. Do you offer Price Matches with other sites or Retails stores?

SOIA & KYO operates separately from other sites and retailers and is not able to offer price matches.


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23. How can I apply my promo code?

You can apply your promo code, in the section "discount codes", at the time of checkout.


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24. How can I determine my size?

For our size guide “click here”.


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25. How can I locate a SOIA & KYO store in my area?

For our store locator “click here”.


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26. How can I be sure I bought an Authentic SOIA & KYO product?

 


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27. How can I be sure I am on the legitimate SOIA & KYO site?

 


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28. How can I request a repair?

Please send your repair request to customer service at repairs@soiakyo.com include a brief description of the desired repair, with pictures of the item, the issue and your receipt. Customer service will take 72 hours to review your case.


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29. How do I enquire about a job opportunity or internship at SOIA & KYO?

Please e-mail your C.V to our Human Resources Department at carriere@soiakyo.com. Only chosen candidates will be contacted. We thank everyone for their applications.


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