FAQ

WARRANTY

We offer a two year Warranty against defects in materials and workmanship. It's all part of SOIA & KYO's commitment to exceptional quality.

- Was the product purchased from an authorized retailer?

- Do you have the original proof of purchase?

- Does the damage appear to be attributable to defective materials or workmanship?

If the returned product is judged by SOIA & KYO to be defective, we will repair or replace the product. If we are out of stock or no longer carry that style or colour, we will contact you to replace the product with the closest possible style
If the defect is not covered under warranty the product will be returned as is.

This warranty is subject to the following limitations:

1. The warranty applies only to SOIA & KYO products purchased within two years from Authorized SOIA & KYO Retailers.

2. SOIA & KYO assumes no responsibility for the loss or damage of the product(s) during shipment from the customer to our Warranty Department.

3. Excluded from coverage under this warranty are the following:

- Damage caused by improper care, misuse, abuse or neglect

- Normal wear and tear

- Damage caused by anything other than defects in material or workmanship

- Damage caused by use of solvents or the natural breakdown of colors and materials over extended time and use

- Damage to SOIA & KYO products caused by non- SOIA & KYO products.

4. All coverage under this warranty is void if labels from inside the product are removed.

5. Repaired items will be subject to availability of replacement parts. (eg. Zipper, buttons, etc.) We will do our best to match colors and styles but we cannot guarantee that you will receive the exact same product in return

6. Repaired item(s) will be delivered back to you between 8 weeks after we’ve received the item(s).

7. Fur is not covered under the warranty unless a certain style is deemed defective. However, fur replacements can be purchased as part of our after sales service by contacting Customer Service.

ORDERS AND SHIPPING

We’ll ship your order for FREE. We want you to have an exceptional experience so enjoy our complimentary shipping service. Certain exclusions can apply.

Most orders will be delivered in 3-7 working days.

Due to significant shipping volumes your order may experience delays in delivery.

To track your order, click here.

Typically, you will receive an Email within 1 hour of placing the order. In some cases, it can take up to 24 hours for an order confirmation Email to arrive because orders are passed through fraud and ID security checks after the order is placed.

Someone at the shipping address must sign for the order.

We currently do not ship outside Canada and the continental US.
We do accept payments from International billing addresses if the ship-to address is in North America.
If your ship-to address is in Canada your order can only be placed from the Canadian website.
If your ship-to address is in the US your order can only be placed from the US website.

No. We don’t charge any customs fees/duty.
Orders with a ship-to address in Canada ship from Canada.
Orders with a ship-to address in the US ship from the US.

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Affirm and Amazon Pay.

You will only be charged once your order has shipped

An order cannot be cancelled once it has been placed. Please contact us If you have any questions about your order.

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We currently do not reroute orders.

If an item ordered becomes out of stock, you will receive an email detailing the item in question. You will not be charged for the item. We invite you to sign up to ‘’Get Notified’’ regarding your item, as we accept returns and/or inventory can change regularly.

When a product is listed as Pre-Order, the product is not yet in stock but is available to purchase. You will not be charged until the item ships. We will provide you with an approximate ship date for your item(s) at the time of purchase. Please be aware that Pre-Order dates are approximate and subject to change. We will contact you if the ship date changes.

Refunds are processed as fast as possible following the receipt of your package at our distribution center.
Please allow 3-5 business days after the refund is issued for it to appear on your issuing bank statement.

RETURNS

Please try items in the comfort of your own home. For up to 14 days from the purchase date, if you don’t like them, or they don’t fit, just follow the steps below.
Make sure the merchandise you return is in its original condition, tags included, otherwise we will be unable to accept your return. Sale items purchased online cannot be returned in stores. All items 30% off or more and all special styles are FINAL SALE.

*This does not apply to FINAL SALE items on the website. FINAL SALE items are not eligible for return, refund or exchange.*

GO TO YOUR CLOSEST SOIA & KYO RETAIL STORE LOCATION!

Visit the STORE LOCATOR on our website.
*This does not apply to SALE items on the website, nor to purchases made with Paypal, Apple Pay, Affirm, and Amazon Pay*

OR - REQUEST A RETURN ONLINE

1) Click on this link to our Returns Portal.

2) Fill out the form using your order number and the email address associated with it.

3) Click on "Start a Return" button and complete the provided steps. An email will be sent to you with a pre-paid return label once your return is approved. This can take up to 72 business hours.

4) Print (2) copies of the label, attach one outside the box and include one inside the box.

5) Within 2 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.

Refunds are processed as fast as possible following the receipt of your package at our distribution center.
Please allow 3-5 business days after the refund is issued for it to appear on your issuing bank statement.

ACCOUNT AND REGISTRATION

To create an account, click here.

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 our customer experience team if you need help 1-855-588-5287(Toll free) or SHOP@SOIAKYO.COM

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 our customer experience team if you need help 1-855-588-5287(Toll free) or SHOP@SOIAKYO.COM

To receive our newsletter and to know more about our special offers, click here.

PRODUCTS

You can visit our Flagship Store here

CAREERS

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

ACCESSIBILITY

CLICK HERE FOR OUR ACCESSIBILITY OPTIONS.

REPAIRS

Please complete the repair request here with the below information in order for us to review your claim:

- Copy of your original invoice or bill.

- Product name, color and size.

- Pictures of the Full Front & Full back of the item, and also of the area(s) with an issue.

- Details of the issue with the garment.P.O. number (this small tag is sewn inside the product's inner seam near the fiber content label and is generally a 5 digit number).*Please note that older models may not have this tag.

- Your complete contact information including your return shipping address.

Free shipping

Free shipping and returns - customs and duties taxes included