ORDERS & SHIPPING

HOW MUCH DO YOU CHARGE FOR SHIPPING?

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

WHEN WILL MY ORDER ARRIVE?

Orders are generally shipped within 24 hours.
Orders placed before 2pm EST are shipped the same day.
Most orders will be delivered in 1-2 working days.
Some orders can take between 3-5 working days depending on your location. Remote locations can take longer.

HOW CAN I TRACK MY ORDER?

click here to track your order

WHERE IS MY ORDER CONFIRMATION EMAIL?

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.

SIGNATURE UPON DELIVERY OF MY ORDER

Someone at the shipping address must sign for the order.

WHERE DO YOU SHIP TO?

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.

DO YOU CHARGE CUSTOMS AND DUTY?

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.

ACCEPTED FORMS OF PAYMENT

We accept Visa, Mastercard, American Express and PayPal.

TIMING OF BILLING

You will only be charged once your order has shipped

HOW CAN I CANCEL MY ORDER

Call our customer experience team within 30 minutes after you placed the order 1-855-622-5243 If it’s outside regular business hours (9am-5pm EST) please Email SHOP@SOIAKYO.COM

CAN I CHANGE THE SHIP-TO ADDRESS WHILE MY ORDER IS IN TRANSIT

We currently do not reroute orders.

OUT OF STOCK ITEMS

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. Online items are re-stocked 2 times per week so check back as availability changes regularly.

HOW DOES PRE-ORDER WORK?

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

Refunds are processed within 7-10 business days following the receipt of your package at our warehouse. Note that it can take between 3-5 business days to appear on your issuing bank account statement.


RETURNS

WHAT'S YOUR RETURN POLICY

You may return your unused product for a full refund within 30 days of the purchase date.
Make sure the merchandise you return is in its original condition, tags included, otherwise we will be unable to accept your return and issue a refund
You can visit one of our Flagship Store or use the pre-paid FedEx shipping label included with your online order for easy shipping or use another method of your choosing. To request an exchange, please contact us at 1-855-622-5243. If it’s outside regular business hours (9am-5pm EST) please Email RETURNS@SOIAKYO.COM. We’ll place a new order for your desired item and we’ll waive the standard shipping costs. You will be charged for this order when it ships and once we receive your return, your refund will be processed. (Sorry, but exchanges cannot be performed on PayPal orders.)

HOW DO I RETURN AN ITEM?

You can visit our Flagship Store or use the pre-paid FedEx shipping label included with your online order for easy shipping or use another method of your choosing.
If you are shipping the item back please send an Email with the below information to RETURNS@SOIAKYO.COM.

  • Order number
  • Style name
  • Colour
  • Size
  • Return reason among the following: too small, too big, model/cut, colour, wrong article or defect (with a description of the issue)

Once we receive your package, your refund will be processed in the following 7-10 business days. You will be notified by email when the refund has taken place. Note that it can take between 3-5 business days to appear on your issuing bank account statement.

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