We want you to truly enjoy your Soko Glam experience and the products you have purchased. We stand behind the quality and effectiveness of every item available in our shop. However, if you are not completely satisfied, please review our return policy guidelines below.
If you would like to return an item for any reason, please carefully repack the unused portion along with all original components and paperwork in secure shipping packaging and mail it back to our returns facility address provided to you.
Once received and checked over, we will process your refund based on the original payment method. Please allow 2 weeks from the return delivery date for the reimbursement transaction to finalize after the verification process concludes.
We kindly ask the customer cover return shipping charges back to our facility. However, if the return is due to our error (you received the incorrect or damaged item, etc.), please contact us and we will email a prepaid return label to affix to your package.
Return Eligibility Window
Unused items are eligible for return within 30 days from the date you received your order. Please see exceptions below:
- Sale items: Due to limited inventory, sale merchandise is final sale and ineligible for returns unless defective or damaged.
- Subscription Boxes: Due to the personalization and discount nature of our monthly subscription boxes, they are considered final sale. However, as a one-time courtesy, you may return or exchange the contents of your first subscription box if unused. Regrettably subscription services cannot be cancelled nor refunded after confirmations.
- Sample packets/trial sizes: As an additional courtesy, we do not accept returns on our mini sample packets or trial/travel sizes unless defective as we cannot resell opened products. So please enjoy them!
- Clearance: Out-of-season clearance merchandise that has been further marked down is unfortunately final sale.
- Gift with Purchase (GWPs): Free promotional gifts with purchase included in your order are ineligible for return.
Please check your items immediately upon delivery for any damage or errors. If you discover an issue, contact us as soon as possible within 30 days. Unfortunately we cannot accommodate returns initiated past 30 days without extenuating circumstances at our discretion.
Based on the reason for your return, here is how we process reimbursements:
If an item you purchased from Soko Glam arrives broken, used, expired or substantially not as described, we apologize sincerely. Please contact us right away including photos so we can file a claim and offer replacement options. Once received, we will inspection the item before issuing a full refund including shipping costs you incurred.
2. Retailer Error:
If we made a mistake and you received the incorrect, extra or missing items, different shades, etc. please let us know so we can make corrections. After confirming the error and receiving the parcel back, we will gladly refund your original order amount plus any return shipping fees.
3. Change of Mind:
If you simply had a change of heart or prefer a different selection, you may return any unused products in original condition within 30 days of delivery for a full merchandise refund. However, we cannot refund any shipping fees incurred in the original purchase except as a one-time courtesy for first-time customers.
Please note: The refund transaction can take 7-14 business days to finalize depending on your bank’s processing times. Credits back to original gift cards or reward points may take up to 30 days.
For returning multiple items, we will reimburse you for each product deemed eligible for refund after case-by-case inspection. If only 1 or 2 parts of your purchase are affected, you still retain the discount from any bundle pricing at time of checkout.
- If over half the products are unacceptable, please return everything for a complete order refund.
- In the rare case of widespread issues indicating a compromised batch, at our discretion we may request you mail back the full bundle and will subsequently issue a total reimbursement.
Our friendly team is here to help troubleshoot any individual situations not covered above. We will try reasonably to make it right!
After received and verified, we process returns and refunds according to original payment form:
- Credit card purchases: Reimbursed back to the original credit card used
- PayPal purchases: Refunded to your PayPal account
- Gift card redemption: Value credited to a new shop gift card since we cannot cash out balances.
- Rewards points redemption: Points returned to account for future use
- Store credit: Funds credited to a new store credit gift card rather than cash
Please check the email used at checkout for confirmation and details once your return has completed processing. Typically refunds require 5-7 business days to appear in your account or on statements once issued on our end. If you do not see the adjustment after 7 business days, contact your bank/credit card company before reaching out to us to allow more time for banks batch processing.
For returns paid partly by gift card/store credit and partly by another payment method, we will recalculate the appropriate split distribution.
We issue refunds in the original tender to comply with accounting principles. If you have an exceptional circumstance requiring an alternate reimbursement method, our customer service team can review special cases individually but cannot guarantee approval.
For eligible, unused returns in original condition, we happily offer the option to exchange for other merchandise instead of a refund.
Please browse our website and make new selections. Then contact our team within 30 days of your delivery date once you have decided so we may assist arranging details.
For exchanges, we kindly request you pay the price difference if selecting a more expensive substitute. However, we do not deduct discounts if choosing a lesser value replacement. We strive to make exchanges hassle-free while accounting for our inventory costs fairly.
The fastest option is to initiate a regular return through our automated online portal and place a new separate paid order for different goods. But we understand wanting to avoid multiple shipments. Our team can override default system limitations to force through a manual exchange as a courtesy if organized ahead of time.
However, exchanges add several manual processing steps which slows our response time. We appreciate your patience as we undertake careful inventory adjustments to swap out items on your behalf behind the scenes.
Please note that sale or clearance merchandise, sample packets, sheet masks, subscription boxes, and other final sale items are ineligible for exchange, only return if unused.
Sometimes orders become lost or delayed in transit before reaching you. If your tracking information has not updated for several days beyond the shipping timeframe quoted, please alert us promptly so we can launch an investigation.
In case of verified missing mail, you have the options to:
- Wait extended time: We can continue monitoring tracking and attempt locating it for 2-4 more weeks in rare cases packages turn up. However, if the system deems it unrecoverable, we will cancel the order and issue refunds after 8 weeks.
- Refund immediately: For expediency, we can process a full merchandise refund within 1-3 business days while still trying to recover it. If found afterwards, you can keep the package at no charge or return to sender.
- Resend replacement order: Alternatively, we can swiftly reship a duplicate order. Once the new package shows movement, we will close the case. In the unlikely event both shipments ultimately show up, keep one and return the spare.
We apologize sincerely for any packages which unexpectedly go astray in transit. Please know we fully stand behind our shipments and will make it right should such rare circumstances arise.
Please follow our published policies when initiating any returns to avoid refusal. If your return shows up unexpectedly without a communicated reason, appears outside the 30-day window or violates other guidelines such as missing original components, we reserve the right to deny refund or exchange privileges at our sole discretion.
In such documented scenarios after investigation, we will return the shipment back to you at your expense rather than reimburse your merchandize. Please take care to organize returns properly to streamline processing on both ends.
If anything remains unclear about our returns process, reach out to our helpful team for individual clarification before shipping anything back to avoid hassles. We want to ensure a smooth, hassle-free experience if needing to part ways with any less-than-glowing purchases, which luckily occurs infrequently.
Thank you for understanding these necessary policies to protect the consumer-friendly universal return option which remains exceedingly generous and rare in the cosmetics industry. With hundreds of emerging skincare labels, allowing open-ended “no questions asked” returns facilitates substantial financial damages from exploitation by unethical consumers. By instituting reasonable guidelines, we can continue serving our genuine, ethical community. Together through open communication and compassion, we will leave returns feeling cared for.
Please contact us with any other unique circumstances for case-by-case assessment by our empowered CARE representatives available during business hours.