Returns & Refunds
We’re sorry to hear that you are not happy with your purchase. In this case, you’ll have 30 days to return any item, from the day you received it.
Any item you wish to return must be sent to us unworn, in its original condition and packaging. Labels must still be attached on the T-shirts, the infusions must be sealed with their original seal tags untouched and the jewelry must be accompanied by its warranty and stone description card.
If your order qualified for a free gift, it must also be returned before your refund can be processed.
To return any items please fill the return form that will be sent to you on your package:
- Select which items you’d like to return and the quantity
- For each item selected please indicate the reason for return
Put the return note inside the original package (or similar) along with the items you wish to return. Please be sure that the package is taped securely.
To ensure your package safely reaches us, we recommend that you use our pre-paid postage label, which is included in the original packaging. Attach the label to the return parcel.
On the return label you will find the name of the carrier responsible for your package. You must drop off your package at one of that carrier's parcel shops.
For further information about the available parcel shops near by please select your carrier from the list below:
Responsibility for the return is yours until the package reaches our warehouse. Please remember to ask for a proof of postage, when dropping off the package.
As soon as your package arrives at our warehouse and the item's condition is approved by our logistics team, the refund process will be started.
At this moment you will receive a return confirmation email from us.
The returns are always free, but we ask that you keep them to a minimum so that we minimize the environmental impact caused by unnecessary shipping.
To exchange an item please follow the return instructions and contact our Customer Support team at help@sohzen.com with the following information:
- email in which the order was placed
- order number
- items you’d like to exchange
As soon as your package arrives at our warehouse and the item's condition is approved by our logistics team, the exchange process will be started.
At Sohzen quality is at our core, if any of our great products arrive at your hands faulty, we will make it up to you the best way we can.
Our customer support team is here to help, just send an email to help@sohzen.com with the following:
- email in which the order was placed
- order number
- which item is damaged (please explain the defect you found)
- photo of the item
Once our support team validates your complaint, you’ll be offered a full refund of the item value or a product replacement (you decide).
Once your return package is processed and validated by our team you will receive a confirmation email.
The refund process can take up to 14 working days, and will be made through the same payment method as the initial transaction.
For more information please check our Refund Policy.
