Frequently Asked Questions

Check our most frequently asked questions here, if you still need help then please contact us at contact@sonotsizezero.com

ORDER ISSUES

Yes you can, if we have not sent out your parcel via the Free Standard Shipping option.

We are sorry that we are unable to do so once we have sent it out for mailing.

Please contact us immediately at sales@sonotsizezero.com to inform us of your request. Do kindly be reminded that additional payment applies for the Expedited Shipping fees.

Please note that any change or cancellation cannot be made once your order has been confirmed.


This is because all orders are submitted with the factories and/or suppliers the moment they are received to ensure that stocks are secured and will be dispatched to us as soon as possible to avoid any possible delays to you.

All successful orders should receive an automatic 'thank you' email upon the completion of payment.

Should you fail to receive an email, it may be pertaining to the following reasons:

  • Payment was not successful (please rest assured that payment was very likely not deducted in this case)


  • You have entered the wrong email address

If you feel that it is not due to the above reasons, please do not worry and kindly email us at sales@sonotsizezero.com so we could check your order details and our payment records to confirm.

We are sincerely apologetic about sending you the wrong item! 😌

Please kindly give us a chance to fix this! 😣


Do send us an email at sales@sonotsizezero.com within 10 working days upon receiving your parcel with the following details:

1. Your Order Number (Example, #XXXX)

2. A Snapshot of the Wrong Item Sent to You

3. Name of the Correct Item that Should Have Been Sent to You Instead


Our after-sales team will be getting in touch with you as soon as possible on the next steps to take.

For incorrect item(s), we would greatly appreciate it if you could kindly send it back to us by the cheapest traceable shipping mode available and we will compensate you for the postal sending fee.


Please make sure that your items are unworn, unwashed, unaltered, and any tags attached are still on.

We are terribly sorry for sending you a defective item! 😌


Please kindly give us a chance to fix this! 😣


Do send us an email at sales@sonotsizezero.com within 10 working days upon receiving your parcel with the following details:

1. Your Order Number (Example, #XXXX)

2. A Photo of the Defect and Another Photo of the Defective Item
(Please kindly be reminded that photos should be in focus and clear)


3. Item Name of the Defective Item

Our after-sales team will be getting in touch with you as soon as possible and assist you with the exchange or refund, if you are #eligible for it. If the defective item is out of stock or discontinued, a full refund will be issued to you.


For defective items, we would greatly appreciate it if you could kindly send it back to us by the cheapest traceable shipping mode available and we will compensate you for the postal sending fee.

Please kindly ensure that defective item(s) are unworn, unwashed, unaltered and still have their tag on before returning to us.

#Please kindly be informed that eligibility for an exchange or refund will be determined by a few factors, such as Manufacturing Defect, Difference in Patterns due to the different cuttings of cloth as well as Abnormal Degradation of an Item from Improper Maintenance (arising from accidental and man-made incidents, such as, accidental dropping / knocking of item against a hard surface thus resulting in scratches / abrasions , not removing jewelry before coming in contact with water / perfume thus resulting in accelerated oxidization to occur as well as not taking proper care and caution when washing the clothes thus resulting in tear and discoloration) 

PAYMENT

We accept payments via all major credit cards as well as Paypal transfers.


We work with our website platform host as well as Stripe, a credible payment platform, to accept payments with credit cards, supporting all credit and debit cards (Visa, Masters, American Express, Diners, JCB and many more) from customers in every country in 135+ currencies.


To check if Stripe supports your credit card, click here.


We also support Paypal payments.


Please kindly be informed that all items sold on our online store are charged in USD.


We sincerely apologise for any inconvenience as this is a Pinterest requirement in order to qualify for a business account with them.

We sincerely apologise for any unintended misperception and would like to highlight that all items sold on our online store are charged in USD.


Unfortunately, this is a requisite by Pinterest in order to qualify for a business account with them.

Please be rest assured that we monitor each and every customer's order as well as payment amount closely and would immediately refund any excess charged accordingly.


However, in the event, that you believe you were charged an incorrect amount and would like to refute it, please kindly contact us at sales@sonotsizezero.com and our Finance Department would attend to you shortly.

All successful order and payments should receive an automatic 'thank you' email upon the completion of payment.


Should you fail to receive an email, it may be pertaining to the following reasons:

  • Payment was not successful (please rest assured that payment was very likely not deducted in this case)

  • You have entered the wrong email address


Should you fail to make a payment successfully, it may be pertaining to the following reasons:

  • Usage of bank card for the first time (in this case, you might have to activate the card with the bank before using)


  • Incorrect billing name and address (it must tally with banking records)


  • Difference in countries between cardholder and purchaser


  • A lost or stolen credit card was used


  • Incorrect 2-factor authorisation code or credit card pin was entered


  • Multiple failed attempts was detected


  • Insufficient credit limit or bank balance

If you feel that it is not due to the above reasons, please do not worry and kindly email us at sales@sonotsizezero.com with the erroneous details (such as a clear photo of the payment error) so we could check your order details and our payment records to investigate. 

RETURNS AND EXCHANGES

We accept returns and exchanges for all items that are unworn / unwashed and with tags on, except bags (due to possibility of wear and tear), swimwear, undergarments, #accessories and #jewelries (due to hygiene purposes).

Please kindly be reminded that we do not entertain returns or exchanges due to a change of mind or human error (such as carting out the wrong size, selecting the wrong colour / variant / options).


Minor defects such as loose threads, slight stains or scratches that are not noticeable will not be considered as defects and hence, are not eligible for an exchange or refund.


If you are unsatisfied with your purchases due to reasons notwithstanding the above reasons and wish to conduct a return or exchange, please email us beforehand at returns@sonotsizezero.com to inform us of your returns.

You must receive our approval before sending the item(s) back to us.
Any unaccompanied returns will be
immediately disposed of, without any refund.


Kindly note that you will be responsible for the shipping charges as well as arrangement of delivery back to us. Please be reminded that only a traceable shipping mode will be accepted.


Delivery fees, if any, will not be refunded.


Returns must be received within 20 calendar days from the date your parcel was dispatched.

For reasons that will be eligible for a refund or exchange, please kindly refer to our full policy here.

Please kindly be informed that we reserve the right to reject any returned item received if it shows traces of it being worn out (such as perfume or abnormal smells as well as wear and tear [abrasions, scratches and oxidization]) and if it is without any tag.


#Please be rest assured that if the accessory / jewelry received is defective, we will fully compensate you.

You can return all items that are unworn / unwashed and with tags on within 20 calendar days from the dispatch of your order, except for the following items:

  • Bags (due to possibility of wear and tear)

  • Swimwear (due to hygiene purposes)

  • Undergarments (due to hygiene purposes)

  • #Accessories (due to hygiene purposes)

  • #Jewelries (due to hygiene purposes)

  • Sale and Clearance Items

All returned items should be sent in their original condition and packaging, including with tags attached. There must not be any perfume or abnormal smell either.


Please kindly be reminded that we do not entertain returns or exchanges due to a change of mind or human error (such as carting out the wrong size, selecting the wrong color / variant / options).


Minor defects such as loose threads, slight stains or scratches that are not noticeable will not be eligible for an exchange or refund.


For the full conditions for a return or exchange, please kindly refer to the page here .



You must email us at returns@sonotsizezero.com beforehand to notify us of your returns and receive our approval before sending back to us. Any unaccompanied returns will be immediately disposed of, without any refund.



Kindly note that you will be responsible for the shipping charges as well as arrangement of delivery back to us. Please be reminded that only a traceable shipping mode will be accepted.


We will process any returns within 3 - 4 working days upon receiving successfully and will send a follow-up email to you.


#Please be rest assured that if the accessory / jewelry received is defective, we will fully compensate you.

TRACKING & DELIVERY

Upon fulfillment of your order, you should receive an automatic shipping email that contains a tracking number and link.  


Please kindly refer to the shipping email sent to you for further tracking information.

Alternatively, you may refer to the following guide:



Free Standard Shipping option

  • You may access the Qxpress website here to track your parcel


  • Please key in your tracking number (example, QSPXXXXXXXXX in the "Tracking No" field and click the "Search" button)


Expedited Shipping option


Please kindly refer to the respective courier's website for tracking.



If you have not received any shipping information or shipping email after we have fulfilled your order, please kindly contact us at sales@sonotsizezero.com, and include your order number as well as name so we could verify your information and retrieve your order details. 

Upon fulfillment of your order, you should receive an automatic shipping email that contains a tracking number and link.

Please kindly refer to the shipping email sent to you for further tracking information.


Alternatively, you may refer to the following guide:


Free Standard Shipping option

  • You may access the Singpost website here to track your parcel

  • Please key in your tracking number (example, RTXXXXXXXXXSG in the "Tracking Number" field and click the "Check Item Status" button)

Expedited Shipping option

 Please kindly refer to the respective international courier's website for tracking.

If you have not received any shipping information or shipping email after we have fulfilled your order, please kindly contact us at sales@sonotsizezero.com, and include your order number as well as name so we could verify your information and retrieve your order details.

What are the delivery options available and when can I expect to receive my order?


Please kindly be informed that we are based in Singapore and ship from Singapore for all items marked with "Premium Item". For items that are not marked with "Premium Item", they are dispatched direct by the supplier.


There are two types of delivery options available, namely:


  • Free Standard Shipping option

    • Shipped via Local Courier

      • Our local courier partner is Qxpress

      • Delivered between 2 to 3 working days [after #order has been fulfilled]

      • Please be informed that we are not able to ship to the outskirts of Singapore (which include Tuas and other islands), P.O. Boxes, Army Camps as well as Hotel Rooms. Additional charges may apply for delivery to Sentosa.

  • Expedited Shipping option

    • Shipped with Qxpress and/or reputable and internationally recognized courier companies, such as DHL, FedEx, UPS and ARAMEX.

      • Delivered a few hours or one working day [after #order has been fulfilled]

      • Please be informed that we are not able to ship to the outskirts of Singapore (which include Tuas and other islands), P.O. Boxes, Army Camps as well as Hotel Rooms. Additional charges may apply for delivery to Sentosa.

Additional notes:

#Please note that as we ship directly from South Korea (for earrings and accessories) and China (for clothings and certain bags), a certain waiting time is required. We will try our best to ship your items out from our overseas warehouse as soon as possible.

What are the delivery options available and when can I expect to receive my order?

Please kindly be informed that we are based in Singapore and ship from Singapore for all items marked with "Premium Item". For items that are not marked with "Premium Item", they are dispatched direct by the supplier.


There are two types of delivery options available, namely:


  • Free Standard Shipping option

    • Shipped via International Registered Mail

      **** Please kindly be reminded that it is the responsibility of the customer to ensure that any mandatory customs declaration form is pre-filled in and submitted to customs. ****

    • Shipping time dependent on individual countries

      • Shipping to USA, UK, France and other major countries
        Approximately 2 and a half working weeks to 3 weeks [after #order has been fulfilled], assuming no delay from customs.


      • Shipping to Brazil, Mexico and other countries
        It would take approximately 3 to 4 weeks, assuming no delay from customs. Please be informed that it is compulsory for customers to make duties payment to the customs or parcel processing facility before the parcel will be released to you for delivery.

  • Expedited Shipping option

    • Shipped via reputable and internationally recognized courier companies such as DHL, FedEx, UPS and ARAMEX.

    • Approximately 1 or 2 working weeks [after #order has been fulfilled], assuming the fastest courier option is chosen and there is no delay from customs.

    • Fees vary based on the delivery frame and is dependent on individual countries, as per charged by the courier companies.

    • For more details on fees and countries we ship to, please refer to this page here .

Additional notes:

#Please note that as we ship directly from South Korea (for earrings and accessories) and China (for clothings and certain bags), a certain waiting time is required. We will try our best to ship your items out from our overseas warehouse as soon as possible.

If you missed your delivery, please email us immediately via our email address, sales@sonotsizezero.com, and refer to the following guide based on your shipping option:


Free Standard Shipping option

  • Please do not panic as your parcel may be placed at a post office nearest to your shipping address for self-collection. In this case, we would strongly advise collecting it as soon as possible to avoid the parcel being sent back to us after a certain period of time.


  • We are sincerely apologetic that if the parcel is sent back to us by your national carrier (which we will only receive in Singapore many months later), re-delivery fees in the form of an international postage fee will have to be borne by you if you wish for us to send it to you again.


  • Should you reject to pay the re-delivery fees, the parcel will be donated or disposed of by us and unfortunately, we will not be able to compensate you for the item(s) you have purchased.


Expedited Shipping option

  • Please do not panic as your parcel may be placed at a collection point or at the international courier office for self-collection or re-delivery. In this case, we would strongly advise collecting it as soon as possible to avoid the parcel being sent back to us after a certain period of time.

  • We are sincerely apologetic that re-delivery fees may be applicable and is fully payable to the international courier therefore we would strongly encourage you to make sure that someone is at home to receive your parcel.

  • Should you reject to pay the re-delivery fees, the parcel will be disposed of by the international courier and unfortunately, we will not be able to compensate you for the item(s) you have purchased.

Unfortunately, we would not be able to change your delivery information once your parcel has been sent out.


If we have not sent out your parcel, please contact us immediately via our email address, sales@sonotsizezero.com, and include "IMPT: Change of delivery address" as the subject header of the email so we would notice and amend it for you as soon as possible. 

We are terribly sorry for any inconvenience or disappointment and would like you not to panic and give the following a read first.


Some reasons why your order has not been delivered yet:

  • You have ordered more than one item and therefore we will wait until all items have reached us before sending them to you. Should you require an item urgently, we are able to send it out first. Please email us at sales@sonotsizezero.com beforehand to inform us of your request. Otherwise, we will await for all items to arrive by default.


  • Your order consists of an item that requires some waiting time, such as:

    • Order of a clothing that is only produced upon order, some production time (usually between 10 - 20 working days) is required by the factory to complete the item and customers are usually informed beforehand in the item variant.

    • Order of jewelries / accessories that is imported from South Korea. Please note that some purchasing time is needed as most jewelry / accessory shops in South Korea open only at night and some may choose not to open at all if the COVID-19 situation grows serious. In such instances, we would have no choice but to wait until they re-open for business.

Before contacting us, please kindly be informed that all fulfilled orders should receive a tracking number and link via an automatic shipping email. Do be reminded to check your spam folder to ensure that it has not landed there.


If your order is notwithstanding to the above reasons and you believe that there is a mistake somehow, please contact us at sales@sonotsizezero.com and quote your order number as well as your name so we can verify your information and retrieve the order details to check the order status for you.

We currently ship to all major countries.

We are unable to ship to the following countries via the
Free Standard Shipping option due to postal irregularities and COVID-19 restrictions. 


βœ– Canada

βœ– Hungary

βœ– Philippines

βœ– New Caledonia

We are currently based in Singapore and ship all items (with the "Premium Item" tags) from Singapore.


To see if we ship to your country, kindly refer to our list of shipping countries here.


Don't see your country under our list of shipping countries? Simply submit a form here so we can include it in the list!