Question 1

Who are we?

Accepted Answer

We are So Not Size Zero, one of the leading pioneers in introducing shoppable clothing and fashion inspired by the latest Korean Dramas and Korean Pop. Established in 2017, we have accumulated a long-standing relationship with clothing and jewelry factories worldwide in order to provide customers with quality and affordable products.To find out more, read 'Our Story' here and 'Our Promise' here.

Question 2

Can I change my order's delivery option to Expedited Shipping instead?

Accepted Answer

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.

Question 3

What are the countries you do not ship to?

Accepted Answer

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.

✖ Hungary✖ Myanmar ^✖ Netherlands✖ New Caledonia✖ Philippines✖ South Korea* Please kindly note that although the Free Standard Shipping option to Canada has resumed, there might be delays due to the previous strike by the Canadian Union of Postal workers.

^ Please kindly be informed that we are unable to ship to Myanmar via the Free Standard Shipping option but will not be liable for any lost mails due to the political turmoil situation over there.

^ Unfortunately, the Expedited Shipping option is not available for shipping to Myanmar due to the political turmoil situation there as well and we thank you for your kind understanding about this.

Question 4

Order Tracking for Local Orders [Singapore]

Accepted Answer

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)Alternatively, you may also wish to track your parcel via our website here.

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

ARAMEX
DHL  
FedEx  
Qxpress  
TNT (FedEx Express)  
UPSAlternatively, you may also wish to track via our website here.

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.

Question 5

Can I change or cancel my order after confirmation?

Accepted Answer

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.

Question 6

Why am I being charged in USD?

Accepted Answer

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.

Question 7

I am not sure if my payment is successful, what should I do?

Accepted Answer

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.

Question 8

What are the payment options available?

Accepted Answer

We accept payments via all major credit cards as well as via Paynow (for Singapore customers).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 PayNow payments for Singapore customers via HitPay.We no longer accept PayPal payments due to an increase in sellers' fees and fraudulent claims and we thank you for your kind understanding about this.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.

Question 9

What is your return and exchange policy?

Accepted Answer

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 10 calendar days from the indicated signed for / arrival date of your package. 
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.

Question 10

Order Tracking for International Orders

Accepted Answer

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, LGXXXXXXXXXSG or RTXXXXXXXXXSG in the "Tracking Number" field and click the "Check Item Status" button)Alternatively, you may also track your parcel at our website here.For USA Customers, you may wish to track your parcel at the USPS Website here (please note that it will only reflect the tracking status upon arrival in the United States and scan by USPS).
 
Expedited Shipping option
 
 Please kindly refer to the respective international courier's website for tracking.

ARAMEX
DHL  
FedEx 
TNT (FedEx Express) 
UPSAlternatively, you may also wish to track your parcel via our website here.
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.

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