Frequently Asked Questions

How can I contact Sokai?

You can email us at support@thesokaistore.com where our customer service team will respond within 24 hours.

 

 

Do you ship worldwide?

Yes

 

Where do you ship from?

We ship directly from our manufacturer in Hong Kong. 

 

 

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is delivered.

 

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

 

 

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after processing. 

 

 

How long will it take to receive my order?

Typically it takes 1-2 weeks for delivery. We are currently working on improving this.

 

What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund. Just contact our customer service team.

 

 

How do I return an item?

Please contact us at support@thesokaistore.com or use the online form in our support page.

 

 

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your situation as soon as possible.

 

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.