FAQs
Q: How should I care for my items?
A: Please hand wash and gently clean your scrunchies and hair sets with a pH neutral (7) liquid detergent.
Q: What payment methods do you accept?
A: We accept all major credit/debit cards, Apple pay, google pay, and Paynow. There will be no additional costs incurred when checking out as we will absorb the relevant transaction fees regarding the item purchase etc.
For any other transactional fees, please check with your card-issuing bank for more information. We will not reimburse customers for any fees imposed by your card-issuing bank.
Q: What if I have an issue or made a mistake after checking out?
A: If you have any issues or made a mistake, please contact us immediately. We will try to assist you as best we can. Please make sure to include your order number, and any other relevant information so we can find your order as fast as possible.
However, please note that we cannot guarantee we will be able to assist you after the order is submitted depending on our shipping times. If there are any extra costs incurred due to an error on your end, you will be liable for any additional costs.
Q: How will my item reach me?
A: All items will be securely and protectively packaged and shipped to you by a tracked local courier service in Singapore.
Q: How long will delivery take?
A: Standard delivery will be 2-4 working days. Expedited delivery will be the same/ next day depending on when the order is placed (if unsure, please feel free to reach out to the team).
Q: How much is shipping?
A: Standard delivery is $3, and free for orders over $20 SGD. Expedited delivery is a flat fee of $14.
Q: What if there's an issue after I receive the package?
A: Please contact us immediately via: thesoiemode@gmail.com
- Send us an email within 2 days of receiving your package.
- Please include photos and a description of your issue.
- Please include all order info details.
Q: What is your returns and exchange policy?
A: All purchases suitable for returns can be returned for a gift card. Do note that each order is only valid for a one-time credit. We do not provide cash refunds for any return orders and delivery fees, if any, will not be refunded.
Kindly email us at thesoiemode@gmail.com to request for a return with the following information within 7 days from the date of your purchase.
- Order number and item(s) that you wish to return:
- Reason for return:
To be eligible for a return, your item must be in the exact same condition that you received it, meaning that it must be unworn, unused, and all relevant original packaging involved in the item must be entirely new as well, with no defects/ dents etc. It must be purchased directly from us under your name/account with order confirmation receipt etc.
If your return is accepted, we’ll send you instructions on how to proceed with the return. Return shipping costs will have to be borne by you, and no self drop offs are permitted. Items sent back to us without first requesting a return will not be accepted.
However, if the product is found to be in an unsuitable condition (worn, washed, altered etc), we will unfortunately have to send it back to you and shipping costs will have to be borne by you.