FAQs – Frequently asked questions
Account
Do I need a customer account?
We recommend having a customer account to improve your experience of our SoWoit online store and to benefit from promotional offers during our Private Sales.
How do I create my account?
To create your account, click on the [Person] icon at the top right if you are on a computer or on the [Account] icon in the menu if you are on a mobile phone. Enter your email address and complete the various fields on the account creation form. Click on [Confirm] to confirm the creation of your account. Once your account has been created, you will receive an information email.
You can also create your customer account when placing an order.
I have forgotten my password, how do I reset it?
If you have forgotten the password associated with your customer account, access the authentication panel by clicking on the “PERSON icon” at the top right of the page on a computer or via the menu on a mobile phone. Click on [Lost your password?]. You will receive an email telling you how to reset your password. This will include a link you can click directly to access the password reset page, where you will be asked to choose a new password. This email may take a few minutes to arrive, check your spam folder if you do not see it in your inbox 😉
How can I change some personal information on my customer account?
Log in to your account to change your personal information. In the [Account details] section, you can update your name or password, or enter your date of birth. However, it is not possible to change the email address attached to your customer account. In the [Addresses] section you can add, delete, or change your delivery addresses. Please note that changing a delivery address will have no impact on previous orders.
Order
What products can I order?
You can create your own style by customizing one of our models such as the Sasha Tote bag, or you can purchase our curated limited editions or pochettes.
How can I make sure that my purchase was completed correctly?
You will know that your purchase has been completed correctly if, at the end of the process, you are redirected to the success page, indicating that your payment has been accepted and the order created with its order number.
At the same time, you will receive an order confirmation email summarising the item(s) and the amount of the purchase. If you do not receive the email, please check your spam folder. If you have a customer account, you can log in to your customer area just after your purchase to confirm that your order has been accepted and track its subsequent preparation and shipping.
When do I have to pay for a ‘compose your style’ order?
Customized products must always be paid before being manufactured and dispatched.
Can I change the items in my order?
It is not possible to amend and modify your order if you purchased a “create your style” model because it is a made to order product, therefore customized only by and for you. For the other products please follow the instructions in the RETURNS section.
Payment
What are the available payment methods?
The payment methods available on our SoWoit website are by credit card (Visa, Mastercard, Credit Card, American Express) or by Paypal, To register for a PayPal account, visit the website www.paypal.com.
Are payments well secured ?
At SoWoit we treat your data with the respect they deserve: our transactions are completely secure with Comodo and no personal information is disclosed. Your bank details are handled entirely by our financial partners STRIPE or PAYPAL, without our staff having access to them, even if you choose to save your payment details for future purchases.
How can I get an invoice ?
SoWoit issues an invoice for each order placed. This document will be sent as an attachment with the parcel shipping confirmation email. Note: once the order has been confirmed, it will be impossible for you to modify the information you have entered, just as it will be impossible for us to issue a new invoice. Alternatively, to see your invoice, you can go to My account > Orders > choose order.
Which currencies do you accept for payment on the SoWoit website?
Prices are displayed in euros for all countries.
Delivery
What delivery methods, times and costs are offered?
Please see all the information in our Shipping page.
How long does a customized order delivery take?
Customized products from SoWoit will be delivered within 4 – 6 weeks. In average, orders are processed and prepared within 4 and 6 weeks after they were confirmed and before being handed over to our carriers. Our logistics team works from Mondays to Fridays. We promise to do our best to process your order as fast as possible.
In case of a peak of activity, for example during collection launches or sales, the processing and shipping of your order may exceptionally take up to 8 weeks. We know you are looking forward to receiving your items and we thank you for your patience under these exceptional circumstances.
How do I track my delivery?
As soon as our creations leave our Atelier, we will send you a confirmation email indicating your parcel’s tracking number.
You can track your parcel’s status at any time by logging into “My account” and clicking on “Orders”.
How can I change my delivery address?
If you incidentally give wrong information about your delivery address, you can modify it before the order is prepared. Please get in touch with our customer service by email at the following address: customerservice@sowoit.com within 24 hours of receipt of the validation of your order confirmation
What can I do if my parcel is damaged?
Our logistics teams take great care in preparing your orders and ensuring the reliability of the delivery services they work with. If your package arrives damaged despite these precautions, we advise you to decline the delivery if it looks like items are missing or may have been damaged in transit, especially if the package is visibly open or torn. To help us launch an investigation with the carrier and find a solution, please contact us directly at customerservice@sowoit.com.
If you were not able to decline the delivery, and you notice an anomaly when you open the package, we will open an investigation and help you with the process.
We invite you to contact our Customer Service team at customerservice@sowoit.com stating your order number, a description of the situation, references of the missing or damaged items, and photos of the package and the items which we need you to please keep with you until the investigation ends.
Returns
How can I return a Limited Editions product or pochette?
Please make sure you secure the items purchased you wish to return are without being worn and in the same condition as they arrived. Place the said items in a well-protected parcel and ship it with a registered delivery service to make sure the parcel can be traced and accounted for. The return address is: SoWoit, Avenida Emília 179, São João do Estoril, 2765-480 Estoril, Portugal
Can I return or exchange a customized order?
We manufacture our customized products just for you, so we do not accept exchanges or returns unless the product has a manufacturing defect. In the unlikely event this happens, please send an email to customerservice@sowoit.com with all order details and pictures of the defect product.
How much does it cost to return a product?
For returns made from Portugal and Metropolitan France, returns are free. For returns made from other countries, the return of a product is at your expense.
Where can I find your collection?
You only can find our collection through our Online Store www.sowoit.com
Need more extra help?
If you have not found the answer to your question, please contact us at customerservice@sowoit.com.