What is your return policy?
All purchases (including purchases made through Choose What You Pay and at brick-and-mortar locations) may be returned within 90 days. Please ensure that items are unworn, unwashed, and undamaged. Note: All items must be returned with any original packaging, including any tags the item came with. Refunds for store credit are free and include free shipping on your next order. For refunds to credit cards, PayPal, and Alipay we deduct $6 to cover shipping and restocking. Refunds may only be issued to the credit card, PayPal account, or Alipay account used to make the original purchase.
How do I start a Return?
To request a return, simply navigate to Orders & Returns while logged into the site, select the items from the order you’re shipping back and why, then choose the type of refund you’d like (refund to your original payment or store credit). Once that’s completed, we’ll send you a prepaid shipping label with return instructions. We accept complimentary returns at the Sobari Lab in SF and the Soho Studio in NYC. Just make sure to have your order number ready so our team can best take care of you. For information on international returns, please visit our International Help page.
Sobari Lab: What is your Return/Exchange policy?
All purchases may be returned within 90 days. Please ensure that items are unworn, unwashed, and undamaged. Note: All items must be returned with any original packaging, including any tags the item came with. Refunds may only be issued to the credit card used to make the original purchase. All refunds to the original form of payment will have a $6 restocking fee deducted from the refund total when processed. Store credit refunds are free. Please reach out to firstname.lastname@example.org with any questions about returning products purchased in store.
Happy Returns offers customers the option to return online purchases in-person. When visiting the Happy Returns Bar, accepted product will be refunded immediately on-site eliminating the need to return items by mail. Happy Returns Bar locations that accept Everlane returns can be found here. Make sure to bring your order number, along with everything you’d like to return. You do not need to create an online return before visiting the Happy Returns Bar. Returns will be processed immediately on-site, and can be issued as store credit or as a refund to the credit card, PayPal, or Alipay account used to make the original purchase.
How long before my order ships?
All in-stock orders (both standard and expedited) are processed within 1-2 business days. Note: if you place an order after 12pm PST on a Friday, your order may not be shipped until the following Monday.
Can I change/cancel my order?
Once an order has been placed, we can’t edit the address you’ve entered or the items within the order. But orders are cancelable for an hour after they are placed. If you have an Sobari account, click “Cancel Order” on your My Orders page before placing a new one. If you don’t see a link, our warehouse is already packing up your shipment so we cannot cancel or change it in any way. If you have any questions, please send us an email at email@example.com.
What forms of payment do you take?
We accept payments from Visa, Mastercard, Discover, and American Express as well as debit cards from over 50 countries (you can see the full list when you add your credit card at checkout). We currently do not accept prepaid Visa, Mastercard, or American Express Giftcards. We also accept payments via PayPal.
What if you’re out of my size?
If we’re planning to restock your size, you’ll see an option to add your email to a waiting list. Just click the “Waitlist” button and we’ll send you an email notification when it’s back in stock. If a product is out of stock, and you don’t see a “Waitlist” button, we haven’t made plans to restock that item just yet. We may receive some stock through orders returned to our warehouse, so definitely check back in the future.
What size shoe should I buy?
Each of our shoes has a unique, hand-crafted fit so we recommend taking a look at the product details for each shoe to determine which size you should take. In general, it is best to start with your regular size and adjust according to the style of the shoe. If you’re not sure which size will work best for you, send us a note at firstname.lastname@example.org for additional advice. And remember, if the fit doesn’t work out the first time exchanges within the US are always free.
Why should I create an account?
Creating an account enables you to manage your orders, your personal information and your credit and giftcards.
Can I order without an account?
You can choose weather you’d like to make an account or not. Having an account makes it easier to follow-up on any completed orders as well as making future orders more easy.
I forgot my password
If you’ve forgotten your password you can reset it. Follow this link to do so.
Why do I have to fill out my phone number?
We use your phone number if there are any questions regarding your order. Also, your number may be used by the delivery company to reach you.
Can I change my order after I’ve placed it?
It depends. All orders placed before 5 pm cet will be handled and shipped the same day. If you contact us before 5 pm, we will do our utmost to help you. As soon as it has been shipped, there’s not much we can do. To contact us, send an email to email@example.com, start a live chat, or call us at +123 4567.
Which payment options do you support?
In terms of payment opportunities, you came to the right place. We accept MasterCard, VISA, Maestro, PayPal, Bancontact/Mister Cash, SOFORT banking, Giropay, EPS, Dotpay. And we will be adding more options in the (near) future.
I have a giftcard from your flagship store. Can I use that online?
You can, but in order to do so, we will need to convert your physical giftcard in an online credit for you. Send an email with the barcode of your giftcard to firstname.lastname@example.org and we will turn your physical balance into an online credit.
I have an online credit from Sobari. Can I use that in your flagship store?
Yes you can. To do so, make sure you bring the login and password of our online Sobari account when you visit flagship store. You can use that to pay your book on one of the devices in the shop.
What’s the delivery procedure?
After you’ve placed your order you will receive an Order Confirmation by email. We will process your order as soon as humanly possible. If you place your order before 5 pm on weekdays, your order will be shipped the very same day. Once your order has been dispatched, you will receive an email with a link that enables you to track and trace your order. On our website, under Account, you can check the status of your orders.
Will I be charged customs and import charges?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. You might want to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Why can’t I have my order delivered the Same Day?
You can’t have your order delivered the Same Day, if… the shipping address you gave is not in the San Fransisco area or, it is past 3 pm or, the product is not available for Same Day Delivery. If you feel none of these apply, please contact us to sort this out. You can either call us at +123 456 789, send an email to email@example.com or send a WhatsApp to +123 456 789 or start a live chat.
How does Same Day Delivery in San Fransisco work?
If you are in the Amsterdam area, you can choose Same Day Delivery. Once you filled out your shipping address information, with San Fransisco as a city, the Same Day Delivery option will be activated. Please know that Same Day Delivery is only available on order placed before 3 pm and on products that are available for Same Day Delivery.
When can I expect my delivery?
In general you can expect your order within 24 hours after we have dispatched it if you are in United States. The vast majority of our shipments to EU countries is delivered within 2-5 working days. Deliveries to the rest of the world take 3-10 working days. Once your order has been dispatched you will receive an email with a link that enables you to track and trace your order. Please notice we don’t send books in the weekend. Sobari will not accept any responsibility for late deliveries due to circumstances outside of our control. We will try to inform you of any unexpected delay.
What are your delivery rates / shipping costs?
We work with fixed shipping fees per order, regardless the number of books you purchase. Once you have selected the country of destination, the shipping cost will be shown.
I selected products with different estimated shipping times. What will be shipped when?
If your shipping address is in The Netherlands we will immediately ship what’s available and deliver the other product(s) as soon as the are available. No extra shipping costs will be charged. If your shipping address is not United States, we will ship your entire order as soon as all products are available. For example: if you selected one product that says ‘Ships today’ and one that says ‘Ships in 4-7 days’ both will be shipped together in 4-7 days.