CUSTOMER CARE
ORDERING
How do I place an order?
It's easy to place an order with us.
On each product, you can click "add to cart" and your item will be added. Once you have finished shopping, proceed to the cart and use the "checkout" facility which will take you to order confirmation and payment options.
Can I place an order without an account?
Yes, you can place an order by checking out as a guest when shopping online.
We do recommend setting up an account as it will allow you to order without having to fill in your details every time you shop with us. Plus it will give you benefits such as order tracking and access to our exclusive discounts and special offers.
How will I know when my order has been despatched?
We will send you an email to confirm when your order has been dispatched.
What payment options do I have?
We offer payment options which include payment by credit card (Visa or Mastercard), Paypal and internet payment options.
Delivery Information
We use NZ post as our preferred carrier.
Standard Delivery - $7.00 (3-5 working days)
We aim to have your order with you within 3-5 working days, where a signature will normally be required on arrival. You can nominate an alternative delivery address (such as your place of work) at the time of ordering if this is more convenient for you.
NOTE: Rural delivery will incur extra charges. Please allow an additional 1-2 working days for delivery to rural addresses.
We do not deliver to PO boxes.
PLEASE NOTE WE DO NOT CURRENTLY DELIVER OUTSIDE OF NEW ZEALAND.
Do you deliver overseas?
No, we currently do not ship internationally.
We are hoping to add this service in the near future.
EXCHANGES & RETURNS
Returns Policy
RETURNING AN ITEM FOR STORE CREDIT
Full-priced items purchased online may be returned to SOS ONLINE within 14 days of the delivery date for a store credit or exchange to the value of the goods purchased (excluding shipping costs).
Returned items must be in new, unworn condition, with all the garment tags attached. We will refuse returns of items where it's obvious that the above conditions have not been met.
All sale items purchased are final sale - no refunds or exchanges unless the item is deemed faulty.
Do I have to pay for an exchange?
If you choose to exchange an item due to incorrect sizing or colour, the charge for postage of the item/s will be your responsibility
I have received a faulty item
At SOS Online we aim to provide you with quality products and service at all times, however if you have purchased an item from SOS Online and believe it to be faulty please get in touch with us at info@sosonline.store. Faulty items can either be replaced or refunded. If the item is deemed faulty, postage will be refunded.
Are there any items that cannot be exchanged or refunded?
Items purchased on sale cannot be refunded or exchanged.
Due to our hygiene safety policy, we are unable to offer refunds and exchanges on our caps or any other headware.
Is postage for return items free?
We will give you a store credit or exchange on the item(s) you wish to return, but postage is at the cost of the purchaser.
We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. SOS Online is not liable for returns lost in transit that have not been tracked.
Will my refund include shipping charges?
Sorry no, postage charges on returns are not refundable, unless your item is deemed faulty.
