FAQ
FAQ
FAQ / Frequently Asked Questions
HI! How can we help you?
Find answers to your doubts in this collection of Frequently Asked Questions related to the shopping experience on our site.
Can’t find the answer? Contact customer service at the email address info@soseaty.com or via Whatsapp by clicking here!
My Order
Where can I find my order confirmation email?
Once the payment has been successful, you will receive an order confirmation to the email address entered at the checkout. The email will contain all the details of the order, we therefore ask you to check that the email indicated is correct. If you do not receive the confirmation email, check your spam box. If it is not present, please contact our customer service at info@soseaty.com.
Registered users can consult the history of all orders at any time by logging in to soseaty.com.
Can I change the details of an order?
No. Orders placed on soseaty.com, once completed, cannot be modified. For special needs, we invite you to promptly contact our Customer Service at info@soseaty.com.
How to use a promotional code?
If you have a discount/voucher code, simply enter it in the cart bar ‘Coupon Code – Apply Coupon’ or at checkout by clicking on ‘Have a coupon? Click here to enter your coupon code’.
If you have a gift card, the code can be entered both in the cart and checkout, in the dedicated bar, by clicking on ‘ Got a gift card from a loved one? Use it here!’.
Payment Methods
Is it safe to shop online at soseaty.com?
All transactions are processed via a secure server, guaranteeing our customers maximum data protection.
What payment methods are allowed?
We accept payments by Credit Card (Visa, Mastercard, American Express), Paypal, Satispay, Klarna and Direct Bank Transfer.
How do I pay by Bank Transfer?
Yes, we accept payments made by Bank Transfer.
To make payment by Bank Transfer you must select Direct Bank Transfer before completing the order.
Payment via Bank Transfer must be made within 48 hours of creating the order.
After this period, the availability of the ordered goods cannot be guaranteed.
Your order will not be shipped until the funds have cleared in our account.
Bank details:
Recipient: SEAY Srl Società Benefit
Bank: Banco Desio
IBAN code: IT 37 S 03440 11801 000000495600
BIC/SWIFT code: BDBDIT22
Please use your Order ID as the payment reference.
Once the payment is completed, please send a copy of the payment via email to info@soseaty.com
What is Klarna?
Klarna is a service that allows you to buy online and pay by dividing the total into three interest-free monthly instalments. Its operation is not complex, little information is required to authorize the payment in installments and it allows for intuitive payment management.
Check Klarna website for more info.
Do you accept payments with prepaid credit cards (e.g. Postepay)?
Yes, if connected to a Visa or Mastercard payment circuit.
Shipping Costs & Delivery Times
What are the shipping costs?
Shipping is free of charge for all orders over €100.
For orders under 100,00€ a shipping rate of:
6,90€ for every destination in Italy
10,00€ for European countries
14,90€ for Switzerland and rest of world
What are the delivery times?
Shipping time begin 1-2 working days after order is placed.
1-3 working days for IT and EU
5 working days for extra EU destinations
Please consider that islands may require 1 extra working day for delivery process.
How to track my order?
You will receive an e-mail containing your tracking number once your package has been shipped.
At any time it will be possible to track the status of the shipment on the website of the express courier in charge (DHL, GLS) by entering the tracking number received via email in the dedicated section.
Which express courier delivers my order?
Depending on the delivery area, the shipment will be taken care of by DHL or GLS couriers.
Returns & Refunds
How do I make a return?
To return your item, please use the form dedicated to requesting a return of your order by clicking the button:
Once you receive the return label by email, place your item in suitable packaging and take it to the nearest logistics carrier’s Service Point.
The returned item(s) has to be addressed to:
SEAY S.r.l. Società Benefit
Via Galileo Galilei, 1
36057 Arcugnano (VI)
Italy
Please remind that returned item(s) must be not worn and in the same condition that you received it. Furthermore, returned item(s) must absolutely have all the tags and labels on. If tags/labels are missing, the return will not be accepted.
Is it always possible to make a return?
No, for products discounted from 50% up, returns are not accepted and replacement of the product are not made.
How many days do I have to make a return?
Returns must be made within 14 days from order delivery date.
Is the return always free?
From September 1, 2022 all e-commerce sales made through our website will continue to offer free returns only in the case of defective products and for size changes.
in the remaining cases, the cost of the return will be deducted from the value of the refund for the same amount paid by us to our logistics carrier.
When will I receive the refund?
Our QC department will check the returns integrity. It may take 2-3 working days.
Refunds will be issued within 10 working days from the date we get back the item(s). You will receive an email notification once the refund is issued.
Re3 Model
How to partecipate in the Re3 Model?
If you have an old garment you wont use any longer and you don’t want to throw it away you can send it to us within 30 days getting a 20% green bonus on your purchase.
You must complete the purchase of one or more new items on our e-store and select ‘Yes – it’s a great deal!’ to the question ‘Want to partecipate in Re3 Model?’ in the Re3 box before finalizing your order.
Within few days you’ll receive your brand new SEAY items in a sustainable box.
Remove you new clothes from the box and take the prepaid return label you’ll find on it.
Put the used old clothes you want to send us into the sustainable box, close it in a secure way, stick the return label on it and bring it to the closest DHL Service Point.
What are the 3 Re3 rules?
1) You must send us an used garment for every new garment purchased.
2) The returned used garments must be used.
3) The used garments must be returned within 30 days and be of the same category as the new SEAY items purchased.
How can I get my 20% green bonus?
Once we’ll have received your used clothes our QC team will inspect the content.
If your used clothes are compliant with our 3 Re3 Rules you’ll be refunded of the 20% of your order directly on the account you’ve used for your payment (Credit Card, Paypal, Satispay, Klarna, etc.).
Can everyone take advantage of the Re3 Model?
For the online channel yes, with the only exception of order from Switzerland due to legal restrictions related to waste pick-up and management.
