FREQUENTLY ASKED QUESTIONS
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What is your shipping policy?
Mainland UK (1st Class) - £2.95 (FREE on orders over £65)
Estimated shipping time: 1-2 working days
Europe (Tracked & Signed) - £7.95 (FREE on orders over £65)
Estimated shipping time: 3-5 working days
Rest of World (Tracked & Signed) - £7.95(FREE on orders over £65)
Estimated shipping time: 6-8 working days
All orders are dispatched directly from our UK fulfilment warehouse.
Orders placed before 1pm (UK time) will be dispatched on the same day.
Orders placed after this time will be dispatched the next working day (Mon-Fri).
What shipping carriers do you use?
Unless you request otherwise, we use Royal Mail as our preferred courier company.
Will there be any import taxes/customs duties?
Post Brexit - All international deliveries are sent on a DAP basis, this means you as the buyer are responsible for any customs clearance charges, import duties, VAT and tariffs imposed by your country for importing consumer goods. You as the buyer are charged once the parcel reaches its destination country and these charges must be paid by the recipient of the parcel. We do not collect this beforehand and unfortunately are unable to provide an estimate of the cost as charges vary around the world. However, you may want to contact your local customs office for further information. Please take this into consideration when placing your order, if custom fees and charges are refused at the time of delivery your order will be returned to us as the sender. Unfortunately you will not receive a refund for any incurred handling along with the original and return shipping costs.
Why my tracking number isn’t working?
Please allow up to 24-48 hours for the mail system to scan your package and update the tracking.
Do you ship to PO boxes?
We are unable to deliver to PO Boxes in the UK. A full street address is required.
PO Boxes may be acceptable for some international addresses, but please email us at firstname.lastname@example.org before placing an order.
How do I track my order?
We'll send you an email notification as soon as your order ships from our warehouse. If you don't receive an email, please get in touch with us at email@example.com with your order details and we'll assist.
Returns & Exchanges
How do I return my order?
We allow up to 45 calendar days after receipt of goods. After this time period our system will not permit a return.
You can try on the first pair of our undies for 45 days, and if they don't live up to your expectations, we'll exchange them or give your money back. Any additional pairs you purchased must be returned unworn and in the original packaging.
Before returning an item, please contact our customer service team at firstname.lastname@example.org and let them know what item(s) you're returning.
Once our customer service team has confirmed your email return request, please send it back to us ensuring your name, order number and the name of the item(s) you are returning are all included on a note within the package.
As soon as we receive your item(s) we will process your refund in line with our refund policy set out above.
We will issue a full refund to the original method of payment. The refunded payment is subject to standard bank clearing times and depending on payment method; can take up to 7 working days.
Please be aware that any postage charges incurred by returning your item(s) to us will not be refunded.
Europe & ROW:
International return postage is the customer’s responsibility, we advise you to use a tracked service. You may be liable for import VAT/Customs duties on orders over £135.00
Please send the item(s) to the address below:
Huboo Ref 9464
Unit 1 Vertex Park
If returning an international order, clearly mark ‘RETURN GOODS’ on the description to avoid paying unnecessary charges. SOKORU will not be responsible for any customs or tax charges.
How can I exchange an item?
We are not currently able to offer an exchange service. If you require a different colour or size please return the unwanted item and place a new order.
How long do refunds take to process?
A typical refund will take 10 days for returns to be processed and refunds to reach your bank account, but it can take up to 14 days during busier times. If after 14 days you have still not received your refund, please email email@example.com
We can also process refunds into store credit, which will be given to you via email in a form of a code. Please note store credit processing is quicker and can take up to 1-2 days.
I received an incorrect item. What do I do?
We're so sorry! Please email us at firstname.lastname@example.org and we'll do our best to make things right for you.