FAQs

ORDERS

PRODUCT AND AVAILABILITY

DELIVERY

RETURNS AND REFUNDS

DELIVERY OPTIONS

PROMOTIONS & DISCOUNTS

PAYMENT

TECHNICAL QUESTIONS

ORDERS

How can I recognize my order number?

Your order number is always starting by #18xxxxxxxx.

Where do I find my order number?

You can find your order number into the order confirmation you received by email.

Want to cancel an order?

If you cancel your order before we've sent it, you'll receive a refund in 7-30 days.
If it's already been sent we can no longer cancel the order, you will have to wait until it arrives and send it back to us. You will need to send us an email so we can provide you with the information we need to process the return.
Unfortunately, you will have to pay for the return shipping.
Once we've received it, you should receive a refund in 7-30 days.

Can I exchange an item?

Most people will refer to this section to exchange the merchandise they don't like, not damaged merchandise, this section should just say: Unfortunately we do not make exchanges, if you need a different size or color, etc. you need to return the merchandise and order the item you need. If this is an issue please send us an email explaining the issue in detail and send us some pictures as proof to your claim, we'll be happy to exchange or refund your purchase. If you would like a replacement, the standard postage to resend you the item may apply. If you would prefer a refund, you will receive the money in 7-30 days. (Please, refer to the refund section)

If this is an issue please send us an email explaining the issue in detail and send us some pictures as proof to your claim, we'll be happy to exchange or refund your purchase.
If you would like a replacement, the standard postage to resend you the item may apply.
If you would prefer a refund, you will receive the money in 7-30 days. (Please, refer to the refund section)

What can I do for an order that does not suit my personal requirements, such as size or color?

Please contact our customer service agent by email and proceed with the instructions to the return of the item(s). Please, provide them with the information needed in our return policy "RETURNS & REFUNDS" section. Unfortunately, we're not responsible for any shipping fees regarding the return process.
If the items are unworn, unwashed and in sellable condition you will receive a refund in 7-30 days after we receive the merchandise. If we determine that there are signs of wear or we will not be able to process the refund and we will not return the items to you.
If you wish to change your order, you will receive the new order in 7 days, however, you are responsible for any shipping fees.

Do I have to pay customs on my order?

It depends, most countries have import taxes and duties and you may need to pay them at the moment of purchase or at customs. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered. Please, contact your local customs office to get further information before you make your purchase, so you’ are aware of any delivery charges on your end.

What if I have not received my full order?

Some products are made-to-order and may need to be split into different packages. Please contact one of our customer service agent by email to get further tracking information on all your packages.

What do I do if the payment failed?

If money has been taken from your account and you have not received a order confirmation email, please contact us as soon as you can.

Security payment online
We use industry-standard encryption systems for potentially sensitive information, and protecting your information such as credit/debit card details, name and address are our top priority and between your computer and our website it cannot be read in the event of someone else intercepting it.

How do I know my order has been received and processed?

Once you've placed your order, you will receive an order confirmation message which will contain your order number confirmation. This can take up to 30 minutes to arrive in your inbox- No worries! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order has been shipped.

Can I make changes to my order?

Please, contact us as soon as possible if you want to make some changes. They need to be received before you receive the shipping confirmation.

What do I do if my product is incorrect or damaged?

Incorrectly-sized items, and items of quality-related problems can be exchanged or refunded. Please, contact our customer service agent with pictures as a proof and we will proceed to your request.

PRODUCT AND AVAILABILITY

Common things to consider when choosing the size on merchandise?

Consider your size based on measurement, not size based on only your height or weight.
Don’t base your selection on what you normally wear comfortably.
Take into consideration that there are a lot of manufacturers and most have different measurement systems, and they might have slight variations in their sizes. We strongly suggest to measure your favorite clothes and choose according to their measurements, bust, waist, hips, etc. and then choose the size according to our size chart.

Why can't I find an item that was advertised?

Unfortunately, we are all about fast fashion and some products can be victim of their success or out of stock.

DELIVERY

Can I have it sent to a PO Box?

Some of our courier partners do not deliver to PO boxes, so you will have to use a physical address.

The shipping details I used in the order were incorrect. What should do I do?

If you notice the information is incorrect please send us an email to customerservices@socialeras.com and let the agent know about the information that needs to be changed, we are only able to make small changes in the address; if it is a completely different address we will not be able to accommodate the change request. If the incorrect information is not caught on time and the courier company cannot deliver your order as a result of an incorrect address or contact information, and we are unable to contact you, the package will be destroyed in 7-30 days depending on your local post.
In this situation, SocialEras will not be held responsible and will not offer compensation.

The tracking of my order shows it has been delivered, but I still haven't received it. What should do I do?

It's best to enquire with your local post office, as it may be there. If that fails, then contact us and we'll try our best to help resolve the issue, we may need to file a stolen report.

What is the delivery process after I placed an order?

The following times are approximate and your item may take more or less time due to unexpected delays in customs, postage or production. order

Can I receive shipping from anywhere in the world?

While we ship to most countries worldwide, we don't ship to every country. Check our shipping locations below and find your region.

RETURNS AND REFUNDS

How do I return an item?

  1. Click here to generate and print a returns informational ticket.
  2. Repack your item(s) in the original packaging with all the tags attached.
  3. Attach the printed label to your parcel before sending

What is your return policy?

  • All returns must be returned in acceptable condition and posted within 15 days of receiving your order.
  • All merchandise must be unworn and in the same condition they were received.
  • Products must be returned in the original box and/or packaging. Not shipping box, merchandise individual packaging.
  • Merchandise cannot have any type of alterations.
  • The buyer is responsible for return shipping fees.
  • The buyer is responsible to follow the instructions given by the Customer Service agent.
  • The buyer is responsible to keep proof and tracking of the package.

How long does it take to process to my return?

All returned items will be refunded once they have been received and inspected by our service. The refund will be processed within 5-10 business days and we will send you a confirmation email. The funds will go back to your original payment method.

International return and label
Unfortunately, we do not provide return shipping labels. To issue your refund we require you to return the merchandise as stated on our terms and conditions.

How do I receive a refund for an order that does not suit my personal requirements, such as size or color?

You'll need to send us an email requesting the return information we need to process the refund, you are responsible for any shipping fees, regardless of the initial shipping cost.
If the items are unworn, unwashed and in sellable condition you will receive a refund in 7-30 days after we receive the merchandise. If we determine that there are signs of wear or we will not be able to process the refund and we will not return the items to you.
If you wish to change your order, you will receive the new order in 7 days, however, you are responsible for any shipping fees.

What do I do if my product is incorrect or damaged?

Incorrectly-sized items, and items of quality-related problems can be exchanged or refunded. Please, contact our customer service agent with pictures as a proof and we will proceed to your request.

How long does it take to be issued a refund?

It is up to 5-10 days to be issued a refund depending on your bank.

Can I exchange an item?

If this is an issue please send us an email explaining the issue in detail and send us some pictures as proof to your claim, we'll be happy to exchange or refund your purchase.
If you would like a replacement, the standard postage to resend you the item may apply.
If you would prefer a refund, you will receive the money in 7-30 days. (Please, refer to the refund section)

DELIVERY OPTIONS

Fees and Timing

Shipping Locations

Make sure you're shopping on the right site for your country by selecting it from the list of regions below. We currently ship to all of the countries listed below and we’re adding new countries regularly.

North America

United States
Canada
Mexico

Central & South America

Argentina
Brazil
Colombia
Bouvet Island

Caribbean

Guadeloupe

Europe

Albania
Armenia
Austria
Belarus
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Georgia
Germany
Gibraltar
Greece
Greenland
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Macedonia, Republic Of
Malta
Moldova, Republic of
Monaco
Montenegro
Netherlands
Norway
Poland
Portugal
Romania
Russia
Serbia
Slovakia
Slovenia
Spain
Sweden
Switzerland
Turkey
Ukraine
United Kingdom
Holy See (Vatican City State)
Andorra
Guernsey
Aland Islands
Svalbard And Jan Mayen

Ocean & Pacific

Australia
New Zealand

Asia & India Subcontinent

India
Indonesia
Japan
Malaysia
Maldives
Philippines
Singapore
South Korea
Taiwan
Thailand
Vietnam

Middle East

Bahrain
Israel
Jordan
Kuwait
Oman
Qatar
Saudi Arabia
United Arab Emirates
Africa

Africa

Mayotte
Réunion

PROMOTIONS & DISCOUNTS

How do I use promotional code?

  1. Enter your promotional code into the “Coupon Code” box at checkout.
  2. Hit “Apply”
  3. Your code will appear and display your savings.
  4. Only one promotional code can be used per order.
  5. Promotional codes are not applicable to red prices, unless otherwise stated.

Why my promotional code does not work?

In case of promotion code issue, those might be the reasons:

  • The discount can be expired. Check the email in which you received the code to confirm how long you have to use it.
  • Check you do not have any sale (red prices).
  • Make sure you are correctly entering the code in capital letters and without any spaces.
  • Make sure you are not trying to apply more than one promo code per order.
  • Items that are already on sale (red prices) will be excluded from any further discount via promo code (unless otherwise stated).
  • Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.
  • Some promotional codes are only applicable to selected items, check your email with the code- if there are items excluded then it will say so there.

PAYMENT

Security payment online

We use industry-standard encryption systems for potentially sensitive information, such as critically sensitive information like your credit / debit card details. Protecting your information such as your name and address are our top priority and between your computer and our website it cannot be read in the event of someone else intercepting it.

What are my payment options?

We accept major credit cards like Visa, MasterCard, prepaid credit cards with attached billing addresses and PayPal. We also accept international payment from Visa, MasterCard, American Express, Discover, JCB and China Union Pay credit and debit cards. SocialEras also supports a range of additional payment methods depending on country.

What currency is the site in?

The currency that the website supports is: USD, AUD, BRL, CAD, CHF, DKK, EUR, GBP, HKD, JPY, MXN, NOK, NZD, SEK, SGD

What if I’m ordering with a Canadian credit card on the international website?

The charges to your credit card will reflect the current exchange rate from CAD to USD. Additionally, your credit card company may charge you an international transaction fee. It’s always best to check with your credit card company prior to placing your order.

TECHNICAL QUESTIONS

I've forgotten my password

No worries, if you've forgotten your password! Simply click the 'Forgot your password?' link next to the login button and follow the instructions. Please don't hesitate to contact us here if you're facing any problems.