SOUKE FAQ
Products
1. How to choose size?
We have a Size Guide on every product page to help you select the right size. Just click the Size Chart below the product information (See the picture below). Or you can see our overall SIZE GUIDE page.
*We highly recommend you Contact Us with your basic information when choosing a size, and let us recommend a size for you.
2. Can I remove the item from the shopping cart?
Yes, you can. If the order hasn’t been placed, you can remove the item from your bag.
3. Where are the products made?
China, we manufacture in China to reduce production costs and allow you to buy products at the lowest price.
4. Am I able to OEM or Customize my own Sports Clothes?
Yes, we have a custom site, Souke Custom, where you can design your own tops and bottoms online directly. All the materiel are top quality. And once the order is placed, you will receive your special designed items within 15 days. You can also contact our service to get more info before you place the customize order. OEM Website: www.soukecustom.com
Shipping
1. What shipping methods are available, and how much does it cost?
Free standard shipping on orders over $159. Please check our Shipping to see more details.
2. How long will it take to receive my order?
Usually the handing time takes 1~3 business days after your order is placed and confirmed and shipping time takes 5~7 business days.
3. How do I change my address once an order has been placed?
Please contact us immediately to change your address before the shipment. Once the items are shipped, the address cannot be changed.
4. Where do you ship your product from？
All of the products are worldwide stocked as we have international warehouses in USA, Canada, UK, EU, and China. We will ship your item from our nearest warehouse near you.
Payment
1. What types of payments do you accept?
We accept Paypal and Credit Card payment directly on our website. Right now we don't accept other payment method
2. Which currencies do you support?
The prices on our website are in US dollars by default. You can change the currency to your preference, by changing it in the upper left corner. The actual transaction will be done in USD based on daily currency exchange.
3. Can I get some discounts?
Absolutely yes. You can sign up to get 15% off, or use code SOUKESPORTS to enjoy 10% off. You are welcome to contact us to get other promotions.
Account
1. What are the benefits of having a SOUKE account?
Having a SOUKE account gives helps you to:
a. Order: Manage & track your orders, check your order history.
b. Address Book and Card Wallet: safely store delivery and payment details for faster checkout.
c. Saved for later: wish list your preferred items and track their availability.
2. How do I register?
Registering is easy; click the My Account icon at the top right. Click the 'Sign Up Now ' button and fill in your name, email address, and password and you are good to go.
3. I forgot my password, what should I do?
If you forget your password, just click “Forgot your password?” on the “Login” page. Click "Reset your password" and enter your email, you will receive a password reset link in your email inbox.
4. How to use a coupon or promo code?
If you have a discount code from our website or received one from our emails. You can enter the code when you checkout.
*Note: You can only use one discount or promo code at a time.
Orders
1. How do I track my order?
Once your order has been shipped out, you will receive an email with a tracking number.
2. Can I cancel or change my order?
Yes, but only if your order has not left our warehouse. We would be more than happy to help, please Contact Us immediately. However, once the order has shipped, we are unable to change or cancel your order.
3. When can I expected my orders?
Usually the handing time takes 1~3 business days after your order is placed and confirmed and shipping time takes 5~7 business days.
Returns and Exchanges
1. What is your return and exchange policy?
Online purchases (Final sale items and gifts excluded) made through Souke are valid for exchange and return within 30 days from the date you've received all your item(s). All return/exchanged items must be returned unworn, undamaged, in re-sellable condition (i.e. no creases or wear on soles), and in their original packaging.
2. How long does a refund take to process?
Depending on the bank you paid for, the refund time will vary, and you should expect to receive your refund within 24 hours.
3. Can I return or exchange the product if size is not fit？
As long as the products are in saleable condition, you can contact us for the return or exchange. We have service center in UK, USA, Canada, Australia, Philippines and China, the products will need to be returned to the nearest service center.