Frequently Asked Questions
SIZING
How do your sizes run? Most pieces fit true to international XS–XL standards. See the Size Guide for the conversion table and measurement instructions.
What if I'm between sizes? Our cuts run slightly relaxed. Size down for closer fits on knits and tees; size up for ease on blazers and outerwear.
Do you offer petite or tall? Not yet — all pieces are cut to a single regular fit. We are exploring length variants for select pieces.
SHIPPING
Where do you ship? Worldwide. See the Shipping page for region-specific delivery times.
How do I track my order? Once dispatched you receive an email with the carrier and tracking number. You can also see tracking in your account under Orders.
Will I pay customs duties? On orders outside the EU, customs duties and local taxes may apply. These are the responsibility of the buyer. We declare the actual order value on every customs form.
What if my order is late or lost? If a parcel hasn't moved for more than 5 business days after dispatch, email us with your order number and we'll trace it with the carrier.
ORDERS & PAYMENT
What payment methods do you accept? Card (Visa, Mastercard, American Express) and PayPal. We add region-specific local methods over time.
In what currency am I charged? All charges are in USD. Other currencies on the site are display-only conversions, updated daily.
Can I change or cancel an order after placing it? If the order has not yet shipped, email [SUPPORT_EMAIL] with your order number and we will adjust or cancel it.
Do you offer gift wrap? Yes — at checkout, select "Gift wrap" and add an optional message. Gift wrap is included free for orders over USD 200.
RETURNS & EXCHANGES
How long do I have to return? 14 days from delivery. EU customers retain their statutory 14-day cooling-off right.
Who pays return shipping? Customer pays, unless the item is faulty or we sent the wrong piece.
How long until I get refunded? 5–10 business days after we receive and inspect the return.
Can I exchange for a different size? Return the original piece and place a new order. We don't hold replacement stock against a pending return.
PRODUCT CARE
How should I wash my thesoong piece? Each piece has a care label inside and a Care section on its product page. As a rule: cold wash, do not tumble dry, low-iron knits and silks.
Will the colour transfer or fade? Quality dyes hold colour for many wears. Wash dark pieces with similar colours first time, and avoid direct sun for prolonged periods.
ACCOUNT
Do I need an account to order? No — guest checkout is available. An account makes tracking, returns, and reorders easier.
I forgot my password. Click "Sign in" → "Forgot password" and we will email a reset link.
How do I unsubscribe from marketing emails? Click the unsubscribe link at the bottom of any marketing email. Transactional emails (order confirmation, shipping) continue regardless.
OTHER
Do you have physical stores? Not at this time. thesoong is online-only, shipping from a single atelier in Europe.
Do you do collaborations / press samples? Email press@thesoong.com.
Where are your clothes made? Italy and Japan for fabric; cut-and-sew in Europe. Each product page lists the specific country of manufacture.