SHIPPING & EXCHANGES & RETURNS
All the item clients purchased will be handling within 24 business hours, and usually tracking number will be offered within 2 business days. We have two lines of products, the regular one and the higher level one.For regular line items that we have in stock in our USA, Canada, EU, UK and Australia warehouses, we will ship from our warehouse to clients directly by USPS, Fedex, DHL, etc. and free shipping, and usually shipping time cost around 3~5 business days. If the products are out of stock, clients can choose either wait for restock and enjoy the free shipping service or pay extra shipping fee to get the items shipped from our Chinese factory directly. For other items which we only stock in China, we provide free shipping using EMS from Chinese factory, which takes around 8~12 days. Clients can also choose fast shipping Fedex, UPS, which cost a little more and shipping time will take just 3~5 business days. We will ship the item from our Chinese factory directly. Notice: we calculate the shipping cost by weight and usually within 1kg, the shipping cost is within 20USD.
If clients wants to change order info like change item or shipping address, he must email or inform us within 24 hours, otherwise once the item is shipped, the order cannot be changed and all the related fees will be covered by clients.
All the item stock in US, Canada, and Australia contains the tax, and clients don't need to pay it. While for UK, EU clients, needs to pay 19~22% VAT tax at checkout.
For the items that ship from China, clients need to handle the custom clearance and pay the import tax according to their own country law. If clients refuse the handle the custom and cause the item returning back or been destroyed by the custom, Souke Sports won't be responsible for the loss or return any item fees. All the related fees will be covered by the clients.
If you are not 100% satisfied with your purchase, return it within 30 days of receipt and in saleable condition for a refund or like-for-like exchange.
Returns are only accepted online for products purchased directly from Souke-sports.com. If you have purchased from a SOUKE Clubhouse or a Souke retail partner then they must also arrange your return or exchange.
If on receipt of your product you are uncertain about your purchase, please keep your item in the original packaging until you have decided whether or not you wish to keep it.
All returns for refund or exchange should be both unwashed and unworn.
Please ensure the return order is well packaged and protected from damage in transit.
Gifted products can only be refunded to the original purchaser. Alternatively, a credit note can be provided to the gift recipient. Gift exchanges will only show on the order history of the original purchaser.
All gift cards are non-refundable.
Souke is committed to product excellence, and stands behind the quality of the products it produces. From time-to-time manufacturing faults can and do occur. If you think your product has a suffered a manufacturing fault, please contact us. Items that are damaged as a result of excessive or long term usage are not considered faulty. Returned items that have been worn should be laundered before return. Receipt of unwashed garments may result in your product being returned to sender.
Returns for online orders are split into 2 processes - orders placed using a Registered Account, and orders placed using a Guest Account.
HOW TO MAKE A RETURN FOR REGISTERED ACCOUNT HOLDERS
*for returns for orders placed using ‘Registered Account Checkout’, please scroll down to the Guest Returns section below.
To make a return login and visit your account page, click on order history and select the appropriate order. Click “Return this item” and complete the web form to let us know which products you will be returning. Once complete, follow the on screen instructions, print a copy of the return slip to enclose in your returns package and place and complete the relevant shipping label on the outside of your package. If there is anything else you feel Souke should know please write legibly on the returns slip.
Once you have created your return request in your account, as above, you will be presented with a free return shipping label via our local carrier. These methods are described in the section below Posting your return back to us.
HOW TO MAKE A RETURN FOR GUESTS TO SOUKE-SPORT.COM
If you completed your purchase via our guest checkout, please fill out the below form.
We will then follow up with an email on how to package and send your product to us free-of-charge.
POSTING YOUR RETURN BACK TO US
Please create your free Royal mail returns label here and attach this to the outside of your package.
Please take your item (with the label attached) to your local post office for a free return to Souke. We request that you acquire a PROOF OF POSTAGE receipt and retain this until you receive email confirmation that we are processing your return.
Without a return tracking number we may not be able to honor your return if it is lost in transit. Please note this service can take 4-6 working days to be delivered to our Returns Centre. We do not refund UK postage costs if you use a method other than our free label. If you choose to return an order via your own method it will be at your own cost
If you navigate away from this page, you will also be provided with a link to this method via email. Please note if you choose not to use the free returns service any postage/shipping costs will not be refunded and we cannot take responsibility for any loss or damage caused by independent carriers.
Souke will not accept any customs charges incurred when returning items. All packages must be marked “Goods returned under warranty” for customs purposes.
If you have any trouble arranging your return, please contact firstname.lastname@example.org