FAQ
Shipping
How much does shipping cost?
For all orders, continental America standard shipping and handling is $6.95 Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.
Orders over $60 qualify for free standard shipping.
Expedited shipping is $15.95 and takes 1-3 business days after fulfilment. Delivery time is not guaranteed.
When will my order ship?
Orders before 11 am (PST) during the workweek will generally be processed and shipped the same day. Orders placed after 11 am (PST) will generally be processed and shipped the next day.
Orders placed on the weekend will ship Monday. You will receive a notification email with a tracking number as soon as your package ships!
*Please note that during times of high order volume orders can take as many as 3 business days to be processed and ship from our warehouse.
How long does shipping take?
Orders are expected to take 3-6 business days after processing to arrive. This is based on information provided to us by our carriers. We currently do not ship with day definitive services, which means orders may arrive after 6 days. We will continue to explore new shipping options to better serve you!
Can I change the billing address for my order?
We are unable to edit the billing address once an order has been placed.
How can I change the delivery address for my order?
If you have subscribed to the SOSHE Refill Program and need to change your delivery address, simply go to your profile settings and change the shipping address in your account.
For all orders that have already been processed, unfortunately, we cannot update the shipping or billing address. If an order is returned to us we would be happy to provide a replacement or refund.
Please note that we cannot refund or replace orders that have been delivered to the address originally provided.
What are SOSHE products shipped in?
Currently, SOSHE products are shipped in fully recyclable paper-padded mailers or boxes sealed with paper tape. Please don't forget to recycle your package.
International Shipping
Do you ship internationally?
International shipping is currently available to Canada. Shipping rates for
international orders will be calculated at checkout.
Who handles your international shipping?
We ship all our international orders with Passport, our trusted third-party international shipping
carrier. Passport has a number of shipping partners around the world that handle your local
delivery and ensure your package arrives safely and quickly.
Do I have to pay duties and taxes?
To create a better delivery experience for you, we ship all international orders Delivered Duty
Paid (DDP). By shipping DDP, duties and taxes are collected directly at checkout so that your
package is not stopped and held by customs.
Please note that duties and taxes assessed by customs vary by country and product.
How can I track my package?
Once your order has been fulfilled, you will receive an email from us with your tracking
information. You can track the progress of your order directly on your {Insert Brand Name}
tracking page.
When will I receive my order?
We want you to receive your order as fast as possible!
International orders are typically delivered within 8 -14 business days once the order has been
fulfilled. Once your order has been fulfilled, the estimated delivery date will be shown on your
tracking page.
My package seems to have stopped moving.
If your package stops moving at any point, do not fret! It is still on its way to you and is likely just
clearing customs. Occasionally, there may be delays due to customs or weather events. If this
happens, your tracking page will be updated with the latest shipping status.
At any time, if you have a shipping related question you can reach out via your tracking page
(‘Need Help’ button) or via email at help@passportshipping.com.
Promotions & Discounts
Can I use more than one promo code on the same order?
You can only use one promo code per order.
How do gifts with purchase work?
Gifts with purchase (GWP) are offered based on your cart value. They will be automatically added to the cart before you get to checkout. These gifts will be included in your order while supplies last.
Return and Exchange
What is our return policy?
We hope that you love your SOSHE products as much as we do. But if you’re not happy with your purchase, we are happy to offer exchanges or refunds for any full-priced products ordered from soshebeauty.com within 30 days of purchase.
Contact us at hello@soshebeauty.com and let us know your order number and the product you're looking to return and we'll take it from there. *Refunds do not include shipping or insurance costs.
Please note, that we are unable to accept returns for sets as they’re marked final sale.
How can I unsubscribe from receiving refills?
If you want to postpone your refills until a later date, feel free to skip a shipment or two, or cancel through your account page. Manage you subscription via the "Manage Subscription" link in the footer of this page.
What should I do if I receive the wrong product?
If you received the wrong items please reach out to us through the customer support form here.
Product
Where can I buy SOSHE Mascara?
SOSHE Beauty products are sold exclusively through soshebeauty.com.
How do you refill the mascara?
Check out our Refill Guide page out for more information.
How long does SOSHE mascara last?
You can keep your mascara for up to six months, but we highly recommend, based on ophthalmologist and FDA-recommendation, that you replace your mascara every three months.
How can I find out more information about a product?
If you have any further questions or just want to talk to someone on the SOSHE Team, reach out to hello@soshebeauty.com!
What are your plans for future products?
Sign up to our newsletter to find out!
Billing
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed. For refills, your card will be charged based on your refill schedule.
Is it safe to use my credit card on this site?
Yes. Your privacy and security are of utmost importance to us. We take all precautionary actions to ensure your safety.