FAQ

Frequently Asked Questions

What payment methods do you accept?

We accept major payment methods, including Visa, Mastercard, American Express, Discover and PayPal. Available payment methods will be displayed at checkout.

What is your return and refund policy?

If you receive a damaged, defective or incorrect item, please contact us with clear photos within 3 days of receiving your order. After we verify the issue, we will provide a full refund or an appropriate solution.

For returns due to personal reasons, such as choosing the wrong size or changing your mind, we refund 70% of the item price. Original shipping fees are non-refundable. Please contact us before returning the item.

Returned items must be unused, unworn, undamaged and in their original packaging.

Can I cancel my order after payment?

If you need to cancel your order, please contact us within 24 hours of placing the order. We will try to cancel the order before it enters the processing or shipping stage.

Once an order has entered processing or has been shipped, cancellation may no longer be possible.

Can I cancel an order that has already been shipped?

No. Once a parcel has been handed over to the shipping carrier, we cannot recall or cancel the shipment.

Do you ship internationally?

Yes, SONOYE ships to most countries and regions worldwide. Available destinations will be shown at checkout.

Some remote areas may not be available for delivery.

What currency will I be charged in?

Our store prices are displayed in USD. Depending on your payment method and location, your payment provider may convert the payment into your local currency according to its exchange rate.

How much does shipping cost?

Shipping costs depend on the destination, package weight and shipping method. The available shipping options and exact shipping cost will be shown at checkout.

If you have questions about shipping, please contact us at:

sanyoupp@outlook.com

How long does shipping take?

Estimated delivery times vary depending on the destination and shipping method.

USA: 7–20 business days
Canada: 7–25 business days
Australia: 7–20 business days
UK / Germany / France / Italy: 7–15 business days
Most European countries: 7–25 business days
Brazil and some other countries: 20–60 business days

Delivery times are estimates and may be affected by customs clearance, holidays, weather or other unexpected delays.

I haven't received a reply from customer service. What should I do?

We usually respond to customer inquiries within 1–2 business days.

Please check your spam or junk mail folder if you have not received our reply.

Customer Service Email:
sanyoupp@outlook.com

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can use the tracking number to check your shipment through the shipping carrier's website.

Do I need to pay customs duties or taxes?

International orders may be subject to customs duties, import taxes or other fees imposed by the destination country.

These charges are determined by local customs authorities and are the responsibility of the customer. Customs policies vary by country, so we recommend contacting your local customs office for more information.

Can I return my item?

Yes, eligible items can be returned according to our Return & Refund Policy.

For personal reasons, such as choosing the wrong size or changing your mind, the refund is 70% of the item price and the original shipping fee is non-refundable.

Please contact us before sending any return so we can provide the correct return instructions.

Which items cannot be returned or exchanged?

Items must be unused, unworn, undamaged and in their original condition with original packaging.

For hygiene reasons, certain personal-use items and accessories may not be eligible for return or exchange.

Please contact us if you are unsure whether your item is eligible for return.

Why did I only receive part of my order?

Don't worry if your order arrives in multiple packages.

Depending on the number of items, package size, weight or shipping arrangements, we may ship your order in separate packages.

You will receive separate tracking information when applicable.

Do you offer wholesale or dropshipping?

For wholesale or business cooperation inquiries, please contact us at:

sanyoupp@outlook.com

We will review your request and provide more information about available cooperation options.

How can I contact SONOYE?

If you have any questions about our products, sizing, orders, shipping, returns or other services, please contact us:

Email: sanyoupp@outlook.com

Thank you for choosing SONOYE!