NEED SUPPORT?
We’ve compiled answers to your most frequently asked questions and important details about our shipping and return policies.
Q: How long does processing take?
Please allow up to 5 business days for your order to be processed before shipment. We ensure every piece is inspected and prepared with care to meet our luxury standards.
Q: Why was my order canceled after I placed it?
Soviát takes order security very seriously. If our system detects any potential fraudulent activity, your order may be flagged and canceled as part of our fraud prevention measures. For further assistance, please reach out to concierge@soviat.com.
Q: Can I cancel my order?
Once an order has been placed and confirmed, we are unable to process cancellations.
If you’ve ordered the wrong item(s), please reach out to us within 24 hours of receiving your package, and we will assist in resolving any issues.
If you’ve ordered the wrong item(s), please reach out to us within 24 hours of receiving your package, and we will assist in resolving any issues.
Q: Can I add or change items in my order before it ships?
After your order is successfully placed, it moves directly into processing to ensure timely fulfillment. As a result, changes are limited. For urgent requests, please email us at concierge@soviat.com.
Q: I forgot to apply my discount code. Can I still use it?
Discount codes cannot be applied retroactively. However, you can save your code for your next purchase.
Q: Do you offer international shipping?
Yes, Soviát ships worldwide. Your style deserves no boundaries.
Q: My package was lost or stolen. Can you reship my order?
Soviát is not liable for lost or stolen packages marked as delivered by the carrier. If you believe your package was misdelivered, we recommend filing a claim with the shipping carrier. For guidance, contact us at concierge@soviat.com.
Q: Why is my order delayed?
Carrier delays can occasionally occur due to factors like global supply chain disruptions, customs, or holiday volumes. If you have received a shipping confirmation email, your package is with the carrier and on its way to you. For further updates, please check your tracking details or contact the carrier directly.
Q: How can I update my shipping address?
If you need to correct your shipping address, please email us immediately at concierge@soviat.com with your updated details. Please note that address changes are not guaranteed if your order has already moved to fulfillment.
Q: What is the return policy?
At this time, due to the nature of our products, all sales are final.
If your item arrives damaged, please email us at concierge@soviat.com within 24 hours of receipt. Include your order number and photos of the damaged item. We will work with you to find a resolution, whether it’s an exchange or a refund.
We are actively working to implement a return policy in the future to better serve you.
If your item arrives damaged, please email us at concierge@soviat.com within 24 hours of receipt. Include your order number and photos of the damaged item. We will work with you to find a resolution, whether it’s an exchange or a refund.
We are actively working to implement a return policy in the future to better serve you.