Frequently Asked Questions

Here we have collected some of the most common questions that we have received.

Didn’t you get an answer to your question? Email customersupport@sosbymates.com and we will help you.

How long do you have an open purchase?

We always have 7 days of open purchase.

Is it open purchase on everything?

No. There are exceptions around the open purchase rule. These products can only be returned in unbroken packaging. If these packages are broken, we reserve the right to refuse a return. Also there can be return related details mentioned on the product description page.

Do you have a physical store?

No. We are an ecommerce company and currently our business is online only. Therefore, we do not have the opportunity to receive visitors to our warehouse. 

How long do you have delivery times?

1-5 working days. If you order your item before 15:00, your item will be shipped on the same working day. However there are exception to this delivery time on some products. And for them the correct delivery time related information is provided either on the product description page only or will be communicated to you by our team at order confirmation.

How much does shipping cost?

Shipping within Sweden is provided free on orders above 600 SEK for Denmark above 900 SEK and Finland above 900 SEK. For all other orders shipping cost is communicated clearly to the customer along with product description and/or at the time of checkout.

Where’s my order?

Unfortunately, if your order has been sent as a letter, it cannot be traced. Please check that your specified address is correct and if it has not arrived after 8 working days, please contact us at customerservice@sosbymates.com. for other orders tracking related information/option will be shared at the time of order placement. If your order has been shipped with a tracking number, please track the package through the supplier’s website.

How do I return an item?

Contact us at customerservice@sosbymates.com and enter your order number. Please note that open purchase only applies to unused products, and on the products which offer open purchase. On few products return option is not available and it is clearly mentioned in the product descriptions of such products. For some products as mentioned in their description, for hygiene purpose their packaging must be unopened in case of return.

For faster handling of your case in the event of a complaint: please describe the error, attach pictures/videos where the error appears and inform if you want a new product or refund.

In case of approved return/complaint, we provide a return note, so as to process the return both in case of withdrawal and complaint.

I’ve had the wrong product sent to me. How do I proceed?

Please send an email to customerservice@sosbymates.com. Attach a picture of the package so that we can identify the product you have received. We will communicate with you as per the need and then we will send you a return note for the faulty product, and you can either get the right product or a refund.

I want to cancel my order. How do I do it?

Contact our customer service at customerservice@sosbymates.com and let us know your order number and clearly describe your reason for cancellation. You can only cancel your order within 24 hours of placement.  If your item has not had time to be packed and left the warehouse, your order will be cancelled. We have a credit period of about 7 business days for a refund if your order is already paid for. Unfortunately, if your item has already been packed and left the warehouse, we cannot stop it. Please return to customer service for return instructions if you still regret the purchase after receiving the item.

Can I pay after I receive the product?

Yes. Select the available option accordingly at check-out so you can get the item home before you pay it.

What payment options do you offer?

Card payment, bank account payment and invoice via Klarna.