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Shipping & Returns


part of 

Shipping Policy

Once you've placed an order, you might no longer be able to edit the order details or cancel it. If you have an issue with the shipment of your order, contact us immediately. In some cases, you may need to reach out to the shipping carrier directly.

Once you have confirmed your order, it might not be possible to edit or cancel it. If you want to change some parameters, shipping addresses, etc., please check whether such an option is available in your country (to check please contact us). We are not bound to make such modifications to your order, but we will do our best on a case-by-case basis. 

The risk of loss of, damage to and title for products pass to you upon our delivery to the carrier. It shall be your responsibility to file any claim with a carrier for a lost shipment if carrier tracking indicates that the product was delivered. In such case Sotenote or its production partners shall not make any refunds and shall not resend the product. For Users in the European Economic Area or the United Kingdom, the risk of loss of, damage to and title for products will pass to you when you or a third party indicated by you has acquired the physical possession of the products.

If carrier tracking indicates that a product was lost in transit, you  may make a written claim for replacement of (or credit to the Member’s account for) the lost product in compliance with our return policy. For products lost in transit, all claims must be submitted no later than  5 working days after the estimated delivery date.  All such claims are subject to Sotenote or its production partners investigation and sole discretion.

Return &

Exchange Policy

Any claims for misprinted/damaged/defective items must be submitted within 5 working days after the product has been received. For packages lost in transit, all claims must be submitted no later than 1 week after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, report a problem to Sotenote as soon as you receive the product. 

Customer should contact Sotenote customer services to confirm the return address. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If Sotenote has not confirmed the return facility and correct the return address isn't used, customer would become liable for any returned shipments they receive.

Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

Sotenote and its production partners do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of. This items will not be refunded.

Returned by Customer - It is best to contact Sotenote team before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If Sotenote choose to accept returns or offer size exchanges , it would need to place a new order at own expense for a face mask or a product in another size. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 3 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore Sotenote and its production partners reserve rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

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