Frequently Asked Questions
SIZING
How do your sizes run? Most pieces fit true to international XS–XL standards. See the Size Guide for the conversion table and measurement instructions.
What if I'm between sizes? Our cuts run slightly relaxed. Size down for closer fits on knits and tees; size up for ease on blazers and outerwear.
Do you offer petite or tall? Not yet — all pieces are cut to a single regular fit. We are exploring length variants for select pieces.
SHIPPING
Where do orders ship from? Orders are dispatched from our fulfilment point in Guangzhou, China. Available destinations, charges and delivery estimates are shown at checkout.
How do I track my order? Once dispatched you receive an email with the carrier and tracking number. You can also see tracking in your account under Orders.
Will I pay customs duties? Depending on the destination, customs duties and local taxes may apply. Unless checkout explicitly states that duties are included, they are the recipient's responsibility. We declare the actual order value on every customs form.
What if my order is late or lost? If a parcel hasn't moved for more than 5 business days after dispatch, email us with your order number and we'll trace it with the carrier.
ORDERS & PAYMENT
What payment methods do you accept? Card (Visa, Mastercard, American Express) and PayPal. We add region-specific local methods over time.
In what currency am I charged? All charges are in USD. Other currencies on the site are display-only conversions, updated daily.
Can I change or cancel an order after placing it? If the order has not yet shipped, email support@thesoong.com with your order number and we will adjust or cancel it.
Do you offer gift wrap? Yes — at checkout, select "Gift wrap" and add an optional message. Gift wrap is included free for orders over USD 200.
RETURNS & EXCHANGES
How do I request a return or exchange? Request it within 7 calendar days after delivery by emailing support@thesoong.com. Obtain written approval and return instructions before sending anything back. Submitting the form starts a review and does not authorise a parcel to be sent.
Are non-quality returns accepted? Yes, if the item is unused, unworn, unwashed, unaltered, and returned with its original tags and packaging. The customer pays return shipping for size or colour preference and change of mind. THESOONG pays reasonable tracked return shipping for confirmed quality defects, transit damage, wrong items or material mismatch. This policy does not limit mandatory consumer rights in the delivery country.
When is a refund issued? After approval, warehouse receipt and inspection, an approved refund is issued to the original payment method within 7 business days. Your payment provider may take additional time to post it.
Can I exchange an item? Contact customer care for approval and stock availability. Exchanges are subject to receipt and inspection of the returned item.
PRODUCT CARE
How should I wash my thesoong piece? Each piece has a care label inside and a Care section on its product page. As a rule: cold wash, do not tumble dry, low-iron knits and silks.
Will the colour transfer or fade? Quality dyes hold colour for many wears. Wash dark pieces with similar colours first time, and avoid direct sun for prolonged periods.
ACCOUNT
Do I need an account to order? No — guest checkout is available. An account makes tracking, returns, and reorders easier.
I forgot my password. Click "Sign in" → "Forgot password" and we will email a reset link.
How do I unsubscribe from marketing emails? Click the unsubscribe link at the bottom of any marketing email. Transactional emails (order confirmation, shipping) continue regardless.
OTHER
Do you have physical stores? Not at this time. thesoong is online-only, and orders are dispatched from Guangzhou, China.
Do you do collaborations / press samples? Email support@thesoong.com.
Where are your clothes made? Refer to the composition and origin information on each product page for the current production batch.