FAQ

How to search for products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

Do you ship abroad?
Yes, we offer worldwide shipping.

My package has not arrived, is this normal?
Due to the high demand on our products, the delivery time is estimated between 2 days to 4 weeks maximum, although it's generally much faster.

Why is delivery so long?
Our suppliers are located in different countries, which allows us to offer you items at very competitive and discounted rates.

Items are missing from my original order, why?
We have many suppliers, and each one takes care of a specific product. When you order more than 1 product, they will all arrive in different packages, and at different times (some will be faster, others slower). If you order more than 1 of the same product, then it will be in the same package.

My item is damaged, can I get a refund?
If the item is broken, please contact us, we will take steps to refund or return another item.

I made a mistake in the size of a product, can I have a refund?
Unfortunately not, so be careful before placing an order.

 I am not satisfied with my order, can I be reimbursed?
Please contact us within 3 days from receiving the product. All you need to do is return the item in good condition and in its original packaging, and we will issue a refund. The cost to return the product is at your own expense.

How do I contact you?
Our support team is more than happy to assist you with any questions you may have. Please email us at: info@sousstore.com (quick response)

Can I contact you by phone?
To answer you quickly, we don't take a call on the phone. Treat e-mail takes us a few seconds or minutes, while a call lasts on average several minutes. We only respond by e-mail. Know that we don't ignore anyone and respond quickly. If you have doubts, do a test yourself. We will be happy to serve you.

Can I trust you?
Absolutely, Our online store is secure and monitored, we accept payments by Visa, MasterCard and PayPal, so we would not be able to continue serving you if we did not have a loyal customer satisfied with our secure website and our professionalism.

You can pay with your credit or debit card via PayPal and still be covered by Buyer Protection even if you don't have a PayPal account.

How do I set my shipping address?
Since our website are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.

Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold. (If the product is sent from abroad and if there is a control)

When will my order arrive?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. If the product is sent from abroad, we are not responsible for delays caused by the customs department in your country.

Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately.

When will my order be processed?

Please be patient, allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 1 to 3 business days from the order date and shipped the same or the next day after the processing day. Please note that we don't ship on weekends. Please contact us at: info@sousstore.com (quick response) if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Customs & Regulations

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

Taxes & duties

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at SOUSSTORE. For further details of charges, please contact your local customs office.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

Foreign Transaction Fees

If you credit card account is in a currency other than US Dollars, you may be charged at a different exchange rate than what is quoted on our website. You may also be subject to a foreign currency transaction fee. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for the exchange rate of any charges your bank or issuing credit card company may charge you. For further details of foreign transaction fees, please contact your bank.
Our store prices are shown in USD/EUR/GBP/CAD/AUD/CHF, but in USD when you checkout. All transactions will be handled in USD at the checkout page.