Refund policy

We hope you will keep your SONQO piece for a long time.

Every BY SONQO piece is made in small quantities and prepared with care before beginning its journey to you. We encourage thoughtful purchases and invite you to review the measurements, materials and fit information provided on each product page before placing your order.

If you are unsure about the size, fit or details of a piece, please contact us at sonqoinfo@gmail.com before placing your order. We would rather help you choose thoughtfully from the beginning.

If your piece is not quite right, we are here to help.

RETURNS

For eligible pieces, you may request a return within 14 days of receiving your order.

To begin a return, please contact us at sonqoinfo@gmail.com, including your order number and the item you wish to return.

Once your request has been reviewed, our Customer Care team will provide you privately with the appropriate return instructions and return address.

Please wait for our instructions before sending your parcel. Returns sent without prior communication may result in delays in identifying and processing your return.

Returned items must be:

  • Unworn and unused.

  • Unwashed and unaltered.

  • In their original condition.

  • Returned with all original BY SONQO tags attached.

  • Carefully packed to prevent damage during transportation.

We reserve the right to decline a return when an item shows signs of wear, washing, alteration, stains, fragrance or damage caused after delivery, subject always to your applicable consumer rights.

RETURN SHIPPING

Unless the item is faulty, damaged upon arrival or we have sent you an incorrect item, return shipping costs are the responsibility of the customer, where permitted by applicable law.

We strongly recommend using a tracked shipping service and retaining your proof of postage until your return has been completed.

Once shipped, please send your tracking number to sonqoinfo@gmail.com so our team can follow its journey.

Please do not send a return without first contacting us and receiving the corresponding return instructions.

REFUNDS

Once your return has been received and inspected, we will contact you to confirm its status.

When a refund is approved, it will be returned to the original payment method, subject to the applicable terms and consumer legislation.

BY SONQO will process an approved refund within 5 business days following approval. Your bank, credit card company or payment provider may require additional time before the funds appear in your account.

Where required by applicable consumer law, standard outbound delivery charges will also be handled in accordance with those rights.

If you believe your refund is taking longer than expected, please contact us at sonqoinfo@gmail.com and we will be happy to review its status.

 

 

EXCHANGES

If you love your piece but need another size, please contact us at sonqoinfo@gmail.com.

Because BY SONQO works in small quantities, exchanges are always subject to availability.

The piece must be returned unworn, unused, unwashed and unaltered, with its original tags and packaging.

Where an exchange is available, our Customer Care team will provide you privately with the instructions and appropriate return address for returning your original piece.

Unless the item received was faulty, damaged or incorrect, the customer is responsible for the return shipping costs and the shipping cost of the replacement piece, where permitted by applicable law.

We recommend using a tracked shipping service and keeping your proof of postage until the exchange has been completed.

If the requested size or colour is no longer available, our Customer Care team can help you explore the alternatives available.

BEFORE CHOOSING YOUR SIZE

We would rather help you choose well from the beginning.

Every SONQO piece has its own proportions, construction and character. Before ordering, we invite you to review the measurements and fit information provided on the individual product page.

If you are unsure about your size or fit, please contact us at sonqoinfo@gmail.com before placing your order. Our team will be happy to help you choose the most appropriate size.

A more considered choice means fewer unnecessary journeys — for you, for us and for the piece itself.

 

 

PRE-ORDER & MADE-TO-ORDER PIECES

Some SONQO pieces are produced only after an order is placed or offered for pre-order before production is completed.

A pre-order does not automatically mean that a piece cannot be returned. The applicable conditions will be stated on the product page and will respect the consumer rights applicable to your purchase.

Pieces that have been genuinely personalized or made specifically to your individual specifications may not be eligible for cancellation or return where an applicable legal exception permits this.

Any such condition will be communicated clearly before you place your order.

 

 

SALE ITEMS

Purchasing a piece during a seasonal promotion or sale does not automatically remove any mandatory consumer rights that may apply to your order.

If a particular item is designated Final Sale and applicable law allows returns to be restricted for that item, this will be clearly stated on the product page before purchase.

Faulty or incorrectly supplied products remain subject to applicable consumer protections.

 

 

FAULTY, DAMAGED OR INCORRECT ITEMS

Every SONQO piece is carefully checked before leaving us.

However, if you receive an item that appears damaged, faulty or different from what you ordered, please contact sonqoinfo@gmail.com as soon as reasonably possible and include:

Your order number · A brief description of the issue · Clear photographs of the piece and packaging where relevant.

Our team will review the situation and contact you with the appropriate solution.

Where the item is confirmed to be faulty, damaged upon arrival or incorrectly supplied, BY SONQO will provide the appropriate return or replacement instructions and handle the associated shipping costs in accordance with applicable consumer legislation.

A genuine fault should not be confused with the subtle variations that can naturally occur in handcrafted pieces. Variations associated with hand knitting, crochet or other artisanal processes form part of the character of a piece when they remain within our quality standards.