FAQS

EVERYTHING YOU WANT TO KNOW

How Long Does An Order Take To Arrive?

International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.

How Do I Set Up A Subscription Order?

We will deliver products to you as soon as reasonably possible. Orders are usually dispatched between 1-3 days from the date of the order being placed. Please contact us our customer service team if your delivery has not been received within the dates described.

How To Return My Items?

We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties. Remember: We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

How Can I Choose The Right Size For Me?

Habitat has created a universal sizing system that aims to provide a unique reference for all countries. You can easily spot the best size for you by referring to our Size Guide that provides a conversion table to all major country size systems.

The Size Guide is conveniently available on the page of each product.

Which Payment Methods Do You Accept?

Habitat accepts the following payment methods for online purchases:

• All major credit cards, as shown at checkout

• PayPal: if you do not have an account yet, you can create one while shopping with us

• Apple Pay, Google Pay, Samsung Pay

Please note that your billing address must match the address on your credit card statement.

How Can I Track My Order?

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in the My Account area.

DO I NEED TO HAVE AN ACCOUNT TO PROCESS AN ORDER?

No, you only need to have an email address. We recommend you create a SOSQUIL account so you can add pieces to your wish list. However, you can make purchases while do the process as a guest and register when it suits you the best.

I FORGOT MY PASSWORD. WHAT SHOULD I DO?

The quickest way to reset your password is to use the “Forgot Password” option on our site. An email will then be sent to you, allowing you to reset your password. Please check that this email has not been sent to the spam box/junk folder of your mailbox.

HOW CAN I RECEIVE EMAILS FROM SOSQUIL NEWS?

If you want to receive our news, trends and exclusive promotions, sign up your email address in the box located at the bottom of our page. You can also manage your preferences by entering "My account" in our website.

HOW CAN I PROCESS AN ORDER ON YOUR WEBSITE?

Select the products that you are going to buy, add them to the shopping cart and once you have selected all your purchase, go to check out and proceed to register the card to make the payment.

PLACING AN ORDER IN SOSQUIL IS VERY EASY:
  1. Choose a category or designer in the browser at the top of the page, or search to find a style or trend.
  2. Select the item and click "Add to bag". Once you've finished adding parts, go to checkout.
  3. Log into your account.
  4. Enter your address and payment information and select the shipping method to complete your order. Once confirmed, it’ll be carefully prepared and shipped to you. We’ll keep you updated at every step of the process.
WHERE CAN I FIND ADVICE ON SIZES AND FIT OF THE PIECES?

You can use the table near the product descriptions, clicking on the word "size guide".

CAN I CANCEL MY SOSQUIL ORDER OR MAKE CHANGES TO IT?

Yes, it’s possible to cancel some items before we prepare your order. Go to "Orders and returns", or click here if you made a purchase as a guest. We cannot add items to an existing order, but you’ll be able to place a new one to include any additional parts. Find more information in our Returns and Refunds Policy. Prices and payments in SOSQUIL

WHAT CURRENCIES CAN I BUY IN?

This will be determined by the shipping destination and will be displayed in the order process before completing your purchase. If your local currency is not available, your order will be charged in dollars (USD) for a competitive exchange rate.

WHEN WILL MY CARD BE CHARGED?

The charge to the card will be made at the time of your purchase, however it depends on your bank to see it reflected into the account.

WHAT ARE THE PAYMENT METHODS THAT SOSQUIL ACCEPTS?

Credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB)

WILL MY PERSONAL DATA REMAIN PRIVATE?

Completely! We guarantee that all your personal data will remain private and confidential. We’ll never release your information without your prior authorization. For more details, please read the SOSQUIL Privacy Policy.

CAN I RESERVE AN ITEM TO BUY LATER?

At SOSQUIL we seek to offer the right opportunity to buy our most demanded styles and, as items are often limited, reservations are not available.

ARE THE ITEMS THAT SOSQUIL SELLS AUTHENTIC?

100% authentic! Our offer is carefully selected by the best luxury fashion experts from around the world, who guarantee the authenticity of all items.

HOW WILL MY ORDER BE PACKED?

Your package will be sent into a box with under all cares determined for each type of item.

HOW MUCH WILL I PAY FOR SHIPPING?

This depends on the size, weight and destination of the chosen items; the cost will appear at checkout.

I DID NOT RECEIVE AN INVOICE WITH MY ORDER. WHERE CAN I FIND IT?

Go to customer service and ask why they hadn’t forwarded it to you.

WHEN WILL I RECEIVE MY ITEM AND HOW CAN I TRACK THE DELIVERY?

Orders take between 3 to 5 days, depending on the distance to the design. Remember that they come from different countries.

WILL I HAVE TO PAY FEES OR TAXES?

For customers in the United States: SOSQUIL does not collect sales tax or use fee in all states. Your purchase may be subject to these types of obligations, unless your state is exempt from taxes. Many states require a year-end tax or usage fee file for taxable purchases, for which taxes were not collected (including Internet purchases), and for payment of usage fees on these purchases. For more details, contact your local customs authority

WHY CAN'T YOU SEND ME CERTAIN ITEMS?

Although SOSQUIL ships internationally, the brands on our website may determine where your items are distributed, so some may not be available in all regions. Also, some beauty products, exotic items or high-value items such as gemstones and precious metals may be restricted by the local customs authorities of the country/region you wish to ship to. If you need more information about it, contact you.

WHAT IS SOSQUIL'S RETURN POLICY?

You will receive return instructions along with your purchase. In order to receive a refund for the product(s) you have received, all returns must be made by you within five (5) business days of your receipt of the product(s) being returned. In order to return a product(s) and receive a refund, the product(s) must still be unused, in good condition, and in the original packaging. If the product(s) is returned to us used, or in less than good condition, or without the original packaging, your return will not be accepted and a refund will not be issued. Upon our receipt of a properly returned product(s), we will process your refund. Refunds may take up to seven (7) business days following receipt of your product(s) to process, or a long time depending on your payment method and information. Swimwear and lingerie are not eligible for returns or refunds.

In certain instances, our third-party partner may refuse the return of a product(s). We may, in our sole discretion, elect to purchase the product(s) from you, but we have no obligation to do so. You agree that legal title to such product will automatically pass to us when we decide to purchase such product.

HOW CAN I RETURN AN ITEM?

We recommend contacting customer service by the email contact@sosquil.com and send them the following information: Why is the reason for the return? If the return is due to a manufacturing defect, will be needed for verification by photos. If the return it’s due to some detail outside of us or the manufacture, please state the reasons and wait for a response with the shipping guide and the date for the pick-up.

HOW SHOULD I PACK MY ITEM FOR RETURN?

In order to return a product(s) and receive a refund, the product(s) must still be unused, in good condition, and in the original packaging. If the product(s) is returned used, or in less than good condition, or without the original packaging, your return will not be accepted and the refund will not be issued.

WILL THE POSTAL COMPANY COLLECT MULTIPLE PACKAGES?

Yes. The postal company will be able to collect multiple packages, but you must separately request each of the collections you need in your SOSQUIL account, or, if you placed the order as a guest, looking for customer service.

WHEN WILL I RECEIVE MY REFUND?

Refunds may take up to fourteen (14) business days following receipt of your product(s) to process, or a longer time depending on your payment method and information. Swimwear and lingerie are not eligible for returns or refunds.

WILL SHIPPING AND RETURN FEES BE REFUNDED?

Refunds of shipments or taxes will not be made because they are services that have already been incurred.

CAN I RETURN MY PERSONALIZED ITEM?

No, we cannot accept returns as custom parts are created to your specifications and tastes.

CAN I CHANGE MY DELIVERY ADDRESS?

If the product is on its way, the address cannot be changed. If the change of address does not affect the zip code, you can make the change of the address. Just go to "Order details" in your SOSQUIL account to check if can change your address.

ARE RESERVED PARTS REFUNDABLE?

Yes, just make sure that they fulfill the conditions of our Returns Policy.

WILL THE RESERVED PARTS BE SHIPPED WITH MY OTHER ORDERS?

No, they will be delivered separately based on the expected release date.

IS THERE A LIMIT TO RESERVE PARTS?

There may be order limits on some reserve items. The aim is for all of our customers to have the opportunity to obtain the parts they love.

HOW CAN I BETTER UNDERSTAND WHAT THE FIT OF A PART IS LIKE?

Go to the product information page and select the Size & Fit tab to view the size, fit, cut and model measurements. You can find the material composition and care instructions on The Details tab.

WHY DO BRAND SIZES VARY?

International sizes are slightly different when converted and some designers fit larger or smaller than others. That's why we provide specific information for each item. If you have any questions, contact us.

WHAT IF MY ITEM DOESN'T FIT MY SIZE?

If the part you bought does not suit your needs, you can return it through our free returns service. If you wish to place another order, you can do so on our website or contact our Customer Service team.