What payment methods do you accept?
We accept Visa, Mastercard and PayPal
My card was declined?
Please make sure you have sufficient funds available in your account, if so, then your bank may be rejecting the payment to us due to the nature of the transaction. If this is the case, you'll need to give your bank a ring and ask them to authorise the payment to us. The system will automatically attempt to take the payment again the following day. If you are worried your payment has not been taken, please get in touch with us here.
How Can I Make A Complaint?
We're sorry if you feel you need to make a complaint.
If you need to get in touch about an issue with a box, such as a missing or damaged product? Our Customer Service team is here to help and resolve your query. You can contact the team directly at firstname.lastname@example.org. However, if you need to make a general complaint, please follow the steps below:
1. Send an email to email@example.com.
2. Provide as much information as possible (for example, your order number and registered email with SOIGNEBYK), so that our team can help you straight away.
3. Once they've received you query, the relevant team will get back to you as soon as possible. Depending on seasonal trends, this may take a little longer.
4. Your query will always be passed to a team that can help, so rest assured that you're contacting the right team
What if I need to modify my order?
If you would like to add items to your existing order, please place an additional order. We do not store your payment information, so we would not be able to change the order.
Do you provide tracking information?
Yes, we will send you a tracking number via email once your order ships. If you haven’t received tracking info within 5 days, then please contact us via email at firstname.lastname@example.org.
I ordered multiple items but only received one. Where is the rest of my order?
We work with multiple global partners, so it can happen that some of your items are shipped separately so as to speed up delivery. Rest assured that you will get the items that you have ordered.