FAQ Questions

Order Status & Tracking

1. I didn't receive an order confirmation. What should I do?

If you did not receive an email confirmation of your order please call us at 1.866.768.7662 or email us at customerservice@soma.com

2. I just placed an order. Can I check the status of it online?

For your convenience, soma.com offers an Order Inquiry feature. Once you have logged in under "My Account", select the Order Inquiry link from the menu and you will be able to review and track delivery on orders made online and by phone.

3. What if an item is unavailable or backordered?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will notify you via your email confirmation if we are out of stock on an item that you have ordered. Any changes will be removed from your order total and will be reflected on your shipping invoice. Items that are backordered will be indicated in your confirmation.

4. I received my order, but one item was missing. What should I do?

If you received your order and an item is missing (that is not on backorder) please call Customer Service at 1.866.768.7662 for further assistance.

5. How do I modify or cancel my order?

Due to the quick processing time at our distribution center, we are unable to cancel or modify an order after it has been submitted.

6. My order status is In Progress. What does that mean?

Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.

7. I just ordered something, but now it's on sale. Do you honor price adjustments?

Yes, we do issue sale price adjustments. However, your order must have been placed no more than 14 days before the price change was made. Please have your invoice number ready and contact our Customer Service Department at 1.866.768.7662 to see if you are eligible for a price adjustment.

Back to top

Ordering & Payment Options

1. I'm not sure what size I wear. Does soma.com have a size chart that can help me?

Yes, we have a size chart link available on each product page.

2. I saw an item in one of your boutiques, but can't seem to find it on your website.

Merchandise selection on our website varies from our boutiques. Call us at 1.866.768.7662 and one of our sales associates would be happy to try to locate any item for you.

3. I want to purchase an item that I see online, but you don't have my size. Will it be back in stock?

We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re-stocked. If we are expecting to re-stock the item we will show an "expected shipping date" on the order confirmation.

4. Is it possible to save items in my bag?

You are able to save items in your shopping bag once you have logged on to the site. However, we do not recommend holding items in your bag for over a week. We are a specialty company and once an item sells out, the item will automatically be removed from your bag.

5. Can I purchase a Gift Card online?

Yes. Gift Cards are available for purchase online, by phone or at any participating Soma location.

6. How do I redeem my Gift Card?

Gift Cards may be redeemed at any participating Soma location, by phone or online. To redeem online have your Gift Card out as you will need to input the card # and pin during the Payment page at Checkout. For additional information regarding the redemption of Gift Cards, please call 1.866.768.7662.

7. What are the Soma online payment options?

We accept all major credit cards (Discover, American Express, Diner's Club International, JCB, CUP, Visa and MasterCard), PayPal, Soma Gift Cards and checkcards from either Visa or MasterCard.

8. When will my credit card or PayPal account be charged?

Your credit card or PayPal account will be authorized for the entire amount of the order at the time of purchase. The card or PayPal account will then be charged when the order is shipped. We will send you an email confirmation of your order once you have completed the order.

9. My credit card was declined, but the charge is showing on my credit card account. What happened?

The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
2. Your card company is declining your transaction because of insufficient funds or another reason from your card company.

Please contact your card company to release any pending holds from Soma if you received an ERROR response that matches any of the reasons above. Soma has no control of the grace period for releasing authorized funds, particularly debit card funds.

10. When will my order be processed?

If your order fits all authorization criteria, then all orders placed Monday-Friday before 10am EST ship out the same business day, pending any unexpected delays. Orders placed on weekends and holidays will be processed and shipped on the next business day. If an item is on backorder, the item will ship out once it passes our quality control process.

11. I can't find the item I'm looking for. How can I search for it?

You can either enter the 9-digit Item number from your catalog into the search box at the top-right of the screen, or you can click on the Search link to find products by Keyword, Color and Size.

12. How do I use a coupon or discount code?

You will have the opportunity to enter in your discount code during Step One of the Checkout process.

Back to top

Soma My Rewards Program FAQs

1. What is Soma My Rewards and how does it work?

Soma My Rewards is Soma’s new rewards program where members earn points on qualifying purchases and other activities. For every 500 points earned, members receive a $5 Reward Certificate redeemable on future purchases. Additional offers and benefits may be available if you’re opted in to receive email communications.

2. I am already a Soma Rewards+ member; will I be automatically enrolled in the new rewards program?

Yes. Existing Rewards+ members will be automatically enrolled in Soma My Rewards. New customers can join by signing up in-store or online at soma.com.

3. Who is eligible to join Soma My Rewards?

The program is open to customers 18 years of age or older residing in the 50 U.S. states, D.C., and U.S. territories. Residents of Canada and other international locations are not eligible.

Membership & Member Status

1. How can I check my membership status, benefits, points balance, and progress?

Log in to your account at soma.com/rewards. Once logged in, visit your Account Profile to view your status level, points balance, qualifying purchases, and progress toward your next Reward Certificate.

2. What are the membership status levels?

There are two main status levels:

• Member: Automatically granted upon joining.
• VIP Member: Achieved by spending $200 or more on qualifying purchases within a calendar year at Soma, Soma Outlets, or soma.com.

3. How do I reach VIP status?

Once you reach $200 in qualifying purchases, you’ll be upgraded to VIP Member status for the remainder of that year plus the entire following year. To maintain VIP Member status, spend $200 or more in the new calendar year. You will receive notification of your VIP Member status within 15 days of qualifying.

4. Could my membership status ever be downgraded?

Yes. Status levels are reviewed annually on January 1 and are based on qualifying spend from the preceding calendar year. You must meet the spend requirement in the previous calendar year to maintain your level.

5. Can I share my membership, points, or rewards with others?

No. Memberships, points, Reward Certificates, and benefits are personal and non-transferable. For complete details, please refer to the Program Terms & Conditions.

Soma Credit Card

1. How do I apply for a Soma credit card?

You can apply in-store at any Soma location or online at soma.com. If approved, you’ll be automatically enrolled in Soma My Rewards. You will earn 7.5% (7.5 points) per $1 on qualifying Soma purchases, plus enjoy additional benefits, when you use your Soma credit card.

2. I thought I was applying for the Soma Mastercard, but received the Soma Credit Card. Why did this happen?

When applying, customers are considered for the Soma Mastercard first. However, customers who do not qualify for the Soma Mastercard will automatically be considered for the Soma Credit Card, which provides the same benefits when shopping in-store at Soma.

3. Can I earn points on purchases outside of Soma with the credit card?

If you are approved for and use the Soma Mastercard®, you will earn 7.5% (7.5 points) per $1 on qualifying Soma purchases; you will earn 2% (2 points) per $1 on grocery store and restaurant purchases and 1% (1 point) per $1 everywhere else Mastercard is accepted. If you are approved for and use the Soma Credit Card, you will earn 7.5% (7.5 points) per $1 on qualifying Soma purchases only.

4. Why haven’t I received points from my Soma credit card purchases?

For accounts in good standing, points for qualifying Soma credit card purchases at Soma typically post within three (3) business days. For Soma Mastercard purchases outside Soma, points post after each billing cycle and depend on the merchant category. Contact Soma Customer Service if points don’t appear as expected.

5. Can I make a Soma credit card payment in-store?

No. Payments cannot be made in-store. You can pay by logging into your account at synchrony.com/soma or calling Synchrony Customer Care at the number on the back of your card or on your billing statement.

6. .I have authorized users on my credit card account. Will they earn points when they use their Soma credit card?

Yes. Purchases made by authorized users will earn points in the following situations:

1. If an authorized user makes a qualifying purchase at Soma, Soma Outlet, or online at soma.com and identifies as a Soma My Rewards member, they will earn 7.5% (7.5 points) per $1 spent, credited to their individual Soma My Rewards account. If no Soma My Rewards account is provided during the transaction, points will not be earned.
2. If an authorized user on a Soma Mastercard makes a qualifying purchase outside of Soma (everywhere else Mastercard is accepted), points will be credited towards the primary cardmember's Soma My Rewards account.

Points

1. How do I earn points, and which purchases qualify when I use my Soma credit card?

Earn points on most merchandise purchases at Soma, Soma Outlets, or soma.com, after discounts. Exclusions include taxes, shipping, gift cards and certain excluded merchandise. Other exclusions noted in full program terms at soma.com/rewards. Points earned depend on your membership:

• Members: 2.5% (2.5 points) per $1 spent
• Soma Credit Cardmembers: 7.5% (7.5 points) per $1 spent at Soma
• Soma Mastercard Cardmembers: 7.5% (7.5 points) per $1 spent at Soma; also earn 2% (2 points) per $1 at grocery stores and restaurants, and 1% (1 point) per $1 everywhere else Mastercard is accepted.

2. Do I need to be a Soma credit cardmember to earn points and rewards in the program?

No. You do not need to be a Soma credit cardmember to earn points/rewards; however, you can earn more points per $1 spent when you use a Soma credit card.

3. Can I earn points on past purchases or unregistered transactions?

No. Points start accruing only after enrollment and when you identify yourself at checkout—either logged in online or by providing your registered email/phone in-store. Points cannot be added retroactively.

4. How can I check my points balance?

Log in to your online account or ask an associate in-store. Points from eligible purchases at Soma typically post within three (3) business days after purchase or shipment; points earned on Mastercard purchases post after each credit card billing cycle and depend on the merchant category.

5. Why don’t I see my points yet?

Points may be delayed due to timing, unqualified purchases, returns/exchanges, or failure to identify yourself as a member at purchase. Contact Soma Customer Service if you believe there’s an error.

6. Is there a limit to the points I can earn?

There is no cap on the number of points you can earn. However, points expire 730 days after being earned if not converted to a Reward Certificate. Reward Certificates must be redeemed within 180 days from issuance.

7. What happened to my points from the prior Rewards+ program?

Previously earned Rewards+ points were converted to Reward Certificates and issued after the transition to Soma My Rewards.

8. What happens to prior Rewards+ Certificates?

Any Reward Certificate(s) earned previously remain valid through the expiration date(s).

Rewards

1. How will I receive and redeem my Reward Certificates?

Reward Certificates are emailed and available in your online Soma My Rewards account within forty-five (45) days after earning 500 points. Redeem them at any Soma, Soma Outlet, or online at soma.com by presenting the certificate at checkout or applying it online.

2. What happens if I return a purchase made with a Reward Certificate?

If you return an item purchased with Rewards Certificate(s), the Reward Certificate(s) will be forfeited and points will not be restored.

3. How do I qualify for and redeem my Birthday Reward?

Your Birthday Reward is emailed if your profile includes your birth month and a current valid email address. For additional requirements, please refer to the Soma My Rewards Program Terms & Conditions. Redeem your Reward in-store by having a Store Associate access it or online by clicking the link in your email, logging into your account, or entering the code manually.

4. What is the free shipping benefit and how do I get it?

Free standard shipping (4–10 days) is available for Soma cardmembers on qualifying purchases made online with their Soma credit card (with no minimum purchase amount required) and for VIP members on orders over $50 (continental US only). Simply log into your account, and the benefit will apply automatically at checkout.

5. Can Reward Certificates be used with other offers or coupons?

Yes. Up to five (5) coupons or special offers can be combined with Reward Certificates in a single transaction, in-store or online.

6. Can I get cash back instead of using my Reward Certificates?

No. Rewards are issued as certificates redeemable for merchandise purchases and must be used via your online account or in-store at checkout.

7. Do points or Reward Certificates expire?

Points expire 730 days after being earned if not converted to a Reward Certificate. Reward Certificates must be redeemed within 180 days from issuance.

Help & Contacts

1. Who can I contact with questions about the Soma My Rewards program?

You can contact Soma Customer Service by emailing customerservice@soma.com, or by calling 866-768-7662 or speaking with a Store Associate at any Soma location.

2. Who can I contact with questions about the Soma Mastercard or Soma Credit Card?

You can chat with a representative after logging into your account at synchrony.com/soma. If you have questions about the Soma Mastercard, contact Synchrony Customer care at 855-507-1442. If you have questions about the Soma Credit Card, you can contact Synchrony Customer Care at 855-507-1439.

Back to top

Returns, Adjustments and Exchanges

Soma Return Policy

Returns must be accompanied by original or gift receipt, or date and amount of purchase must be validated in our system. Customer identification may be required. Refunds will be made in the original form of payment, except that merchandise credit may be given for gift receipt returns. If your original purchase was made by check, you may choose to receive a merchandise card, or a check will be mailed within 30 days of return. Merchandise must be in its original condition, unworn and unwashed, or merchandise must be defective. Merchandise purchased in an outlet store must be returned to an outlet. Purchases must be returned in the country of original purchase. We are unable to accept the return of product purchased online via BorderFree. All shipping and processing fees are non-refundable.

Standards for Shipping Hazardous Materials Pertaining to Beauty Products

Flammable substances (ex. aerosols and alcohol-based products) may be mailed only via surface transportation in accordance with U.S. postal regulations. Full responsibility rests with the consumer to comply with all postal and non postal statutes and regulations regarding mail. Information regarding postal statutes, regulations, and mailing requirements is available from your local Postmaster or Postal Service Business Mail Entry Manager, and at the Postal Service's mailing standards Web site at www.usps.com.

General Points to Remember When Returning by Mail

• Pack items safely for shipping using original packaging.
• You may use the carrier of your choice by creating your own label and in compliance with applicable Department of Transportation requirements.
• We recommend using a form of traceable and insurable delivery

Telephone and Online Purchases

U.S. Customers:

Paypal Orders

Merchandise purchased via PayPal may be returned in stores or returned via mail using the return shipping label provided. If you do not have your shipping label, please contact Customer Service.

Bring It to a Boutique

If you prefer to return or to exchange your purchase in one of our boutiques, our sales associates will be happy to help you with your return or exchange at any of our Soma U.S. boutiques (excluding outlets).

Click here to find the boutique or outlet nearest you.

Make a Return by Mail

If you prefer to send your return by mail, please affix the Prepaid Return Shipping Label that we provided, along with your invoice, to the box and drop off your package in the U.S. mail. If you don't have a Prepaid Return Shipping Label, visit our Returns Portal where you can download and print a prepaid return shipping label. Please note that when we receive your return, we'll deduct $7.00 USD from your refund for processing fees. If you prefer to use the carrier of your choice and create your own label, we recommend using a traceable and insured form of delivery.

Please ship returns to:

Returned Check Policy

A service charge of $25 or the maximum permitted by law will be assessed for NSF checks. The amount of the check and service charge may be collected via electronic debit or bank draft drawn from your account.

Price Adjustment Policy

We will adjust the price of an item on a one-time basis if prices decreases within 14 days of original purchase if you present your original receipt in store for an in store purchase. Online or catalog purchases are not eligible for price adjustment in our stores.

Final Sale

Merchandise marked final sale is sold "as is" and may not be returned or exchanged and is not eligible for price adjustment.

More Information

For more information regarding returns, adjustments, and exchanges, including our return policy for International customers, please read our Return Policy.

Back to top

Shipping Options & Charges

1. Do you ship to APO/FPO military addresses or P.O. Boxes?

We do ship to military addresses and P.O. Boxes, however, we can only ship these items via Standard delivery. Please note that Standard delivery requires an additional three days of arrival time.

2. Do you save my billing and shipping information so I don't have to enter it each time I place an order?

If you are a registered user and have signed in, yes. The current address we have on file for you will automatically show up in Step 2 of the Checkout process. You will be able to make any revisions at this time or enter in a different "Ship To" address.

3. What is the difference between a shipping and a billing address?

Your shipping address is where you would like your order to be shipped to; your billing address is the same address you used to place an order with your credit card.

4. What are the methods of shipping and charges?

Information based on orders placed by 10am ET Monday through Friday

* Standard delivery is available for all U.S. addresses. APO/FPO military address deliveries arrive within 4-10 business days via USPS.

**Express & Next Day deliveries are not available for P.O. Boxes, APO/FPO military addresses, and other certain areas our parcel carriers cannot reach.

*** International delivery is not available for international P.O. boxes. If your country isn't listed on our drop-down country box, we're currently unable to ship there.

Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival. Sales shipped to customers are FOB shipping point.

Need it in a hurry?

Express delivery is twice-as-fast.

Order Tracking

For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team. Unfortunately tracking is not available for international delivery.

Sales Tax

Taxes are based on the order's "ship to" address.

Colorado Residents

Effective July 1, 2022, Colorado imposes a $0.28 retail delivery fee on all customers with orders that are mailed, shipped or otherwise delivered to a Colorado address. SOMA collects and remits the CO Retail Delivery Fee on your behalf. The CO Retail Delivery Fee applies to all orders that are shipped to a Colorado address, including in-store orders that are shipped to Colorado. For online orders, the CO Retail Delivery Fee will appear on your receipt as a separate line item from taxes and shipping fees (if any). For in-store orders, the CO Retail Delivery Fee will be included in the Taxes line item. Note: The Colorado Retail Delivery Fee amount is subject to change; it is non-refundable and due and owing even if you qualify for free shipping. SOMA is unable to waive the CO Retail Delivery Fee for any reason.

International

If you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.

For details on International orders, see our international FAQ.

Back to top

Technical Questions

1. I forgot my password. What do I do now?

When you click on "My Account" to log in you'll see a link to receive a Password hint/reminder. If this doesn't help, click "Email Me My Password" and your password will be sent to you via email within 24 hours.

2. I spelled my name wrong when I registered. How do I correct it?

Sign in on "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes here and save your changes. If you make a change to your name and see that another Rewards number has been assigned to you, please contact our Customer Service Center at 1.866.768.7662 and we will get your accounts corrected.

3. How accurate is the color display on the Internet?

Because it's important that all soma.com customers be pleased with their purchases, be advised that all color varies slightly from one computer monitor to another.

4. Does soma.com use cookies?

To enhance your shopping experience at soma.com, we use cookies, which are small data files that we store on your computer's hard drive. Rest assured, the cookies we use do not store personally identifiable information. They simply enable us to keep track of your order as you shop our site. For example, soma.com uses cookies in order to save your shopping bag information so that you can browse from page to page without losing that information. When shopping soma.com, we recommend you use a cookie-enabled browser in order to avoid having to constantly re-enter information. Cookies also enable us to monitor and maintain information about your use of our site. The information we retrieve assists us with tracking your order, improving our site design, products, services, contests and promotions and overall shopping experience.

5. I keep getting an error page. What should I do?

Please call our Customer Service Center at 1.866.768.7662 and be prepared to provide them with the error number listed on the error page.

6. Do I have to provide my email address if I want to browse the products?

You do not need to provide your email address if you just want to look around and browse the products on soma.com. We will ask you for your email address when you choose to make a purchase so that we may send you an order confirmation immediately after you place your order. This is to let you know we've received your information correctly and we are processing your order. When you register, there is a checkbox for you to select if you DO NOT wish to be contacted by email from Soma. If selected, we will not send you any promotional emails, only your order confirmation email.

7. Do I have to sign in?

Soma does not require you to be registered or sign in to make a purchase on our web site. We do strongly recommend creating an account online for all the great benefits, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in.

Back to top

International FAQ

Back to top