- Order Status & Tracking
- Ordering & Payment Options
- Love Soma Rewards Information
- Returns, Adjustments and Exchanges
- Shipping Options & Charges
- Technical Questions
- International FAQ
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 email@example.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.
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. If sufficient quantities are available in boutiques, you can contact Customer Service at 1.866.768.7662 and the item can be located from a boutique location and mailed to your home.
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. Do you gift wrap?
While we do not offer gift wrap, we will gift box your order in a premium branded gift box.
8. How is my order gift packaged?
Gift packaging will include the following:
- Prices will be removed
- Items will be wrapped in tissue
- All items will be placed in one premium branded gift box per order
9. How do I select gift packaging?
Select the gift box option at step two in your shopping cart at checkout.
10. Is my gift packaging refundable?
Your gift packaging is not refundable.
11. 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.
12. 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.
13. 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:
- Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
- 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.
14. 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.
15. 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.
16. 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.
Love Soma Rewards Program Information
1. What is the Love Soma Rewards®?
Love Soma Rewards® is Soma’s customer loyalty program, consisting of four tiers: Welcome, Silver, Gold and Platinum. As a Member of the Program, you will automatically receive Points for every dollar you spend on Qualifying Purchases at Soma® boutiques and outlets, online at soma.com, or by phone. For every 1500 Points you earn, you will receive a $5 Reward redeemable on your next merchandise purchase in Participating Locations.
2. How do I join Love Soma Rewards®?
Love Soma Rewards® is open to U.S. residents only. If you are an International resident, you may create an online account, but you will not be enrolled in our loyalty program. There is no fee to join or maintain Membership in the Program. You must be 13 years of age or older to participate in the Program. You may sign up for Love Soma Rewards® at any participating Soma boutique or outlet, or by phone at 866.768.7662 or creating an account online at soma.com (“Participating Locations”) by providing your first and last name, phone number, email address and birth month and day, or by making a Qualified Purchase at any Participating Location.
3. Will I continue to receive my catalog and email coupons?
Yes! You will continue to receive your catalog and email coupons, some of which may be combined with your earned Rewards.
4. I Already have a Love Soma Rewards® number but am creating an account online for the first time. Do I need my rewards number to register?
If you are new to soma.com but have already received a Love Soma Rewards® Member number by shopping in our boutiques or by phone, there will be a field on the online Registration page where you can enter your Love Soma Rewards® number. This allows us to locate you in our records and ensure that you earn Points and receive your Love Soma Rewards® benefits for all your online Qualifying Purchases. You can find your Love Soma Rewards® Member number on the back of your Soma catalog or on your receipt. You will automatically receive your Love Soma Rewards® benefits (such as free shipping when applicable) if you have completed your online registration at soma.com and log-in to the site prior to checkout. Be sure your Rewards Member number is associated with your online account, so you do not need to re-enter it at checkout.
5. Can I share my membership with friends and family?
No. Membership and Points are not transferable and cannot be shared.
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 handling 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
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 handling fees. ShopRunner members enjoy free return shipping on all their orders placed with ShopRunner. 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:Soma Reverse Logistics DC
2160 Breckinridge Blvd
Building 200 Suite 250
Lawrenceville, GA 30043
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.
Merchandise marked final sale is sold "as is" and may not be returned or exchanged and is not eligible for price adjustment.
For more information regarding returns, adjustments, and exchanges, including our return policy for International customers, please read our Return Policy.
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?
| Shipping Options
(Orders placed by 10am EST Monday-Friday)
|Standard *||4-10 Business Days|
|Express **||2-3 Business Days|
|Next Day **||1 Business Day|
|International ***||10-14 Business Days|
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.
**** Soma provides FREE 2 Day Shipping by ShopRunner to ShopRunner members with online purchases of $50 or more. ShopRunner shipping will follow the 2nd Day Shipping policy (See above).
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.
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.
Taxes are based on the order's "ship to" address.
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.
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.
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.
Who is Borderfree?
Borderfree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with Soma's product prices in the currency of their choice, aggressive international shipping and handling costs, and the lowest possible guaranteed order total. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so you can purchase from us with confidence.
How do I place an order?
It's easy! Our website recognizes when you are shopping from an international location. You may also click on the flag within the top of our main menu on your mobile phone, or the top right corner of your desktop browser, to select your shipping destination and preferred currency. All prices will automatically be converted into your chosen currency.
Shop our website as you would normally by adding items to your bag and then clicking on the checkout button. We will calculate and display in your chosen currency a total transaction amount that includes your merchandise purchases, all shipping and handling costs to your selected international destination, and any applicable duties and taxes.
How are my shipping and handling and sales tax costs calculated?
Our international ecommerce partner, Borderfree, calculates and guarantees your international shipping and handling costs automatically during our checkout process. Your international shipping and handling costs are based on your selected level of service (e.g., standard or expedited shipping), your number of items, weight of your items, your selected destination country, and applicable duties and taxes. Standard shipping is currently not available for orders being shipped to Japan.
Can I ship an order outside of the U.S. but still pay in U.S. Dollars (USD)?
Yes! You can ship your order to any international destination currently supported by Borderfree and pay in U.S. dollars. We also support many other currencies.
What are the accepted methods of payment for international orders?
For your convenience, we accept Visa, Mastercard, American Express, JCB and China UnionPay.
Can I use my gift card or merchandise credit for international orders?
We are unable to accept gift cards or a merchandise credit as a payment method for international orders at this time.
When am I billed?
Your credit card will be billed by our e-commerce partner, Borderfree, at the time your purchases leave the United States of America and your credit-card statement will read "BF*Soma" with 'BF' denoting the Borderfree network.
How can I track my International order?
You will receive an email that provides tracking information once your order ships. You may also track packages from within your order history.
Are there any items that cannot be shipped internationally?
If any of your items cannot be exported from the United States or imported into your selected country, you will be notified during the checkout process. As a general rule, consumer commodities such as aerosols, fragrances, and other alcohol-based products may not be available for international shipping.
Can I return my items?
Yes. Return instructions are provided with your package.