FAQs
1. Shipping & Delivery
Q: How can I track my order?
A: Once shipped, you’ll receive an email with a tracking number. 👉 Click here to track your order Please allow 24-48 hours for tracking details to update after receiving your notification.
Q: What are the shipping costs and delivery times?
A: Order Processing: 1-3 business days.
USA Orders (Shipped from US Warehouse):
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Delivery: 3-8 business days.
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Fee: FREE over $60 | $6.99 for orders under $60.
Northern Europe (DK, CH):
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Delivery: 7-15 business days.
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Fee: FREE over $60 | $8.00 for orders under $60.
Other International (UK, CA, AU, NZ, ES):
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Delivery: 7-15 business days.
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Fee: FREE over $60 | $6.99 for orders under $60.
Shipping times:
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Standard delivery usually takes 2–8 business days.
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Express delivery usually takes 1–4 business days depending on your parcel destination.
We partner with trusted couriers such as USPS, DHL, Australia Post, Sendle, PFL Logistics, and CouriersPlease.
Note: Delivery times are estimates and may be affected by public holidays or high-volume seasons.
For full details, please refer to our Shipping Policy.
Q: Why does my order say "Delivered" but I haven't received it?
A:
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Check common spots (mailbox, porch, neighbors, or building management).
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Wait 24 hours (carriers sometimes mark "delivered" slightly early).
2. Returns & Refunds
Q: What is your returns policy?
A: We offer a 30-day return window for eligible items (original condition, tags attached).
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US Orders: We accept returns for any reason (customer pays return shipping).
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International Orders: Due to high logistics costs, we do not accept returns for non-quality issues. We only provide refunds/replacements for defective, damaged, or lost items.
Q: How do I initiate a return?
A: We use an automated system. Do not send items back without approval.
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Click the Profile Icon in our store menu.
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Log in with your email and the 6-digit code sent to you.
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Find your order, click "Request Return," and select the items/reason.
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If approved, you will receive an email with a return label and instructions.
Q: When will I receive my refund?
A: Once we receive and inspect your return, we will process your refund within 10 business days to your original payment method. Note that your bank may take additional time to post the transaction.
Q: What if my item arrives damaged or defective?
A: Please inspect your order immediately. If there is an issue, email support@ softention.com with your order number and clear photos of the damage. We will arrange a replacement or full refund at no extra cost to you.
3. Products & Sizing
Q: How do I choose the right size?
A: If you’re between two sizes, we recommend sizing up for a more comfortable fit. Each product page includes a detailed Size Guide.
Q: Do you offer plus sizes?
A: Yes, we carry a Plus Size collection to ensure more body types can find a comfortable fit.
Q: Do your bras have underwire?
A: Many of our bras are wireless, designed to provide support and comfort without the discomfort of underwires. Please check the product description for details.
4. Promotions & Discounts
Q: Do you offer multi-buy discounts?
A: Yes. Buy 1 items and get 2nd Extra 50% OFF. Buy 2 items and get 3rd Free.
Q: Is there a discount for new customers?
A: New subscribers often receive 10% OFF their first order.
5. Payment & Security
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Venmo, and more.
Q: Is my payment secure?
A: Yes, all transactions are encrypted and processed securely. We follow strict data protection standards. See our Privacy Policy for more details.
6. Customer Support
Q: How can I contact customer service?
A: You can reach us via:
- Email: support@softention.com
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Contact form on our website
Q: How fast will I get a response?
A: We do our best to respond within 1–2 business days.