Customer Care
Shipping & Delivery
Standard Shipping
• Delivery: 7–14 business days
• Returns: Accepted within 14 days of delivery
• Refunds: For damaged items, lost packages, or items not delivered after 30 days
• Notes: Proof of damage or loss is required
Made-to-Order
• Processing & Shipping: Ships within 14 business days
• Delivery: 14–30 business days
• Returns: Not accepted (custom-made)
• Notes: Proof of damage or loss is required
All shipping times are estimates and may vary due to global events or logistical delays. Return windows are strictly enforced to maintain hygiene and quality standards.
⸻
Orders & Modifications
• All orders may be modified within 24 hours of purchase.
• Orders must be canceled within 24 hours by emailing us at info@thesoftesthour.com.
⸻
Payments
We accept PayPal for a secure and convenient international checkout experience with buyer protection.
⸻
Returns & Refunds
• Standard items: Returns accepted within 14 days of delivery. Refunds issued to the original payment method upon approval.
• Made-to-order items: Returns are not accepted. We ensure each item is crafted with quality and care.
• For damaged or lost items, contact us immediately. Proof of damage or loss is required for all claims.
⸻
Silk & Satin Care
To maintain softness, longevity, and luxurious feel:
• Hand wash in cold water with a mild detergent or use a delicate cycle
• Air dry only; avoid high heat
• Store in a cool, dry place to prevent damage
⸻
Frequently Asked Questions
Q: Do I receive a full refund?
A: Yes, if your order meets the stated conditions and falls within the return timeframe.
Q: How do I request a refund for damaged, lost, or delayed orders?
A: Contact us at info@thesofistower.com. Provide proof of damage or loss. Refunds will follow the applicable shipping tier.
Q: Can I modify or cancel my order?
A: All orders may be modified within 24 hours. Orders must be canceled within 24 hours via email.
Q: How should I care for my silk or satin products?
A: Follow the instructions above under Silk & Satin Care.
Q: Are there any customs or import fees?
A: Customers are responsible for any duties or import taxes in their country.
Q: Why do some items arrive in original packaging?
A: Some items arrive in original packaging to honor the artisan’s craftsmanship and reduce unnecessary packaging for sustainability.
Q: What if I have a question not listed here?
A: Please reach out to our team via the contact page. We’re happy to assist.