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FAQs
SHIPPING & DELIVERY
How much does shipping cost?
Standard shipping within the U.S., including U.S. territories, is $6.95. Orders of $50 or more qualify for free standard shipping, and subscription orders always ship free. Shipping to Canada is calculated at checkout, and free shipping is not currently available for Canadian orders. We do not offer expedited shipping at this time.
When will my order ship?
Orders generally ship within 2 business days of being placed. Orders are not processed or shipped on weekends or holidays. You will receive an email with tracking information when your package ships; if you don't see it, please check your spam or junk folder.
How long does shipping take?
Orders are expected to arrive 3–6 business days after processing. Delivery estimates are based on carrier information and are not guaranteed. We do not currently ship with day-definite services, so an order may arrive after 6 business days.
Can I change the billing address for my order?
For security reasons, we are unable to edit the billing address once an order has been placed. This does not affect delivery: your order will still ship to the shipping address you entered at checkout.
How can I change the delivery address for my order?
Address changes are typically not possible to accommodate once an order has been placed, but we will do our very best. Please contact us as soon as possible with your order number and your new shipping address: https://soshebeauty.com/pages/contact-us. If your order has already shipped, we are unable to redirect it, so please contact the carrier directly about a reroute.
What are SOSHE products shipped in?
SOSHE products are shipped in fully recyclable paper-padded mailers or boxes sealed with paper tape. Please recycle your package when possible.
Where do you ship?
We currently ship within the United States, including U.S. territories such as Puerto Rico, and to Canada. We do not currently ship to other international destinations.
How can I track my order?
You will receive tracking information by email as soon as your order ships. If you don't see it, please check your spam or junk folder. If you need help, please contact us through our support form: https://soshebeauty.com/pages/contact-us
My tracking says delivered, but I cannot find my package. What should I do?
Carriers sometimes mark a package as delivered a day before it actually arrives. Please check around your property, with neighbors, your building's mailroom or front desk, and your local post office. If it still hasn't shown up after 3 business days, contact us with your order number and confirm your shipping address, and we'll arrange a replacement or refund: https://soshebeauty.com/pages/contact-us. If you purchased Protect+ package protection, you can also file a claim at https://claims.soshebeauty.com.
Which carrier will ship my order?
To get your order to you as quickly as possible, orders from soshebeauty.com may ship with one of the following carriers, depending on your location:
- USPS
- FedEx Ground Economy (SmartPost)
- DHL eCommerce
- UniUni
- Better Trucks
- CDL
- Cirro
- UDS (United Delivery Service)
- Ameriship
The carrier for your order is shown in your shipping confirmation email. Please use the tracking link in that email for the most current delivery updates.
TikTok Shop orders are shipped via DHL, except for orders shipping to Alaska or Hawaii, which are shipped via USPS.
What is Protect+ package protection?
Protect+ is an optional package protection add-on offered at checkout. It covers eligible orders if a package is lost, stolen or damaged in transit. You can remove it before completing your purchase. Once an order is placed, the Protect+ charge isn't refundable, and refunds don't include shipping fees or package protection. To file a claim, visit https://claims.soshebeauty.com.
RETURNS & EXCHANGES
What is your return and refund policy?
If you are not happy with your purchase, returns and refunds are eligible for all products ordered from soshebeauty.com within 30 days of purchase. Contact us with your order number and the product you would like to return: https://soshebeauty.com/pages/contact-us. Refunds do not include original shipping or insurance costs. Please include photos if you are returning an item because the package or product was damaged.
How can I exchange an item?
To request an exchange, please contact our support team with your order number and the item you would like to exchange. We will help with the available options: https://soshebeauty.com/pages/contact-us
I returned my order. How long will my refund take?
Once your refund has been processed, it can take 3-5 business days to post back to your original payment method. Timing may vary slightly by financial institution.
How can I unsubscribe from receiving refills?
You can manage your subscription anytime from your account, including skipping or pausing a shipment, changing your delivery date or frequency, or cancelling: https://soshebeauty.com/a/account/subscriptions. If you need additional help, please contact us: https://soshebeauty.com/pages/contact-us
What should I do if I receive a faulty or incorrect item?
We are sorry there is an issue with your order. Please contact our support team and include your order number and photos of the issue when possible. We will help with the available options: https://soshebeauty.com/pages/contact-us
Something is missing from my order, or I received the wrong item. What should I do?
We're sorry about that. Orders are packed by hand and mistakes can happen. Contact us with your order number and a photo of what you received, and we'll send a replacement for the missing or incorrect item, or a refund if the item is out of stock: https://soshebeauty.com/pages/contact-us
Do you offer shade exchanges?
Yes. We offer a free one-time shade exchange: tell us the shade you'd like instead and we'll send it. Shade exchanges are final and are not eligible for a refund or a further exchange. For refillable products like our eyeliners, exchanges ship as refills, so keep your case and swap in the new refill (see our Refill Guide: https://soshebeauty.com/pages/refill-guide). If the shade you want is out of stock, we can refund you instead.
I subscribed through TikTok Shop. How do I cancel?
Subscriptions started through TikTok Shop can't be viewed or cancelled by us. Please cancel in TikTok Shop, or contact TikTok Shop Customer Support with the email on your TikTok account, the charge date and the amount paid. We can only cancel subscriptions linked to your soshebeauty.com account.
My product arrived damaged. What should I do?
We're sorry your product arrived damaged. If you purchased Protect+ package protection at checkout, please file a claim at https://claims.soshebeauty.com. If you did not purchase package protection, please contact us with your order number, a photo of the damage, and the lot number if you can find it (stamped on the product), and we'll review the available options: https://soshebeauty.com/pages/contact-us
ORDERS
I did not receive my order confirmation. What should I do?
Order confirmations are sent automatically to the email address entered at checkout. If you did not receive one, please check your spam or promotions folder. You can also email [email protected] and request that your confirmation be resent.
Can I modify or cancel my order after it has been placed?
Please contact support immediately with your order number if you need to modify or cancel an order. We have a short window before internal processing begins, so changes and cancellations are not guaranteed. If we are able to cancel, your refund will be processed and can take 3-5 business days to post to your account. Once an order has processed or shipped it can no longer be changed or cancelled, but you can return it after it arrives (see our return policy). Contact us here: https://soshebeauty.com/pages/contact-us
Can I use more than one promo code on the same order?
You can use one promo code per order. Promo codes cannot be combined.
How do gifts with purchase work?
Gifts with purchase are offered based on your cart value. When your cart qualifies, the gift is automatically added before checkout. Gifts are available while supplies last.
What should I include when I contact support?
To help us find your order quickly, please include your order number, the email address used to place the order, and where you purchased (our website, TikTok Shop, Ulta Beauty, Credo Beauty, etc.). For damaged, defective or missing items, please add a photo. We can't see orders placed through other retailers under your email. Contact us here: https://soshebeauty.com/pages/contact-us
PAYMENT
What payment methods do you accept?
We accept Visa, Mastercard, Discover, and American Express, as well as Apple Pay, Google Pay, PayPal, and Shop Pay.
When will my credit card be charged?
Your credit card is charged as soon as your order is accepted and processed. For refills, your card is charged according to your refill schedule.
Is it safe to use my credit card on this site?
Your privacy and security are important to us. Payments are processed with 128-bit SSL encryption, and sensitive card details such as your full credit-card number and CVV are not visible to us.
Do you offer a professional or industry discount?
We don't currently offer a professional or industry discount. Sign up for our emails and texts to hear about upcoming promotions.
Why do I see multiple charges on my card?
Extra charges are usually pending authorizations, which drop off automatically within a few days. If more than one charge fully posts, please contact us with your order number: https://soshebeauty.com/pages/contact-us
ACCOUNTS & REWARDS
How can I stay updated on new launches?
You can stay up to date on new launches by following SOSHE on Instagram or subscribing to our newsletter in the footer of our website.
Is my personal information kept private?
Your privacy and security are important to us. Payments are processed with 128-bit SSL encryption, and sensitive card information such as your full credit-card number and CVV is not visible to us. If you have questions, please contact support: https://soshebeauty.com/pages/contact-us
How do I edit my customer details, email, or delivery address?
For help editing your customer details or email address, please contact our support team: https://soshebeauty.com/pages/contact-us. Please note that shipping-address changes for placed orders are subject to the order-processing policy.
PRODUCT
Where can I buy SOSHE products?
SOSHE Beauty products are available online at soshebeauty.com and at participating retailers. To find a store near you, visit our store locator: https://soshebeauty.com/pages/store-locator
How do I refill my porduct?
For step-by-step instructions on refilling your SOSHE product, please visit our Refill Guide.
How long does SOSHE mascara last?
You can keep your mascara for up to six months. However, based on ophthalmologist and FDA guidance, we highly recommend replacing mascara every three months.
How can I find out more information about a product?
If you have questions about a product or would like to speak with the SOSHE team, please contact us: https://soshebeauty.com/pages/contact-us
What are your plans for future products?
Sign up for the SOSHE newsletter in the footer of our website to hear about future products and launches.
Can I buy refills or empty compacts separately?
Refills are sold separately on each product's page (look for the refill option near the bottom of the page) and click into your original compact. Empty compacts and cases aren't sold separately; the compact comes with the full-size product. Store spare refills in their original packaging, tightly closed, in a cool, dry place away from heat and sunlight.
When will an out-of-stock item be back?
Use the 'Notify me' option on the product page or join our email list to be told as soon as an item is back in stock. We aren't able to share exact restock dates.
Is your mascara available in other colors?
Our mascaras, including Waterproof Tubing Mascara, are only available in jet black. We pass color requests along to our product team.