FAQ – general questions

What size should I choose?
At soyaconcept, we use standard European sizing. Find guidance to determine your size by accessing a single product. Here you will find a size guide where you can compare size and body measurements.

If you have any questions, please contact us at online@soyaconcept.com

 

I have not received my order confirmation
If you haven't received your confirmation email, please check your spam filter and unwanted mails. Otherwise, you may have entered a wrong email address.

Please contact us at online@soyaconcept.com so we can confirm your purchase.

 

Can I change my order after completing the purchase?
Yes you can. You can change your order on the order date until 13.00. Therefore, if you wish to make a change or cancel your order, you need to let us know within this time frame. After that, we can't guarantee that we can change your order.

Please contact us by email to online@soyaconcept.com.

 

I haven't received my order / Can I track my shipment?
You can always track your package on GLS’ homepage. Your parcel number has been sent to your mail, together with your invoice. In case you have not received your track & trace number, please contact us at online@soyaconcept.com, so we can inform about the status of your package.

 

How do I use my discount code?
The discount code must be entered at checkout. After selecting the product(s) you would like to purchase, you proceed to checkout and enter the "Discount Code". When you press the "Apply Coupon" button the discount will automatically be deducted from the total.

If your discount code does not work, contact us at online@soyaconcept.com.

 

Shipping

  • We offer FREE delivery on all orders over 39.95 EUR
  • All our packages are sent as insured parcel post via GLS
  • Delivery time is usually 2-4 business days
  • Order before 13.00 and we will dispatch the same day
  • You will receive your track & trace number when the package leaves our warehouse.

 

The following shipping options are offered with GLS:

Denmark:

  • GLS home delivery (the package is delivered to your residence) 7 EUR.
  • GLS business delivery (the package is delivered to your workplace) 7 EUR.
  • GLS parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop) 7 EUR.

Sweden:

  • PostNord home delivery (the package is delivered to your residence) 7 EUR.
  • PostNord business delivery (the package is delivered to your workplace) 7 EUR.
  • PostNord parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop) 7 EUR.
     

Germany and Austria:

  • GLS home delivery (the package is delivered to your residence) 3,95 EUR.
  • GLS business delivery (the package is delivered to your workplace) 3,95 EUR.
  • GLS parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop) 3,95 EUR.

       

      Return and exchange

      How do I return my order?

      • You have 30 days to return when shopping online on soyaconcept.
      • Your cancellation period starts when you have received the items.
      • Upon return we pay for the freight. You just need to use the enclosed return label, so you are sure that your package is insured.
      • Remember to write down the shipping number so you can track your package.
      • Please return the package in the same condition as you received it.
      • Please enclose your receipt and the completed return form on why you want to return your order.

       

      Returning a package

      1. All return packages must be sent to the following address:
        Prime Cargo
        Profilvej 4 (Terminal 1)
        6000 Kolding
        Denmark
        Att. Returns/soyaconcept
        (please write "RETURN PACK" outside of the package)
      2. Deliver the package to the post office
      3. Once we have received the package and reviewed its contents, the amount will be transferred to the card used for the purchase.

      NOTE: We are not responsible for the return package until it is in our possession.

       

      When can I expect my refund?
      Once we have received the package and reviewed its contents, the amount is transferred to the card used for the purchase.

      It can take up to 14 business days before you see the money in your account. If it takes more than 14 days, please contact us at online@soyaconcept.com.

       

      Can I make an exchange?
      If you want to change to a different size, color or model, you can make a new order via our webshop www.soyaconcept.com.

       

       

      If there is something wrong with an item
      If you have complaints about defects, damage to your clothes or if the clothes do not fit perfectly, please contact us at online@soyaconcept.com.

       

      Order

      How to complete a purchase at www.soyaconcept.com
      You choose the item(s) you want to purchase and add them into the "shopping cart". You can edit the contents of the shopping cart at any time and continuously check the content and price of the good(s).

      1. When you are ready to place your order, click the shopping cart icon and click "Checkout."
      2. Then enter your information and click "Continue to Shipping Methods"
      3. Then select the shipping method you want and press "Continue to payment method"
      4. Then you will be directed to a secure payment page where you will enter your credit card information. You can cancel your order at any time until you confirm your payment information by clicking the "Finish payment" button.

      The amount will first be deducted from your account once the item(s) leaves our warehouse.

       

      Can I track my package?
      You can always track your package on the GLS website. Your parcel number is sent to your email, along with your invoice. In the event that you have not received your parcel number, please contact us at online@soyaconcept.com so that we can inform you as soon as possible of the status of your parcel.

        

      Payment and security

      What are my payment options?
      Soyaconcept accepts the following credit cards: VISA/Dankort, VISA, VISA Electron, Maestro, MasterCard, MasterCard Debit. The amount is deducted from your account when the purchased items leave our warehouse.

       

      Security
      All purchases through www.soyaconcept.com are via an encrypted SSL connection (Secure Socket Layer). We therefore do not have access to your account information. Only NETS (formerly PBS) has access to your data. Your personal contact information is 100% confidential and will never be handed over to others.

      Registration information for soyaconcept's newsletter will only be used internally. We use this information in order processing and marketing of our products directly to you.