F A Q s /

 

We’re here to help - If you can’t find the answer you’re looking for in our FAQs, please reach out to us at info@soverestudio.com

Someone on our team will be in touch shortly.

 

ORDER QUESTIONS

 

How do I know if my order was successful? 

When you have successfully completed your order you will receive an email titled “Order Confirmation” which will include all details of your order.

If you haven’t received an order confirmation email within 24 hours of placing your order please contact us at info@soverestudio.com

 

I’ve placed an order but I made a mistake / have changed my mind. How can I change / cancel my order? 

Unfortunately we can’t change any information on an existing order once it has already been processed for shipment. This includes details like your shipping address, billing information, item, size or quantity. We also cannot cancel orders after they have been processed for shipment. 

If you haven’t received your Shipping Confirmation email, we may be able to process a change or cancellation. Please contact us at info@soverestudio.com as soon as possible and let us know the issue, we’ll make every effort to accommodate your request.

 

Once I place an order, when will my account be charged? 

If you place an order on SOVERE / you will be charged for the full cost of your order immediately. The only exception to this will be if you pay via Afterpay, in which case you will be charged as per the payment timelines outlined by Afterpay during their checkout process.

 

Can I place an order over the phone? 

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us at info@soverestudio.com and we’ll do our best to assist.

 

What do I do if a size / item I want to purchase is out of stock? 

Please email us at info@soverestudio.com and we’ll let you know if we will be restocking the item.

 

Can I get a different size or colour than what is offered through the store? 

No. If a size, colour or other variant doesn’t appear online, it is not currently available.

 

What happens if you run out of stock of an item I’ve already ordered? 

In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to offer an alternate item, a credit note or a refund. We make every effort to ensure inventory is accurate to avoid this happening.

Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.

 

What is the sales tax on my order? 

Any sales taxes applied to your order are calculated based on the applicable sales tax and use tax laws of your country. 

 

How do discounts and special offers work? 

And now for some legal language: Unless otherwise specified, product prices already reflect discounts. All offers are limited to stock on hand; no rain checks or vouchers are available unless otherwise noted. Not valid after purchase, on prior purchases, gift cards, gift certificates, taxes, shipping, or handling and processing charges. Purchaser must pay applicable sales tax. Offer may not be combined with any other sale, promotion, discount, code, promo, coupon and/or offer. Promotions have no cash value. Offer cannot be sold, transferred, or otherwise bartered. Void where prohibited, taxed or otherwise restricted. Returns or cancellations of any portion of a purchase requires equal forfeiture of offer or amount equal to offer. F45 has the right to end or modify any promotion at any time at its sole discretion. Other restrictions may apply.

 

SHIPPING QUESTIONS

 

When will my order ship?

In most cases, excluding pre-orders, orders ship within 1-2 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted. 

 

How do I know if my order has been shipped?

You will receive an email titled “Shipping Confirmation” which will include all details of your order along with a unique tracking number via the email you placed your order with.

Please allow up to 3 business days for your Shipping Confirmation to be sent. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. 

If you still haven’t received a Shipping Confirmation email after this time, please contact us at info@soverestudio.com  

Please note it can sometimes take up to 3 days for your tracking link to update. 

 

How long will it take for my order to arrive, once it ships?

Australian standard orders normally arrive within 2-6 business days of shipping, unless otherwise noted. Australian express orders normally arrive within 1-2 business days of shipping, unless otherwise noted.

International standard orders normally arrive within 6-10 business days of shipping, unless otherwise noted. International express orders normally arrive within 2-5 business days of shipping, unless otherwise noted.

Please note that your international order needs to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.

Please note that shipping delays will occur if you provide an incorrect address at checkout.

 

There seems to be a delay with the delivery of my order. How can I find out more information?

You can track your order at any time using your unique tracking number. Your unique tracking number is included in your Shipping Confirmation email.

If there are delivery issues we will do what we can to help you receive your order as quickly as possible however SOVERE / is not responsible for deliveries once they have been dispatched from our premises.

Should you experience delays or issues with your delivery after you’ve received your Shipping Confirmation email, we recommend you contact Australia Post and quote your unique tracking number.

Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. 

 

My order is shipping to a country outside of Australia. Will I have to pay customs/import fees to receive my order?

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; SOVERE / is not responsible for any additional customs charges or fees once your package has left our premises.

Custom fees are calculated based on the contents of each package. If an order arrives via multiple packages, custom fees will not increase but rather be collected upon import of each package.

If customs fees and charges are refused at the time of delivery, your order will be returned to SOVERE /. You will be refunded, less a 10% Return To Sender fee. 

 

RETURN QUESTIONS

 

Can I exchange or return my item?

SOVERE / does not offer exchanges.

Return for refund or credit note is available for Full Price Items ONLY. 

Sale items are final sale and cannot be returned.

Please see our RETURNS page for our full policy.

 

How do I return my item?

  1. Re-pack your item with labels and tags still attached in the garment bag it arrived in.
  2. Pack your item into an appropriate post package.
  3. Email info@soverestudio.com with your order number, the reason for your return, and the item(s) you will be returning to receive your Returns Label.
  4. Print the form, complete the fields and attach the Returns Label to your package.
  5. Proceed to your preferred postal or courier outlet, pay for tracked return postage and post the package back to the address on the Returns Label.
  6. Keep your proof of postage / tracking number for your reference 

SOVERE / Returns

Suite 22A 8-24 Kippax Street

Surry Hills, 2010 AUSTRALIA

 

How long after I receive my item will you accept a return?

Australian returns must be received within 21 days of Delivery Date. International returns must be received within 30 days of Delivery Date.

 

Will you accept returns of product in any condition?

Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, stained or altered in any way.  

 

Who pays for my return?

You will cover the cost of return shipping, except in any case where SOVERE / is responsible for the cause of the return (faulty goods or incorrectly shipped goods). 

 

I received my order but an item is faulty. What do I do?

Faulty items are eligible for repair, exchange, refund or credit of the purchase price and shipping if they meet the criteria outlined in the WARRANTY section. 

If your item arrives damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong and helps us prevent similar issues for you and other customers in the future. 

Once we receive the photos and confirm the issue, we’ll provide a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement, repair the item, refund you or issue a credit note.

Please note we are not responsible for any damages to any merchandise once the item has been worn, used or washed.