You’ve Got Questions We’ve Got Answers
Before you reach out to us directly, check the frequently asked questions below.
If you’re new to the world of raw denim, you have an exciting journey ahead of you. To ease
you in gently, we’ve prepared a short introduction to raw denim raw denim.
Including delivery, jeans usually take somewhere in the range of three to four weeks. Shirts take two to three weeks. Jackets are a little more complicated, so they take a little longer—usually between four and six weeks. We frequently deliver ahead of schedule.
Since most of our products are one-offs and we have a relatively small manufacturing staff, there are occasionally delays, but we do everything in our power to deliver exactly as and when promised. We may not be fast fashion fast, but we’re the fastest tailor made denim company around.
Reasons for delays:
- 33 oz products takes longer.
- Alterations demands new patterns.
- Fabrics out of stock.
- Step 4 takes extra time.
- Sales/promotion times.
- Customer questions & changes.
To reduce waste and to help keep our costs low, we only prepare a handful of samples. With dozens of fabrics and a dizzying array of customizing options, your custom garment (like every custom garment we produce) will be entirely unique.
By clicking that little small create your soso account tick-box at checkout , the active promotion will be automatically activated and applied to your order.
We operate a series of fully tailored factories in, and around Thailand.
We work closely, and monitor the entire tailor made process from Chiang Mai and Bangkok.
We’re not using any fancy automated systems, so your order will say “Processing” until it has been marked “Completed”. Email Jannis if you want an up-to-the-minute update on your garment..
We use vanity sizing, which is not the same as the true sizing that some brands use.
All brands have different sizing, and we’re no different. Check our fit guide.
If you still have questions about our sizing, we’re here to help.
Shipping & Delivery.
Once we have handed your garment off to DHL, it is in their hands. If you feel there has been an unreasonable delay, contact your local DHL (be sure to have your tracking number handy).
Due to the current situation no parcels are allowed in our out of Russia. We monitor the situation daily.
We use DHL Express Go Green for the vast majority of our orders. They will deliver your garment right to your doorstep. If you are out when the courier arrives, you can re-schedule delivery via www.dhl.com, or you can pick up your parcel at your closest DHL hub.
Though we are a Swedish brand, all our products are handcrafted and shipped directly from our factory in Bangkok, which means you may be charged VAT or custom fees by your government. If you are charged with fees relating to importing your SOSO garment, we will reimburse you with up to $25 SOSO dollar, which you can spend with us any time you wish.
Just email us the DHL import receipt and we’ll add up to $25 SOSO dollar to your SOSO account.
Yes, as long as your garment hasn’t already left the factory. If you want to change your shipping address email email@example.com. If your order has already been shipped, contact DHL directly and provide them with your waybill number.
DHL GoGreen Worldwide express is $19 USD.
Free shipping applies to all orders over $179 USD.
Unclaimed parcels are returned to us. We’ll happily re-ship it to you for $25. The best policy is to remember that your SOSO’s are on their way.
If you get charged with import fees.
We will happily reimburse you with the full amount in SOSO dollar. You can spend them on all our products. SOSO Dollars can’t be combined with active promotions.
Just email us your import receipt from DHL.
Fits & Products.
Our jeans are designed with the male body in mind, but we have plenty of female customers who absolutely love their SOSOs. We encourage our female customers to carefully consider the fabric and the fit of their jeans. For best results, customize your jeans to make sure they fit just right.
To be sure that your SOSOs will fit perfectly, use our fit guide. Remember that we use vanity sizing, so don’t rely on the tag size of your other denim.
Very rarely, we have a little bit less of a fabric than we think we do. This means that, every now and then, we have to disappoint a customer by telling them that we can’t deliver what
they’ve ordered. Our fabrics are limited yardage, and we use the same fabric for different categories, so it’s extremely difficult to predict exactly how many items we’ll be able to produce with the fabric we have on hand. If this happens, you’ll have our apologies, and we’ll make it right. You’re free to choose a different fabric (no matter what the cost), and we’ll use that fabric to make your garment. You can also, if you prefer, cancel the order and we’ll issue a full refund.
All of our products are made by hand, so there are sometimes small variations in sizing (maybe as much as an inch or a few centimeters). Fabrics with stretch in them might stretch somewhat during stitching, resulting in a slightly larger garment. Material thickness might also come into play. If there is a problem with fit, let us know and we’ll do what we can to make it right.
All our fabrics are raw, so you should expect some degree of shrinkage (how much is indicated under each fabric). The more heat you expose your jeans to during washing, the more they will shrink. We recommend wearing your SOSOs for a long period of time to really break them in before you wash them. To reduce the amount of shrinkage, soak the jeans in cold water and, whatever you do, keep them away from the dryer.
If your jeans are a little too big, try giving them a soak in warm water. This will often snug them up a bit. If they need more than this, raise the temperature of the water (the hotter the water, the more they will shrink). If your jeans are still too big, let us know. There may be a problem with sizing.
Remember to always wash your SOSOs inside out.
Yes, our Rebel jacket is a standard slim jacket—more or less suitable for everybody. Look carefully at the measurements. Use our custom measurement options to make changes (large or small) to the standard fits.
The vast majority of our products use raw denim, but we’re always on the hunt for new textures and fabrics, and we’re not closing any doors on fabrics with great potential.
Yes, we can make a pair of shorts out of nearly all of the fabrics we offer.
Denim heavier than 12oz often feels tighter than lighter denims when you first put it on. It might feel like it’s restricting your range of movement somewhat, but this will pass when you get through the break-in period. Remember, heavy denim might be somewhat uncomfortable when it is brand new, but it shouldn’t be painful. If wearing your SOSOs is a painful experience, let us know. We’ll figure out a way to make it right.
Yes, but for best results, don’t use the spin cycle (this might leave vertical fade lines in your denim that you probably don’t want). If you want to keep shrinkage to a minimum, wash them on your machine’s lowest temperature setting. After that first wash you can raise the temperature up a little bit.
Untreated denim often features buttonholes with a bit of thread hanging out. This isn’t a sign of weakness. Merely cut away the excess threads or leave them and let them wear away over time as you wear your jeans.
Orders & Returns.
After you have placed your order, you have a 24-hour window in which to make changes to or cancel your order..
As long as you let us know within 24 hours of placing your order, we will cancel your order and issue a full refund.
If there are any issues with your SOSOs, contact us immediately. We’ll make it right. We do our best to be 100% defect free, but mistakes happen. Our quality control team is top notch, but they don’t catch everything. If there’s a problem, we’ll happily replace the product at no charge or, if there’s a local tailor who can fix the issue, we’ll take care of the bill.
Yes, we know, some companies offer no-hassle return policies for all of their products, but very few of these companies produce made-to-measure garments. We do everything possible to make sure that your first pair of SOSOs will fit perfectly, but some of the process (measuring and choosing the fabric) is up to you. If what we delivered was what you asked for, we won’t be able to refund your purchase or exchange your garment for another one.
Once we’ve processed your refund, your funds will settle within 2-5 business days if the payment was made by credit/debit card. If you paid through PayPal, the refund should arrive within one day.
We pride ourselves on customer service, and we’re always here to address your comments and concerns. No matter what the problem, reach out to us and we’ll do everything in our power to make it right. To help us, provide as much detail as you can (pictures often work better than words). If you purchased your SOSOs through one of our retailers, you’ll need to discuss your issue with them.
Ordering & Payment.
We accept all major credit cards: VISA, Mastercard, American Express, Maestro and Discovery. We also accept PayPal. You will be presented with payment options at checkout.
No, but membership has its privileges. You’ll receive $5 (redeemable on your next purchase) after every transaction.
If you’re having trouble processing your payment, contact your local bank. There may be a restriction on your card that prevents you from making purchases on foreign sites.
Nothing! We’ll happily repair your SOSOs in our workshop in Umeå, Sweden. All we ask is that you cover the shipping costs. When you send your SOSOs to us, be sure to prepay for a return parcel so we can send them back to you when they’re ready to wear again.
Yes, and we’ll be happy to do so. If you can visit our workshop in Umeå, Sweden, we can hem them for you there. You can send them to us in the mail, but the shipping costs will probably be much higher than the price you’ll pay a local tailor to make the alterations for you.
As with hemming, we can make the repairs in our Swedish workshop, but it usually makes more financial sense for us to send you a replacement button. You can then sew it on yourself or have a local tailor do the job for you. Whatever you choose, we’ll compensate you with SOSO dollars, which you can use on your next purchase.
We pride ourselves on quick turnaround. We’ll have your SOSOs ready for you (or ready to ship back to you) one or two days after we’ve received them.
We don’t have the right equipment to repair zippers.
Your local tailor will be able to help you.
We can repair and hem SOSO denim, but we don’t have the kind of tailoring expertise or equipment that would allow us to make extensive alterations.