Shipping Policy

At Sotae, we want getting your cookware to feel as easy and reassuring as cooking with it. We offer free worldwide shipping on every order, and we work hard to prepare and send each one quickly, safely, and with full transparency. This policy explains how your order is processed, shipped, and tracked, and how we handle situations like delays, address issues, and lost parcels.

Order processing time

Orders are usually processed within 1 to 3 business days after your payment is confirmed. Processing includes verifying your order, a quality check, careful packaging, and handover to our shipping partner. Business days are Monday to Friday, excluding public holidays.

Estimated delivery times

These estimates are calculated after processing time, not from the moment you order:

All delivery times shown on our website, at checkout, or in your confirmation email are estimates only and are not guaranteed. Actual times can vary for reasons outside our control, including courier handling and routing, customs clearance, weather, peak or promotional periods, and other unforeseen logistics. Once your order ships, delivery is handled by third-party couriers.

Shipping confirmation and tracking

Once your order is on its way, you will receive a confirmation email with your tracking details. Please allow 24 to 72 hours for tracking to begin updating, as couriers need time to register a shipment after dispatch.

Cancelling an order

If you need to cancel, please contact us within 12 hours of placing your order. We cannot always guarantee a cancellation, as your order may already be in processing or shipping, and once it reaches that stage it can no longer be stopped. Please reach out as soon as possible so we can do our best to help.

Shipping delays

Delays can happen during peak seasons, promotions, holidays, customs processing, or due to courier issues. We do not offer refunds or compensation purely because of a shipping delay that is outside our control. We do recommend keeping an eye on your tracking for the latest status, and you can always contact us if something looks wrong.

International shipping and customs

Shipping itself is free worldwide. Depending on your country, your order may still be subject to local import duties or taxes set by your customs authority. Where these are collected at checkout, there is nothing more to pay. Where they are not, the recipient is responsible for them. If you are ever asked to pay an unexpected charge, please contact us before paying or disputing it, so we can review it with you and help where we can.

Incorrect or incomplete addresses

Please double-check your shipping details at checkout, as you are responsible for providing an accurate and complete address. Orders affected by an incorrect or incomplete address may be delayed, returned to sender, or lost, and these are not eligible for a refund. If reshipment is possible, a reduced reshipping fee may apply, depending on the situation.

Failed delivery attempts

If a delivery attempt is unsuccessful, the courier may try again or hold your parcel at a local pickup point for a limited time. Unclaimed or undeliverable parcels are handled according to the courier's policy.

Lost or significantly delayed orders

In the rare case that an order is confirmed lost or is significantly delayed, please contact us. We will work with our shipping partner to investigate, and depending on the outcome we may arrange tracking assistance, a courier investigation, or a replacement.

Questions

For anything about shipping, tracking, address changes, or delivery, email us at help@sotae.co. By placing an order, you agree to this Shipping Policy. For cancellations, returns, refunds, and warranty matters, please see our Refund Policy and Lifetime Warranty.